If you are relocating your home or business in South Africa, you may want to transfer your Telkom line to your new address instead of cancelling the service. Fortunately, Telkom allows customers to request a line relocation through an online portal or by contacting customer support.
This guide explains how to move a Telkom line to a new address, the requirements, how long it takes, and what to do if your new location does not support your current service.
Can You Move a Telkom Line to a New Address?
Yes. Telkom allows customers to transfer their existing phone or internet line to another address if the service is available at the new location.
The process usually involves submitting a relocation request through Telkom’s online portal and providing details about your current account and the new address. After submitting the request, Telkom typically contacts customers within two business days to arrange the relocation.
However, the move will only be possible if your new address has compatible infrastructure or network coverage.
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How to Move a Telkom Line to a New Address
Follow these steps to transfer your Telkom line to a new location.
1. Visit the Telkom Line Move Portal
Start by visiting the official Telkom relocation page and submitting a line move request.
You will be required to complete a form that includes:
- Account holder details
- Phone or service number
- Current address
- New address
- Preferred relocation date
Telkom recommends submitting the request at least 30 days before your move to avoid service interruptions.
2. Select Customer Type
When filling out the form, you will need to choose whether you are:
- A home customer, or
- A business customer
This ensures Telkom directs the request to the correct department.
3. Provide Service Details
You will need to provide accurate information such as:
- Your Telkom landline or internet number
- Customer or account number
- The exact address where the line will be installed
- The date you want the relocation to occur
Incorrect information may delay the relocation process.
4. Confirm the Request
Once all details are entered correctly, confirm and submit the relocation request.
Telkom will review the request and contact you to confirm the move and schedule installation.
How Long Does It Take to Move a Telkom Line?
The time it takes to relocate a Telkom line can vary depending on several factors, including infrastructure availability at the new address.
In most cases:
- Telkom contacts customers within two business days after the request is submitted.
- The relocation process may take a few days to several weeks, depending on installation requirements.
To avoid delays, it is recommended to submit the relocation request at least one month before moving.
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Requirements for Moving a Telkom Line
Before transferring your Telkom service to a new address, make sure the new location meets the following requirements.
1. Network Availability
Your new address must have Telkom infrastructure available. This may include:
- Fibre internet
- Fixed LTE
- Existing copper line infrastructure
Telkom has been gradually replacing older copper infrastructure with fibre and fixed-LTE services in many areas.
2. Available Line Capacity
If the exchange or network capacity in the new area is full, Telkom may not be able to immediately install the line.
In this case, you may need to:
- Wait for network capacity to become available, or
- Choose an alternative service such as fibre or LTE.
3. Service Compatibility
If your current service uses older technologies such as ADSL, it may not be available in the new area.
You may need to upgrade to:
- Fibre internet
- Fixed LTE broadband
Moving Telkom Fibre to a New Address
If you currently use Telkom fibre, the relocation process depends on whether fibre infrastructure is available at your new address.
If the same fibre network operator (FNO) serves the new area, your service may be transferred to the new address. However, if the new location uses a different fibre provider, you may need to cancel the existing contract and sign a new one.
In such cases, installation and router costs may be included in the new contract.
What to Do Before Moving Your Telkom Line
Before submitting your relocation request, it is helpful to prepare the following information:
- Account holder name
- Telkom service number
- Customer or account number
- Current address
- New installation address
- Preferred relocation date
Having these details ready will make the process faster.
Tips to Avoid Service Interruptions
If you rely on your Telkom connection for work or business, follow these tips to reduce downtime.
Request the Move Early
Submit the relocation request at least 30 days in advance.
Confirm Coverage at the New Address
Check Telkom’s coverage map to verify whether fibre, LTE, or other services are available at the new location.
Keep Your Reference Number
Always request and save the relocation reference number for future follow-ups.
Common Problems When Moving a Telkom Line
Although the process is usually straightforward, some issues may occur.
Infrastructure Not Available
Your new address may not have the same service type as your current location.
Network Capacity Limits
If the local exchange or fibre network is full, installation may be delayed.
Service Upgrades Required
In some cases, customers moving from ADSL may need to upgrade to fibre or LTE services.
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Frequently Asked Questions
Can I keep the same Telkom phone number after moving?
In some cases, you can keep the same number if you move within the same service area. If you relocate to another region, Telkom may assign a new number.
How far in advance should I request a Telkom line move?
Telkom recommends submitting the relocation request about 30 days before moving to avoid service interruptions.
What if Telkom cannot install the service at my new address?
If the infrastructure is unavailable, Telkom may offer alternative services such as fibre or fixed LTE broadband.
Is there a fee for moving a Telkom line?
In some cases, relocation may involve installation or service fees depending on the service type and infrastructure requirements.
Telkom Line Relocation Checklist
Before moving your Telkom line, confirm the following:
Check service coverage at the new address
Submit relocation request early
Provide correct account details
Confirm installation date with Telkom
Keep your reference number
Conclusion
Moving a Telkom line to a new address is possible if the service is available at the new location. The process typically involves submitting a relocation request through Telkom’s line move portal and providing the necessary account and address details.
To avoid interruptions to your phone or internet service, it is best to submit the relocation request at least 30 days before moving and confirm network coverage at your new address.
