Let’s get you
We can help you move your existing Telstra
services and even set up new ones. That
includes home broadband, home phone and
Foxtel from Telstra. Our online request form
only takes about 10 minutes and we’ll do the rest.
Please be patient while our system processes your address.
Telstra Smart Modem™ Gen 2
Book your move with us and, if you don’t already have one, we’ll send you a Telstra Smart Modem™ Gen 2 at no extra cost. Using its inbuilt SIM card, it connects to the internet via our mobile network while we’re setting up your services at your new address. It will then automatically switch to your home connection once it’s activated.
What you'll need
To arrange your move online, you’ll need to give us your:
- New address details
- Preferred disconnection and connection date/s
The sooner you tell us your preferred dates the better, because in some cases a technician visit will be required.
Moving your home broadband and home phone
Book your move online and we’ll arrange for your services to be connected. All you need to do is take your modem and/or home phone to your new address and plug them in.
Sometimes a technician will need to visit to complete the connection. This could be a Telstra or nbn co technician depending on which broadband service is available at your new address (ADSL, Cable or nbn).
After you’ve booked your move request online, we’ll let you know within 24-48 hours if a technician visit is required.
Book your move online and we’ll arrange for a Telstra Platinum technician to come to your new address and:
- Set up your home broadband and Wi-Fi network
- Connect up to 5 internet-enabled devices to your Wi-Fi network
- Install and set up your Telstra home phone service
- All you need to do is take your modem and/or home phone with you.
Sometimes nbn co will need to send a technician to your new address if you’re connecting to the nbn network. This will need to occur before your Telstra Platinum technician visit. Either way, book your move request online and we’ll let you know within 24-48 hours.
Platinum Total Move is our premium moving service. Book your move online and we’ll arrange for a Telstra Platinum technician to come to your new address to set up your:
- Telstra home broadband (including Wi-Fi) and home phone services
- TV, sound system and all your eligible devices
- All you need to do is take your modem and/or home phone with you.
But that’s not all. You’ll also get:
- An in-home consultation to help you make the most of your technology
- One month of Platinum helpdesk support
Platinum Total Move is available for customers who will have ADSL or NBN at their new address.
Taking Foxtel from Telstra with you?
Moving Foxtel from Telstra is a separate cost of $100. Please take your existing equipment with you and a Foxtel technician will visit your new home to complete the process.
Moving to a new development?
If you’re taking up a service on the nbn network and moving to a recently built property that hasn’t had a fixed internet connection before, a $300 New Development Fee may apply.
Moving multiple phone services?
Please be aware that there is an $89 charge for each additional service that needs to be moved.
Frequently asked questions
How much notice do I need to give Telstra before moving?
If you’ve left it to the last minute, you can request next day connection/disconnection when you book online. In many cases we’ll be able to get you connected the next day.
But the more notice you give, the more likely we can complete your move on your preferred day – especially if an nbn co or Telstra technician visit is required.
Why would a technician visit be needed?
A technician may need to visit if the address you’re moving to:
- Hasn’t had an active phone line for a long period of time
- Has been recently renovated
- Is being connected to the nbn network and hasn’t been connected to it before.
If a technician needs to visit, do I have to be at home?
If a Telstra technician needs to visit, you’ll need to be at home. If an nbn co technician needs to visit, you’ll need to be at home in some cases. Either way, we’ll let you know in advance. Remember, if someone does need to be at home, they must be over 18 and have authority to make decisions on your behalf about your services.
What does the standard move fee cover?
The fee covers visiting our local exchange, disconnecting the services from your old home, connecting the services at your new address, then ensuring the connection between the exchange and your new home is working.
An extra charge may apply if you’re connecting to the nbn network and the property is in a new development.
Will I need a new modem when relocating?
In many cases you won’t need a new modem. However, if you’ll be getting ADSL or Cable broadband at your new address and your existing modem isn’t compatible, then you’ll need to purchase a new one. If the service at your new address is on the nbn network and your current modem isn’t compatible, we’ll provide you with a new one free-of-charge. In all cases, we’ll let you know within 24-48 hours of receiving your move request.
Can I keep my home phone number?
If you’re moving to an address that’s serviced by a different telephone exchange, you’ll be provided with a new home phone number.
Will relocating my Telstra services break my current contract?
Your plan and contract will remain unchanged unless you wish to change to a newer plan, or add new products or services to your account.
What if the previous occupant at my new address has not disconnected their services?
It’s unlikely, but if this is the case, you’ll need to provide documentation to prove that you’re moving in to the new address.
Can I choose not to connect to the nbn network when I move house?
If you want to maintain your home broadband and home phone services, and the nbn network has been rolled out to your new address, you’ll have to connect to it.
Things you need to know
Additional charges may apply for Foxtel services, additional software/hardware and additional connections, or for installations that are more complex or in some remote/regional areas) and additional outlets.
A temporary connection charge applies if your home phone service is connected for three months or less.
Platinum TotalMove and Platinum Professional Move: Services not available in all areas and not available for some devices and software. You are responsible for any data charges. Fair use policy applies to Telstra Platinum.
If you miss your appointment or cancel it without telling us at least 24 hours beforehand you will be charged $99.
See Our Customer Terms for full terms.
Telstra Smart Modem™: Available in 4G coverage areas. Mobile speeds limited to 6/1 Mbps and will vary with local conditions and content. Eligible broadband service required.