Online Help

This article will tell you everything you need to know about relocating your iiNet services when you move house. We can reconnect your iiNet services at your new address, even if your address is serviced by a different internet technology in our range.

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

• The benefits of moving with iiNet
• When to contact us about moving house
• Relocation fees
• When you take up a fresh 24-month contract at your new address
• When you roll over an existing contract or select no lock-in contract
• Activation fees
• Relocation timeframes
• Quick tips - Moving House
• Keeping your phone number
• Moving overseas permanently?

The benefits of moving with iiNet

When to contact us about moving house

Please call us on 13 22 58 to lodge a relocation once you know the date(s) you’ll be moving out of your current address and into the new one.

It's best to get the ball rolling at least 2-3 weeks before your moving date.

Important things to note

• If you have iiNet ADSL2+ broadband but 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 ADSL2+ broadband service.
   
• Relocation work that requires a technician to visit your address cannot commence until you have the keys to your new property.

Relocation fees

When you take up a fresh 24-month contract at your new address

With a new 24-month contract at your new address, you'll pay no contract break fees for your existing contract and no broadband activation fees for the service at your new address.

This offer is available no matter how far you're into an existing contract with us.

• If you are moving to a newly developed NBN™ estate, NBNCo may charge a New Development fee of $300. iiNet discounts this fee for existing customers to $250. More information.
• If you're getting ADSL2+ or Naked DSL, in the event that a Home Phone line must be installed or re-activated at your new address, iiNet discounts the New Line Connection Fee/Line Re-activation Fee by up to $200 to just $99.

When you roll over an existing contract or select no lock-in contract

If you choose to roll over your existing broadband contract to the internet service at your new address, you'll pay no contract break fees for your existing contract, however activation fees do apply for the service at your new address. This option is available no matter how far you're into an existing contract with us.

Similarly, no contract break fees apply but activation fees do apply for customers with completed or no lock-in contracts.

Activation fees

Activation fees for 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.

*If you are moving to a newly developed NBN™ estate, NBNCo may charge a New Development fee of $300. iiNet discounts this fee for existing customers to $250. More information.

**If you're getting ADSL2+ or Naked DSL, in the event that a Home Phone line must be installed or re-activated at your new address, iiNet discounts the New Line Connection Fee/Line Re-activation Fee by up to $200 to just $99.

Relocation timeframes

*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.

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. Learn more.

Quick tips - Moving House

Keeping your phone number

You can keep your phone number in the vast majority of cases, except where:

• It's a landline number attached to a specific telephone exchange and you move to an address that’s serviced by a different telephone exchange
• You move to a different geographical call zone/area code, e.g. interstate.

We'll check if keeping your number is possible when you lodge your relocation.

Moving overseas permanently?

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

For temporary overseas trips, we can help determine if keeping your account active for the duration of your trip would be more convenient and cost-effective than closing your account and re-opening it upon your return.