Moving House - what do I need to do?

If you are moving home or need to cancel your Sure fixed services, please notify us as soon as possible to ensure a smooth transition.

Important Lead Times

The standard lead time for moving or cancelling services is up to 15 working days. If your property requires an engineer visit, this process may take longer. To avoid delays or service disruptions, please provide us with as much notice as possible.

Moving House

When moving, you must take your existing router and all associated cables with you to your new property.

• Fibre Connections: Please leave the ONT (the device where the fibre cable enters the property) and all connected cables—including the Ethernet cable connecting the ONT to the router—in place.

• New Installations: If your new home is fibre-ready but requires a new ONT installation, our provisioning team will coordinate this with you.

How to Request a House Move:

1. Online Form: Complete our House Move Form.

2. MySure: Log in to your account via the MySure portal.

3. Phone: Call us on 07624 247247.

Information Required:

• Sure Account number or phone number.

• New address (including postcode).

• Mobile contact number.

• Email address.

• Moving date (must be a weekday).

Ceasing Service

If you do not wish to transfer your services to a new property, you can request a cease of service. Please note that if your services are still within a contract period, this may incur contractual charges.

How to Request a Cease of Service:

1. Online Form: Complete our Cease of Service Form.

2. MySure: Log in to your account via the MySure portal.

3. Phone: Call us on 07624 247247.

Information Required:

• Sure Account number or phone number.

• Date of the cease (must be a weekday).

• Forwarding address.

Additional Information

• Service Costs: To check the costs associated with moving house, please click here.