Booking your moving house request well ahead of time helps minimise delays.
You can do it in one of three ways:
When you give us plenty of notice, we can give our technicians the notice they need, so everyone's happy!
We’ll email you a confirmation within 48 hours.
This email will include details that are relevant to the type of nbn at your new property.
If we do need to send a technician to connect the nbn, your confirmation email will include an appointment time, stating the time and date they’ll be there. We’ll also let you know if you need to be home or not.
We monitor the progress of your move right up until the moment you’re connected to make sure it all runs smoothly.
When you leave your house for the last time, be sure to take your Telstra modem with you.
Pop it at the top of a packing box that’s easy to access, so when you arrive at your new home, you can grab it, plug it in, turn it on and voila! Instant internet. Even if your nbn is not yet connected, your Telstra Smart Modem will switch over to our mobile network, so you're never caught short.
Due for a modem upgrade? We’ve got you. We’ll express deliver a Telstra Smart Modem in around 5-7 business days.
4G coverage required. 4G speeds capped at 25/5 Mbps. Actual speeds may be lower.
Any equipment with an nbn logo stays put at your old house.
This hardware belongs to nbn co and must stay at the property you’re leaving. It will be needed by whoever moves in next.
Your new home will have the right nbn equipment already in place, unless that address has never been connected to the nbn network before.
It all depends on your personal situation. When you book your home internet service move, we’ll consider a bunch of different factors to determine whether you need a technician or not, such as: the type of property you’re moving into, whether you’d prefer to self-install and if you’re connecting to the nbn for the first time.
Remember: the more advance notice you can give us, the better the chances of having your internet moved on your preferred day.
A professional installation is when a technician comes to your new property to connect the internet for you. It costs $240. We’ll need a minimum of 7 business days’ notice when you book your move.
If it’s a straightforward installation, why not DIY? Just advise us when you book your move - we’ll need a minimum of 2 business days’ notice for this option.
If we’ve established that your new service does need to be installed by a technician due to other reasons, we’ll let you know.
Once you’ve booked your move, we’ll let you know within 48 hours if a technician needs to be there to install it. It could be for any of these reasons:
It’s been a while since your new address had an active phone line and a technician needs to check everything’s still working OK .
Our service check identifies the need for a Telstra technician.
Your house has recently been renovated or subdivided.
Your house is being knocked down, rebuilt or is in a new development. If you’re moving to a recently-built property that’s never had a fixed internet connection, this may incur a $300 New Development Fee.
You’re connecting to the nbn for the first time (from an ADSL service).
You want a new outlet or to move an existing one to a more suitable place. This costs $120 with standard installation per outlet or $192 with non-standard installation per outlet.
You’re a Priority Assistance customer.
Seeing you’re already a Telstra customer, chances are you’ll be a Telstra Plus™ member too. Don’t worry, your points will be joining your new household too.
If you’re new to Telstra Plus, it’s our loyalty program which rewards you with points when you make eligible payments on your services. The points you’ve earned can be put towards new mobile devices, tech accessories and entertainment experiences, just to name a few.
There are loads of other membership benefits to explore too.
