Moving House? Stay Connected Seamlessly with UrbanConnect

Moving to a new home is an exciting adventure, but it also comes with important tasks—like ensuring you get connected at your new address. UrbanConnect makes setting up internet in your new home easy, so you can stay connected to streaming, gaming, and chatting with friends. We’re here to help every step of the way!

How Moving House Affects Your Internet

When you change addresses, your current internet connection does not move with you. Your existing service must be canceled, and a new service must be set up at your new home—even if you are staying with the same Fibre Network Operator (FNO).

It requires coordination between UrbanConnect and the FNO(s) to ensure a smooth transition. However, as your ISP, we handle all the necessary arrangements with the FNO. You do not need to speak to the FNO directly—our team takes care of everything. We will, however, still need all the details from you to ensure a successful setup.

Two Scenarios for Getting Internet with UrbanConnect

There are two main situations when moving:

• You are already an UrbanConnect customer moving to a new home and want to continue using our service.

• You are not an UrbanConnect customer but, with your move, are looking to switch to us.

No matter which category you fall into, we ensure a smooth transition for your internet setup.

Costs You Should Expect When Moving Home Internet

UrbanConnect offers a flexible, month-to-month service with no hidden fees for setting up a new connection. However, if you cancel within the first 12 months of your service with UrbanConnect, a clawback fee (Terms & Conditions) will apply. This R2499 fee (including VAT) is only applicable if the service is terminated within the initial contract period, ensuring that installation and setup costs are fairly recovered.

Because internet services cannot be directly transferred between locations, a new service must be activated at your new home. The good news is that UrbanConnect makes this process seamless and stress-free by handling all the coordination for you.

Understanding these details allows you to enjoy reliable connectivity without worrying about unexpected costs, making your move smooth and hassle-free.

How to Set Up Internet with UrbanConnect When Moving

Step 1: Plan Ahead

• Review your current contract and service terms.

• Check if any fees apply when canceling your existing internet service. Existing UrbanConnect customers should verify whether the clawback fee applies if they are moving within the initial 12-month period.

• Provide advance notice for the cancellation of your current service. Most ISPs require a cancellation notice period of 30 days or a calendar month.

Step 2: Order Your New Service

• Check coverage at your new address on the UrbanConnect website to see which FNOs and internet packages are available to you.

• Place the order for your selected service and monitor your inbox for updates on your new setup.

• UrbanConnect will coordinate with your selected FNO to ensure you’re up and running as soon as possible.

Step 3: Enjoy Seamless Connectivity

• Once your new service is active, your internet will be ready to use.

• If you encounter any issues, our 24/7 support team is available to assist you.

Important Information

For answers to commonly asked questions, check out our FAQs page, or visit our News page regularly to enjoy more helpful articles like this one.

UrbanConnect keeps customers informed with the latest network status, fibre promotions, and policy changes.

Moving doesn’t have to be stressful. With UrbanConnect, getting connected in your new home is simple. For further assistance with setting up internet at your new address, contact our support team.

UrbanConnect – Keeping You Connected, Wherever You Move!