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Naked DSL Relocations FAQ

This article continues from our Relocations FAQ with specific information about Naked DSL services.

If you have ADSL/ADSL2+ broadband or would like to switch to ADSL/ADSL2+ broadband at your new address, see ADSL/ADSL2+ relocations instead.

Select one of the links below to jump to a query:

How do I relocate Naked DSL?

Currently there is no option to "relocate" a Naked DSL service in Toolbox. We treat Naked DSL relocations like new connections and then manually take care of things like contract rollovers and usernames on the backend. Here’s the easiest way to go about relocating:

  1. Log in to Toolbox and click Add Product in the menu bar, and then select Broadband.
     
  2. Sign up for a Naked DSL service at your new address by completing the signup form. You’ll need to select a username that’s different to your current username.
     
  3. If your current Naked DSL service is still under contract, make sure you sign up with No contract selected.
     
  4. Call us on 13 22 58 to advise us that you’re relocating your Naked DSL service, and arrange the cancellation of your current service for the date. Only the legal lessee of your copper line (usually the person whose name is on the bill) may authorise the cancellation of your service.
     
  5. If you need a hand at any point, feel free to call us on 13 22 58.

 

How long does a relocation take?

Relocation type Estimated timeframes**
Naked DSL relocation* 10-20 working days

*Please note: if a previous tenant/owner has left an active phone service at your new address, we may not legally proceed with your relocation until that active service has been cancelled or relocated, or you have supplied us with Proof of Occupancy documents showing your name and the new address (e.g. the front page of your lease agreement or settlement papers). Learn more.

** Actual timeframes may differ based on external factors, technician availability and workload.

 

How much does a relocation cost?

A Naked DSL relocation fee is exactly the same as a Naked DSL setup fee. There may be an additional cost if a new phone line must be installed at your new address.

Fee type Cost Applicable:
Naked DSL setup $99.95 Relocation for all Naked DSL plans sold after 17 September 2015
Legacy Naked DSL setup $150.00 Relocation for all legacy Naked DSL plans sold prior to 17 September 2015
New phone line installation $99.00 Only if a technician must visit your property to install a new phone line

There may be contracting discounts available; you’ll see these options if you’re lodging a form through Toolbox, or a customer service rep can confirm this if you’re applying over the phone.

 

If I need a technician visit to connect a phone line, what appointments are available?

Technician appointments are available within the following 4-hour blocks on business days:

  • Morning (8AM - 12PM)
  • Midday (10AM – 2PM)
  • Afternoon (1PM - 5PM)

Someone over the age of 18 must be present during your appointment to allow the technician to gain access to your premises.

 

Will I be able to get Naked DSL at my new location?

If Naked broadband is available at your new address, you can continue to have a Naked broadband service there. If it is not available, you’ll need to switch to one of our ADSL broadband plans. Naked DSL availability can be checked upon signup.

 

My new address is eligible for ADSL2+, so why can’t it get Naked DSL?

Although rare, it is possible that an address that can get ADSL2+ is not able to get Naked DSL due to one of the following reasons:

  • Your phone line has a Complex Service on it ( e.g. VPN, Duet).
  • Your phone line is not owned by Telstra or a Telstra reseller.
  • There is another order in progress on your line.
  • Your line is connected to a Remote Integrated Multiplexer (RIM) which does not support Naked DSL. 

 

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