What Happens to Your VoIP System If You Move Office?

A VoIP phone system is far easier to move than a traditional one. Your phone numbers, extensions, call routing and auto attendants live in the cloud, so they don't need to be rebuilt. What changes is the physical side: your internet connection, network cabling and handsets, plus your emergency call address. The main risk is timing. If the new broadband isn't live on moving day, nothing rings.

What stays the same?

With a hosted system such as Gamma Horizon, the settings that make your phone system yours aren't tied to the building:

• Your phone numbers and extensions
• Auto attendants, call queues and hunt groups
• Voicemail, greetings and call recording settings
• User accounts and mobile and softphone apps

Handsets simply log in again when they're plugged into the new network. Staff using the mobile or desktop app can carry on working from wherever they are. Our guide to using your business phone system on a mobile shows how this helps during the move itself.

What has to change?

Internet connection. This is the big one. Your VoIP system needs a working, tested connection before anyone can make a call. Broadband and leased line installs take time. Standard broadband can be a few weeks, and a leased line often takes 30 to 90 days. Order early, and don't assume the new building already has the line you need.

Network cabling and equipment. Check that the new office has enough network points, a suitable switch (ideally PoE) and a router that supports voice traffic. If you use QoS to prioritise calls, it needs setting up again. Our blog guide to optimising QoS for your VoIP system covers how.

Emergency address. Your 999 location details are linked to your premises. After you move, they must be updated so emergency calls reach the right service with the right address. Our guide to 999 calls on VoIP explains why, and it's the one step that is easiest to forget.

Handsets and DECT. Wired handsets plug straight in. Cordless DECT phones may need a different base station position, and a larger or differently shaped office might need extra coverage. Our guide to DECT repeaters explains when you need one.

Firewall and router settings. If the router changes, your firewall rules and any SIP settings need to be configured again. Our guide to one-way audio covers the settings that most often go wrong after a network change.

Can you keep your phone numbers?

Usually, yes, and with VoIP you're less tied to the building than you were with an old landline. Because the number is held by your VoIP provider, it can stay the same when your internet line changes. If you're moving to a different area, check with your provider. Our guide to what happens to your number when you switch provider covers how this works, and our guide to how long porting takes helps if you're also changing provider. If you're still on analogue or ISDN, a move is a good moment to switch. Our PSTN switch-off checklist shows how.

A moving timeline

8 to 12 weeks before

• Tell your provider your moving date
• Order broadband or a leased line for the new site
• Check the new office's cabling, switches and power

4 to 8 weeks before

• Confirm installation dates for the new connection
• Decide which handsets move and which need replacing
• Plan your emergency address update

1 to 2 weeks before

• Test the new connection and the network
• Pre-configure handsets, routers and firewalls where possible
• Set up call forwarding and a mobile fallback for moving day. Our guide to setting up a failover connection explains the options

Moving day

• Switch calls to mobiles or the app while handsets are in transit
• Plug in, power up and test inbound and outbound calls
• Check voicemail, auto attendants and transfers

After the move

• Confirm the emergency address is correct
• Run call quality checks at busy times. Our guide to why VoIP calls break up helps if anything sounds off
• Cancel the old broadband only once the new one is proven

How do you avoid downtime on the day?

• Don't cancel the old line first. Keep it running until the new connection is tested.
• Set up call forwarding in advance. Divert main numbers to mobiles or the app so no one misses a call.
• Test before you move. If you can get into the new office early, test calls on the real network.
• Plan for a connection delay. If broadband slips, a temporary 4G or 5G router can keep you online. Our guide to what happens if your internet goes down explains why a backup matters.

Is it worth upgrading at the same time?

Often, yes. A move is the easiest time to fix things you've put up with for years, such as slow broadband, a patchy DECT setup or an out-of-date network. Our guide to FTTP vs a leased line helps you choose the right connection for the new site, and our guide to what internet speed you need for VoIP helps you size it.

Frequently asked questions

Do I need to tell my VoIP provider I'm moving? Yes, as early as possible. They can plan the changes to your connection and emergency address, and make sure nothing is cancelled by mistake.

Will my phone numbers change when I move? Usually not. With VoIP the number is held by your provider rather than tied to the building. If you're moving a long way, confirm with your provider first.

How long does it take to move a VoIP system? The system itself can be moved in a day. The slow part is the internet connection, which can take weeks or months to install.

Can I move my phones myself? Often, yes, if your provider supplies the settings. A cloud system makes this easier, but you'll still want someone to check the network and test calls.

Do I need new handsets? Not usually. Existing handsets work in the new office as long as the network is set up correctly.

What if my new broadband isn't ready on moving day? Divert calls to mobiles or the app, and use a temporary 4G or 5G connection if you need a bridge. Order the permanent line as early as you can.

A VoIP office move is mostly about timing the broadband and updating your emergency address. Request a quote if you'd like T2K to plan the move with you, or use our phone system finder if you're using the move to review your system.