How do I tell Zen I'm moving?
Three routes, all from Zen's move-orders page: place a move order in the customer portal, email moves@zen.co.uk, or call customer enquiries on 01706 902001. Have the new address and your target move date ready. Zen checks what it can supply at the new postcode and books the disconnection and reconnection around your date. If you have Digital Voice, say so when you place the order — Zen says you can keep your number, area code included.
How much notice does Zen need?
Zen gives three slightly different figures, so here they all are. The move-orders page asks for “at least 10 working days” and says 10–15 days may be needed depending on the package and any infrastructure work. Its 2024 moving-house blog says 10–15 working days. The Retail General Terms (clause 13) say “at least 14 days before”. My practical reading: three weeks is comfortable, under two is a gamble, and if the new address needs an engineer to fit full fibre the lead time is whatever Openreach or CityFibre can offer, not what Zen would like.
Pack the router where you can find it. Zen says the FRITZ!Box 7530 just needs plugging in at the new address with no reconfiguration; other models “may require discussion” with the team. Zen's own checklist also suggests a mobile-data fallback for the gap between the two connections.
Does my contract carry over or restart?
It restarts — this is the part that surprises people. Zen's move-orders page: “a new contract will be applied to your account and your previous one is removed”, with the length depending on the package you choose. The terms say the same in stiffer language: on a home move “your existing contract will be terminated” and you “will need to enter into a new contract”. So if you're 14 months into an 18-month deal, you start a fresh minimum term at the new address, at whatever price Zen quotes for that package and postcode. That price is then fixed for the new term under the Contract Price Promise.
One legacy catch: if you signed up before 31 May 2022 and still hold Zen's old Price for Life guarantee, moving home ends it. Zen's Contract Price Promise page and the Lifetime Price Guarantee terms both say so. If you've been sitting on a years-old price, know that before you assume it travels with you.
What does a home move cost?
- No activation fee for moving an existing service, and you get one free move in any 12-month period.
- No early termination charges if you're at least six months into your contract — Zen removes them when you place the move order. Under six months, Zen says you “may be liable for any remaining contractual charges” and its team will confirm the figure.
- Infrastructure costs “may apply” if the new address needs work. Zen's examples are upgrading to Ultrafast or installing a new phone line. No amounts are published; Zen says any fees are confirmed on the initial call.
Note the tension between clause 13 of the terms, which says you “may still be liable” for the whole term if you move mid-contract, and the help page, which waives the charges after six months. The help page is the operational policy, but I'd get the waiver stated on the move-order confirmation rather than rely on the page.
What if Zen can't serve the new address?
Zen's blog says “virtually all the country is now covered” and that if your current connection type isn't available at the new house, Zen may move you to another — full fibre to a part-fibre SOGEA line, or the other way round. What Zen doesn't publish is a policy for the case where it can offer nothing at all at the new address, and the terms don't cover it either. I can't tell you the answer because Zen hasn't written one down. Ask the moves team, get it in writing, and if you're under six months into the contract ask specifically whether the remaining-charges rule applies when the reason is coverage rather than choice. If it comes to leaving, the mechanics are on the cancellation page.
New house has full fibre and the old one didn't?
Since the move is a new contract anyway, it's the natural moment to change package, and Zen's blog invites you to discuss upgrading during the move. Compare the tiers on the packages guide. Two practical points: full fibre needs an ONT in the property, so if the new house hasn't got one, add an engineer visit to your timeline; and the router stays the same FRITZ!Box on most full-fibre tiers, with the top tier shipping an eero mesh unit instead (see the router page).
Where the referral offer does and doesn't fit
Straight answer: an existing Zen customer moving house cannot use the referral. The £40 eGift card is for people who have never been Zen customers under any email address, and a move order isn't a new order. Where it is relevant is the other side of the move: if you're moving in and you're not with Zen, a house move is an unusually clean time to start a contract, because you're ending the old provider at the old address anyway. Register through the link before you order, in the sequence on the switching guide. And yes, I get £40 too — the disclosure sits next to every button on this site.
Moving checklist
- Run the new postcode through zen.co.uk before you commit to a date.
- Place the move order at least 10 working days out; more if an engineer is likely.
- Confirm in writing: new contract length, price, and that early termination charges are waived.
- Tell Zen about Digital Voice and any number you want to keep.
- Take the router, the power supply and the cables with you.
Sources
- Zen — Move orders (help and support)
- Zen — How to transfer your Zen Internet service when moving house (1 July 2024)
- Zen — Retail General Terms and Conditions (updated 18 May 2026), clause 13 Moving Home
- Zen — Contract Price Promise (Price for Life ends on a home move)
- Zen — Lifetime Price Guarantee terms and conditions
- Zen refer-a-friend offer terms (new customers only)