• Home phone and broadband moving advice

  • Moving house can be a very stressful time, but sorting out your phone and broadband accounts with us couldn't be simpler.

    Letting us know

    To move your phone or broadband to a new address, let us know at least 14 working days before you move, if possible. This gives us enough time to set everything up so there's little or no interruption to your service.

    When you contact us, we'll need to know the following:

    • The date you're moving into your new house
    • Your new address
    • An alternative contact number, like a mobile

    We'll check if there's an available BT line at the new address that we can use for your service. If there isn't one, we can arrange a new connection for you. There may be a charge for this if an engineer needs to come out. If any work needs to be done, we'll let you know.

    Call us on 0800 294 4720* and one of our expert advisers will get the ball rolling.

    If you don't tell us you've moved

    It usually takes us at least 14 working days to get your phone service and broadband moved to your new address. However, don't worry if you let us know after this – we can still sort everything out for you, but it may delay the switch at your new house.

    Bear in mind that you'll be liable for any services at your old address until you tell us you've moved. This includes the phone calls that somebody else may make using your line, after you've moved out.

    Keeping your number

    We'll try to keep your telephone number the same, but it depends where you are moving to. There will be a small fee if we're able to transfer the number to your new address.

    Your bill

    Once you've moved, we'll close the account at your old address and send any bills to your new address.

    If you need to know more

    You can find out about our talk phone packages, the call features you can add to your phone service, our phone and broadband packages and our prices. If there's anything we haven't covered, take a look at our FAQs.


    *We may monitor your call to help improve our customer service and ensure we meet our regulatory and legal responsibilities.

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