How to get your internet sorted when moving house
Home & Business Internet Blog | MATE | 21 December 2021
TL;DR — Quick Takeaways
- Book your internet move at least 2–4 weeks before moving day so its locked in.
- Check your new address for NBN availability before you assume it’s connected.
- Your provider needs your new address, move date, and current account details to get started.
- There’s almost always some downtime, the goal is keeping it to hours, not days.
- Moving is a great time to reassess your plan and switch providers if you’ve been meaning to.
- MATE offers no lock-in NBN plans, so you can start fresh without being tied in.
Why internet setup gets messy during a move
Moving house is one of those situations where everyone focuses on the big stuff, the removalists, the bond, the address changes and internet ends up as a last-minute afterthought.
Then you arrive at your new place, boxes everywhere, and the Wi-Fi doesn’t work. Not ideal.
The problem is that setting up internet at a new address isn’t instant. It involves disconnecting your service at the old place, checking what’s available at the new one, booking a connection, and sometimes waiting for a technician. Each of those steps takes time, and if you’ve left it late, those steps stack up.
The good news is that if you plan a few weeks ahead, most of this is pretty straightforward.
How far in advance should you organise your internet?
At least 2–4 weeks before your move date.
nbn Co have connection queues, especially in busy moving periods (end of month, school holidays, summer), the wait for a technician visit or service transfer can blow out. If you leave it until moving week, you’re gambling on availability.
The earlier you lock in your moving date, the earlier you can get a connection appointment booked. If you don’t need a tech to visit, then your ahead of the game.
If you’re moving to a brand new address (new development, recently built property), lead times can be longer. In some cases, if the NBN infrastructure hasn’t been fully commissioned at the property, you may be waiting weeks so it’s worth checking early.
Step 1: Check if your new address is NBN-ready
Don’t assume. Not every Australian address has an active NBN connection waiting to go.
Check your new address on the MATE website before you do anything else. This tells you:
- Whether NBN is available at the address
- What connection type is there (FTTP, FTTN, FTTC, HFC, Fixed Wireless, or Sky Muster)
- Whether a new connection needs to be built
Why does the connection type matter? Because it affects what speeds you can realistically get and whether a technician needs to visit. FTTP (fibre to the premises) is the best setup, but many Australians still have FTTN or HFC, which use older infrastructure for the final stretch to your home.
What if NBN isn’t available at the new address?
This happens in some regional areas, new estates still being rolled out, or addresses that haven’t been registered in the NBN database yet. Options include:
- Fixed wireless – for regional and rural areas not on standard NBN
- 5G home internet – where coverage is available, this is increasingly a solid alternative but probably more expensive
- Waiting for the connection to be provisioned – sometimes a simple admin fix, sometimes a longer wait
If you’re unsure, contact MATE and they can check the address directly.
Step 2: Decide whether to stay with your current provider or switch
Moving house is one of the best times to reassess your internet plan. You’re already going through a disconnection/reconnection process either way, so if you’ve been putting off switching, this is the moment.
Staying with your current provider
If you’re happy with your service and plan, just let them know you’re moving. You’ll need to give them:
- Your new address
- Your move-out date from the current property
- Your preferred connection date at the new address
Ask them specifically about any fees for disconnection, transfer, or reconnection. Some providers charge for this; MATE doesn’t. Worth knowing before you assume it’s all included.
Switching providers
If you’ve been meaning to switch, maybe your current provider has been unreliable, or you’re paying more than you should be, this is the clean break to do it.
When you sign up with a new provider like MATE, the process is:
- Check address availability
- Pick your plan
- Book your connection date
- Your new provider handles the line transfer, you don’t need to cancel with your old provider separately (MATE does this as part of the transfer)
Note: If you’re mid-contract with your current provider, check whether exit fees apply for ending the contract early. MATE’s plans are all no lock-in, so if you switch to us you won’t be in that situation again.
Step 3: Book your connection date
Once you’ve picked your provider, book the connection date as close to your move-in date as possible.
A few things to know:
You can book in advance. Most providers let you schedule a connection date weeks out. Do this as soon as you have a confirmed moving date, don’t wait until you’ve moved in.
Technician visits aren’t always required. If your new address already has an active NBN connection (i.e., the previous tenants had NBN), your service may be able to be remotely activated. No one needs to come out.
If a technician is required, someone needs to be home during the appointment window. These are usually 4-hour windows (e.g., 8am–12pm). Plan your moving day around this if you can.
Connection windows are usually business days. Saturday appointments exist but are limited. If you’re moving on a weekend, your connection might be the following Monday or Tuesday.
Step 4: Plan for the gap (you’ll probably have one)
Be realistic: there’s almost always a period of no internet between moving out and getting connected at the new place.
A few ways to cover the gap:
- Mobile data hotspot — most people have enough data on their phone plan to cover a day or two of basic usage. For working from home, this gets painful fast, so keep the gap short.
- MATE mobile plans — if you’re already on MATE mobile, you’ve got a backup. MATE uses the Telstra Wholesale Mobile Network, which covers more than 98.8% of the Australian population, so you’re unlikely to be stuck without signal.
- Café or library Wi-Fi — not great for video calls but fine for emails and basic tasks.
If you work from home and can’t afford downtime, try to arrange your move so the old service runs until the day you move out, and the new service is booked for the morning after you move in.
