# Can a New Tenant Use an Existing Fibre Installation?

Source: https://urbanx.co.za/knowledge-hub/switching-moving-managing-fibre-service/new-tenant-existing-fibre-installation

**Answer:** Often yes. A new tenant can usually order their own service over a usable existing FNO installation, but they do not inherit the previous occupant’s ISP account. The ISP or FNO must confirm the exact premises, equipment identifier and current line state. Proof of occupation may be required if an earlier service is still active or disputed.

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**

### Installation and service are separate

The fixed fibre equipment belongs to the premises infrastructure, while the internet service is tied to a customer agreement. This distinction explains why an ONT can remain after someone moves out but a new tenant must still place an order.

Think of the records as two layers:

| Layer | What persists or changes |
| --- | --- |
| Physical FNO installation | Usually remains at the property |
| ISP service and customer account | Must be ended, transferred or replaced under the provider’s process |

A landlord’s statement that “fibre is installed” does not confirm that the line is available or that internet service is included in the lease.

### Inspect without altering the installation

Look for:

- a wall-mounted ONT;
- the FNO’s label or branding;
- a fibre wall box;
- a serial, circuit or object identifier;
- an intact optical lead;
- an appropriate power supply; and
- signs of a second or older installation.

Photograph the equipment and labels. Do not factory-reset, unplug optical connectors, remove the ONT or publish its identifier online.

If the property has only a router or Ethernet wall socket, that does not prove an active fibre termination is present.

### Ask the landlord useful questions

The owner or managing agent may know:

- which FNO installed the line;
- whether the prior occupant cancelled;
- whether connectivity is included in the lease;
- where common-area equipment is located;
- whether body-corporate permission is needed for further work; and
- whether the ONT or power supply was removed.

They should not give you the former tenant’s ISP credentials, invoices or personal information.

### Place a new order in your own name

Give the chosen ISP:

1. Exact street, complex and unit details.
2. Your occupation start date.
3. A photograph of the installed equipment.
4. The ONT or line identifier through a secure channel.
5. Proof of occupation or authority if requested.
6. The FNO name if visible.
7. Whether any service appears to be active.

The ISP can then choose the appropriate operator workflow. Depending on the line state, this may be called a reconnect, activation, migration, transfer or change of customer.

### What if the previous service is still active?

Do not use it, change its password or attempt to cancel it in the previous customer’s name. Tell the gaining ISP that you are the new occupant and provide evidence for the premises.

ISPA recommends transfer processes that protect customers against mistaken disconnection. The current ISP should be notified and given an opportunity to respond, while an FNO may use recent proof of occupation to resolve a legitimate change of customer.

This can take longer than activating a line already marked available because the operator must avoid disconnecting the wrong customer.

### Change of customer is not always a migration

A migration normally describes the same customer moving an existing line from one ISP to another. A change of customer involves a new occupant obtaining their own service at the same premises.

The distinction matters because:

- the new tenant cannot cancel the former tenant’s contract;
- the previous ISP may need to confirm line status;
- proof of occupation becomes central;
- historical debts should remain attached to the correct customer agreement; and
- the FNO must protect against an incorrect takeover.

ISPA’s best-practice recommendations distinguish a change of customer from a new physical installation. Reusing the existing infrastructure can avoid unnecessary work when the records and equipment are correct.

### Is the new tenant liable for the old account?

A new tenant should ask the ISP to open a service in the new tenant’s own name and explain any charge linked to the property. Do not agree verbally that a previous occupant’s personal ISP debt has become yours without a clear contractual and legal basis.

A different issue is physical FNO equipment that is missing or damaged. The provider may need to investigate when the loss occurred and under whose responsibility. Record the condition at move-in, ideally in the property inspection.

### What if the ONT is missing?

Tell the ISP that the address was previously connected but no ONT is present. Supply photographs of the wall box and cabling without disturbing them. The FNO may need to verify the installation and replace equipment.

Do not buy a random ONT. Fibre access devices are normally provisioned and managed for a specific operator network.

### What if the installed FNO is not your preferred network?

An open-access FNO may support several ISPs, but it does not mean every FNO serves the same address. You can choose among ISPs available on the installed network or investigate whether another network has separate coverage.

A second installation may require permission and physical work. It should not be ordered merely to bypass a resolvable line-record dispute.

### A clean handover for tenants and landlords

At move-out, the departing customer should:

- cancel or transfer their ISP service properly;
- leave the fixed FNO equipment;
- remove personal routers and credentials;
- preserve cancellation and equipment-return evidence; and
- tell the owner which FNO is installed, without exposing account data.

At move-in, the new tenant should:

- record the equipment condition;
- establish whether internet is included in the lease;
- order in their own name;
- provide occupation evidence securely; and
- obtain their own activation and billing dates.

### 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 and reconnects 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)
- [Why an Existing Fibre Service Can Block a New Order](/knowledge-hub/switching-moving-managing-fibre-service/existing-fibre-service-blocks-new-order)
- [What Happens to the ONT When You Change ISP?](/knowledge-hub/switching-moving-managing-fibre-service/what-happens-ont-change-isp)
- [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

**Can I plug in my router and use the old service?**

Not unless the service is lawfully yours and the provider has authorised it. An active connection may still belong to the previous customer.

**Does an existing ONT remove the installation fee?**

Not necessarily. Charges depend on the FNO, ISP, product and order type. Ask for an itemised quotation.

**Can a landlord order fibre for all tenants?**

Yes, under some building or managed-service arrangements. The lease should state who contracts, pays, supports and controls the service.

**What proof of occupation may be requested?**

A provider may request a lease, owner confirmation, utility or managing-agent document, together with identity verification. Requirements vary.

**Can the former tenant transfer their ISP account to me?**

Only if the provider offers and approves a formal change-of-customer process. A private password and debit-order handover is unsafe.