Moving house – a guide to setting up services in your new home

There is so much to think about and organise when moving home that it’s easy to overlook something or leave it until the last minute.

But when you finally get to sit down in your new home you don’t want to find your TV screen is blank and your phone and broadband doesn’t work.

The key to ensuring your communications services are transferred smoothly is to start the process as early as possible.

This guide will help you plan how to transfer your services and give you some tips, ideas and things to think about when setting up services in your new home.

Moving home basics

When moving home the first thing you need to do is speak to your current provider/s  as soon as you know your plans.

Some companies have dedicated ‘homemover’ teams who can manage the whole process and move the services for you.

Alternatively, you may decide that moving home is a good chance to have a look around to see what other providers can offer.

Whatever you decide, the key to successfully moving your services is to make sure you ask the right questions and get all the information you need to make good decisions.

Before you speak to either your current provider or a prospective provider, you will need to have the following information to hand:

• your current postal address including post code;
• your telephone number;
• the postal address including post code of the home you are moving to; and
• the date of  the move.

When speaking to your existing provider about your options, make sure you find out:

• Whether you are in a minimum contract period which would mean early termination charges if you left them;
• Will you will be tied into a new minimum contract period if they supply your service/s in your new home ;
• Whether they offer a dedicated ‘homemovers’ service that will take care of the entire transfer process for you.

Before signing up with a new provider, find out:

• If there is a minimum contract period and early termination fee;
• What are the key features and costs of the new product or service;
• Is there a ‘cooling-off period’ if you change your mind?

Ensure you inform your existing and/or new providers if your moving dates change.

Home phone

In some cases moving home does not automatically mean you will lose your phone number. However, if you are moving outside of your local exchange area then it will not be possible to retain your number at your new address.  Speak to your provider for more information.

If your new property doesn’t already have a line you may have to pay for a new one. All providers can provide a line but not all will. The price of installing a new line also varies so it’s best to shop around.

Broadband

Check with your current broadband provider to see whether they provide services in the area you’re moving to.

If they don’t – or if you’re considering changing to another provider – then price comparison sites (see box) will help you check what other services are available in your new area.

You may need to wait until your phone line is fully operational. Most providers will aim to do it on the same day but some can take up to two weeks.

If you have mobile broadband then you can use this coverage checker to find out what the coverage will be like at your new address.

Digital TV

If you subscribe to a pay TV service, contact your provider to check the process and the options that are available to you when moving. Most providers offer homemover services to help you to transfer your service to your new home.

Be aware that your provider may tie you in to a new minimum contract period.

If you have a cable TV service check that you will still be able to get it in the new area.

If you have Freeview you should be able to move it to new house, plug it in and re-scan the channels.

Digital UK, the organisation with responsibility for the nationwide digital switchover process, has information on how to re-tune your equipment.

It also has a postcode checker which will tell you about Freeview availability in the area you are moving to, including what channels will be available at your new address.

Bundled packages

Contact your existing provider to discuss the process and options available to you if you want to move your bundled package of services to your new home.

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