Home Phone House Move Guide

1. I've asked you to move my Home Phone to a new address. What do I need to do now?
2. My new property doesn't have a telephone line. What should I do?
3. My new property has a telephone line but it's disconnected
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 does it take to move my service?
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 you to move my Home Phone to a new address. What do I need to do now?

We'll be in touch if there's anything we need you to do.

If you've requested a Home Phone move, please don't ask another provider to activate your line. This will cause problems when we try to place your order.

2. My new property doesn't have a telephone line. What should I do?

We'll need to install a new line. This costs £105. All we'll need you to do is make sure your stored card details are up to date so we can take the payment.

3. My new property has a telephone line but it's disconnected

Our supplier will need to reconnect the line for you, this costs £105.

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4. An engineer will be visiting to connect my telephone line. Can I get them to move/add telephone sockets at the same time?

Yes although you'll be charged for any extra work that you ask the engineer to do (over and above the standard installation work). The engineer will be able to confirm what these costs will be.

5. I have two telephone lines at my new address, which one will Home Phone use?

We'll use of the two is currently working. You can find out by plugging a handset in to each socket. The one with a dial tone is the one we'll use.

6. How much will I be charged for removing a hard-wired telephone line and installing a new one?

If this is part of a new installation the cost is 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 won't be able to confirm the full charge until the order is complete.

7. How do I update my telephone directory listing?

During the house move process you may choose either a directory or ex-directory listing. When your order completes the listing will be updated.

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8. How long does it take to move my service?

It depends on if there's already a line installed at your new property. If there is then it'll take a week (unless you want us to install after this). If not then you'll know as soon as we've made the engineer appointment.

Your broadband will be moved once your Home Phone is up and running.

9. Will 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.

10. Do I need to be at my new address on the date of my Home Phone move?

Only if:

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

In either case we'll let you know if you need to arrange an engineer visit to your new address.

11. Can I keep my current telephone number?

Only if the address you are moving to is supplied by the same telephone exchange.

In most cases a Home Phone move means a move to a new exchange.

It'll cost £38.85 to change your number when moving. If you're charged for installation this will include the cost of changing your number.