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.
Can't find your address below? Try repositioning the location pin on the map in 'EARTH' view.
Still cannot find your address?We expect to have more detailed information soon in regards to the connection of your new premises.
nbn’s New Developments team are continuing to work with the developer to roll out the nbn™ broadband access network at your location.
nbn’s New Developments team are continuing to work with the developer to roll out the nbn™ broadband access network at your location.
Contact a phone or internet provider and order an nbn™ powered plan at your new premises.
Contact a phone or internet provider and order an nbn™ powered plan 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 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]

Leave the nbn supplied equipment at your old premises
Any nbn supplied equipment needs to stay at your current address – please do not take it with you. This is a legal requirement. The nbn equipment is registered to the specific address, therefore will not work or be compatible with your new premises. You won’t be able to use it at your new address, and it cannot be re-sold as it is property of nbn.
Additionally, by removing the nbn supplied equipment, you may make it harder for the new owner or occupant of the premises you’re moving from.

Review your speed plan

Tell your provider that you're moving
Contact your current phone and internet provider to let them know you’re moving to a new house and seek their advice on what may need to be done. This may include arranging connection of a service at your new address (where available), and/or disconnection of the service at your old address to occur on a particular date.
If your current provider doesn’t offer nbn plans at your new address, you can search for one who does, using our phone and internet provider list.

Leave the nbn supplied equipment at your old premises
Any nbn supplied equipment needs to stay at your current address – please do not take it with you. This is a legal requirement. The nbn equipment is registered to the specific address, therefore will not work or be compatible with your new premises. You won’t be able to use it at your new address, and it cannot be re-sold as it is property of nbn.
Additionally, by removing the nbn supplied equipment, you may make it harder for the new owner or occupant of the premises you’re moving from.

Review your speed plan

Tell your provider that you're moving
Contact your current phone and internet provider to let them know you’re moving to a new house and seek their advice on what may need to be done. This may include arranging connection of a service at your new address (where available), and/or disconnection of the service at your old address to occur on a particular date.
If your current provider doesn’t offer nbn plans at your new address, you can search for one who does, using our phone and internet provider list.
What is nbn supplied equipment?

What does the nbn connection box look like?


What does the nbn connection box look like?


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.
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.
It’s easy, you can return it directly to us so it can be refurbished and then re-used in another premises. This is a great way to contribute to saving the planet from increasing landfill.
We have partnered with Australia Post allowing for devices to be sent back to us with a label you can access online at no cost to you. Simply follow the link below to print a return label and read the instructions on how to return the equipment, postage paid and at your convenience.