If your address doesn’t appear when you check your address, or if you would like to request an additional connection on a property with more than one residence such as a granny flat, you will need to contact a phone and internet provider. They will then contact nbn to assist in making these changes.

As part of the process, your provider may request information such as the coordinates of the property you wish to connect, and proof that the property is occupied.

 It will depend on the technology type and existing setup at your new address. Your phone and internet provider will be able to provide details about the expected timeframe for connecting your new home to the nbn network. 

If your new home was previously connected to the nbn network, and the nbn supplied equipment is still there, your phone and internet provider may be able to activate your service remotely without a technician appointment. In some cases, a technician may be required, and someone over 18 may need to be at home to allow the installation to go ahead.

Registered cablers can perform in-home cabling work if you choose to change the location of the nbn connection box, or the supplied equipment is in the wrong location.

If the nbn equipment needs to be moved or removed as part of your premises being renovated, you can find out more from the following nbn website page.

As changes to rental properties require consent, we suggest checking with your landlord first. Please keep in mind the type of nbn technology avaliable will determine the necessary hardware installation.

If your nbn supplied equipment is missing, please reach out to your phone and internet provider and let them know. They can arrange for the equipment to be replaced, and may be able to offer different options for this depending on the circumstances of your premises, such as sending replacement nbn equipment to you to plug in to install. In some cases, a technician may be required, and someone over 18 may need to be at home to allow the installation to go ahead.

Talk to your phone and internet provider to find out about any potential fees 

If you're moving to a recently built property that hasn't had a fixed internet connection before, an additional $300 New Developments Charge may apply. In accordance with Australian Government policy, nbn is required to charge a one-time fee of $300 (incl. GST) to phone and internet providers that place an order for an nbn service to a new development (providers may choose to pass the charge onto their customers). This charge is not applicable in nbn Fixed Wireless and Satellite areas.

You will need to call your equipment provider/manufacturer to check that your equipment will work over the nbn network.

Your existing services may not work until you are connected to the nbn network at your new premises; this may also affect your medical alarm depending on the type of alarm you have. Please keep a charged mobile phone on hand in case of emergency. After completing the installation at your new address, check to make sure all of your existing services are still working and if not, contact your phone and internet provider immediately for advice.

As a reminder, the nbn equipment belongs to the premises it was originally installed in and should remain there when you move, however if you have taken it accidently and want to return it to nbn, it's easy. You can return it directly to us so it can be re-used in another premises. This is a great way to contribute to saving the planet from increasing landfill.

We have partnered with Australia Post allowing for devices to be sent back to us with a label you can access online at no cost to you. Simply follow the link below to print a return label and read the instructions on how to return the equipment.