Frequently Asked Questions about Moving
- Why do I need to submit a relocation?
- What plans can I choose from for my new premises?
- What if I keep my existing phone number?
- When should I submit a relocation request?
- What do I need to prepare at my new location for my relocation?
- How do I relocate my Internode broadband service?
- How do I relocate my NodeLine service?
- How do I relocate my NodePhone service?
- When will my new service be active at my new location?
- Will I have any downtime?
- How do I check the status of my relocation?
- What costs are involved in relocating my broadband service?
- What will happen with my invoice?
- What if I can't get broadband at my new location?
- What technical configuration changes are required?
You need to submit a relocation request if you're moving and wish to take your Internode services with you.
Fixed-line broadband and phone services are not portable technologies. We need to cancel your existing services, and order new ones at your new location. In some areas, the technology used to deliver your service will need to change. Your Internode username and email address will remain the same.
Unless you tell us that you're moving, we'll keep billing you for your existing services.
If you tell us that you're moving, we'll do our best to transfer your services as smoothly and seamlessly as possible.
You can choose any Internode services that are available at your new address. To find out more, simply check coverage in your new area.
It's OK to change technology type when you move. For example, you may move to an NBN area, or Easy Naked might be available at your new location. Or, if it's available at your new location, you can keep your current plan. Simply contact our Sales team and we'll happily arrange it.
You still need to submit a relocation request, even if your phone number remains the same.
If you're moving an ADSL service and your phone number will stay the same, there may be a delay connecting your ADSL.
Place a relocation request as early as possible - we need to know when you're going to be moving.
If you'll be moving to ADSL in your new area, you'll need an active telephone service (unless moving to Easy Naked). We recommend NodeLine, but most phone services that use Telstra as the carrier will be suitable. Without an active telephone, ADSL will not work. Please be aware that there may be extra cabling costs if you're moving to Easy Naked within an apartment building.
If you have a NodeLine service, make sure you have access to your premises. An appointment with an on-site technician might be needed. If this happens, we'll let you know in advance.
If you're moving to an NBN area, you may need to think about where your equipment will be installed, and an appointment with an NBN Co technician might be needed. This will depend on the type of technology the NBN uses in your area, and if the NBN has already been connected to the premises. See Getting Connected to the NBN for more information.
To relocate your service, first visit our coverage checker to see what's available in your area.
Sign up for your chosen product, then during the sign up process:
- Choose "I'm already with Internode" and enter your Internode account/login details for the service(s) that you'd like to relocate.
- Enter the details for your new service(s) at your new location.
- We'll ask for details about your relocation as you proceed through the sign up process.
If you have any questions or are unsure about relocating, see our Moving page for more information, or call our relocations team on 1300 66 33 27 for further assistance.
We recommend signing up for NodeLine at the same time you sign up to move your broadband. If you're moving within the same exchange area, and want to keep your phone number, please contact Internode Sales to relocate your NodeLine service.
Please contact Internode Sales if you need to change your NodePhone number, or update your address details.
The relocation request form will ask for a 'relocation date'. This is when we will cancel your existing service. We will also attempt to connect your new service as close to this date as possible. Though due to a number of factors, we cannot guarantee that we'll be able to get your new service connected on exactly the date that you request.
Follow the guidelines below to ensure this works smoothly:
- Easy Naked services
Place your relocation request at least 3 weeks before the day that you move. There will be delay in connecting your new service if we receive less than 3 weeks notice.
- Any other ADSL service
Make sure your phone service is connected at your new location at least 5 days before your relocation date. We'll make sure your ADSL is up and running as close to this date as possible.
- NBN services
Installation time-frames for the NBN vary, but are typically between 5–20 business days. Let us know as soon as you know you're moving and we'll try to get your NBN connection up and running as close to this date as possible.
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 avoid downtime, we recommend that you contact Sales and discuss your transfer with us.
If you're relocating an ADSL service and your phone number will stay the same during the move, downtime is unavoidable. This is because ADSL services do not automatically move across with phone line activation.
We will send you regular updates via email and SMS keeping you up to date with the progress of your relocation.
Costs can vary depending on a number of factors, including:
- current Internode products you use
- service availability at your new address
- existing contract status
- contract length choices (if any) for any new services at your new address
- whether you need any new hardware or service installations
Our sales team can assist you in outlining your options and relocation costs.
Because we need to cancel your old fixed-line service, you may see an early cancellation charge on your invoice. This early cancellation charge will be credited once your new service is active.
This is because fixed-line broadband services don't actually 'relocate'. We simply cancel your old service and give you a new one. Then we transfer across your email and other details.
NOTE: Internode does not offer pro rata credits. Only full months billed in advance will be credited towards your old service/s.
You may see two monthly charges on your next invoice. The first monthly fee is for the current month, billed in arrears. The second fee is for the next month, billed in advance. Your future invoices will only have one monthly fee (billed in advance).
Sometimes we can't provide broadband at a new premises, but most of the time we can. While there can sometimes be hiccups, it doesn't necessarily mean we can't provide broadband. If there are any problems, we'll send you an SMS and email. If you have any questions, please contact our Sales team.
Occasionally we are unable to provide broadband at a premises. If this happens, no relocation fee is payable. However, if you're in a contract, you will be required to pay an early cancellation charge.
This will depend if you're changing broadband technology when you move.
If you're moving from ADSL to ADSL, you shouldn't need to make any configuration changes to your equipment once you've moved. Your username, password, and other modem settings will stay the same. You will receive a notification from us when your ADSL service is ready to use. From there, simply follow our online guides to plug in all the cables.
If you're moving from ADSL to the NBN or Fibre, you may to reconfigure your modem - or buy new equipment that supports Ethernet or VDSL2.
If you do have any difficulties, please contact our Support team.