Moving house: our top tips to ensure a smooth move

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Moving house is never a simple process – the packing, the moving, the cleaning, mail changes, the transferring of utilities and, of course, the all-important internet, adding up to a very stressful situation.

I have moved house 3 times in the last few years and, I’m not ashamed to admit, one of the first things I get straightened out is my internet.

It’s not because I’m a hopeless addict who can’t bear the thought of not being online (although this statement is true), it’s because I work in the industry and I know that an internet connection is a complex thing and there are factors that can cause delays. But never fear, I’ve put together a list of things you can do to make sure you have a smooth and stress free move.

Getting started

Relocating your internet connection is easy enough, all you need to do is call us on 13 22 58 and confirm a few details. We’ll get the ball rolling and monitor the process until it is completed – providing updates via text or calling if requested.

The details you provide are very important – the wrong information can leave you without a connection and suffering withdrawals for days or even weeks. If you can, have the following details ready before you give us a call:

  • New address you are moving to.
  • Your customer details (username, password etc…) as you will need to pass an ID check to proceed with the relocation.
  • Last connected phone number at the new address.

Find out the situation at the new address

From my experience (2 years in provisioning) this is the most important aspect of relocating. You don’t want to have all of your services relocated, only to find out that the house never had a phone line installed (this does happen). Check with the real estate agent, previous owners or occupants – even find out the previous phone number if you can. This can be also be obtained by plugging in a phone and dialling 127 22 123 (even if the phone is disconnected).

Call us ahead of time

It’s a sad reality that these things take time. For each task that needs to be done, the order needs to be sent to the wholesaler, assigned to a technician and completed. If it is a newly built house with no phone cable or fibre optic installed yet, it can take weeks for them to be installed by the contractors. As a rule of thumb you should try to call us at least 2 weeks before you move, however, it would be best to get in touch as soon as you know when you will be moving.

Forgetful Freddies

Sometimes the previous occupants at a new address can be in a hurry to move out or just plain forget to disconnect their services. This presents a very difficult situation as legally we can’t just disconnect their phone number. Documentation needs to be provided (proof of occupancy for yourself) and the Connect Outstanding process needs to be followed.

Consider your service type

ADSL relies on having a telephone number, so you will often need to get that sorted first. Naked DSL does not, but it still uses the same infrastructure, so if you are moving to a newly built house you should make sure the phone cabling and internal wiring are all completed. Fibre optic and the National Broadband Network (NBN) rely on their own technology so you should always check with your builder to make sure that is all completed as well.

Consider your plan/bundle

If you have bundled your internet connection with other services (like iiNet TV or a mobile phone) we can arrange to move all of the services. However if you are on a standard on-net or off-net plan, but you have your phone with another provider you will need to contact them to move the phone service and us to move the internet (it is also an option to bring everything across to us).

Don’t get too attached to your phone number

Unfortunately you can’t always keep the same phone number you had at the old address (if you had a phone number). Phone numbers are linked to the exchange that they are connected to and if you move off that, the number will have to stay.

Most of the time, relocations go smoothly – thanks to our wonderful relocations team, who are tasked with overseeing relocations through to completion. There are just a few situations that can cause inconvenience, which if you are properly prepared for, can be made manageable. We have some great, detailed articles on ADSL relocations and for Naked DSL and as always, our friendly support representatives are happy to answer any questions you may have.

Photo credit: Monique Popp

One comment

  1. Caleb says:

    Once the move is inevitable, it is all about planning for the move. There is so much that goes into moving that failing to plan can lead to some bumps in the road and increase the stress of moving.