Step 5: Set up your modem at the new place
When your new connection is active, setting up your modem is usually straightforward. But a few things trip people up:
Where you put your modem matters. Put it in a central location, off the floor, away from thick walls and other electronics. This affects your Wi-Fi range and speed throughout the house. It’s worth spending 10 minutes on this rather than just plugging it in where the cable happens to be.
Check which wall socket to use. In older homes especially, there may be multiple phone or data points but only one that’s actually connected to the NBN entry point. If you plug into the wrong one, the modem won’t connect.
Give it time to sync. When you first plug in a new modem or reconnect a service, it can take 10–15 minutes for everything to establish. Don’t panic if it doesn’t come up immediately.
Your Wi-Fi name and password. If MATE sent you a new modem, your default Wi-Fi name and password are on the sticker on the back of the modem. You can change these once you’re connected.
What to do if your internet isn’t working on connection day
If your service was supposed to go live and it hasn’t, here’s what to try before calling support:
- Check the NBN connection box (usually on an outside wall or in a cupboard) it should have a steady power light
- Restart your modem — unplug it, wait 30 seconds, plug it back in
- Check the correct wall socket — make sure you’re plugged into the right data point
- Check for NBN outages — MATE’s website shows any known outages in your area
- Contact MATE support — if none of the above sorts it, our Australian-based team can run a line check and escalate to NBN Co if needed
Is moving house a good time to upgrade your NBN speed?
Yes, and here’s a practical reason to think about it: your usage probably changes when you move.
If you’re moving from a one-bedroom apartment to a family home, you might suddenly have more people on the network. If you’re starting to work from home more, a faster plan makes a real difference for video calls and uploading large files.
MATE’s NBN plans range from NBN 25 right up to NBN 2000, with no lock-in contracts on all of them. So if you sign up on a lower speed and find it’s not enough, you can upgrade anytime without penalties.
Moving house checklist: internet edition
Print this out or screenshot it before your move.
4+ weeks out:
Confirm your moving date
Check NBN availability at new address
Decide: stay with current provider or switch?
Contact provider and book connection date
1–2 weeks out:
Confirm your connection appointment
Check if a technician visit is required (and arrange to be home)
Make sure your modem is packed and accessible on moving day
Set up a mobile hotspot plan for the gap period if needed
Moving day:
Be home for any technician appointment
Plug modem into correct wall socket at new place
Allow 15 minutes for the service to sync before troubleshooting
After moving in:
Test speeds at different points in the house
Reposition modem if Wi-Fi is weak in certain rooms
Update your address with MATE (account settings or via support)
Frequently Asked Questions
How long does it take to set up internet at a new address?
It depends on whether a technician visit is needed. If the previous tenants had an active NBN connection and the technology type is the same, it can sometimes be done remotely in a day or two. If a technician is required, allow 5–10 business days at minimum, and more if you’re moving during a busy period.
Do I need to cancel my internet before moving?
No — don’t cancel first. Contact your provider (or your new provider) and tell them you’re moving. They’ll handle the transfer or disconnection as part of the process. Cancelling first can cause complications and potentially delay your reconnection.
Will I be charged for disconnecting and reconnecting my internet when I move?
It depends on your provider. Some charge reconnection fees, some don’t. MATE doesn’t charge a cancellation fee on NBN plans (no lock-in), and the $165 setup fee covers the modem and connection for new services. If you’re transferring from a previous address with MATE, speak to our team about what applies.
Can I take my modem with me when I move house?
Yes — your modem travels with you. As long as it’s compatible with the connection type at your new address, you can use it. If your new address has a different NBN technology type (e.g., you’re moving from an HFC area to an FTTP area), you may need a new modem. MATE’s team can advise before you move.
What if I’m moving to a new development where NBN isn’t connected yet?
New estates sometimes have NBN infrastructure built but not yet active, or it may still be under construction. In this case, 5G home internet or a mobile broadband solution can cover you in the interim. Contact MATE and we’ll tell you exactly what’s available at the address.
Can I keep my NBN plan if I’m switching to a different connection type?
Your plan speed stays the same, but the physical connection type at your new address may affect the speeds you can actually achieve. For example, if you had FTTP and you’re moving to FTTN, your maximum attainable speed may be lower. MATE will let you know if this is the case and help you find the right plan for your new connection.
How do I connect multiple devices at a new house?
Once your modem is set up and the service is active, it works the same as any home Wi-Fi. Connect devices via the Wi-Fi name and password on the back of your modem, or use an ethernet cable for a wired connection — which is better for desktop PCs and smart TVs.
What’s the best NBN speed for a family home?
For a household of 3–5 people with multiple devices streaming, gaming, and video calling simultaneously, NBN 100 is a solid starting point. If someone works from home regularly or you’re doing large uploads, NBN 250 or higher makes a noticeable difference. MATE’s no lock-in plans mean you can try a speed tier and upgrade if it’s not enough.
What if my Wi-Fi is slow after moving in?
First, check where your modem is positioned — central, elevated, and away from walls and electronics makes a big difference. Then check if it’s a speed issue (run a speed test via ethernet cable) or a Wi-Fi coverage issue. If coverage is the problem in a larger home, a mesh Wi-Fi system or Wi-Fi extender can help. If speeds are genuinely low, contact MATE and we’ll run a line check.
Does MATE have lock-in contracts for NBN?
No. All MATE NBN plans are month-to-month. You can cancel, upgrade, or downgrade anytime without exit fees. That makes moving house a lot simpler — you’re not locked into a plan that doesn’t suit your new place.
