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