Moving House? Here’s How to Keep Your Internet Connected
Moving house is hectic enough without spending your first week in the new place hotspotting off your phone. The real risk isn’t losing your internet for good. It’s a gap of days (sometimes weeks) between switching off at the old place and getting connected at the new one.
The good news? That gap is almost always avoidable. It just comes down to doing the right things in the right order, and this moving house internet checklist walks you through it, week by week.
First step: check your new address to see what’s available there. It takes less than a minute.
Your moving house internet checklist at a glance
| When | What to do |
|---|---|
| 4 weeks out | Check your new address on the nbn |
| 3 weeks out | Book your connection and lock in the date |
| 2 weeks out | Sort out any change in connection type |
| 1 week out | Work out what equipment travels with you |
| Moving day | Pack the modem last, set it up first |
| After you move | Test your connection and troubleshoot |
4 weeks out – check what is available at the new address
Before you do anything else, do an NBN address check on your new place. nbn Co recommends doing this more than 4 weeks before you move, and it’s the single most useful thing you can do early on.
An address check tells you three things:
- Whether the new place can connect to the NBN. Most addresses can, but new builds and some older properties may need extra work first.
- What connection type it has. It might be Fibre to the Premises (FTTP), Fibre to the Curb (FTTC), Hybrid Fibre Coaxial (HFC), Fibre to the Node (FTTN) or something else, and it may not be the same as your current home.
- What speeds you can get there. Not every speed is available on every connection type.
If the address doesn’t show up, or it says the NBN isn’t available yet, don’t panic. Get in touch with your provider, who can raise it with NBN Co to get the address added or corrected. Just know that this can take time, which is exactly why you want to find out now rather than on moving day.
3 weeks out – book the connection, and why the date matters more than people think
Once you know what’s available, tell your provider you’re moving and book your connection at the new address. If you’re with MATE, you can do this yourself in the myMATE app or self-care portal. Our guide to moving address in the app or self-care walks you through it step by step, or you can give our team a call on 13 14 13.
Here’s why the date matters so much. How quickly you can get connected depends on the setup at your new place:
- If the premises is already connected and the NBN equipment is still there, your provider may be able to switch the service on remotely, without a technician.
- If it needs a new connection or a technician visit, someone over 18 may need to be home for the appointment, and you’ll be waiting in the queue for a booking.
Technician bookings can fill up, especially around the end of the month and during school holidays when lots of people move. Once you’re in the queue, it can’t be rushed. Book three to four weeks ahead and you give yourself room to breathe.
Two more things to sort while you’re at it:
- Tell your provider when to disconnect at the old address. Your old service won’t always stop on its own, and if you keep it running, you’ll keep paying for it. Line up the disconnection date with your moving-out day.
- Ask about fees. Whether you’re charged to move depends on your provider and whether the new address needs a new connection. MATE doesn’t charge relocation fees for existing customers. If your new home is a new build that’s never had a fixed internet connection, a one-off NBN New Development Fee of $300 (inc. GST) may apply.
Want the full rundown? Here’s what happens when you transfer your internet to a new address with MATE.
2 weeks out – what to do if the new place has a different connection type
If your address check showed a different connection type at the new place, now’s the time to deal with it. A change in connection type can affect two things.
- Your equipment. Different connection types use different setups. Fibre to the Node, for example, runs through a phone wall socket and needs a modem that supports that connection, while FTTP, HFC and FTTC connect your modem to an nbn connection box. Most modern nbn modems handle all of these, but older or BYO modems may not. Check with your provider now, so you’re not caught out on moving day.
- Your speed. Not every speed tier is available on every connection type. If your current plan’s speed isn’t available at the new address, your plan will change to match what is. It’s worth thinking about whether the speeds on offer suit your household, especially if you’re moving somewhere bigger or adding a home office.
Not sure what the different types mean? Our guide to NBN connection types explains each one in plain English.
1 week out – equipment, what travels with you and what stays
One of the most common moving mistakes is packing the wrong box. Here’s the rule:
Leave behind: anything supplied by nbn Co. That’s the nbn connection box, plus its power supply and cables. This equipment is registered to the address it was installed at and won’t work at your new place. If you take it, you’ll cause headaches for the next occupants, and possibly for yourself if you ever move back.
Take with you: your modem/router, its power adapter and your Ethernet cables. They’re yours, and you’ll need them at the new place.
The exact equipment depends on your connection type. If you’re on FTTC, for example, our guide to moving home with nbn FTTC lists exactly what stays. For everything else, check out moving with your nbn box.
It’s also worth planning for a short gap, just in case. Make sure your mobile plan has enough data to use your phone as a hotspot for a day or two, so you’re not stuck if things run late.
Moving day – the order to do things in
On the big day, your modem should be the last thing you pack and the first thing you unpack. Here’s the order:
- Write down your wifi name and password before you unplug. If you keep the same modem, your devices will reconnect automatically at the new place.
- Unplug your modem and leave the nbn equipment where it is. Don’t unscrew the connection box from the wall.
- Pack the modem, power adapter and cables in a box marked “open first”. Keep it in the car with you, not at the bottom of the removalist’s truck.
- At the new place, find the NBN connection box or wall socket. It’s worth checking it’s there and undamaged before the previous occupants are long gone.
- Plug in your modem once your service is active. Connect it, switch it on and give it a few minutes to connect.
- Put your modem somewhere central and up high. Where it sits in your new home makes a big difference to your wifi coverage.
For more tips on keeping moving-day downtime to a minimum, read our guide to minimising internet interruption when moving house.
After you move – what to do if it is not working
Plugged in and nothing’s happening? Work through these before you call:
- Check your service is active. If your connection date hasn’t arrived yet, the modem won’t connect, no matter what you do.
- Check the lights on the nbn connection box. No lights usually means it’s not getting power.
- Check your cables. Make sure the Ethernet cable runs from the correct port on the NBN box to the WAN or internet port on your modem.
- Restart your modem. Switch it off at the wall, wait 30 seconds and turn it back on.
- Reconfigure your BYO modem. If you’re using your own modem and the connection type has changed, it may need new settings. Here’s how to configure your BYO modem/router.
- Look for missing or damaged equipment. If the previous occupants took the NBN box with them, or it’s damaged, don’t try to fix it yourself. Contact your provider to arrange a replacement.
Still stuck? Our guide on why your internet is not working covers more fixes, or you can call our 100% Aussie-based team on 13 14 13.
Should you switch providers while you are at it?
Moving is one of the best times to take a fresh look at your internet. You’re setting up a new service anyway, so switching providers takes no more effort than moving your current one.
Honest take: if you’re happy with your current provider and your plan suits your household, stay put and just move it. But if you’ve been putting up with slow speeds, data limits or long waits on hold, this is your chance to change without any extra hassle.
With MATE, all our nbn plans come with:
- Unlimited data, so settling into a new home doesn’t come with surprise limits
- No lock-in contracts, so if your needs change after the move, your plan can too
- 100% Aussie-based support, from real people who’ll help you get connected
If you’re switching, remember to check whether your old provider charges any exit fees and to tell them when to disconnect service at your old address.
Ready to move with a provider you can trust like a mate? See how moving home with MATE works, or check your new address to see which plans are available.
Frequently Asked Questions
How far in advance should I organise internet before moving?
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Can I keep my plan when I move house?
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Do I take the NBN box with me?
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How long does it take to connect the NBN at a new address?
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What if the new place has a different connection type?
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Will I be charged to move my service?
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