Moving home help

Can I move my broadband and/or phone line to another premises?

Broadband is attached to a physical line at the address so you would need to request a cease for your broadband and then place an order for a new broadband service at the new premises this will generate a cease charge for the broadband at the current rate and may cause a new activation charge to be raised depending on your package.
To request a cease you would contact us via email or support ticket. Please remember to include the phone number the broadband is on, the address and post code and the date you wish the cease to commence.
If you wish to place a new order with us for the new premises please include the address and post code and the phone number for the new premises as well as the date we should place the order.
The phone line will also need to be ceased (there is no charge for this) and then a new line will need to be ordered at the new address. If there is currently a standard phone line at this new address this can be restarted this can be done at a cost of £7.20 if not it will require a new engineer installation at a cost of £78.00

Complaints and Escalations

We aim to provide the best possible service to our customers but if you are not happy with any aspect of your service with us or the way you have been dealt with, in the first instance you should either raise a ticket from your client area or send an email to customerservices@vivaciti.net this will raise a ticket number for you to track. We aim to respond to all emails and tickets within 48 hours but no longer than 5 working days. If you are not happy with any response received or if this has not been dealt with to your satisfaction within 72 hours of acknowledgment you can ask that the case be escalated to the customer services manager they will then have a further 72 hours to respond to your issue. If at this point you are still not happy with the resolution then you can ask that the case be referred to a company director at this point we aim to have a resolution to you within 2 weeks. If you are still not happy with the outcome you can ask that the matter be escalated to the managing director who will respond to you within 5 weeks.