Transferring an Account

Sometimes the person responsible for a broadband account needs to change (for example after a house sale, a move, or a change in household).

This guide explains how this works and what your options are.

Can an account be transferred to someone else?

No.

For security, billing, and legal reasons, Vfast accounts cannot be transferred between people.

If responsibility for the service changes:

• The existing account must be closed
  
• The new person must place a new order in their own name

This ensures:

• Correct billing
  
• Legal responsibility
• Valid Direct Debit authority
  
• Accurate contact and security details

What happens to the contract when an account is closed?

When an account is closed, any remaining minimum contract term normally applies, including early termination charges where relevant.

When early termination fees are not normally charged

1. Death of the account holder

If the account holder has passed away:

• The contract will be closed with no early termination fee
  
• A copy of the death certificate is required

2. Holiday park customers moving off-site

For Holiday Park owner contracts:

• Leaving the park permanently ends the service
  
• No early termination fee applies
• The new occupant must place their own order

3. Moving home and staying with Vfast

If a customer moves home and Vfast is available at the new address:

• The old contract is closed
  
• A new contract starts at the new address
  
• No early termination fee applies

4. Exceptional circumstances

A manager may review cases such as:

• Separation or relationship breakdown
  
• Vulnerable customer situations
  
• Circumstances where continuing service is not possible

These are assessed case by case.

If someone new moves into the property

They must place a new order in their own name.

This ensures:

• Their billing details are correct
  
• Their security phrase is set up
  
• They receive the correct setup and onboarding information

The previous account will close once the new service goes live.

Why we cannot simply change the name on an account

Changing the name on an account is not permitted because:

• Direct Debits must match the named account holder
  
• Data protection rules prevent passing service history to another person
  
• Broadband contracts are legally binding to the original customer
  
• Technical authorisation must match the actual user

To stay secure and compliant, the account must be closed and reopened.

Need help?

Contact our Accounts Team:

• accounts@vfast.co.uk
  
• 01227 668901