How do I relocate my service to a new address?
Last Updated: Tuesday, 27 Feb 2024
If you are simply moving your service from one premises to another, you will need to have the following information ready:
The address of the new location.
The date you wish to stop services at your old/current address.
Your preferred connection date for the new property.
Once you're ready to relocate your service(s), you can submit your request from MyAussie® or by talking to us over the phone.
If an installation is required
Sometimes, the address you're moving to might not be ready for service and could need a technician to install the broadband infrastructure.
Please let them know the earliest date that you will have access to the premises so we can get your new location up and running as soon as possible.
Please note: Services will stop working shortly after midnight on the date you choose to close your old service, so if you want to stay online on this date, please add on an extra day in your request.
Relocating a service in the MyAussie® app or website
You can organise your own relocation from MyAussie® following these steps:
Log in to MyAussie® and select a service from the list. If a service is not already selected. The address for the selected service will display at the top of the page.
Scroll to the bottom of this page until you see Relocate Service. Click or tap the icon next to Need to relocate your service?.
On the next page, enter your new address and click 'Check availability'. Then, select your plan options while moving down the page.
Click or tap Continue and proceed through the checkout steps.
You will be prompted to choose an existing address you're relocating from, as well as a connection date and appointment availability (in case a technician is needed).
Make sure all of the details you've entered are correct, and then click Confirm order.
Organising your relocation over the phone
If you have any questions about the place you're moving to or need us to place an order on your behalf, its best to get in touch.
Our team can advise you if your new location is ready to connect or if it requires an installation appointment. If service is ready to go, then they just need to provide the earliest connection date of when you would like service there.
Give our friendly Australian-based Sales team a call on 1300 880 905 and they can assist with the relocation process.
Our Sales team can only close services that are part of a relocation order. If you wish to close your account without relocating, then you will need to speak to our Accounts team.
How long does relocation take?
If your new address has been connected on the NBN or OptiComm previously, it’s likely that you can be connected in as little as 15 minutes.
If we find that we can’t automatically activate your service, or an appointment is needed for your connection at your new address, we try to have you connected within 5 working days.
For more information about moving house, please refer to our FAQs about relocating your services.
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