Moving house

Ideally, we would like to receive 1 months’ notice to ensure your service is set up in time. Sometimes we are unable to connect your property on your desired day due to the following reasons;

1. If you don’t have access to the property, then this will cause a delay in getting your service installed.
2. Previous occupiers haven’t disconnected their service.
3. Moving into a new estate that requires a new line.

If this happens, our dedicated team will be there to support, you and help get your service up and running as quickly as possible. 

How long will it take to get my service installed if I move house? 

The timelines to complete a house move will vary depending on whether a landline is available in your new home or not. 

1. Reconnect a landline service: To reconnect a service e.g. Broadband & Voice on an existing landline can take up to 15 working days. 
2. New landline service: To install a brand new landline service can take up to 28 working days. 

Note: Fibre +TV orders may take longer than the above timelines.  

There are times when you will need to be on site to enable us to complete your connection. These include:

• When a full installation is required e.g. Broadband + Vodafone TV
• When you are connecting to fibre and it is the first time fibre has been connected at that property. The engineer will need to install a new faceplate on the phone socket at your new home.

We’ll let you know in advance if you need to be onsite.

We will check broadband & TV availability at your new address to determine if you can get Vodafone TV. Your new address will need to have a fibre connection with a speed of minimum 20 mbps to support our TV service (28mbps to support our Wireless Multi-Room service).

A number of things can influence the speed of your broadband including how far your property is from the local telephone exchange, the wiring within your home and your hardware e.g. modem or laptop.  

When you are moving home you might have two accounts active for a short period. If this is the case then we will manually adjust your invoices. The agent looking after your query will explain this to you in full so that you are aware how the billing will work.

However, you might receive an invoice with duplicate charges. Do not worry though, we will be monitoring your accounts so that you are not overcharged. We will also send a follow up SMS to confirm the actual billing amount after making any manual adjustment.

When you are moving home you might have two accounts active for a short period. Because we will be adding a new contract and service for your new home, our systems might automatically send out confirmation.

This might have details for two accounts on it. If this is the case, we will be in contact to explain this in full. However, when we call and confirm everything is up and running in your new home, we will automatically cancel the old account.

When you move to your new home it could be part-way through a billing month. Because of this your invoice amount could be higher than anticipated. You might receive charges for a part-month (when you connected in your new home until then end of the billing month) and your normal monthly charge (in advance).

Our agent will explain this in full when they contact you and manually adjust your account if required.