Home or office move FAQs
Moving can be a pretty stressful experience, so whether it's a new home or office you're going to, we'll try and make taking Plusnet with you as easy as possible.
First, you'll need to tell us when you're moving and where you're moving to. Four weeks' notice would be ideal, giving us plenty of time to get everything set up.
You'll also need to get your phone line provider (if it's not already us) to give you a date for when that will be set up. Also ask them for a Linked Order Reference Number (LORN).
Then just give us a call on 0800 013 2632 and leave the heavy lifting to us.
We know things don't often run to plan, so if your moving date changes, no problem at all. Just give us a call as soon as possible and we'll help get things rearranged.
Residential Customers
We won't charge you for moving home if you take out a new contract. You can do this when you call our home moving team on 0800 587 1952, helping you save every extra penny for the important things like decorating and that first night takeaway.
Your Plusnet service should go live in your new home within a few days of moving in, and we won't charge you anything until it does.
Very rarely you might need a phone line installing in your new home, but we'll talk you through all of that when you give us a call.
Staying on your existing contract may incur a home move charge. You can see how much that would cost by checking out our Price Guide.
Business Customers
As a business customer, you can move premises for free if you're on a 24 month contract, or take out a new contract at your new address. Occasionally a new line installation or cable transfer will be required, which will incur a charge.
If you don't want to take out a new contract, or aren't already on a 24 month deal, there'll be a one-off charge of £54.17 for moving.
Further information is available in our Charges Schedule. Give us a call on 0800 028 0282 to get your move started.
Sure you can, just as long as you're using the same phone exchange as before. If you're not sure, give us a call on 0800 013 2632 and we'll let you know.
If you're on Plusnet mobile, you'll just need to change your billing address by logging into your Plusnet Mobile account.
First, we'd recommend a cup of tea. You've earned it. Then you'll need to set up your router. We'll send you an email or text to let you know when you're broadband is ready to go. Don't try and connect your router until then - it won't work.
Take a look at our router set-up guides if you need any help.
The speed of your broadband might be different in your new property, but we'll always give you the fastest speed available on your package in your location.
Yes please. Our routers are provided on a loan basis, so it’s really important they’re returned to us when no longer needed. Returning our router allows us to reuse and recycle it in a safe and environmentally friendly way.
Just a gentle reminder, if you signed up after 1 Feb 2024 and you don’t return our router, you’ll be charged a £50 fee.
See how you can return our router for free
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