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.
For the Freeola Unlimited ADSL2 Broadband package, if you're within the first 12 months of your service with us, the termination fee will be £30, if you have been on the tariff for over 12 months, your termination fee will be £6.
Our Unlimited fibre broadband tariffs have a cease fee of £70.80 within the first 12 months of service. After this period, the termination fee will be £30. If you are outside our low-cost areas (roughly 90% of the UK is classed as a 'low-cost' area) then the termination fees will be higher.
The Unlimited ultrafast (FTTP & G.Fast) fibre broadband tarriffs have a termination fee of £102.14 within the first 12 months of activation. This charge will be £37.34 after this period has passed.
All of our other tariffs and Legacy Internet packages have a termination fee of £37.34.
Full details of our prices can be found on our pricelist page.
When you move home your new tariff may come with an activation fee. The activation fee will also vary depending on which package you're switching to.
If you are activating an Unlimited ADSL, Unlimited Superfast (low-cost areas), or Unlimited Ultrafast (G.Fast) (low-cost areas) service then activation is FREE.
The Extended Coverage ADSL tariff has an activation fee of £24, Unlimited Superfast broadband activation outside of the low-cost areas is £64.80 and the Ultrafast (G.Fast) service outside of low-cost areas is £124.80.
The FTTP service has an activation fee of £62.40 inside the low-cost area, and £119.99 outside of these areas.
As above, all details of our prices can be found on our pricelist page.
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.
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