TalkTalk Help

Moving Home with TalkTalk

With our quick, easy and hassle-free online home move service we’ve taken the stress out of moving home so it couldn’t be easier. You can choose a date that works for you, upgrade or keep your current services, then relax and tick us off the list. Job done.

 

For more information on moving home, select an option below:

What do I need to tell TalkTalk about my home move?

Before we can place an order for services at your new property we'll need a few details from you.  When you use our online service to arrange your home move we'll need you to know:

  • The full address and postcode of your new home.
  • Your moving date.
  • An alternative contact number (preferably a mobile) and e-mail address.
  • What plan and boosts you would like at your new home.

It may help if you know if there is a phone socket in your new property and what type of socket this is. It is not essential though and our home movers team can check to see if your new home already has a phone line. For more details see Does my new home have a phone line?

Why is my address not found?

If your new address isn't listed when you try to place your home move order, or there is an error in the address details listed, you'll need to contact Royal Mail. If your home is a new build, it could be that it hasn't been added to the Post Office records yet. Visit the Royal Mail website to add or amend your new address details. Once Royal Mail has confirmed the address creation or amendment, it can take up to 24hrs for it to update on our systems. Please try again after that time.

 

When should I tell TalkTalk about my home move?

Try to let us know at least 14 days before you move to make sure your old service is cancelled on the day you move. 

How do I take my TalkTalk package with me?

If you're on one of our current broadband and phone packages e.g SimplyBroadband, Essentials TV and Plus TV you can take this with you to your new home. If you have broadband with TalkTalk on a different plan to the above you'll need to choose one of our current packages when you move.

You can add boosts to your account to make sure you have all the services you need in your new property.  The services available to you will depend on availability in your area, so we'll show you which ones you can receive when you start your online home move.

If you have signed up to Value Line Rental in your current home see the FAQ below for further information on taking this to your new home. Any other promotions and offers will be removed when the home move takes place.

Can I take my Value Line Rental with me?

If you signed up to Value Line Rental at your current home, you can take the savings with you to your new home. Our dedicated Home Movers team will start your 12 month Value Line Rental at your new home, and you'll be asked to make a one-off payment for your new VLR. We'll then apply a credit to your bill for any unused line rental from your current home. 

Any other promotions and offers will be removed when the home move takes place.

What happens once I've ordered?

We'll keep you up to date with the progress of your orders by text message or e-mail.  You'll be sent a Welcome Pack for your new home and you can track your order in My Account.

Please make sure you take all your equipment with you to your new home, including your router, microfilters (if you have them) and cables. 

Can I keep my number when I move?

We aim to help you keep your phone number, so when you place your home move order we’ll check and let you know if you can take your existing number to your new home. If it’s possible, you can choose whether you want to keep it and we’ll take care of everything to transfer it for you.

If we’re unable to transfer your number, we’ll let you know and provide you with a new phone number when we transfer your services to your new home, which will be confirmed during the home move process.

Can I keep my email address when I move home?

Yes, your TalkTalk email address will not be affected when you move home. 

What if I need to change or cancel my home move?

We appreciate that moving home does not always go as planned. If you find that your dates change you can update your appointment and move in dates online in My Account.

If you need to cancel your home move please contact us.

What happens if I'm not moving to my new home straight away?

If you have a gap between leaving your old home and moving into your new one it’s not a problem. 

Our online home move service allows you to select a move-in date within the next 3 months which should give you plenty of time to get everything sorted. We know that things don’t always go to plan though, so these dates are easily changed. Simply update your move-out and move-in dates in My Account as soon as you know the right dates.

My new address details are incorrect, what should I do?

As part of the online home move service, we ask you to provide the full address and postcode of your new home so we can update our records when you move. If you notice an error in the new address details we hold for you, or your address details have not updated after you've moved, please contact us.

I need to cancel my service

If you don't need broadband at your new home or are moving abroad you will need to cancel your service.

Why isn’t my broadband working in my new home?

In some cases, once your phone line is activated we may have to set up your broadband services separately. This means that depending on the type of lines in your area, your broadband may go live a few weeks after your phone line.

If your broadband is still not up and running after this period, or you have any queries please contact us.

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