Introduction: Do Not Let Broadband Ruin Your Moving Day

Moving house is stressful enough without the added headache of being stuck without internet in your new flat. Yet it is a surprisingly common problem — over 60% of people who contact us about broadband issues are in the middle of a move. Whether it is unexpected early termination fees, missing coverage at the new address, or simply running out of time to arrange installation, broadband problems can turn an already hectic move into a nightmare.

This comprehensive checklist covers everything you need to handle your broadband when moving house in Hong Kong, starting from six weeks before the move right through to your first week in the new flat.

Step 1: 4-6 Weeks Before — Research and Plan

Check Coverage at Your New Address

The single most important thing to do before anything else is to check which ISPs serve your new building. Coverage can vary enormously between buildings, even neighbouring ones:

• Use FibreHK: Enter your new address to see all available providers at a glance
• Note the fibre type: FTTH (fibre to the home) offers more reliable speeds than FTTB (fibre to the building)
• Check for port exhaustion: Some ISPs may have no available ports in popular buildings, meaning you could face a waiting list
• Confirm available speeds: Older buildings may only support up to 100Mbps, even if the provider offers faster plans elsewhere

Review Your Current Contract

Before deciding how to handle your broadband, understand your current situation:

Step 2: 3-4 Weeks Before — Make Your Decision

Option A: Transfer Your Existing Service

If you are happy with your current provider and they cover your new address, you can request a service transfer:

• Pros: No early termination fee, contract terms carry over, simpler paperwork
• Cons: Transfer fee of around HK$200-$680, you miss out on new customer deals, scheduling can take longer
• How to apply: Call your provider's customer service or visit a retail store to request a "service relocation"
• Timeframe: Typically requires 7-14 working days to arrange

Option B: Cancel and Sign Up Fresh

If your contract is near its end, or if a different provider offers better value at your new address, cancelling and starting fresh may save you money:

• Pros: Access to new customer promotions (often HK$30-$80/month cheaper), freedom to choose any provider, chance to pick a speed tier that better suits your needs
• Cons: Early termination fees if your contract is still active, need to sign a new contract, possible gap in service
• Best suited for: Contracts with 3 or fewer months remaining, or when a much cheaper provider covers your new address

Cost Comparison Example

Step 3: 2-3 Weeks Before — Take Action

Notify Your Current Provider

Whether you are transferring or cancelling, contact your provider as early as possible:

1. Call customer service: Inform them of your moving date and your decision (transfer or cancel)
2. Record reference numbers: Note down the reference number and agent name for every call
3. Confirm the last service date: Ensure service at the old address continues until after you have moved out
4. Ask about equipment returns: Find out how and where to return the router and ONT

Apply for Broadband at Your New Address

If you need a new service at your new address:

• Apply 2-3 weeks in advance: Allow enough lead time for processing and scheduling installation
• Book installation for moving day or the day after: Minimise the gap without internet
• Compare multiple providers: The cheapest option at your new address may be different from your old one
• Note installation time slots: Some providers offer Saturday installations, which can work well around a move

Documents You Will Need

• Copy of HKID (account holder)
• Proof of new address (tenancy agreement, provisional sale and purchase agreement, or rates bill)
• Existing account or contract number (if transferring)
• Bank account or credit card details (for autopay setup)
• Landlord authorisation letter (if you are a tenant and the landlord must approve installation)

Step 4: 1 Week Before — Confirm Everything

Final Confirmation Checklist

1. Reconfirm installation date and time slot: Call the provider to double-check
2. Notify the new building's management office: Let them know a technician will be visiting, as some buildings require pre-registration
3. Arrange a backup internet plan: In case of installation delays, have mobile data or a portable Wi-Fi device ready
4. Back up your router settings: If you are using your own router, save all your custom settings
5. Gather equipment to return: Collect the old provider's router, ONT, power adapters, and cables in one place

Step 5: Moving Day — Execution

At Your Old Flat

• Do not disconnect the ONT yourself: Providers typically arrange for a technician to handle this
• Photograph all equipment: Take photos of the condition of all devices before packing them, to protect yourself against deposit deductions
• Take all returnable equipment with you: Router, ONT (if the provider requires it), all accessories and cables

At Your New Flat

• Keep the installation area clear: Do not stack boxes near the cable entry point
• Have power outlets ready: The router and ONT each need their own power socket
• Run a speed test immediately after installation: Use Speedtest.net to confirm you are getting the speeds you are paying for
• Test Wi-Fi in every room: Walk through the flat and check signal strength in each room

Keeping Your Phone Number

If you use a broadband phone service and want to keep your number:

• Number portability: Under OFCA regulations, fixed-line numbers can be ported to a new provider
• Processing time: Number transfers typically take 5-10 working days
• Expect brief disruption: Phone service may be interrupted briefly during the transfer
• Fees: Number porting is usually free, though some providers may charge a small administrative fee

Frequently Asked Questions

Can I keep service at both addresses during the transition?

Yes. You can ask your old provider to keep the service running for a few extra days after you move out. Some providers even allow temporary dual-address activation to ensure you are never without internet.

What if my preferred ISP does not cover the new building?

First, use FibreHK to check all available providers. If your preferred ISP truly has no coverage, your options include: choosing an alternative provider that does cover the building; asking your ISP when they plan to expand coverage to that building; or considering 5G home broadband as a flexible alternative.

Can I transfer my service for free during the contract?

A handful of providers offer one free relocation during the contract term, but most charge a transfer fee of around HK$200-$680. It is worth asking about relocation policies before you sign any contract.

Moving Broadband Timeline at a Glance