Moving home with Sky or NOW broadband: step by step

Sky's Broadband and Sky Talk terms (from April 2025) deal with moving directly:

• Tell Sky straight away. The terms say to tell Sky immediately about a change of address, and recommend at least two weeks' notice.
• Your contract carries on. It continues after a move unless you have a right to end it, so moving doesn't end your minimum term (normally 12, 18 or 24 months, the terms say).
• If your product isn't available there, you choose. You can end the contract, or pick another Sky product that is available at the new address and carry on.
• There may be a fee. Sky can charge a reasonable administration fee for the transfer, and says it will tell you whether a charge applies, and how much, before it processes the move.

The moving-home FAQ page the terms point to for charges returned an error when we checked on 25 October 2026, so rely on what Sky tells you when you book. If you're offered a different package at the new address, ask whether it starts a new minimum term: none of the Sky pages we checked says either way. Our guide to Sky and NOW broadband price rises explains the price terms that come with any new contract.

Sky's moving home help page says to start your Home Move online by signing in with your Sky iD.

1. Have your details ready: your moving date (or the date you want services installed and activated), the new address with postcode, and, if it applies, the date you want Sky Broadband and Talk switched off at your current address.
2. Check who can book. You don't have to be the account holder, as long as you know the account password and you're moving with the account holder.
3. Book at least two weeks ahead. Sky says it needs two weeks' notice to set you up as soon as you move in.
4. Check what's available at the new address. Sky tells movers to check which broadband packages they can get there.
5. Manage changes online through Sky's order tracking page, using the option to manage a Home Move.

The Sky Talk terms also give 03442 41 41 41 for telling Sky your address is changing.

Sky's help page is clear that Sky Broadband & Talk customers won't be able to keep their old landline number: Sky provides a new one when you move. It lists no exceptions, so don't count on keeping your number by moving nearby.

The Sky Talk terms add that you may need a new Sky Talk account, need a working compatible line at the new address, and may pay an administration fee.

Line Rental or Internet Calls?

Which kind of Sky Talk you have depends on your broadband package, so if you take a different package at the new home, your phone may work differently too. Sky says Sky Talk comes as Internet Calls (a digital phone service over your broadband) on its Full Fibre, Ultrafast, Gigafast, Full Fibre Gigafast and Gigafast+ packages, and might on Superfast. Your bill shows which you have: "Sky Talk Line Rental" is a traditional line, "Sky Talk Internet Calls" the digital one.

With Internet Calls the phone plugs into the Sky hub or a phone adaptor, and Sky says it won't work in a power cut, if the hub is off, or during a broadband fault, so keep another way to call 999, such as a mobile with a strong signal at the new address. If you have a healthcare alarm that uses the phone line, check it with the alarm provider and tell Sky. See our guides to digital landlines in a power cut and telecare alarms after the switch-off.

GOV.UK expects the move from the old analogue phone network (the PSTN) to digital services to be complete for most customers by the end of January 2027; our guide to the digital landline switchover explains more. And on a Sky Network or fibre-based Sky Broadband, Sky's terms tie broadband and Sky Talk together: if one ends, so does the other, and Sky Broadband can't be ordered without Sky Talk.

Sky's moving help page has separate notes for its TV and mobile products, and they don't all need a Home Move:

If you're changing how you watch at the same time, our guide to moving from Sky Q to a Stream box explains what changes, and you can compare bundles on our broadband and TV deals page.

Sky's broadband terms (condition 10(c)(iii)) say you can end your contract immediately, including during the minimum term, without early termination charges (ETCs, Sky's name for exit fees) when you're moving home and the product isn't available at the new address. The Sky Talk terms (condition 8.2(e)) give the same right if Sky can't transfer Sky Talk, and 8.2(f) lets you end Sky Talk without ETCs after ending Sky Broadband this way.

