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Moving home
Moving home can be a stressful experience, and that's not to mention the sheer amount of work involved. Thankfully, if you're already with Zen, at least you won't have to worry about moving your broadband.
Making your move
We aim to get you moved with minimal disruption to your broadband service, and we won't even charge an activation fee!
All we ask is that you give us as much advance notice of your move as you can - at least 10 working days. The more time we have to arrange your move, the more simple and straightforward it will be. We'll also write to you to let you know when the service to your old address has been cancelled.
Avoid downtime
As long as we have enough notice, we can arrange for your broadband to be switched off when you move out and switched on the day you move into your new home when you continue your broadband service with us.
Keep costs down
Once you've been with us six months, leaving your old address costs you nothing. Not quite six months in? You'll just pay the balance of the amount owed to take you to the 6 months of charges. At your new address, pick a 24-month contract and there's no installation fee**, or go for our one-month rolling plan and just cover the installation for connection of your broadband.
Will my old service cancel automatically?
We'll take care of it. When you place your move order, just tell us your moving date and we'll aim to switch your new address on and your old one off the same day. The more notice you give us, the better our chances of hitting it exactly. There's nothing more for you to do unless the date changes, just let us know if it does. If your current package is not available at the new address, we will update you to one of our current service offerings.
Can I move while i'm in contract?
Yes, and there's nothing to pay to leave your old address as long as you've been with us six months. We'll waive any early termination charges when you place your move order, and you'll start a fresh contract at your new address — either 24 months, which comes with no installation fee, or our one-month rolling plan, where you just cover the installation. If you're not quite six months in, you'll pay the balance of those first six months and nothing more: For example, if you're four months into your contract at £28 a month and you move home and take a new contract with us, you'd pay the two months that remain of your first six: 2 x £28 = £56. Our team will confirm your exact figure when you place your order.
*No early termination fees payable if you’ve had your current contract for at least 6 months.
*Costs may be incurred for your new service if, for example, infrastructure improvements need to be put in place to accommodate your desired service (such as equipping your home for Ultrafast broadband or installing a new phone line).
*Costs may be incurred for your new service if, for example, infrastructure improvements need to be put in place to accommodate your desired service (such as equipping your home for Ultrafast broadband or installing a new phone line).
What do I need to do?
When you're ready to make the move, we'll require some information from you. First of all, we'll need to know your new address, your moving date and details of your current Zen service.
When you've got that information, just give us a call on 01706 902001,
or contact us at moves@zen.co.uk and we'll take care of the rest. And remember, we'll need at least 10-15 days' notice to make sure we can get you moved with minimal disruption.
Alternatively, you can place a move order on the home page from within your customer portal here.
It's important to make sure that your address and contact details are up to date. Instructions on how to change these are available on our Knowledgebase.
Home Move FAQs
If you have our latest Fritz!Box 7530, no! You simply take your router to your new property and plug it in when your new service is active. If you have a different model router, let our team know when you place your order and they’ll discuss this further with you.
When you move home, a new contract will be applied to your account and your previous one is removed. The contract length will depend on the package you choose.
You’ll need to let us know when you’d like your old service to be cancelled. All you need to do is inform our agents when placing your move order when you’d like to cancel it. If you’re not sure, our dedicated moves team will be in touch when your new service is complete to discuss cancelling your old service.
Yes, you can request a specific date, and we will work towards achieving that. As long as your move in date allows the minimum lead times to pass (10-15 working days dependant on your package). Please be aware, these lead times can change based on things such as infrastructure requirements and job complexity, but we’ll keep you informed of any changes throughout the activation process!
Yes – there are no restrictions when moving your number to Digital Voice – but please do let us know when placing your order that you’d like to do this.
No, you would need to start a new contract at the new premises, but there's nothing to pay to leave your old address as long as you've been with us six months. You'll start a new contract at your new address — either 24 months, which comes with no installation fee, or our one-month rolling plan, where you just cover the installation.
For example, if you're four months into your contract at £28 a month and you move home and take a new contract with us, you'd pay the two months that remain of your first six: 2 x £28 = £56. Our team will confirm your exact figure when you place your order.
If you are having issues setting up your Zen service in your new home you can find useful how to guides here.
If we can't provide service at your new address, you'll pay the remainder of the monthly charges for the term of your contract. We'd rather you know that up front, so you can choose the provider and contract that suit your plans.
For example, if you're 18 months into a 24-month contract at £28 a month, you'd have 6 months left to pay: 6 x £28 = £168. The same applies if you're not moving and simply want to cancel before your contract ends.
