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Moving House with UrbanX: Your Guide to a staying Connected
Moving to a new home is an exciting adventure, but it also comes with important tasks—like ensuring you get connected at your new address. UrbanX makes setting up internet in your new home easy so you can stay connected to streaming, gaming, and chatting with friends. We’re here to help every step of the way!
How Moving House Affects Your Internet
When you change addresses, your current internet connection does not move with you. Your existing service must be canceled, and a new service must be set up at your new home—even if you are staying with the same Fibre Network Operator (FNO). It requires coordination between UrbanX and the FNO(s) to ensure a smooth transition. However, as your ISP, we will handle the necessary arrangements with the FNO. You do not need to speak to the FNO directly—our team will take care of everything. We will, however, still need all the details from you to ensure a successful setup.
Two Scenarios for Getting Internet with UrbanX
There are two main situations when moving:
You are already an UrbanX customer moving to a new home and want to continue using our service.
You are not an UrbanX customer but, with your move, are looking to switch to us.
No matter which category you fall into, we will ensure a smooth transition for your internet setup.
Costs You Should Expect When Moving Home Internet
UrbanX offers a flexible, month-to-month service with no hidden fees for setting up a new connection. However, if you cancel within the first 12 months of your service with UrbanX, a clawback fee (Terms & Conditions) will apply. This R2499 fee (including VAT) is only applicable if the service is terminated within the initial contract period, ensuring that the installation and setup costs are fairly recovered.
Because internet services cannot be directly transferred between locations, a new service must be activated at your new home. The good news is that UrbanX makes this process seamless and stress-free, handling all the coordination for you.
Understanding these details allows you to enjoy reliable connectivity without worrying about unexpected costs, making your move smooth and hassle-free.
How to Transfer Internet with UrbanX
Step 1: Plan Ahead
Review your current contract and service terms.
Check if any fees apply when canceling your existing internet service. Existing UrbanX customers should verify whether the clawback fee applies to their situation if they are moving within the initial 12-month period.
Give notice of the cancellation of your current service in advance, keeping in mind that most ISPs require a cancellation notice period of 30 days, or a calendar month.
Step 2: Order Your New Service
Check coverage at your new address on the UrbanX website to see which FNOs and internet packages are available to you.
Place the order for your selected service and keep an eye on your inbox for communication regarding your new setup.
UrbanX will coordinate with your selected FNO to ensure that we get you up and running as soon as possible.
Step 3: Enjoy Seamless Connectivity
Once your new service is active, your internet will be ready to use.
If you encounter any issues, our 24/7 support team is available to assist you.
Important Information
For answers to more commonly asked questions, check out our FAQs page or visit our News page regularly to enjoy more interesting articles like this one.
UrbanX keeps customers informed with the latest network status, fibre promotions, and policy changes.
Moving doesn’t have to be stressful. With UrbanX, getting connected in your new home is simple. For further assistance with setting up internet at your new address, contact our support team.
UrbanX – Keeping You Connected, Wherever You Move!
