Help & FAQs

How do I relocate my nbn® service?

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Moving home? Relocating an nbn® service to a new address can now be processed from our Self Care Portal.

TIP: Before you request to move your service, you can check the nbn® serviceability of your address so you know if the address is nbn® ready and what is the approximate timeframe

You may check your address here.

If you know the nbn® availability of your address, you may proceed with the steps below:

1. Create a new order via the Order tab at the top of the page.

2. Select NBN as the order category and nbn® – Relocation as the order type.

3. Fill out the form with the following details:

a. Select the old service that you wish to relocate.

b. Click on Search New Address and enter the details for the new address you are moving to.
Note: if you cant find your new address using the Search New Address function, you can log a case with our team, who will look into this for you. We recommend including a proof of address to help speed up the process. Proof of address can include a current fixed utility bill (water, electricity or gas), a current insurance document (specific to the address), certificate of Title of the land, or a signed lease agreement.

c. Select the date of the new service activation (Preferred Start Date).

d. Date that youd like the old service cancelled (Preferred Cancellation Date).

4. Click on Submit Order.

We'll take care of the rest! You'll receive regular emails with the progress of your new order, and we'll also confirm when your old service is cancelled. If at any time you'd like to discuss your nbn® relocation with us, please contact our team.

"Excellent Customer Service. 10/10"

Basdenpaul, 12 Feb 2024

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