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Frequently asked questions
How long does it take to move plans to my new address?
It’s always best to get the ball rolling before the big move, in case your new address needs installation services. If your new address doesn’t need any installation works, just let us know the date you’ll be moving in, and we’ll have it all ready for you.
How long does it take to install a service at my new address?
If your new address doesn’t already have the network set up, a technician will need to access the premises connect your new service. The time needed depends on the plan:
- nbn®: less than 10 business days, but more complex installations may take longer
- FTTB: 10–20 business days
Let us know your move-in date as soon as possible, so we can organise installation before you move in.
What plans are available at my new address?
Use our address checker and enter your new address. You’ll be able to see what plans you can get at your new address.
How do I request to move my service?
To lodge a moving home request, you can:
- log in to your account;
- call our support team on 1300 865 124; or
- request a call from our support team.
If you want to start the moving home process on a specific date, you need to call us or request a call from our support team.
Can I keep the same plan at my new location?
You may be able to keep your current plan plan if it's available at your new address. If it isn't available, you'll need to select a different plan that is offered at your new address.
Are there any fees for moving my plan to a new address?
There are no transfer fees if your plan can be moved to your new address. However, if your new premises is classified by nbn® as being within a new development site, a one-off $300 nbn New Development Charge may apply.
How do I check the progress of my moving home request?
We’ll keep you updated via email and SMS. If your new address needs installation, you can track your installation progress.
Can I use my existing service while relocation is in progress?
You can use your existing service until the plan at your new home is activated, after which the service at your old home will be cancelled.
Can I keep my existing home phone number?
After you submit your moving home request, we’ll confirm whether your number can be moved to the new home. Number move eligibility is based on the geographical zoning rules set by the Australian Communications and Media Authority (ACMA).
What should I do with my existing nbn® equipment?
When you move, leave any nbn®-branded equipment at your old home, including the cables. All nbn® equipment must remain at that address – it won’t work at your new address. We’ll make sure you have everything you need at your new place. If any equipment is missing, we’ll help organise a replacement.