How to transfer your Zen Internet service when moving house

Moving house is an exciting yet hectic time. Among all the hustle and bustle it can be easy to overlook even the most obvious things. One thing you wouldn’t want to be left without when you open your new front door is your internet service.

We’re here to help make the process of transferring your broadband and phone service as simple as possible. Here are some tips to help ensure a smooth transition.

Plan ahead: Allow at least 10 working days

One of the most important things to remember is to give us as much notice as possible. Typically, 10-15 working days should be enough for us to get your service smoothly transferred. This timeframe allows us to set up your new service at your new address and ensure you’re not left without a connection. Rather than thinking of it as moving an existing service, it’s really a lot more like setting up a new service – and that requires time and coordination to make your switch as straightforward as possible.

Make a checklist

To help make your move smoother, follow this simple checklist:

1. Contact Zen early: As soon as you know your moving in date, get in touch. The more notice you can provide, the better (within reason – we don’t need to know six months before your move!).
2. Confirm service availability: Make sure that Zen services are available at your new address. You can enter your new postcode here to check for coverage and availability.
3. Schedule dates: Arrange the disconnection date at your current address and the connection date at your new address.
4. Update your address: Remember to update your address for billing and communication purposes.
5. Back up data: Before the move, back up any important data in case there are any delays getting connected.
6. Temporary solutions: Just in case there’s a gap between your move and your new service being activated, it can be handy to have some available data on your mobile phone should you need to hotspot for a couple of days.
7. Equipment: Don’t forget to take your Zen router with you. If you need new equipment, let us know in advance so we can arrange it for you.
8. Notify other services: If you have other services linked to your internet, like security systems or smart home devices, make sure to notify them about your move.

Moving home FAQs

What happens if my new home isn’t in a Zen service area?

Virtually all the country is now covered by Zen broadband. However, if the type of connection you’re currently on isn’t available at your new address, we might need to switch you to another. For example, if you’re currently on full fibre but it’s not available at your new home, we’d put you on a SOGEA connection – and vice versa.

Is there a fee for transferring my service?

There usually isn’t an early termination or activation fee if you’ve had your current contract for at least 6 months. Any applicable fees will be communicated during your initial call to set up the transfer.

Can I upgrade my plan during the move?

Yes, you can discuss upgrading your plan with our customer support team when you arrange the transfer.

For more answers to your questions, check out our expanded FAQ list here.

If you have any questions about your move or need assistance, our support team is here to help. You can reach us on 01706 902001 or email moves@zen.co.uk

For more detailed information on the moving home process, visit our Move Orders page and read about the importance of your broadband connection when moving home here.