Home Phone House Move Guide

1. I've asked PlusNet to move my Home Phone to a new address. What do I need to do now?
   
2. I'm moving to a new address which doesn't have a telephone line. What should I do?
   
3. My new address has a telephone line but this is disconnected. How do I get it connected again?
   
4. An engineer will be visiting my new address to reconnect a telephone line soon. Can I get them to move/add telephone sockets at the same time?
   
5. I have two telephone lines at my new address, which will I get my Home Phone service on?
   
6. How much will I be charged for removing a hard-wired telephone line and installing a new one?
   
7. How do I update my telephone directory listing?
   
8. How long will it take to get a telephone line installed?
   
9. Can I keep Carrier Pre-Select on my new telephone line?
   
10. Do I need to be at my new address on the date of my Home Phone move?
    
11. Can I keep my current telephone number?
    

1. I've asked PlusNet to move my Home Phone to a new address. What do I need to do now?
You don't need to do anything. After you've told us that you're moving house we'll take care of moving your phone line for you.

Important: Please don't contact another provider to activate the phone line at your new address. This will cause problems when we come to move your existing service to your new address.
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2. I'm moving to a new address which doesn't have a telephone line. What should I do?
Our service supplier will need to install a new line. You will be charged a fee of £105 to do this.
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3. My new address has a telephone line but this has been disconnected. How do I get it connected again?
This rarely happens. However if your new property does have a disconnected telephone line, it will need to be reconnected by our service supplier. This costs £105 to do.
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4. An engineer will be visiting my new address to reconnect a telephone line soon. Can I get them to move/add telephone sockets at the same time?
Yes. However, you will be charged for any other work that you ask the engineer to do (over and above the standard installation work). You should ask the engineer when they visit your new address what these costs will be.
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5. I have two telephone lines at my new address, which will I get my Home Phone service on?
You should simply check which line is active. You can find out by plugging a phone directly into each of your white telephone sockets, then seeing if you get a tone. Whichever line is active will be the one which your broadband and Home Phone services will be provided on.
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6. How much will I be charged for removing a hard-wired telephone line and installing a new one?
If this is to install a new connection the cost will be included in the standard installation charge (£105). If you are not having a new connection installed the engineer will arrange for this work to be carried out. Once an appointment has been booked we'll let you know. In this case we will be unable to say what the full charge will be until our service supplier completes the order.
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6. How do I update my telephone directory listing?
During the house move process you may choose either a directory or ex-directory listing. Once your order has completed your listing will be updated.
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7. How long will it take to get a telephone line installed?
If the new address you are moving to already has an existing telephone line, our service supplier can usually reconnect this in a minimum of 7 working days, or on a working day of your choice after this. Your broadband will be moved once your Home Phone has been moved to your new address.
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8. Can I keep Carrier Pre-Select on my new telephone line?
No. CPS (a feature which allows you to choose which carrier you make outgoing calls through) will be removed during the move.
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9. Do I need to be at my new address on the date of my Home Phone move?
You don't if the address you are moving to already has a telephone line. However, you do need to be in if:

• If you are moving to an address where the old telephone phone was hard wired and you need new telephone sockets installing.
  
• If you are moving to an address with no existing telephone wiring.
  

In both cases we'll let you know if you need to arrange for an engineer to visit your new address.
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10. Can I keep my current telephone number?
Yes, but only if the address you are moving to is serviced by the same telephone exchange. Where your number has to change due to a house move a charge of £35.85 will apply. In most circumstances moving your Home Phone service will mean this has to be relocated to a new telephone exchange. Your existing telephone number cannot be kept where a change of telephone exchange is needed.
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