Please call us on 13 19 17 once you know the date(s) you'll be moving out of your current address and into the new one.
It's best to get the ball rolling at least 2-3 weeks before your moving date.
Connection timeframes vary depending on the type of broadband being connected at your new address. To find out what's available in your area, check your new address on our website.
Connections may be delayed if:
- The previous occupant has left services connected at your new address. See "What happens if a previous occupant has left services connected?" below for more information.
- A technician visit is required but you don’t have the keys to your new property yet.
| Service type |
Estimated timeframes* |
| NBN™ |
Between 2 and 30 days** |
| Westnet Cable |
Up to 14 working days |
| Westnet VDSL2 |
Appointment booked within 7 working days, connection occurs on appointment day |
| OptiComm Fibre |
Up to 10 working days if established infrastructure is present** |
| Places Victoria Fibre |
Up to 4 weeks if established infrastructure is present and appointment is required** |
*Actual timeframes may differ based on external factors, technician availability and workload.
**If no infrastructure has been previously established at the new address, timeframes are subject to technician availability and installation requirements from our wholesaler. Non-standard installations may attract additional costs from our wholesaler - the technician will be able to quote these costs if applicable.
If a previous tenant/owner has left an active phone or broadband service at your new address, we’ll need some paperwork (Proof of Occupancy documents) from you before we can proceed with your relocation.
Once we’ve received valid Proof of Occupancy documents, you should be connected within 10 business days, but 3-5 business days is common.
Proof of Occupancy documents
- Lease; or
- Rental Agreement (a.k.a. Residential or Commercial Tenancy Agreement); or
- Signed Contract of Sale (must be signed, and include settlement date); or
- Statutory Declaration from the new occupant PLUS a utility bill for a fixed-line service with a service address (e.g. rates, power, water); or
- Statutory Declaration from the property owner PLUS a rent receipt; or
- Statutory Declaration from the property owner PLUS a bond payment receipt; or
- Letter from the real estate agent PLUS a rent receipt; or
- Letter from the real estate agent PLUS a bond payment receipt.
You can keep your phone number* in the vast majority of cases.
Exceptions:
- You move to a different geographical call zone/area code, e.g. interstate.
*Not available for all carriers
Sadly, we can't provide telecommunications services outside of Australia. Please see this advice on closing your account.
For temporary overseas trips, we can help determine if keeping your account active for the duration of your trip would be more convenient and cost-effective than closing your account and re-opening it upon your return.
