Change of Address Guide for Customers moving home
We recognise that moving home can be stressful and increasingly nowadays an internet connection plays an important part when organising this, both before and after moving home. Our guide below is aimed to help customers understand the costs and timescales involved when arranging broadband for your new home.
Firstly call our UK customer services with details of your new address so that they can run checks and assess your specific circumstances. Call us with as much notice as possible on 01923 709 709 and press option 3, ideally 2 weeks prior to the move as it can take 5 to 10 working days to activate your services in the new property. Having determined what is possible given your specific requirements our advisor will explain costs, if any, and take your instruction to proceed. If there are any costs associated with the move, we will simply add them to your next monthly bill.
Guide to what is possible and associated costs
Active services at my new home
FREE we will arrange the transfer of your phone/broadband to complete on the day you move in. If you are moving to a property where the connection type of your current property is not available, we will provide you with the alternative services that are along with the prices associated.
Will I be entered into a new contract?
Yes. When moving we need to enter into a new agreement with our supplier. As such we will agree a new minimum term agreement based on the services that can be provided. In the majority of cases this will be for 18 Months.
Keep my telephone number
Yes, if moving to a home within the same telephone exchange. If moving out of the exchange area we can arrange call forwarding if desired but this is a service more suited to businesses.Installation
If an installation is required at the new property this can be arranged for your free of charge. We always aim to get the installation completed on the date you specify; however this can take slightly longer due to engineer availability and any additional works that would need to be carried out for the installation to be completed.
What do I do with my existing router?
Please take this with you. We are able to talk you through re-configuring the router to work at your new property. If a new router is required for the new property, we will send this to you in time for your connection date. In this instance, please return the router from your previous property.
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- How long does it take to get connected? The typical timeframe for connection after agreeing to join our services is 14 days. In a very small number of cases, if additional works need to be carried out to provide the service or engineers are unavailable, this can take longer. We will of course ensure if this is the case that you are kept up to date until the services are activated.
- First Invoice Your first invoice consists of the part month package cost from the date of your switch over or activation to the end of the current month, plus the advance month package cost (plus any additional set up fees applicable and the postage and packing of any equipment). This brings you in line with our monthly billing cycle. Thereafter your monthly invoices will be generated on the 7th of each month. Monthly bills ONLY include the advance month package cost plus any chargeable calls made in the previous month. Monthly direct debits/continuous payment authorities are collected on the 17th of each month. If you prefer a different date for your payment, simply contact us here or call customer services on 01923 709709 option 3 with your account number and your preferred date.
- Cooling off Period All new orders placed are covered by a statuary 14 day cooling off period from the point at which you agree to join our services. In some cases, we are able to bring forward your installation/activation of services. In this instance, once the service is live within the 14 days, your right to cancel is lost and termination fee’s would be applicable.
- Free Wireless Router This will arrive the working day before your services are installed/activated.
- Fair Usage Policy If you have chosen our 700 minute call plan calls are free for up to 60 minutes duration per call to numbers 01,02 and 03
and mobiles (excludes indirect access numbers and dial-up internet access). A fair usage of 700 minutes per month applies
to this plan. If a call exceeds 60 minutes the entirety of the call is chargeable at the standard rate. If you exceed 700 Minutes each minute
over the allowance will be charged at our standard rates.
If you have chosen our Anytime call plan calls are free for up to 60 minutes duration per call to numbers 01,02 and 03 and mobiles (excludes indirect access numbers and dial-up internet access). A fair usage limit of 2000 minutes per month or 300 calls per month apply to this plan. If a call exceeds 60 minutes the entirety of the call is chargeable. If you exceed 2000 minutes, each minute over the allowance will be charged at our standard rates. - Operating Hours Our fully UK based awarding winning Sales, Customer Service and Technical Support teams are open Monday to Friday 8am to 8pm and Saturdays from 9am to 5pm.
Call 0800 027 3930 or schedule a call-back from one of our UK-based support team...
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Utilities UK Ltd t/a Direct Save Telecom - Registered in England - Registration number 312695
Registered address Direct Save House, Unit 2 Century Court, Tolpits Lane, Watford WD18 9RS Direct Save 2005-2023