Moving house

If you choose the self-installation option you’ll need to give us at least 2 business days’ notice. If you require a technician, or choose the professional installation option, you’ll need to give us at least 7 business days’ notice.

The more notice you give, the more likely we can complete your move on your preferred day – especially if a nbn co or Telstra technician visit is required.

Once you’ve booked your move, we’ll let you know within 48 hours if a technician is required.

A technician may need to visit if:

• Your new address hasn’t had an active phone line for a long time
• We conduct a serviceability check and it identifies the need for a Telstra technician
• Your house has been recently renovated or subdivided
• Your house is a new development, a knock down rebuild or is connecting to the nbn for the first time
• You want a new outlet or move an existing one to a more suitable place at a cost of $75 per outlet
• You’re a Priority Assist customer

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.

A Foxtel technician will be required if you’re moving your Foxtel and there was no previous Foxtel connection at the address.

Moving Foxtel from Telstra is a separate cost of $135. You’ll need to take your existing equipment with you and a Foxtel technician will visit your new home to complete the process.

There may be other scenarios where a technician will be required, so once you’ve completed your online order, we’ll do a serviceability test to identify and notify you within 24-48 hours if you need a technician.

Additional charges may apply for additional software/hardware and additional connections, or for installations that are more complex or in some remote/regional areas and additional outlets.

There is a $75.50 charge for each additional outlet.

If you miss your appointment or cancel it without telling us at least 24 hours beforehand you will be charged $99.

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.

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.

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.

It’s unlikely, but if this is the case, you’ll need to provide documentation to prove that you’re moving into the new address.

If you want to maintain your home internet and home phone services, and the nbn network has been rolled out to your new address, you’ll have to connect to it.