Moving home or office
What do I need to tell you before I move?
Two to three weeks before you move, you'll need to let us know the date you're moving and your new address. So when you know these, give us a ring on 0800 013 2632.
What if I've only got broadband?
You'll need a phone line at your new place before we can set up your broadband there. If you'd like to get one of our phone packages, give us a ring and we'll sort everything out for you.
If you've got a phone service with someone else, you'll need to get in touch with them before you ask us to move your broadband.
Ask them for something called a Linked Order Reference Number (LORN) and ask what date they'll have your phone line ready at your new place. If you can't get a LORN, your new phone number should do the trick. When you've got all that as well as your move date and new address, give us a ring on 0800 013 2632 and we'll get things going.
Will it cost anything to move my home broadband?
It depends on what broadband package you've got and how far along you are in your contract. To find out what you're on and if you're still in contract, just give us a ring on 0800 013 2632 .
If you start a new broadband contract when you move, it's free to move your broadband to your new home. You might need to change your broadband package if you do that.
If you want to carry on with the contract you've got at the moment, you'll need to pay £65 to move your broadband.
If you need to have a phone line put in, it'll cost £49.99.
Will it cost anything to move my office or business broadband?
It depends on what broadband package you’ve got and how far along you are in your contract. To find out what you’re on and if you’re still in contract, just give us a ring on 0800 013 2632.
You can move your broadband for free once during your contract. Extra moves within the same contract period would cost £54.17 plus VAT.
If your broadband contract is up, you can move at no extra cost if you start a new contract now or pay for the move upfront.
How do I set up my broadband when I've moved in?
It depends what type of broadband you've got. If you aren't sure, take a look at Your Broadband Product in the Member Centre.
If you've got standard broadband
If you had standard broadband before and you're keeping it when you move, you can use your Plusnet router in your new home or business. But please don't plug it in until we ask you to. We'll email or text you with an estimated start date and then again when your service is ready.
When it's ready to plug in, follow your router's set-up guide to get your new broadband up and running. If you're finding it tricky, take a look at our Setting up your Router video:
If you've got fibre broadband
It's easy. You don't need an engineer and you can set it up yourself. We'll email or text you when your service is ready.
When it's ready, follow your router's set-up guide to get your new broadband up and running. If you get stuck, take a look at the Getting Started with Fibre video:
How fast will my broadband be when I move?
That depends on your phone line and what broadband package you've got. We'll always give you the fastest speed that these allow for. To get an idea of how fast it will be, just give us a ring on 0800 013 2632 .
If you'd like to find out more about things that can affect your broadband speed, it's worth having a look at our broadband speed guide.
I've got YouView TV from Plusnet – will I be able to keep it when I move?
You can keep YouView TV in your new home as long as you're going to have:
- Unlimited Fibre Broadband with a minimum speed of 15Mb
- a working Freeview TV aerial – if you don't have one, but you'd like to get YouView TV, you can ask to have your aerial upgraded
- good digital TV coverage in your area – we'll check that for you.
What happens to my YouView TV from Plusnet if I move somewhere that can't receive it?
We're afraid that means we'll need to cancel your YouView TV with us.
If you post your YouView box back to us, you won't need to pay anything for having to cancel your service early. We'll send you a paid-for returns bag for you to do that.
If you don't return your YouView box, you'll need to pay to end your contract early. There's more info on that in our price guide.
If you aren't sure about all this, just give us a ring on 0800 013 2632 and we'll take you through it.
How soon will I be able to use my Plusnet services after I've moved?
Phone and broadband
It normally takes us a couple of weeks to get phone and broadband up and running. We'll let you know how long it'll be when you first call us.
You'll be able to watch Freeview channels as soon as you've moved in. But you'll need to wait until your broadband is ready before you can watch catch-up, on-demand and other TV channels.
Can I keep my phone number when I move?
You can, as long as you're using the same phone exchange as before you moved. If you're not sure about that, give us a ring on 0800 013 2632 and we'll let you know.