Frequently Asked Questions
How can I check what services are available at my new address?
Visit our Broadband Page and enter your address to see what plans are available in your area.
Can I keep my number?
Telephone numbers are based off telephone exchange, or for VoIP, geographical call zones. As long as you remain connected to the same exchange, or stay in the same call zone, you will be able to keep the same phone number. If you want to check if you can keep the same number please call us on 1300 551 442.
Can I keep my current plan?
If you move to an exchange where the same plan is available you are free to keep your old plan, however we are constantly updating our plans to include more value, so we encourage you to check before moving house. If you move to an exchange where the same plan is not available (e.g. Metro to Regional, or ADSL to nbn™) you will need to change your plan.
How long does it take to relocate?
Relocation times vary depending on the services you have, and the infrastructure you are connecting to. The guide below offers some average time frames for relocations.
|Order type||Average ETA 1|
|Home Phone (which has been active before)||1-3 days|
|Home Phone (which has not been active before))||5-20 days2|
|nbn™ Bundles||5-20 days, depending on technician availability (1-2 days if your NTD is already installed)|
1 Time frames may vary depending on workloads and complexity of your installation.
2 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 installation technician will discuss these costs with you.
What if someone is still living at my new address?
If the previous owner/tenant still has services connected at your new address we cannot process your order until they have been disconnected, or until you provide us with Proof Of Occupancy (e.g. a copy of the front page of your lease or settlement papers).