Moving home?

Yes, if you're using the website to relocate your service, you can select the date you wish to stop services at your current address and the date you want the new location connected.

Alternatively, once you have the dates that you will be moving, simply give our Sales team a call on 1300 880 905 and they can assist with the relocation process.

At Aussie Broadband, we only ever charge you for the days you are connected. Our accounts team can pro rata your monthly payment so you're not paying for days when the service isn't connected. They can even adjust your invoices to ensure your new location aligns with your current billing cycle - so if you always paid on the 15th, then that can continue.

When it comes to your internet service - nothing, we'll take care of getting your service connected at your new address. We'll send you a text message once your service is active at your new address and once your service is up and running, you will be able to plug in your modem.

Aussie Broadband does not charge a 'relocation fee'.

However, an extra charge may apply if you're connecting to the nbn® or OptiComm network and the property is in a new development. We will inform you upon signup if this fee may apply.

If your new address has been connected on the nbn® or OptiComm network previously, it's likely that you can be connected in as little as 15 minutes, or within a few hours.

If we find that we can't automatically activate your service, or an appointment is needed for your connection at your new address, we try to have you connected within 5 working days.

If your new address has never been connected to the nbn® or OptiComm network previously, it may take up to two weeks to be connected.

A technician may need to visit if your new address:

• Is being connected to the nbn® network for the first time
• Hasn't had a phone line connected previously or for a long period of time

If an nbn® technician is needed you may need to be available at the property, we will let you know in advance. If someone does need to be at home, they must be over 18 and will need to be there for the whole appointment, to let the installer in, and agree where the equipment should be located. Remember you have the right to have a say in where the equipment is located in your home, as long as it works in that location.

In many cases you won't need a new modem. However, some other internet service providers lock their modem/routers to only work on their network, and if your new home has a different connection type from your old home (FTTP vs FTTN, for example), then your existing hardware might not work, or might not work as well.

If you're unsure, please give our friendly Australian-based team a call on 1300 880 905.

We also sell a range of compatible routers if you need an upgrade:

View our router range

This depends on the model of your modem / router, but you can view our BYO modem setup guide which covers many popular models.

Aussie Broadband does not require any notice period to cancel a service. We will only ever charge you for the days you are connected.

However, the more notice you give, the more likely we can have your service(s) connected at the new address on your preferred day - especially if a technician is required for the connection.

It doesn't matter. If you are on an FTTP connection, we will activate your connection on a separate UNI-D port from the current connection. If you are on any other connection type, we will disconnect the currently connected service before connecting yours.

If you've been assigned a two-way or incoming number, and you're relocating within the same town, you can keep your current number. However, in the event that you're moving to a different area, we will have to assign you a new number.

In most cases yes, however this can depend on a few factors and you may not always be able to keep your existing phone number. If this is the case, we'll let you know before we proceed with the relocation of your home phone.

There are a few tips to make the relocation of your phone service a smooth one:

• If your home phone is currently using a copper connection and you're moving to VoIP, we would need to keep your service active at your old address until the porting process is complete in order to ensure you keep your existing number.
• If your phone service is using a VoIP connection and already with Aussie Broadband, we can relocate your service with your existing phone number.
• If your phone service is using a VoIP connection and with another provider, you would need to keep your service active with your old provider until the porting process is complete in order to ensure you keep your existing number.
• If the service is closed by your previous provider before the porting has completed, then we will need to try to retrieve the number, which has a re-connection fee of $30. Porting takes, on average, 8 business days, however complex service and fax lines can take up to 6 weeks.

We first need permission from the phone lease holder, if this is not you, then you will need this person with you when you make the relocation call.

We need the exact address details of the new location, and if you have the old phone number of that location, this would also be beneficial.

Advise us of the date you wish to have your old service disconnected and your new service connected.

There are a couple of things to be aware of when relocating your home phone:

• Phone relocations generally take three working days, providing that a new line or a technician visit is not required.
• You will not always be able to keep your existing phone number. If this is the case, we'll let you know before we proceed with the relocation of your home phone.