Relocations FAQ

When you move, we can help you relocate your iiNet services to your new address.


- Keep your home phone number and iiNet email address
- Awesome service from our specialised Movers Team
- Waived contract break fees when you relocate
- No lock-in contracts
- Change your plan when you need to

When to contact us about moving house

Once you know the date(s) you’ll be moving out of your current address and into the new one, please lodge a relocation in Toolbox or call us on 1300 541 714.

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

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


Save money when you relocate your iiNet broadband

When you relocate your existing iiNet broadband service, you'll pay no contract break fees for your existing contract.

Relocations incur standard broadband activation fees, which vary according to the type of internet being connected at your new address:

Service type
Broadband activation fee
No lock-in contract
6-month broadband contract
nbn Nil^ Nil^
Home Wireless Broadband Nil N/A
ULTRA Broadband Cable $59.99 N/A
ULTRA Broadband VDSL2 $59.99 N/A
ULTRA Broadband FTTB $99.95 Nil
OptiComm Fibre & Places Victoria Fibre $79.00 N/A

^If you are moving to a newly developed nbn estate, nbn® may charge a New Development fee of $300.

Please note: These fees are applicable to Residential services only. Please call 13 86 89 to enquire about relocation for Business services.


Service type Estimated timeframes*
nbn Up to 2 working days after connection appointment (appointments subject to technician availability)**
Home Wireless Broadband Up to 5 working days for modem delivery (if required)
ULTRA Broadband Cable Up to 14 working days
ULTRA Broadband VDSL2 Appointment booked within 7 working days, connection occurs on appointment day
ULTRA Broadband FTTB Up to 20 working days
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**

*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.


What should I do with my existing nbn® equipment?

  • When you move, you should leave any nbn-branded equipment behind, including any power supply cords or other cabling.
  • Once it’s been installed, nbn equipment must remain at that address - it won’t work at your new address.
  • We’ll make sure you have everything you need at your new place. If any equipment is missing, we’ll help organise a replacement.


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.


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.

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