# How to Move Your Fibre Service to a New Address Source: https://urbanx.co.za/knowledge-hub/switching-moving-managing-fibre-service/move-fibre-service-new-address **Answer:** A fibre service normally cannot be moved like a mobile subscription because the line is fixed to a specific premises and FNO. Check coverage at the new address, ask the ISP whether it supports relocation, confirm what happens to the old agreement, order the correct service for the new premises and leave the old FNO equipment in place. Treat the two addresses, dates and equipment records separately. Part of [Switching, Moving & Managing a Fibre Service](https://urbanx.co.za/knowledge-hub/switching-moving-managing-fibre-service) · 10 min read · by UrbanX Knowledge Hub **Last reviewed: 26 August 2026 · 10 min read** ### Why a fibre move is really two workflows At the old address, the customer must decide whether to: - cancel the service; - transfer responsibility where the provider permits it; - keep it active for a short overlap; - fulfil or settle a fixed-term agreement; or - change the account holder under an approved process. At the new address, the customer must establish: - whether fibre coverage exists; - which FNO serves the exact premises; - whether an ONT is already installed; - whether an old service still occupies the line; - whether a new installation, reconnect or migration is required; and - when the new service can reasonably begin. Even when the same ISP serves both addresses, the underlying FNO, product, price and process may differ. ### Start with the exact new address Check the new street address, unit number, estate or complex name and any stand or erf reference used by the coverage system. A map pin on the same building is not enough when units have separate line records. Ask the ISP to confirm in writing: 1. The FNO at the new premises. 2. Whether the address is serviceable now or only planned. 3. Whether an existing installation is recognised. 4. Which order type will be submitted. 5. Any installation, activation or connection charges. 6. The package and contract terms available there. 7. What evidence of occupation or access is required. For detailed coverage and installation readiness, use [Fibre Coverage, Installation & Home Readiness](/knowledge-hub/fibre-coverage-installation-home-readiness). ### Do not assume the old contract relocates Moving home does not automatically end a service agreement or remove an early-cancellation exposure. ISPA’s best-practice recommendations say providers should make the limitations of relocation services clear, including the effect of moving to an area where the service cannot be supplied. Possible outcomes include: - the old agreement ends under its ordinary notice terms; - the provider opens a new order and closes the old one; - the contract continues on a replacement service where permitted; - a new minimum term applies at the new address; - an installation or equipment benefit is recalculated; or - a fixed-term cancellation amount remains payable. Request the provider’s actual relocation or cancellation clause. Do not rely on the generic phrase “we can move your fibre.” ### Choose the date strategy There are three common approaches. #### End the old service before the move This reduces potential billing overlap but leaves no connection at the old premises during the final days. It also does not guarantee the new line will be ready when you arrive. #### Keep a planned overlap Maintaining the old service until the new one is active gives continuity during the move. The trade-off is paying for two addresses for part of a billing cycle. #### Coordinate end and start dates closely This can reduce overlap, but installation, line-release and access dependencies make an exact same-day swap uncertain. Do not schedule essential work around an estimated date without a backup. Record four separate dates: old cancellation submitted, old service effective end, new order submitted and new service activated. ### What stays at the old property? The fibre wall box, optical lead installed as part of the premises infrastructure and ONT normally belong to or remain managed by the FNO. Leave them connected and undamaged unless the FNO expressly instructs otherwise. The Wi-Fi router is a separate item. It may belong to the customer or need to be returned to the ISP. Check [What Happens to the Router When You Cancel Fibre?](/knowledge-hub/switching-moving-managing-fibre-service/router-ownership-return-after-cancellation). Before leaving: - photograph the ONT and its serial label; - photograph the installation condition; - identify which power supply belongs to the ONT; - give the landlord or incoming occupant the FNO name if known; - do not share account passwords or leave an active router accessible; and - obtain a cancellation or transfer reference for your service. ### What if the new property already has fibre? An installed ONT is useful but does not prove that the line is available. A previous occupant’s service may remain active, cancelled but unreleased, suspended or associated with a different premise record. Send the gaining ISP a photograph and equipment identifier through its secure channel. It can determine whether the correct process is a reconnect, migration, change of customer or new order. Never use the previous occupant’s credentials or assume their service is included with the property. ### Prepare for access and lead time If physical work is needed, arrange: - owner or body-corporate permission where required; - access to common areas or communications rooms; - an adult contact at the property; - estate or building entry approval; - a suitable ONT location and power point; and - a clear record of any existing installation. These are installation prerequisites, not a guaranteed appointment. A provider should distinguish an order acknowledgement from a confirmed installation booking. ### A moving checklist #### Before giving notice - Read the old agreement and router terms. - Ask for the old service’s notice and effective end dates. - Check exact-address coverage at the destination. - Identify the destination FNO and existing equipment. - Request a written quotation and contract summary. #### Once the move is confirmed - Submit the old-address instruction through an official channel. - Save the reference and confirmation. - Place the destination order using the exact unit record. - Supply occupation and access evidence securely. - Decide whether a billing overlap is worth the continuity. - Arrange a temporary mobile connection if internet access is essential. #### After activation - Confirm the new service and billing start date. - Verify that the old service has ended on the promised date. - Return any loan router with proof. - Check the final old-address invoice and first new-address invoice. - Keep records until both accounts are settled. ### 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/) - [Openserve Fibre FAQs](https://openserve.co.za/faq) - [Vuma Fibre FAQs](https://vumatel.co.za/faqs) ### Related guides - [All Switching, Moving & Managing a Fibre Service guides](/knowledge-hub/switching-moving-managing-fibre-service) - [Can a New Tenant Use an Existing Fibre Installation?](/knowledge-hub/switching-moving-managing-fibre-service/new-tenant-existing-fibre-installation) - [Fibre Cancellation Notice Periods Explained](/knowledge-hub/switching-moving-managing-fibre-service/fibre-cancellation-notice-periods) - [How to Check Fibre Coverage at Your Exact Address](/knowledge-hub/fibre-coverage-installation-home-readiness/how-fibre-coverage-checks-work-sa) ## Frequently Asked Questions **Can I take the ONT to the new house?** Normally no. The ONT is associated with the original FNO installation and premises. Leave it in place unless the operator gives written instructions. **Can I keep the same fibre package?** Only if the new address, FNO and ISP support it. Speed, price and terms may differ even under the same ISP brand. **Does moving cancel a fixed-term contract automatically?** No. Check the agreement and ask the provider how relocation affects the remaining term. Consumer-law rights depend on the agreement and circumstances. **Should I cancel before checking the new address?** No. Confirm the destination options first so you can plan dates, costs and a backup connection. **Can the new tenant take over my account?** Only through a provider-approved change-of-customer or transfer process. Do not informally share an account, debit order or login.