# How to Switch Fibre ISPs on the Same FNO

Source: https://urbanx.co.za/knowledge-hub/switching-moving-managing-fibre-service/switch-fibre-isps-same-fno

**Answer:** Confirm that the new ISP sells service on the same FNO at the exact address. Check the old contract and notice period, place the migration order with accurate line details, give written cancellation notice, coordinate the line-release and activation dates, then confirm router and billing arrangements. The fibre cable and ONT normally remain in place when the same FNO is used.

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**

### First confirm that the FNO really is the same

The ISP is the company that bills you and provides internet access. The FNO operates the physical fibre line. A migration on the same FNO changes the service provider attached to the line; a move to another FNO is usually a separate installation and order.

Check the current FNO using:

- the order confirmation or invoice;
- the branding and identifiers on the ONT or fibre wall box;
- the ISP customer portal;
- the FNO’s address checker;
- written confirmation from the current or prospective ISP.

Do not rely only on a suburb-level map. Some properties have infrastructure from more than one network.

### Before giving notice

Collect the documents that control the switch:

1. Current agreement and any promotion rules.
2. Required cancellation method and notice period.
3. Current account and order references.
4. Exact physical address, including unit or stand.
5. FNO, line, circuit or ONT identifier.
6. Router ownership and return terms.
7. Any early-cancellation or installation-subsidy condition.
8. Preferred old-service end and new-service start window.

A new provider cannot erase obligations under the old agreement. Resolve arrears, notice and equipment questions directly with the current ISP.

### The normal migration sequence

#### 1. Ask the new ISP to validate the existing line

State that this is an ISP migration on the same FNO, not a new physical installation. Supply the exact premise and line details. Ask whether the new ISP wants the order before or after the old cancellation is submitted.

#### 2. Submit cancellation in the required recorded channel

Use the portal, form or email specified in the agreement. State the requested final service date and request confirmation of:

- notice received;
- final billing date;
- FNO cancellation submitted;
- expected line-release date;
- router-return obligations.

#### 3. Coordinate the migration order

Give the new ISP the cancellation reference and expected release date if requested. Do not ask either ISP to guess the other party’s date.

#### 4. Allow the current ISP and FNO to protect the line

ISPA recommends that an FNO notify the existing ISP before migrating a line. This is a safeguard against an incorrect address or unauthorised disconnection, not necessarily an attempt to prevent switching.

#### 5. Confirm the cutover state

Ask whether the line is:

- still active with the old ISP;
- cancellation scheduled;
- released and available;
- migration accepted;
- activated with the new ISP.

Each phrase describes a different state.

#### 6. Connect the correct router

The new ISP may supply a router or provide configuration details. Do not reset the ONT. Router setup belongs to the home-network layer; follow the new ISP’s instructions or use the [Home Network Infrastructure pillar](/knowledge-hub/home-network-infrastructure-wifi-gaming) for deeper LAN guidance.

### Why the old ISP is involved

The FNO has a service relationship with the ISP currently using the line. It cannot safely treat every incoming order as permission to terminate that service. ISPA’s best-practice recommendations say the losing ISP should respect the customer’s wish to move and notify the FNO on the correct date, while the FNO should give the current ISP an opportunity to dispute an incorrect transfer.

This is also why a migration should not be attempted by changing the spelling of an address or inventing a new unit. Incorrect premise records can disconnect another household and make later support harder.

### Migration does not promise zero downtime

When no physical work is required, the technical change may be quick. The administrative chain can still fail because:

- cancellation notice was not accepted;
- the release date and activation date differ;
- the new ISP submitted the wrong FNO or address;
- an account remains active or disputed;
- proof of occupation is required;
- the old router is removed before the new one is ready;
- the FNO portal has not updated.

Plan around confirmed dates and keep a temporary connection available if continuity is essential. See [How to Minimise Downtime When Changing Fibre ISPs](/knowledge-hub/switching-moving-managing-fibre-service/minimise-downtime-switching-fibre-isps).

### Billing during the switch

The old ISP may charge through the contractual notice period even if the new service activates sooner. The new ISP may bill from activation or according to its own billing cycle. That can create a valid overlap.

Before choosing the activation date, ask each ISP:

| Question | Old ISP | New ISP |
| --- | --- | --- |
| Notice accepted in writing? | Yes/No | Not applicable |
| Service-effective date? | End | Start |
| Billing-effective date? | Final charge | First charge |
| Proration applied? | Confirm | Confirm |
| Equipment action? | Return/keep | Supply/use own |

### A clean switching checklist

- FNO confirmed at the exact premises
- New ISP confirmed it supports that FNO and address
- Contract, notice and clawback checked
- Cancellation submitted through a recorded channel
- Old service-end date confirmed
- Line-release date requested
- New migration order and reference received
- ONT identifiers recorded
- Router return or replacement arranged
- Billing overlap understood
- Temporary connectivity available if required

### 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)
- [Fibre Migration vs Cancellation and a New Order](/knowledge-hub/switching-moving-managing-fibre-service/fibre-migration-vs-cancel-new-order)
- [What Is a Fibre Line Release?](/knowledge-hub/switching-moving-managing-fibre-service/fibre-line-release-explained)
- [Why Billing Can Overlap When You Switch](/knowledge-hub/switching-moving-managing-fibre-service/billing-overlap-switching-fibre-providers)

## Frequently Asked Questions

**Do I need the old ISP’s permission to switch?**

You must comply with the old agreement and the line must be released through the FNO process. That is different from giving the old ISP an unlimited right to block a legitimate migration.

**Will the ONT be replaced?**

Usually not when the same FNO line is retained and the equipment is serviceable. The FNO decides whether any equipment change is required.

**Can the new ISP cancel the old service for me?**

Do not assume so. Unless a documented process says otherwise, submit cancellation directly to the ISP with which you have the agreement and keep the reference.

**Can both ISPs run on one fibre line?**

Some FNO designs may technically support multiple services, but this is not universally available. Confirm whether the order is a migration, an additional service or a new installation.

**What if the line is not released on the promised date?**

Give the new ISP the old cancellation reference and ask both sides for the current FNO status. If the issue remains administrative, follow the written complaint process rather than logging it as an optical fault.