Why do I need to submit a relocation?

You need to submit a relocation request if you are moving house and wish to take your Internode ADSL service with you. ADSL is not a portable technology, so essentially we need to cancel your existing services and order new ones at your new location. Your Internode username and email addresses will remain the same.

Unless we are informed of your move, we continue to bill you for your existing services.

What plans can I choose from for my new premises?

You can choose any of the current Internode ADSL plans that are available at your new premises.

It's quite OK to change your technology type when you move - for example, from an Easy Reach plan at your old place, to an Easy Naked service at your new place.

However, you cannot relocate to an ADSL service type that we no longer sell - so please choose from our current ADSL plan range.

What if I keep my keep my existing phone number?

You will still need to submit a relocation request, even if your phone number remains the same at your new location.

In the case where your phone number is staying the same, a delay may be experienced in connecting your new services.

When should I submit a relocation request?

It's a good idea to place a relocation request as early as possible. It is necessary to know when you are going to be moving.

What do I need to prepare at my new location for my relocation?

If you have a NodeLine service, you will need to ensure that you have access to your premises should an onsite technician appointment be required. If an appointment is necessary, we'll be sure to let you know in advance.

For ADSL services other than Easy Naked, an active telephone service is required at your new premises. We recommend our NodeLine service, but most telephone services that use Telstra as the carrier will be suitable. Without an active telephone, ADSL will not work.

If you are relocating to an Easy Naked plan within an apartment building, there may be additional cabling costs required.

How do I relocate my Internode ADSL service?

To relocate your ADSL service, login to My Internode and select "Relocate ADSL Service".

How do I relocate my NodeLine service?

We are currently working on a way to do this online, but in the meantime, contact Internode Sales to relocate your NodeLine service.

How do I relocate my NodePhone service?

We are currently working on a way to do this online, but in the meantime, contact Internode Sales to relocate your NodePhone service.

When will my new service be active at my new location?

The relocation request form will ask you for a 'relocation date'. This date is when we will cancel your existing service. We will also attempt to have your new service up and running as close to this date as possible. To ensure that this works smoothly, please follow the following guidelines:

For an Easy Naked service

We recommend that you place a relocation request at least 3 weeks before the day that you move. If we have less notice than this, then there will be delay in getting your service up and running at your new premises.

For any other ADSL service

Having your telephone service up and running at your new location at least 5 days prior to your elected relocation date, will ensure that we have your ADSL up and running as close to this date as possible.

Will I have any downtime?

You may have downtime when relocating. For tips on keeping this to a minimum read the When will my new service be active at my new location? section.

If you need to ensure that you have no downtime, then we recommend that you Contact Sales and discuss your transfer with us.

In the case where your phone number is remaining the same but you are moving premises, downtime is unavoidable. This is because the ADSL service does not automatically move across with the phone line activation.

How do I check the status of my relocation?

We will send you regular updates via email and SMS keeping you up to date with the progress of your relocation.

What costs are involved in relocating my ADSL service?

You have the choice of two relocation options;

• No ADSL relocation fee, and a new 24 month contract; or
• A $99 relocation fee, with any existing contract term carried across to your new premises

What will happen with my invoice?

Please note that the billing method involves creating an early cancellation charge (if applicable) on the service at your current premises; and then crediting this amount when the service at your new premises becomes successfully active.

This is because it's physically a cancellation process and a new service activation process - ADSL services don't actually 'relocate', you simply get a new service and your email & other account details are transferred across transparently by Internode.

Please Note: Internode does not offer pro-rata credits, and only full months billed in advance will be credited towards your old service/s.

Your next invoice is not due to be paid until 28 days after being issued; the first monthly fee for your new service is for your current month which is billed in arrears. Your second monthly fee is to schedule your advanced billing. On your subsequent invoice, you will only receive one monthly fee billed in advance.

What if I can't get ADSL at my new location?

Sometimes we cannot provide an ADSL solution to you at your new premises, but most of the time we can. It's important to remember that while there can sometimes be hiccups, it doesn't necessarily mean that we cannot provide the service. We do communicate any difficulties that we are experiencing via SMS and email. If there is anything that you need help with or do not understand, then please call Internode Sales on 13 66 33.

Sometimes we cannot provide an ADSL solution to you at your new premises. In such cases you do not have to pay any relocation fee. If however, you are still in an active contract you will be required to pay an early cancellation charge. Click here for details on early cancellation charges

If you cannot get ADSL at your new premises, we do have a Wireless 3G solution called NodeMobile Data that may be a suitable alternative for you.

What technical configuration changes will be required?

There shouldn't be any configuration changes needed to make your service at the new premises work. Your username will stay the same, and so will any modem settings.

Before an ADSL service can work though, you need to have received a notification from us to say that your service is ready to use. From there you must connect everything up correctly. We do have online guides that can help with this if you are having trouble. We also have further guides for setting up other Internode products.

If you do have any difficulties with this please contact Internode Support.