Moving home

Moving home can be a stressful experience, and that's not to mention the sheer amount of work involved. Thankfully, if you're already with Zen, at least you won't have to worry about moving your broadband.

Making your move

We aim to get you moved with minimal disruption to your broadband service, and we won't even charge an activation fee!

All we ask is that you give us as much advance notice of your move as you can - at least 10 working days. The more time we have to arrange your move, the more simple and straightforward it will be. We'll also write to you to let you know when the service to your old address has been cancelled.

Avoid downtime

As long as we have enough notice, we can arrange for your broadband to be switched off when you move out, and switched on the day you move into your new home. We can also provide a concurrent service for when you temporarily require a broadband connection in both properties.

Avoid complexity

When you make the move with Zen, should you choose to keep your existing username and IP address, there'll be no need to reconfigure your equipment. Simply plug in your router at your new address and you should be good to go - keeping your familiar email address and username.

Keep costs down

When you keep your existing Zen broadband service, in most cases, there will be no early termination or activation fees to pay*. And there will be no need to take out a new contract with a new provider or configure new equipment.

*No early termination fees payable if you’ve had your current contract for at least 6 months.
*Costs may be incurred for your new service if, for example, infrastructure improvements need to be put in place to accommodate your desired service (such as equipping your home for Ultrafast broadband or installing a new phone line).

What do I need to do?

When you're ready to make the move, we'll require some information from you. First of all, we'll need to know your new address, your moving date and details of your current Zen service.

When you've got that information, just give us a call on 01706 902001, or contact us at moves@zen.co.uk and we'll take care of the rest. And remember, we'll need at least 10-15 days' notice to make sure we can get you moved with minimal disruption.

It's important to make sure that your address and contact details are up to date. Instructions on how to change these are available on our Knowledgebase.

Home Move FAQs

Will I Need a New Router?

If you have our latest Fritz!Box 7530, no! You simply take your router to your new property and plug it in when your new service is active. If you have a different model router, let our team know when you place your order and they’ll discuss this further with you.

Will My Existing Contract Continue?

When you move home, a new contract will be applied to your account and your previous one is removed. The contract length will depend on the package you choose.

Will My Old Service Cancel Automatically?

You’ll need to let us know when you’d like your old service to be cancelled. All you need to do is inform our agents when placing your move order when you’d like to cancel it. If you’re not sure, our dedicated moves team will be in touch when your new service is complete to discuss cancelling your old service.

Can I Have a Specific Date For My Move?

Yes! As long as your move in date allows the minimum lead times to pass (10-15 working days dependant on your package). Please be aware, these lead times can change based on things such as infrastructure requirements and job complexity, but we’ll keep you informed of any changes throughout the activation process!

Can I keep my existing telephone number including area code?

Yes – there are no restrictions when moving your number to Digital Voice – but please do let us know when placing your order that you’d like to do this.

Can I Move Whilst In Contract?

Customers are eligible for one free move within a 12 month period. As long as you’re at least 6 months into your contract, we’ll be happy to remove any early termination charges when you place a move order. If you’ve not had the service for at least 6 months you may be liable for any remaining contractual charges, though our team will be able to confirm this for you.