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.

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.