Moving home and nbn

How to relocate your nbn™ connection to a new address.

The status of the nbn™  connection and how you connect to the nbn™ network at your new address may be different to your current location. 

If you’re planning on moving premises soon, it’s worth preparing before you relocate to help minimise disruption to your internet service. 

Start by checking your new address

Check your address to find out if the nbn™ network is available at your new home.

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The nbn™ broadband access network is not currently available in your new building. 
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The nbn™ broadband access network is planned for this address.

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There’s still work to do before your new premises is ready to connect.

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We expect to have more detailed information soon in regards to the connection of your new premises.

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The nbn™ broadband access network is not currently available at your new premises.

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nbn’s New Developments team are continuing to work with the developer to roll out the nbn™ broadband access network at your location.

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nbn’s New Developments team are continuing to work with the developer to roll out the nbn™ broadband access network at your location.

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Contact a phone or internet provider and order an nbn™ powered plan at your new premises.

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Good news, your new premises is connected to services over the nbn™ network.

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Contact a phone or internet provider and order an nbn™ powered plan at your new premises.

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Prepare for your move by checking the nbn™ supplied equipment at your new premises

As your new address has previously been connected to the nbn™ network, ask your real estate agent or the current occupant to confirm whether the nbn™ supplied equipment is still at your new property.

The nbn™ equipment is registered to the specific address so it's important to remember to also leave the nbn™ equipment at your current address when you move out.

Template email to send to your agent

Dear [Agent Name],

I will be moving in to [Address] on [Date], which I [have purchased/am leasing] through you. 

Can you please confirm whether the previous occupant has left the nbn™ supplied equipment at the premises? 

The nbn™ supplied equipment for this technology type includes the nbn™ utility box, nbn™ connection box and a power supply. There may also be a battery backup unit.
The nbn™ supplied equipment includes the nbn™ connection box (sometimes referred to as a Network Connection Device). It may be connected to a power supply.
The nbn™ supplied equipment includes the nbn™ connection box (sometimes referred to as a Network Termination Device).
The nbn™ supplied equipment includes the nbn™ outdoor antenna, nbn™ connection box (sometimes referred to as a Network Termination Device) and power supply unit.
The nbn™ supplied equipment includes the satellite dish and nbn™ connection box (sometimes referred to as a Network Termination Device).

The nbn™ supplied equipment usually has an nbn™ logo on it.

Please note that this is a legal requirement as the equipment is owned by nbn and forms part of the nbn™ network.

If the above action is not taken, there may be a delay in installing my nbn™ network connection if it has been removed. Could you please confirm it is still at the premises before I move in?

Regards

[Your name]

Three things to keep in mind

Moving Home Checklist

  • I’ve checked that my new address can connect to the nbn™ network.
  • I’ve checked what nbn™ supplied equipment is available at my new address.
  • I’ve chosen a speed and internet plan via my preferred phone and internet provider that best suits my needs.
  • I’ve contacted my preferred phone and internet provider to book my move.
  • I’ve confirmed with my equipment providers that services such as security, medical and fire alarms, will work on my chosen nbn™ powered plan.
  • I’ve notified my phone and internet provider of when I’d like to disconnect the service at my old address. I understand that my existing services, including any medical alarms, may not work during this time and I have a charged mobile phone on hand in case of an emergency.
  • I’ve left any nbn™ supplied equipment at my old address.
  • I’ve made arrangements to be at home for the installation (if required).

Have questions?

If your address doesn’t appear when you check your address, or if you would like to request an additional connection on a property with more than one residence such as a granny flat, you will need to contact a phone and internet provider. The provider will then contact nbn to assist in making these changes.

As part of the process, your provider may request information such as the coordinates of the property you wish to connect, and proof that the property is occupied.

Your phone and internet provider will be able to provide details about the expected timeframe for connecting your new home to the nbn™ network. It will depend on the technology type and existing setup at your new address. We recommend discussing this with your provider well in advance so they can connect your new home as soon as possible.
If your nbn™ supplied equipment is missing, please reach out to your phone and internet provider and let them know – they can arrange for the equipment to be replaced.
If your new home has previously been connected to the nbn™ network, and the nbn™ supplied equipment is still in place at the home, your phone and internet provider may be able to activate your service remotely and you won’t need to be home. In some cases, your provider will need to send a technician to your new address, and you may need to be at home depending on what installation works need to be completed.
You may want to check if your current speed plan is available at your new address with your phone and internet provider. You will also need to talk to your provider to find out whether your current phone number is transferrable.

Talk to your phone and internet provider to find out if any fees apply to you as part of your move.

If you're moving to a recently built property that hasn't had a fixed internet connection before, an additional $300 New Developments Charge may apply. In accordance with Australian Government policy, nbn is required to deliver a one-time charge of $300 (incl. GST) to the phone and internet providers that place an order for an nbn™ broadband access network service to a new development (providers may choose to pass the charge onto their end users). This charge is not applicable to Fixed Wireless and Satellite areas.

If you have special needs or a serious medical condition, please speak to your phone and internet provider today about any assistance services they may offer. As a wholesaler, nbn does not offer these services.

Telstra is required by the Australian Government to offer Priority Assistance services to people with a life-threatening medical condition. Other phone or internet providers may also offer Priority Assistance (or similar arrangements) to their customers. More information is available from the Australian Communications and Media Authority (ACMA).

You will need to call your equipment provider/manufacturer to check that your equipment will work over the nbn™ network, or whether you’ll need to find an alternative solution.

Your existing services may not work during your move, and this may also affect your medical alarm depending on the type of alarm you have. Please keep a charged mobile phone on hand in case of emergency. After completing the installation at your new address, check to make sure all of your existing services are still working and if not, contact your phone and internet provider immediately for advice.

If your new home is covered by our Fixed Wireless or Satellite network, you have the option to keep any existing home phone line that is currently in place. Please ensure you speak to your provider about any existing home phone line and it’s important to consider keeping it in service for emergency communications, especially if you don’t have reliable mobile phone coverage at your home or business.