A fibre service cannot be transferred directly from one address to another.

Your current service is linked to the physical fibre line at your existing address. Moving therefore involves cancelling the old service and placing a new order for the new property.

Starting the process early will give us the best chance of having your new connection ready close to your move-in date.

Step 1: Confirm your moving dates

Make a note of:

• The date you will leave your current property
• The date you will move into the new property
• The cancellation notice period on your current service
• Whether there will be an overlap between the two properties

PacketSky and the relevant Fibre Network Operator require sufficient notice to cancel the existing service.

Important: Moving out of the property does not automatically cancel the service. The monthly fee remains payable until the cancellation has been submitted and the applicable notice period has ended.

Step 2: Submit the cancellation for your current address

Log in to the PacketSky Customer Portal and submit a cancellation request for the service at your current address.

Include:

• Your current service address
• Your intended final service date
• The date you are moving out
• Confirmation that the request relates to a house move
• Your new address, if already known

Submit the request as early as possible to avoid paying for the service after you have moved.

Step 3: Check fibre coverage at the new address

Coverage and available packages differ from one property to another.

Even when both homes are in the same area, the new property may:

• Use a different Fibre Network Operator
• Have different package options
• Require a new fibre installation
• Already have an ONT installed
• Still have an active service belonging to the previous occupant
• Not yet have fibre coverage

PacketSky will need to complete a new coverage check before confirming what can be ordered.

Step 4: Find out what is already installed

Ask the landlord, estate agent, seller or previous occupant whether the property already has fibre.

Where possible, obtain:

• A photograph of the installed fibre device
• The name of the Fibre Network Operator
• Any object, line or B-number shown on the device
• Confirmation that the previous occupant has cancelled their service
• The expected line-release date

If an old service is still active, the FNO may prevent us from placing a new order until the line has been released.

In some cases, proof of ownership or a signed lease may be required before the FNO will investigate or release an old service.

Step 5: Place a new PacketSky order

Apply for a new service at the new address as early as possible.

A new order is required because the service will be linked to:

• A different physical address
• A different fibre line
• Potentially a different FNO
• A new installation or activation record

We will let you know whether the property requires a new installation or whether an existing fibre line can be activated.

What should I do with my fibre equipment?

Your PacketSky router

You may take your PacketSky router with you, provided that it belongs to you and is suitable for the new service.

Please check with us before moving it if you are unsure.

The fibre device or ONT

Leave the FNO’s fibre device at the existing property.

This equipment is registered to the physical fibre line and will not work at another address. Removing it may also cause problems for the next occupant and could result in replacement charges.

Do not cut, remove or relocate fibre cabling or the ONT.

Will my new service be active on moving day?

We will do our best to coordinate the new service with your move, but activation dates cannot be guaranteed.

Timing may be affected by:

• Fibre availability
• Installation appointments
• FNO order processing
• An unreleased service at the new address
• Access to the property
• Equipment delivery

Placing the order early gives us more time to identify and resolve any complications.