Moving home with BT

How long does it take to move my phone line to my new address?

If a brand new phone line needs to be installed at your new address, it usually takes up to 15 working days from the time that you order. It could take longer depending on the availability, but this is very rare. If we find there's already a working line at your new property, we can have it up and running within a couple of days.

Do I need to be at the new house when my phone line is connected?

You'll need to be at home for an engineer visit if you need a new line installed. We'll ask you to book an engineer appointment as part of your home move order if necessary. We'll give you either a morning or an afternoon time slot, so you won't have to wait around all day.

Will I be able to keep my existing phone number?

If you're moving home within your own telephone exchange area you may be able to take your current phone number with you. There's no charge for this. We'll let you know if you can keep your number and your expected broadband speed when you organise your home move online.

If I need a new number, can you redirect my calls there when I move home?

Yes, you can add Caller Redirect to your order when you arrange your home move. Caller Redirect automatically answers calls to your old telephone number and tells callers the new number. Calls to the old number are free of charge. The message given out by Caller Redirect is:

"The number called has been changed to... (new number)".

The caller has to redial to reach your new number.

It costs £20.50 for a month and £30.60 for three months. If you have it for a month, it will automatically cancel when the month is up. If you have it for three months, you'll need to tell us to cancel it.

Can I take my rented phone with me when I move house?

Yes, you can, To take your rented phone with you when you move house, just contact one of our customer advisors on 0330 123 4150 (Monday to Saturday, 08:00 - 20:00) to transfer the account over to your new address.

What should I take when I move?

What BT equipment you take when you move home depends where you’re moving to. If you're moving to an area that has fibre broadband, you should be able to get Fibre at your new address. Check broadband availability >

If your current service hasn't reached your new area yet, the availability checker will tell you what other BT Broadband products are available, and what broadband speed you can expect.

You should take your BT Hub with you, but if you have a white Openreach box (or ONT), please leave this for the people who are moving into your home. It looks something like this:

We'll make sure you have all the relevant equipment as part of the installation at your new home.

What broadband speed can I get in my new home?

If you know the house number and postcode of your new home, you can check your predicted broadband speed (under the broadband checker, choose "I'm not with BT").

Do I need to be at the new house when my broadband service is connected?

This will depend on the product you order and the telephone line at your new home. We'll let you know when you place your order if we need to send an engineer and book an appointment for you. Your order confirmation email or letter will also give you details of any engineer appointment or let you know if you can install the service yourself.

It's free to have your EE TV service activated at your new home, and you can reinstall the equipment again yourself. Remember to take all your EE TV equipment - including all cables, Powerline Adapters (if you have them), and the remote control - from your last home.

If you've forgotten how to self install EE TV, take a look at our Setting up EE TV guide to get started in your new home.

If you want a BT engineer to help with the installation of your services, call 0800 800150. You'll be charged for this service. In most cases EE TV will be available on the same day as your broadband, and we'll contact you if there's going to be any delays.

I’ve moved home and I can’t see my Freeview channels

The number of Freeview channels you can receive depends on where you live.

If you've moved to an area which receives channels from a different transmitter, or where the signal strength is weaker, you may not be able to receive the same number of channels as before.

It's also a good idea to check that the aerial and cabling in your new home is installed properly. For full details, and advice on how to improve your Freeview reception, see Freeview explained >

Can I keep my existing BT email address when I move home?

Yes, all of the email addresses linked to your account will be moved across for you. There'll be no break in service and you can continue to log in and use the service during the move.

If you're using a BT email address that's linked to somebody else's account, you can move this across to your broadband service once it's up and running.

Will I have to pay any charges for my home move?

We'll let you know if you need to pay for a new line installation when you start your home move.

You may have to pay an activation charge if you choose to upgrade to EE TV or BT Infinity in your new home (and you don't already have it where you live now).

If you want to cancel a BT product, you'll need to give us 30 days' notice, or you'll have to pay early termination charges. For more detailed information please visit www.bt.com/terms >

What will happen to my phone line contract term if I move?

If you want telephone service at your new address, a new 12-month contract term will always apply for the telephone line. Any un-used portion of Line Rental Saver that you paid at your old address, and any remaining contract term on a telephone calling plan, will both carry over to your new address.

What will happen to my broadband term if I move?

Any term remaining on your existing broadband contract will be transferred to your new address if you take the same service there. However, if the term on your broadband contract is less than three months, a new three-month contract will apply at your new address.

Do my existing EE TV contract, subscriptions and terms and conditions continue at my new home?

Yes, they all remain the same. Any outstanding charges are carried over to your new address.

Can I take my old calling plan with me if I move or change my account details?

If you're on any of our existing calling plans you can easily transfer your plan across if you move home or your account details change.

However if you're on one of our older plans, BT Together Local Calls or Working Together, you won’t be able to transfer these across. Instead you will need to look at one of our current calling plan options, which we hope you’ll find will offer you great savings. Please be aware that if you take advantage of one of our current calling plans you won’t be able to go back to a previous plan at a later date.

Look at our current plans at www.bt.com/callingplans >