Informing Telecoms when moving house

Top Tip

Telecoms suppliers have different lead times for installing new services - typically 2 -4 weeks. As soon as you have exchanged contracts start the process of arranging the telecoms services you require for a seamless transition.

Single Order Process

The Single Order Process will enable both your voice and broadband services to be switched seamlessly with minimal downtime and should complete within 10 days. This process is only available in limited scenarios and your chosen supplier will advise the circumstances this is available.


Key Fact

If the new provider(s) do not support the Linked orders process, then you will need to order the telephone services first, and only order the broadband services once the telephone line is activated.

Moving House - Informing Telecoms including Broadband Internet Access

When moving house, you may decide to remain with your current supplier(s) or you may decide to switch to another provider. Either way, your new supplier should advise you to cease your existing services (i.e. telephone & broadband) at the old address whilst a separate order is raised for your new telephone & broadband services at the new address on the date which you specify.

There are three different ways that your services can be provided at the new premises.

Linked orders process (single supplier)

This process may apply if you are intending to switch your existing telephone & broadband services’ to a single supplier. If your chosen supplier supports the ‘Single orders process’, you just need to place one order for all services.

With this process you do not require a MAC from your existing supplier. You simply approach your new chosen supplier, explain that you wish to switch your telephone (i.e. ‘line rental and ‘calls’) & broadband services (as a bundle) to them and that you will require both services to be delivered on the same day with minimal loss of service.

Sequential orders process (single supplier)

If the Linked orders process is not possible, then your telephone and broadband services will be switched individually in 2 stages. Tithe overall process may take 15-20 days to complete, the level of downtime should be minimal. In this scenario you have your new telephone service installed first before ordering your broadband service.

In this scenario, your chosen supplier will arrange to switch either your telephone service (i.e. line rental and calls) or broadband service first. In order to initiate the broadband switch you will be advised to obtain a MAC from your existing broadband supplier. Prior to switching your telephone services, you will receive two ‘advice of transfer’ letters – one from your existing telephone service provider and one from your new provider, advising you of the details of the switch, and giving you an opportunity to cancel if you have changed your mind or have been mi s-sold.

Both services should switch relatively seamlessly but you should verify the likely impact with your chosen supplier beforehand.

Linked Orders - Different suppliers for telephone and broadband

If you decide to use different Service Providers (e.g. SP1 for voice, SP2 for Broadband) and they both support the Linked orders process, you should explain to the 1st supplier whom you approach (e.g. SP1 for voice) that you are obtaining your Broadband from another supplier (you do not have to say who) and that you will require both services to be delivered on the same day. This will prompt SP1 to give you a ‘Linked Order Reference Number’ (LORN) which you must then give to your chosen Broadband supplier (SP2) as soon as possible, in order for the 2 orders to be directly linked within the provisioning process.