National Capital FreeNet / Libertel de la capitale nationale

DSL moves


Moving (changing the location of) your DSL service

NCF's mission is to serve residents of the national capital region, which for simplicity is defined as the telephone area code regions of 613 and 819. If you are moving (changing location) within the 613 and 819 area codes, NCF can help you make the move. If you are moving to outside NCF's region, unfortunately NCF cannot provide DSL there and you'll need to make other arrangements for DSL at your new location.

The copper wires ('phone line') to your house are provided by Bell. The DSL service on those wires is provided by NCF. The voice service, if present, on those wires is provided by Bell or some other voice service provider.

Step one: Pick a date for your move

Bell requires at least five (5) business days advance notice, so pick your date at least that far in advance. Bell can make voice line changes on any day, but activates 'dry copper' orders only on weekdays. Note that for dry DSL activations (only), Bell requires that someone be home between 8am and 5pm (they won't be more specific than that) to receive a technician. Should the visit be missed, we will need to request another activation date, delaying the DSL activation by a few business days.

Step two: Arrange the new phone line with Bell

Phone Bell (by dialling '311') and make arrangements for a new phone at your new location. Confirm with them the date the new phone line will be activated -- we need that information below.

If Bell is supplying voice service on your phone line, you'll be arranging its move when you speak with them about the phone line move. If voice service is provided by a non-Bell provider, you'll need to contact that provider.

Step three: What we need to know about your move

The best way to provide this information to the NCF office is to use a Office Message -- go to the Office Message page, select 'DSL Move', and provide the information. You'll receive confirmation by email and Office Message. Otherwise, you can contact the NCF office by phone.

As listed on the Office Message page, we need the following information to make your move:

  • Full address including postal code of your new location
  • New phone number (even if keeping the same number). NCF serves only the 613 or 819 area code.
  • Name on the bill for the phone line (name to which the line is registered) at the new location.
  • Date that Bell will be activating the phone line at the new location (see Step two above)
  • Date DSL service should start at your new location (must be same as or later than phone line activation date above)
  • Date you want DSL service to end at your current location (must be same as or earlier than DSL start date above)

It's best and most common to have your DSL service start at your new location on the same day as the phone line is activated, and to have your DSL service end at the old location also on that day. If you don't do that, Bell will sometimes require a five day interval between phone line activation and DSL start (so either do the DSL move on the same day as the phone line activation, or more than five days after the phone line activation).

What can go wrong with moves

Generally moves go as expected, but sometimes there are surprises, including:

  • If there is an attempt to start DSL but the phone line is not yet active, the DSL activation order will fail and it will take at least five days to try again. This problem is reduced by planning ahead.
  • Sometimes during the process of starting DSL on the new line, Bell discovers that service cannot be supplied to the new location. They don't tell us until the day of the attempted activation. We don't know anything that can be done to reduce this problem.
  • Mistakes in the new address and new phone number can delay things.


Please note, Bell charges, and we pass on to you, a $5 charge for moving normal DSL service and a $20 charge for moving a 'dry copper' DSL service. It will appear on your next monthly DSL bill.