topic Re: Disconnecting broadband in Full Fibre

Disconnecting broadband

Afeez — Thu, 10 Apr 2025 11:11:17 GMT

I’m moving house and I want to take the service to the new house. Do I disconnect just the broadband or I have to take the smaller device mounted to the wall ?

Re: Disconnecting broadband

Divsec — Thu, 10 Apr 2025 11:15:11 GMT

Hi @Afeez have you checked out this link?

https://community.talktalk.co.uk/t5/Articles/Home-move/ta-p/2205259

Re: Disconnecting broadband

nomfezeko-TT — Thu, 10 Apr 2025 11:34:24 GMT

Hi @Afeez, thank you for reaching out, should you need to move to another address along with your TalkTalk services, you can just simply request for a home move, you can use the link provided to you above regarding home move and once you have decided, please do let us know so we can get you our Team to help get it sorted for you.

Thanks,

-Fez.

Re: Disconnecting broadband

Gliwmaeden2 — Thu, 10 Apr 2025 13:29:54 GMT

@Afeez,

The ONT box is the equivalent to the old master sockets, so I believe that's to be left behind in the old home as it's part of the installation.

You'd take the actual router with you though.

Flagging this up for further clarification.

Re: Disconnecting broadband

nomfezeko-TT — Thu, 10 Apr 2025 13:52:41 GMT

@Gliwmaeden2, indeed you are correct however a strong point would be the type of plan a customer has agreed to in their new address.

If a client is moving from an old address with FTTC (Fiber to the Cabinet) internet to a new address with FTTP (Fiber to the Premises) internet, the way their internet is set up will be different. However, if they keep the same internet plan, all they really need to do is take their router with them to the new place. It's a simple move—just grab the router, and they’ll be good to go at their new home. 😊

-Fez.

Re: Disconnecting broadband

Gliwmaeden2 — Thu, 10 Apr 2025 14:05:28 GMT

Yes.

The customer was asking about "the smaller device mounted to the wall".... which should always be left behind, @nomfezeko-TT?

So, to be clear, customers never take anything that's actually stuck to a wall.

Re: Disconnecting broadband

sabelo-TT — Thu, 10 Apr 2025 14:18:48 GMT

@Gliwmaeden2 basically, a clear statement would be, customers will need to leave the master socket installed to their home at time of a home move.

In other word/meaning, customers must only take their router and TalkTalk TV box to their new address. 🙂

Re: Disconnecting broadband

nomfezeko-TT — Thu, 10 Apr 2025 14:42:42 GMT

Yes, to ensure a seamless transition of TalkTalk services. customer can just take with them their router and their TalkTalk TV Box and can leave the master socket installed.

-Fez.

Re: Disconnecting broadband

Gliwmaeden2 — Thu, 10 Apr 2025 15:05:12 GMT

@Afeez, have you actually set up the Home Move with the Home Move team already?

Re: Disconnecting broadband

Afeez — Thu, 10 Apr 2025 15:13:22 GMT

I wasn’t sure if what it is because there was already a master socket in the old house. Talk talk at the time said they needed to add another device. Thanks for letting me know.

Re: Disconnecting broadband

nomfezeko-TT — Thu, 10 Apr 2025 15:55:22 GMT

Thank you for sharing this information. I wanted to follow up and see if there is anything we can assist you with at the moment or further clarity regarding the Home Move.

Please let us know how we can help!

-Fez.