# Fibre Migration vs Cancellation and a New Order

Source: https://urbanx.co.za/knowledge-hub/switching-moving-managing-fibre-service/fibre-migration-vs-cancel-new-order

**Answer:** Use a migration when the same premises and physical FNO line remain but the ISP changes. Use cancellation and reactivation when a service must first be closed and later restarted on the existing installation. Use a new order when the address, FNO or required physical infrastructure changes. The provider and FNO must confirm the actual workflow.

Part of [Switching, Moving & Managing a Fibre Service](https://urbanx.co.za/knowledge-hub/switching-moving-managing-fibre-service) · 9 min read · by UrbanX Knowledge Hub

**Last reviewed: 26 August 2026 · 9 min read**

### The four records behind one fibre service

A fibre change can affect four different records:

1. **Premises:** the mapped address, unit or stand.
2. **FNO line:** the physical connection and ONT associated with that premises.
3. **ISP service:** the internet service active over the line.
4. **Customer agreement:** the person or entity responsible for the account and billing.

“Cancel my fibre” is ambiguous because it does not state which records should end or remain.

### What a migration changes

An ISP migration normally keeps:

- the same physical address;
- the same FNO;
- the same installed fibre route;
- the same serviceable ONT.

It changes the ISP using the FNO line and the customer’s service agreement. The losing ISP closes its access service with the FNO, and the gaining ISP requests activation against the released line.

ISPA says the ideal migration begins when the first ISP gives the FNO notice of cancellation before the gaining ISP requests activation. It also recognises that disputes occur when a gaining order arrives while another ISP still controls the line.

### What cancellation changes

Cancellation ends the customer’s service agreement on an effective date and should cause the ISP to end its corresponding FNO service. It does not normally remove the installed cable, wall box or ONT.

Cancellation can be the end of the journey, or it can precede:

- activation by another ISP;
- a new customer at the same address;
- a later reconnect after a vacant period;
- a move to another address;
- a new installation on another FNO.

The final bill, equipment return and line-release status remain separate checks.

### What reactivation or reconnect changes

If a physical installation exists and no current service is active, an ISP may request reactivation or reconnection. The FNO must still verify the premises, equipment and line record. Remote activation may be possible; a visit may be required if the ONT is missing, damaged, incompatible or not correctly recorded.

Octotel publicly separates “migrations and reconnects” from first-time installations, illustrating that operators may route existing-line requests differently. That distinction is operator-specific, not a promise of immediate activation.

### What a new order changes

A new order is appropriate when:

- the new ISP uses a different FNO;
- no usable fibre installation exists;
- the customer is moving to another premises;
- the property record must be created or corrected;
- a second independent line is genuinely required;
- the FNO confirms that existing equipment cannot be reused.

A new order may require coverage validation, permissions, a route survey and physical installation. Those stages are covered in [Fibre Coverage, Installation & Home Readiness](/knowledge-hub/fibre-coverage-installation-home-readiness).

### Decision table

| Question | If yes | Likely route |
| --- | --- | --- |
| Same exact premises? | Continue | If no, new-address order |
| Same FNO? | Continue | If no, new FNO order and likely installation |
| Same ISP? | Change of customer or regrade may apply | If no, migration or reconnect |
| Existing service active? | Cancellation/release coordination required | If no, reconnect may be possible |
| Usable ONT and line recorded? | Remote activation may be possible | If no, technical visit or installation check |
| Same customer? | Migration/regrade | If no, change-of-customer evidence may be required |

This table is a planning aid. The receiving ISP must validate the order against the FNO’s current record.

### Common classification mistakes

#### Ordering a new installation on an occupied line

The order may be rejected because the FNO already has a valid line and service at the address. The correct route may be a migration or disputed transfer.

#### Calling a different-FNO order a migration

ISPs can migrate only within a process supported by the relevant physical network. Changing the infrastructure operator normally requires a separate line and installation workflow.

#### Treating a new tenant as the old customer

An installed ONT does not transfer the previous occupant’s account or obligations. The new resident needs a properly identified service and may need proof of occupation.

#### Treating cancellation as equipment removal

The ONT normally remains with the premises. The router follows its ownership terms.

#### Treating a blocked order as a fibre fault

If the line is still assigned to another ISP, the problem is an administrative ownership or release dispute. Technical diagnostics will not clear the premise record.

### What to write in the order request

> Please confirm whether this request is being processed as a migration, change of customer, reconnect or new installation. The exact address is [address and unit], the FNO is believed to be [FNO], and the installed ONT/line identifier is [identifier]. An existing service is [active/cancelled/unknown]. Please state which evidence or cancellation reference is required and whether physical work is expected.

### Sources

- [ISPA FNO and ISP Best Practice Recommendations](https://ispa.org.za/about/working-groups/best-practice-recommendations/)
- [ISPA Fibre Primer](https://ispa.org.za/policy-and-advocacy/fnos-and-isps/ispa-fibre-primer/)
- [Octotel migrations, reconnects and installations guidance](https://octotel.co.za/contact/)
- [Openserve Fibre FAQs](https://openserve.co.za/faq)

### Related guides

- [All Switching, Moving & Managing a Fibre Service guides](/knowledge-hub/switching-moving-managing-fibre-service)
- [How to Switch Fibre ISPs on the Same FNO](/knowledge-hub/switching-moving-managing-fibre-service/switch-fibre-isps-same-fno)
- [Why an Existing Fibre Service Can Block a New Order](/knowledge-hub/switching-moving-managing-fibre-service/existing-fibre-service-blocks-new-order)
- [How to Move Your Fibre Service to a New Address](/knowledge-hub/switching-moving-managing-fibre-service/move-fibre-service-new-address)

## Frequently Asked Questions

**Is a migration cheaper than installation?**

It may avoid physical installation work. Activation, migration or administrative charges depend on the FNO, ISP and offer, so request a current itemised quote.

**Can I migrate between different FNOs?**

Normally the physical network changes, so the request is a new order rather than a same-line ISP migration.

**Is reconnect the same as migration?**

No. A reconnect usually restores service to an inactive existing installation. A migration changes the ISP attached to a line.

**Can a migration happen before the old contract ends?**

The technical process and contractual obligation are separate. A line may need to remain with the old ISP until release even if notice has been submitted.

**Who confirms the order type?**

The receiving ISP should validate it against the FNO’s premise and line record and explain the required route.