Moving home and broadband
Moving to a new home is exciting, but it can also come with a lot of details to sort out—especially when it comes to your broadband. Whether you’re bringing GoFibre with you or need to set up a new connection, we’re here to make the process as smooth and stress-free as possible.
From managing your move date to getting you connected at your new address, this guide will walk you through everything you need to know to keep your internet running seamlessly during your move.
Can I move my broadband with me when I move house?
You may be able to take your GoFibre connection with you when you move—provided we’re available at your new address. Be sure to check your postcode to confirm!
If GoFibre is available and already installed at your new home (lucky you, and the previous resident!), we’ll get you connected on your agreed date without the need to install or change anything.
If we’re available in your new address but installation is needed, let us know as soon as possible so we can schedule the setup at your new home. In most cases, a standard installation is all that’s required, and we aim to get you up and running within 14 days.
When you move, we want to make the transition as smooth as possible for you. You can choose to sign a new 12- or 24-month contract with us, or if you'd prefer, you can pay a home move fee (outlined in our Standard Tariffs) to bring your current broadband plan with you to your new home.
If GoFibre isn’t available at your new address, you’ll need to cancel your contract, which may come with an early termination fee, as specified in our pricing guide. You can read more in our terms and conditions.
Can I set up broadband before I move in?
Yes, we can set up your broadband before you move in! If your new property already has GoFibre installed, it’s super simple. Just let us know in advance, and we’ll arrange to connect you on the same day we disconnect you from your old place—easy as that!
If installation is needed, we can still set it up before you move in. All we need is for you, or another new resident, to be there on installation day (it usually takes around 2-3 hours). Once the installation is done, you’ll be all set to enjoy your ultra-fast full fibre broadband as soon as you step foot in your new home!
How to set up internet in our new house?
If you are an existing customer moving to a house that already has GoFibre installed, we just need to activate your connection.
For homes where full fibre installation is needed—whether you’re an existing customer or new to GoFibre—we’ll handle everything for you. Our engineer will come to your new home to determine the best way to bring fibre in, either overhead or underground. They’ll drill a small hole to bring in the cable, install the Optical Network Terminal (ONT), and set up your router. After everything is connected, they’ll test the connection to ensure everything’s working smoothly.
Should anything unexpected arise during the installation, such as access or wiring challenges, our engineer will walk you through the options. We’ll work quickly to resolve the issue and ensure you’re up and running as soon as possible.
You can learn more about how installation works in our installation guide.
What if my new home is outside of your coverage area?
If GoFibre isn’t available at your new address, we’ll be genuinely sad to say goodbye. Please note, we’ll need 30 days' notice for your cancellation and, if you cancel before your contract ends, an early termination fee will apply. You can calculate this by looking at our pricing guide or read more in our terms and conditions.
You’ve been a valued part of the GoFibre family, and we sincerely hope that one day, we can reconnect when we’re available in your new area!
Moving house FAQs
How long does it take to set up internet in a new house?
Most installations take around 2-3 hours, depending on your setup. After the engineer finishes, they’ll test everything to ensure your Wi-Fi is running smoothly. From placing your order to being fully connected, we aim to have you up and running in about 14 days—fast and easy!
Can I transfer broadband to a new tenant?
Yes, you can transfer the broadband to a new tenant! The new tenant will need to sign a new contract with us. Simply get in touch, and we’ll walk you through the process.
Will my broadband be disconnected during the move?
Not necessarily! We’ll work with you to plan ahead and keep disruptions to a minimum.
If you’re moving to a property where GoFibre is already installed, just let us know the date you’d like to switch, and we’ll disconnect you from your old home and get you connected at the new one on the same day.
If installation is needed at your new property, we’ll still plan ahead and can set it up before you move in. If that’s not possible, we’ll arrange to install it once you’re settled in. Either way, we’ll make it work!
In some cases, the installation might require a bit of extra work. If we encounter any challenges—like tricky wiring or access issues—our engineer will explain the options on installation day. We’ll usually find a quick solution, but occasionally, we may need to coordinate with other suppliers or local authorities. While we can’t always guarantee things will move at lightning speed, rest assured, we’ll do everything we can to get you connected as swiftly as possible!
How do I update my address and contact details on my account?
Simply get in touch with our Customer Service team by phone on 0800 059 0980, and they’ll help you update your details in no time! They’re available Monday to Friday, 8am to 8pm, and Saturdays from 9am to 5pm.
Can I take my current broadband plan with me when I move?
When you move to a new property, you have a couple of options. You can either pay a home move fee (as outlined in our Standard Tariffs) to bring your current broadband plan with you, without changing or renewing your contract. Or, if you’d prefer, you can sign a new 12 or 24-month contract with us. This option lets you keep your current plan, or you can choose to upgrade or downgrade to a different one.
Can I upgrade or downgrade my plan when I move to my new home?
Yes, you can. If you’d like to upgrade or downgrade your plan, all you need to do is sign a new contract with a new minimum term. Just let us know by calling our Customer Service team on 0800 059 0980, and we’ll take care of the rest!
Need help picking the perfect broadband speed? Check out our handy broadband speed guide – it’ll help you find the perfect match in no time!
How far in advance should I notify GoFibre about my move?
Give us a heads-up at least a month in advance, but the sooner, the better.
Are there any additional fees for moving my broadband to a new address?
When you move to a new address and bring your broadband with you, you’ll either need to sign a new 12 or 24-month contract or, if you prefer not to renew, you can pay a home move fee, as per our pricing guide.
What should I do with the equipment?
As a GoFibre customer moving with us, you have two choices for your equipment. You can either take it with you or leave it behind, and we’ll send you a new one for your new home.
For customers relocating to an area where GoFibre isn’t available, we kindly request that you leave the equipment at your old property. This gives the next tenant the chance to use it if they decide to switch to GoFibre. Your new broadband provider will supply the equipment needed at your new address.
How can I keep my phone number?
As a GoFibre customer with Call Plan+ moving house, you can keep your phone number at no extra cost. Switching to GoFibre and transferring your phone number from another provider comes with a one-time £30 fee.
Can I cancel my broadband when moving house?
If you’re already a GoFibre customer and moving mid-contract, early termination fees may apply. You can read more in our terms and conditions.
If you’re switching to GoFibre from another provider, we’d love to welcome you! First, check if we’re available at your new address. Once confirmed, you can place your order with us online or over the phone. During the order process, you’ll have the option to sign up for our Switching Credit, which can help cover up to £200 of early termination fees from your current provider. You can also choose our One Touch Switch service—this free option lets us handle the cancellation with your current provider, so you don’t have to worry about a thing.
Who can I contact if I have issues during my move?
For more information or assistance with your move, visit our contact page and send us a message. We’ll respond as quickly as possible.
Alternatively, our Customer Service team is also available by phone at 0800 059 0980, Monday to Friday from 8am to 8pm, and Saturdays from 9am to 5pm.
You can also check our FAQs for immediate answers to common queries.
