Practical information on the relocation of wired telephone, internet and television services

Published: 19 April 2017

You can retain your number when utilizing subscriptions for wired (local) telephone services at a different geographic location (relocation). You can also transfer your internet and television services via relocation, if the appropriate conditions are available. Telephone numbers can also be retained if you conclude a mobile service contract with a different service provider (number porting).

As in the case of all telecommunications service-related administration, it is recommended to pay attention to essential conditions and details. The present information provides assistance in the matter of the relocation of services.

In 2016 and 2017, approximately 6% of complaints concerning telecommunications subscription contracts arose from the issue of relocation.

The detailed provisions are outlined in NMHH decree 2/2015. (III.30.)

General rules of relocation

Relocation takes place when you wish to use telephone, internet or television services from a service provider at a different address or premises (address of installation) – in the case of telephone services, at the same number. In this latter case, you can follow the procedure according to the rules on number porting (see related articles).

By default, upon relocation the existing contract with the service provider is only modified to the extent of the new address. However, it is possible that the service provider can only offer its service through a different tariff package, which results in changes to the tariff package. The reason for this could be that the service provider uses a different wired technology in the area in question, or it has a different network capacity (for example, the net speed is slower) or it is forced to adapt to local requirements (for example, different television channels are listed in the local channel distribution).

How does the relocation take place?

The subscriber must announce to their service provider that they wish to utilize the service at a different geographic location (announcement of relocation request).

The service provider will fulfil the relocation request if it is technically feasible, i.e. the service provider offers services at the new address.

The service provider will determine whether it can provide the current services at the designated address and will provide a written notification of the fulfilment or refusal of the request within 15 days.

If the conditions exist, the request must be fulfilled within 30 days at the latest.

Subsequent fulfilment within 90 days can take place if the subscriber designates a date beyond 30 days of if the relocation is not technically feasible at an earlier date (for example, if the service is available in the municipality in question, yet not at the specific address).

The service provider may charge a fair and reasonable fee for the relocation.

The service provider cannot charge fees for the period between switching off the service at the former address (terminating a subscription access point) and commencing services at the new location – services are suspended during this period.

If the service provider fails to observe the designated deadline, they are obliged to pay a penalty fee, which is set at one-third of the relocation fee, charged for every day of delay.

What should you pay special attention to?

  • Find out whether the service provider offers services at the geographic location (settlement, district) in question and whether they do so according the same or different terms.
  • If the service provider offers services for different terms at the new address, you should request information on the relevant conditions and the loyalty period of your current contract.
  • If moving to a tenement, find out whether services are installed at the address in question or if there are services of other subscribers.
  • Before requesting the relocation, settle any outstanding amounts (invoices) with the service providers, especially if they are past their deadline. The reason for this is that in such instances, the service provider may refuse the relocation request.
  • Precisely list all the data for the relocation on the form, particularly the new address.
  • Ask your service provider how the relocation will “physically” take place, whether they will send a repairman or you have to move the devices used for the service, i.e. the wifi-router, to the new address.

Relocation rules for loyalty period contracts

Undertaking a period of loyalty consists of committing yourself to the services offered by the provider in exchange for discounts which would not apply without the loyalty period. Therefore, you use the service at a lower price than those who are not willing to commit to a loyalty period.

Terminating the contract prior to the determined period may entail the service provider demanding a penalty fee and the payment of the discounts which were provided until the termination of the contract.

What if the service provider offers no services at the new location?

A) In the case of a transfer of ownership or lease, the service may be transferred to the name of the new tenant. More information on the transfer of services is included in the related texts.

B) If there is only a limited time left from the period of loyalty, you should consider whether the fees incurred until the end of the defined period, or the costs of the termination of the contract are lower.

C) If the transfer to the new address is not possible and therefore you find yourself in an unforeseeable disadvantageous position, you may request fair treatment on behalf of the service provider, when justified. It is important to contact the service provider with requests which can be supported with documents.

Before moving, ask the following from the service provider

  • under what conditions could your contract be maintained or what new terms can they offer;
  • when your loyalty period expires,
  • what the consequences are of termination prior to the expiry of the loyalty period.

Be sure to find out about the discounts you benefited from, since the amount to be repaid will also increase over time.