Moving House? - All you need to know about relocations

Ready for the big move? So are we! Before you move, please contact us so that we can assist you in relocating your broadband and phone services to your new residence or office.

Please have the following ready to assist us in quickly and easily preparing your service for relocation:

1. Phone number at the new location (if you are moving to a place that requires a brand new phone line, let us know as we can assist you getting a new number and connection as well)
2. Address of your new location
3. The authorised account holder (usually the person whose name is on the bill!) should be available to authorise the relocation.

How long does a relocation take?
Phone relocations usually take 3 to 5 working days- in some circumstances it may take longer if we run into an issue on your new line. After your phone has been relocated, we will then relocate your broadband. Broadband relocations can take 7 to 10 working days. During this period you can use your back-up dialup service to connect. There's no additional fee, you just need to pay for dialup connection fees and any quota you use will be deducted from your broadband allocation.

How much does a relocation cost?
Broadband relocations cost $99. If you are also moving during the first six months of service, a $69 early termination fee will also apply, as we are charged this fee from Telstra to disconnect your line within this period. Phone relocations cost $59. If you need a brand new phone line or are adding a second line, we can do this for $299. There is a 7 day lead time on brand new connections and someone will need to be at your residence to allow the technician to gain access to your home or office. Technicians visit in 4 hour blocks so please let us know whether an AM (9-1) or PM (1-5) appointment suits you best.

Some quick figures for reference:

Broadband Only: $99 (+ $69 early termination fee if applicable)
Broadband and Phone to a pre-existing phone line: $99 + $59 (+ $69 early termination fee if applicable)
Broadband and Phone with a brand new phone line:$99 + $299 (+ $69 early termination fee if applicable)

When should I apply for a relocation?
The sooner the better! The further in advance you notify us, the more streamlined your relocation can be. You need to have a working phone number at your new location for us to relocate you. So it's best to notify us early so that we can assist you in setting up any new connections before relocating.

How do I relocate?
If you have a bundle with us, broadband and phone, contact us as we will need to ask you some questions before we can relocate you. If you have broadband only, you can relocate simply and easily through your account toolbox. This is also a great time to upgrade your plan or add additional services such as phone if you haven't bundled already. At any time, if you need assistance, contact us on 13 22 58.

How do I know when my service has been relocated?
We will email you on your contact email address or send you an SMS (if you have supplied us with your mobile number) when your service is available on your new line. Check your current contact details online in toolbox before relocating to ensure that you are notified on your preferred contact details.

Will I lose my broadband connection while it is being relocated?
You will be able to use the service at your old location while we are relocating. We will notify you when the service has been moved to your new location via SMS and email to your contact email address.

If I have broadband2+ already, will I automatically be on broadband2+ at my new location?
This is dependent on availability in your new area. The plans available to you and the speeds are based on the condition of your phone line. We will need to test your new phone line to see if broadband2+ is available in your area. If you were previously on a broadband 2+ plan at your old address and your new line only allows broadband 1, we will email you at your contact email address to confirm it's still alright to proceed. A trick, if you're really keen to maintain our fastest speeds available with broadband2+, is to contact us before you move and ask us to test your line for broadband2+. A lot of renters use this trick to find apartments or houses in broadband2+ areas! Please note that the phone line must be active at the new premises to perform testing.

Can I keep my phone number?
This depends on where you are moving to. We will be able to check this for you when you submit your relocation to us. Basically, numbers are allocated based on your location. So if you're not moving out of your exchange's serviceable area, you may be able to keep your existing phone number.

If I am keeping my phone number, do I still need to submit a relocation?
Yes. Broadband is based on the line, not the phone number you use. So even though you're keeping the same number, you still need to notify us so that we can prepare your new line for your broadband service. Same number relocations also take the same amount of time as new number relocations.

Can I keep my netphone or VOIP number?
Again, this depends. Just as your standard phone line is based on location, so is your VOIP phone number. If you move out of your exchange area, then we will need to provide you with a new VOIP number.

Will my optional services, like voicemail and caller ID, stay on my line?
Yes, in most cases these services will also be relocated. If it's important for you to keep these services, please ask us about this when relocating so that we can check your services to ensure that they will be brought over during the relocation.