• Act promptly. The terms say you must give notice within 30 days of receiving any notice from Sky (conditions 10(d) and 8.3), so act as soon as Sky tells you the product can't move.
• Non-standard installs. Sky won't install fibre broadband, or a new phone line, where extensive construction beyond standard needs is required. Its fibre installation terms and its Sky Talk terms on new phone lines both say that if the engineer finds the installation isn't standard and can't proceed, Sky cancels that order and refunds what you've paid in full. Our guide to extra installation and construction charges explains what counts as non-standard.

Sky may ask for proof of the new address, such as a signed tenancy or a completion statement, to decide whether the ETCs can be removed; you email it to etcs@sky.uk once the broadband has cancelled, and Sky suggests doing that within 12 days because ETCs are applied 16 days after the cancellation completes. Our Sky and NOW cancellation guide lists the documents Sky accepts and covers notice, the final bill and returning equipment.

NOW's help says Powered by Sky customers have their contract with Sky, which manages all aspects of the service, and points them to Sky's help site. No page we checked says whether that means Sky's online Home Move booking, so contact Sky, say you have NOW Powered by Sky, and ask how to book. NOW's current offer small print for Powered by Sky (the terms shown to new sign-ups, so check your own contract) adds:

• NOW Broadband Powered by Sky, Sky Talk and Sky WiFi Max are separate 24-month minimum term contracts supplied by Sky, so ask about each one;
• full fibre customers get Sky Talk as Internet Calls as standard, and it isn't available to customers with no mobile signal at home or who rely on their landline for the emergency services;
• a non-standard set-up may cost extra, and you must get any consents needed, such as your landlord's;
• the Sky Hub is on loan and must be returned when your broadband ends.

We couldn't find a Sky or NOW page saying whether Powered by Sky customers pay Sky's Home Move fee, can get a free move through Sky VIP, or keep their number, so ask before you confirm. If you have Sky WiFi Max boosters, our guide to Sky WiFi Max and boosters helps you set them up in a new layout.

NOW's moving article is written for the NOW Broadband Hub, which plugs into the phone socket through a microfilter. Its steps:

1. Phone NOW with your moving date and new postcode; NOW says it can't start the move without them. Progress then shows in Orders & appointments.
2. Give at least two weeks' notice, so NOW can check the new line is compatible with your plan and book an engineer if needed.
3. Check your plan can come. NOW can only provide plans supported by the telephone exchange serving the new home, and will tell you whether your plan is available there.
4. Keep using broadband until moving day. Switching to the new address takes around 10 working days, NOW says.
5. Ignore the "leaving" letter. You may get an automatic letter saying you're leaving NOW Broadband; NOW says you can ignore it.
6. Take your microfilters. Once the line is active, plug the hub into the phone socket through a microfilter. Your Wi-Fi password stays the same, and NOW Calls work the same day as broadband.

If you're thinking of moving to NOW Powered by Sky full fibre at the new home instead, NOW's cancellation help says you can't take your number with you when you switch to Sky or Powered by Sky full fibre. Our NOW broadband deals and Sky broadband deals pages explain what each offers.

Sky's supporting-documents page also lists moving into a home that already has Sky services, and Armed Forces postings, among the reasons it may review ETCs, each with its own list of accepted proof. Our guides to moving in together with two broadband contracts and broadband for armed forces families on a posting explain how those work.

An example plan built from Sky's and NOW's own notice periods; your dates depend on your completion date.

Once you're in, run our broadband speed test on the new connection, and if the last owner left smart devices on the Wi-Fi, see dealing with the previous owner's smart devices.

Sky's broadband terms and NOW's contract both say Sky is a signatory to the Automatic Compensation Code, and NOW's contract says you may be entitled to a payment if the engineer booked to set up your service doesn't turn up when confirmed. If the new line starts late or an appointment is missed, ask Sky or NOW whether a payment is due; our guide to automatic compensation for broadband problems sets out the current amounts and which orders count.

For a moving fee you think is wrong, or proof Sky won't accept, complain and keep a dated record. Sky's terms name CISAS as the independent alternative dispute resolution (ADR) scheme for Sky Broadband; our guide on how to complain about your broadband provider explains how long you wait before going to ADR.