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Relocations FAQ

This article will provide some general information about relocating your iiNet services when you move house.

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

Quick tips - Moving House

 

For more information, see the FAQs below.

 

 

When should I apply for a relocation?

It’s always best to get the ball rolling before the big move - once you know the date(s) you’ll be moving out of your current address and into the new one, you can make an enquiry about moving your services.

If you have ADSL and your Home Phone isn’t provided by iiNet, you’ll need to confirm that your Home Phone (landline) is active at your new address before we can relocate your broadband service.

Remember: relocation work that requires a technician to visit your address cannot commence until you have the keys to your new property.

 

Will relocating my service break my current contract?

No. As long as you agree to the applicable relocation fees, you may relocate your service during the term of an existing contract. The term of your contract will remain unchanged.

 

Can I keep my phone number?

It's typically possible to keep the same phone number - we can confirm this for you when you lodge your application.

Keep in mind that landline numbers may be attached to a specific telephone exchange. In some cases, you won't be able to keep the same phone number if you move to an address that’s serviced by a different telephone exchange or you move to a different area code (e.g. interstate).

Likewise, Netphone (VoIP) numbers are based on geographical call zones, so you may only keep your number if your new address is within the same zone.

Don't forget to also request a relocation for your internet service, too! DSL Broadband is associated with the physical phone line, not the phone number you use, so it needs a separate relocation lodged.

 

Can I keep my username?

Yes. Please let us know that you’d like to keep your internet username when you call us to lodge your relocation and we will arrange this for you.

 

How much does a relocation cost?

Relocation costs vary depending on the type of service you're connecting at your new address. Different areas have different infrastructure, so you may be switching to a different kind of internet when you move (e.g. moving from ADSL to nbn™ broadband). To find out what's available in your area, check your new address on our website.

Fee type Cost What it's for
ADSL/ADSL2+ Broadband setup $59.95 Relocating to ADSL/ADSL2+
Standard Phone setup $59.00 Relocating/Connecting a Home Phone where work is completed at the local telephone exchange
Phone setup including line reactivation $99.00 Relocating/Connecting a Home Phone where a technician must visit  your property and re-activate a phone line
New phone line installation $99.00 Relocating/Connecting a Home Phone where a technician must visit your property to install a new phone line
Naked DSL setup $99.95 Relocating to Naked DSL (all plans sold after 17 September 2015)
Legacy Naked DSL setup $150.00 Relocating all legacy Naked DSL plans sold prior to 17 September 2015 (Naked-to-Naked relocations only)
nbn™ setup $79.95* Relocating to any nbn™ service including nbn™ Fibre (FTTP, FTTN and FTTB) and nbn™ Wireless.
OpticComm Fibre setup $159 Relocating to OptiComm Fibre
Places Victoria Fibre setup $159 Relocating to Places Victoria Fibre
Cable (HFC) setup $99 Relocating to residential Cable (prices for Business Cable installations vary depending on the results of a site evaluation)
iiNet VDSL2 setup $0 Relocating to iiNet VDSL2

*An additional New Devlopment fee of up to $300 may be charged by nbn™ ltd. if you're moving to a newly developed address. More information.

There may be promotions or 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.

 

What if I'm changing service types when I relocate?

In some instances, you may have one service type at your current address but be moving to an area where that service type isn't available. For example, moving from and ADSL area to an nbn™-ready area, or vice versa.

If this is the case, please call us on 13 22 58 to discuss your options with the types of services available at your new address. Fees and timeframes will vary depending on the type of service you're getting at your new address.

Typically, we'll be able to lodge a new service application at your new address and then take care of manually rolling over any usernames or existing contracts.

 

How long does a relocation take?

Timeframes vary depending on the services you have with us, and the infrastructure at your new address. Relocation work that requires a technician cannot commence until you have the keys to your new property.

If you have ADSL, please keep in mind that your Home Phone service must be relocated to your new address before your broadband service.

IMPORTANT: 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.

Relocation type Estimated timeframes*
Home Phone where an active phone line is already present at new address Up to 2 working days of disconnection from current address
Home Phone where a new landline must be installed at new address (urban areas) Up to 5 working days of disconnection from current address
Home Phone where a new landline must be installed at new address (major rural areas) Up to 10 working days of disconnection from current address
Home Phone where a new landline must be installed at new address (minor rural & remote areas) Up to 15 working days of disconnection from current address
ADSL/ADSL2+ Up to 10 working days
Naked DSL Up to 20 working days
nbn™ Fibre Up to 2 working days after connection appointment (appointments subject to technician availability)**
nbn™ Wireless Up to 2 working days after connection appointment (appointments subject to technician availability)**
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**
Cable (HFC) relocation Up to 14 working days
VDSL2 Appointment booked within 7 working days, connection occurs on appointment day

*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.

 

How do I request a relocation?

Relocating is different for each type of broadband service we offer.

 

Moving overseas?

Sadly, we can't provide telecommunications services outside of Australia. Please see this advice on closing your account.

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