Freeola Broadband Address Change
Welcome to the Freeola Internet customer support pages. This guide is designed to help with changing the address of your Freeola broadband connection. For more internet help topics please visit our main Support Page.
Unfortunately, Freeola are not able to provide a 'line-switching' service for any of our broadband customers when moving house. If you are due to move addresses, regardless of whether or not your phone number is also changing, you will need to terminate the current broadband service and start a brand new one within the new premises.
Unfortunately, this will incur a termination charge, and may or may not incur an activation charge which is levied by Our Supplier. The termination charge will depend on a few things. Depending on which package you are on, your termination fee may be different.
On our Unlimited Evenings & Weekend packages (Family and Business ADSL Broadband), the termination fee is currently £37.34, which will be taken at the time of requesting the cease. For Freeola Unlimited ADSL2+ Broadband, if you're within the first 12 months of your service with us, the termination fee will be £30, If you have been on Unlimited broadband for over 12 months, your termination fee will be £6.
Our FTTC services have a cease fee of £37.34. Also, if your FTTC service is still in contract (all our FTTC services have a 12 month contract) you will need to pay the remainder of the contract period.
Full details of our prices can be found on our pricelist page.
When you move home and your new Freeola service has been set up, you are entitled to a 50% rebate of your termination fee which can be applied to your new bill.
The activation fee also depends which package you're switching to. If at your new home or premises you place a new order for either our Family or Business packages, the activation fee will be £24.50 (50% of the standard BT charge) and will be taken as part of placing the new order. If you place a new order for Freeola Unlimited broadband (ADS2+ or FTTC), your activation will be free of charge.
Please be aware that this process may involve some downtime depending on your circumstances. There is a lead time of 5-10 days to activate a new line at your new property. Once your line is active, you can re-order your broadband with us on your new telephone line. Alternatively you can sign up to our Broadband-only Line rental at the same time as signing up to our broadband service and where possible we will try and activate the line and the broadband service on the same day. This is known as a simultaneous provide.
If you have e-mail addresses and/or web space files and domain names within your MyFreeola account these will not be affected and will not suffer any downtime during any switchover period.