Moving home with a broadband contract?
Relocation fees, no coverage and early termination
Moving home before your broadband contract ends? This page explains how to read the relocation clause, what happens if the new address has no coverage, and how to complain about unfair charges.
Last updated: 2026-10-16
Quick answer: do these 3 things before you move
- 1. Read the relocation clause: look for terms on relocation, changing the installation address and early termination.
- 2. Ask in writing about coverage: ask the operator to confirm in writing whether the new address is covered, and all charges.
- 3. Don’t just stop paying: stopping payment before it’s sorted may lead to arrears or termination charges.
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Moving home with broadband: 3 scenarios
| Scenario | What usually happens | Watch out for |
|---|---|---|
| New address covered, keep the service | Apply to relocate; the operator may charge a relocation fee. | The fee, installation date, and whether the contract is extended. |
| New address not covered | Some contracts have special terms – you may not pay the full termination charge, but may have to repay benefits received. | Get written confirmation of no coverage and a full list of charges. |
| New address covered, but you don’t want to continue | Usually treated as early termination. | The charge may equal the remaining monthly fees – work it out first. |
Terms differ between operators – this is a general guide only; your contract applies.
How common Hong Kong broadband contracts handle relocation and no coverage
Residential broadband contracts usually have these three types of terms. Amounts and calculations vary by operator and contract – check yours.
Moving within coverage
Usually a relocation fee, charged per broadband line; the contract term may change.
New address outside coverage
Some contracts don’t charge the full termination fee, but you repay welcome gifts, waived installation charges and a pro rata share of benefits such as monthly discounts.
Other early termination
The charge may equal the remaining monthly fees, plus gift and waived charges; prepayments may not be refunded.
Another option: ask the operator whether it allows transferring the contract to a family member or friend.
5-step broadband checklist before moving
- 1
Find your contract
Find your contract or service terms and read the clauses on relocation, changing the installation address, early termination and contract extension.
- 2
Ask about coverage in writing
Use the template below to ask the operator to confirm coverage, the relocation fee and all charges in writing.
- 3
Compare options
Compare relocating (plus the fee) with ending early and switching. If there’s no coverage, cite the relevant clause.
- 4
Book removal and installation
Confirm removal and new installation dates to avoid paying for both addresses.
- 5
Return equipment and keep records
Return the router and other equipment as instructed and get a receipt. Keep all call records, reference numbers and written replies.
Letter template: broadband relocation enquiry
Replace the [ ] parts with your details and send it by email or online form.
Subject: Broadband relocation enquiry / request for written confirmation (Account no. [number]) To the Customer Service Department, [Operator name]: I am [name], broadband account no. [number], currently installed at [current address]. I will move to [new address] on [date]. Please confirm in writing: 1. Whether the new address is within your network coverage, and which service plans are available; 2. If relocation is possible: the relocation fee, expected installation date, and whether the contract term will be extended because of the move; 3. If the new address is not covered: a breakdown of all charges for ending the service under my contract terms, with the relevant clause numbers; 4. Which equipment (such as the router) I need to return, and how. I will keep paying monthly fees during the service period under the contract. Please reply in writing. [Name] [Phone number] [Date]
Charged unfair relocation or termination fees? How to complain
- 1
Complain to the operator in writing
Cite the contract clause numbers, ask the operator to explain the charges, and attach your enquiry records and its replies.
- 2
Mediation through OFCA’s Customer Complaint Settlement Scheme (CCSS)
If a billing dispute reaches a deadlock, call OFCA on 2180 9521 about the Customer Complaint Settlement Scheme; accepted cases pay a non-refundable HK$50 mediation fee. CCSS details
- 3
Complain to the Consumer Council
You can also complain to the Consumer Council, hotline 2929 2222.
Still charged after your contract ended? See our telecom contract renewal guide.
Moving home with broadband FAQs
How much is a broadband relocation fee?
It depends on the operator and your contract – there is no standard fee, and it is usually charged per line. Ask your operator for a written quote before you move.
If my new address has no coverage, do I avoid paying anything?
Not necessarily. Some contracts have special terms when the new address is outside coverage – for example only repaying benefits received, welcome gifts or waived installation fees, rather than the full termination charge – but others don’t. Read your contract and ask the operator to confirm in writing – you can also ask whether the contract can be transferred to a family member or friend.
If I don’t want to keep the service after moving, is it early termination?
Usually, yes. If the new address is covered but you choose not to move the service, the operator may charge an early termination fee under the contract. In some contracts this can equal the remaining monthly fees, so work it out before you move.
Who can help with a billing dispute?
Complain to the operator in writing first. If a billing dispute reaches a deadlock, call OFCA on 2180 9521 about the Customer Complaint Settlement Scheme (CCSS); accepted cases pay a non-refundable HK$50 mediation fee. You can also complain to the Consumer Council (hotline 2929 2222).
References
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This page is general information only and is not legal advice. RightlyHK is not affiliated with any operator or government body. Terms differ between operators – your own contract applies.