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Save money and time when you move your ‘net with iiNet

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When it comes time to move, did you know that you can take your internet with you? That’s right! While we may not be able to help you pack boxes and move the TV, we can make sure you get settled in at your new place with the best broadband plan to suit your needs.

Moving is made easier with iiNet. Whenever and wherever you move in Australia, our movers team are here to help you find the perfect plan for locations near and far! You can keep your phone and email address and remove the fees. Our movers team will sort everything for you.

We’ve sat down with Zoe from the iiNet Movers and Shakers to get some tips and tricks that will help you move your internet with ease. The iiNet movers team motto is “I like to move it, move it!” – so are you ready to move?!

 

How do I arrange to relocate my internet?

There are three options:

1. The easiest and quickest way is to give our iiNet movers team a call on 1300 541 714;

2. Alternatively, you can submit an online query on our website and we’ll call or email you back; or

3. Log into your Toolbox account and arrange your relocation by going to ‘My Products’ > ‘Broadband’ > ‘Move house’.

 

When is the best time to contact the iiNet movers team? How much notice should I provide before moving?

We recommend contacting our iiNet movers team at least 2-3 weeks before your moving date so we can ensure everything is ready to go for you.

 

How can I save by moving with iiNet?

Not only will you save time by moving with iiNet, you will also save money. When you relocate with us, we’ll waive contract break fees on your existing iiNet broadband service.

 

Do I need to start a new plan if I move?

As long as the same type of broadband is available at your new address, you may keep your current plan. However, if you’ll be switching to a different broadband technology, you may need to change plans. The easiest way to see what’s available is to check your new address on our website.

 

Can I keep my current phone number and email address and take them to my new address?

When you move with iiNet we will ensure that you can keep your current email address and continue email as usual so you don’t have the hassle of having to update and move all your contacts across to a new email.

When you contact the movers team to lodge your relocation they’ll be able to check if you can keep your current phone number. Where possible, we’ll move your phone number to your new address.

 

Zoe’s top tips for making the change as easy as possible

1. Make sure previous tenants have cancelled their services at the new address. This will help speed up the process so that we can get your connection up and running as quickly as possible.

2. When viewing your new house, take note of how many phone/broadband sockets there are on the walls and which room(s) they’re located in. That way, when it’s time to move in, you know exactly where your modem can go or if you’ll need to purchase any network extension equipment or have a new socket installed before the service activates. This will make it easy to just plug and play once your new service is active!

 

That’s a wrap on our tips and tricks with special thanks to Zoe from the iiNet movers team! If you have any further questions comment below so we can help you get on the move.

42 comments

  1. JM says:

    Yes maybe but not always. My move turned into a nightmare…

    • Leo Yarnold says:

      Hey JM,

      We’re always keen to take a look and do what we can to sort these issues out. Would you mind e-mailing us, with your details and mentioning your blog post here, to iionline@iinet.net.au? We can then jump in and do what we can to help out.

      – Leo

  2. Gary says:

    This is a complete and utter load of rubbish. DO NOT BELIEVE THIS FOR ONE MINUTE. I contacted IINET on 4th FEB and placed a relocation request. No updates or response by 19th FEB so thought I’d better call to check. IINET had done NOTHING with my request. I’m told I’ll get a call back the next day. NO CALL BACK. Just a text message on 20th FEB to say I have an appointment on 5TH MARCH. Recommend 2-3 weeks?! seriously. Try 2 to 3 months. Try and login into toolbox to check on your request and to this day I still get Forbidden (403) You do not have permission to access this page when I click the the provision request. You’d think after being a customer since April 2004 you’d receive priority service. Nope. Absolutely useless.

    • Leo Yarnold says:

      Hi Gary,

      We’re keen to have a look at this! There are usually very good reasons for relocations to be delayed or have issues like what you’ve documented and we can help sort this one out. We do want you online and connected as quickly as possible. Please get in touch with us via iionline@iinet.net.au, making sure to include your details and mentioning your blog post here, so we can identify you. We’ll then step in and organise help.

      – Leo

  3. Claude Mostowik says:

    Not in my experience. I have been Iinet for many years and moved and the monthly rate went up without any notice or discussion when I moved. Since moving 6 months ago have been without internet except for about 8 weeks and was told not likely to have it back on until April at the earliest. I am really questioning my decision to renew my contract and getting very little in return for it. Inet used to be a great company to be with. I have grave doubts now.

    • Leo Yarnold says:

      Hi Claude,

      We pride ourselves on what we do so for us to hear about your experience is something that we know we can help with. At the very least, we can explain what is going on here! Would you mind e-mailing us directly to iionline@iinet.net.au with your details and mentioning your blog post here? We’d like to have a look at this and see what exactly is happening.

      – Leo

  4. Neil Sweetman says:

    Sounds like a great idea . We have just moved from a broadband home to an NBN home and were too busy moving to reconnect the services even though we had pre arranged a new service plan . We went without a land line and internet for 4 weeks and only had a mobile for communication . You can imagine that it didn’t take long to use up my calls on the mobile . We were fortunate to jag a very helpful and knowledgeable support lady who walked us through re connection .We are now completely up and running[ except for Fetch which I can’t find in the boxes I have opened so far ] If we had had the “MoveIt ” facility at the time I’m sure it would have made it even easier however were happy with the assistance provided by IInet. Thank Yo

  5. James says:

    I have recently moved to a new address and I requested a connection at the new apartment on the 7th of jan for a move in date of the 19th of jan. It is now Feb 23 and I still dont have internet, I even sent through my rental agreement to speed up the process to make sure the old tenants connection could be replaced. I rang up the technical team to ask what modem I could use for NBN and they said the modem I had should work, which when the NBN tech came to do my connection he assured me it wouldn’t and would need a new modem. I then went and bought a modem that was compatible with all australia NBN but it turns out not with iinet after spending 3 hrs on the phone trying to connect it with an iinet tech. I then rang d-link and they told me iinet has something that blocks other modems than their own so I rang them back and they said they would send me an iinet modem. A week later it hadn’t arrived so I rang them and they never sent it, that was on Feb 14 it’s now Feb 23 and still no modem. I have rang iinet the last 3 days and each time I am told I will get a call back with a tracking number, i was never called back on any occasion. To top all that off i saw that iinet charged me for my old address this month after telling them I wanted it cancelled from jan 21. Today I got an email saying I my new connection is now being billed from today and to make sure my modem is connected. Maybe if you send me the modem I can connect it. I think it’s time to lodge a complaint with the TIO and to change providers.

    • Leo Yarnold says:

      Hey James,

      We can absolutely help with this for you. Would you mind getting in touch with us directly? Please e-mail us, with your details and mentioning your reply here, to iionline@iinet.net.au. We can jump in to help locate the modem as we want you online.

      – Leo

  6. Jeff says:

    Totally disappointed and distrusting of iinet now.I’ve lost count of the phone and email contacts made to relocate my internet service to the house NEXT DOOR. Over 3 weeks and still nothing happening. Promised responses or updates on the situation don’t eventuate. After many years of good connection and good service my faith in this company has now gone.I could not recommend iinet.

    • Leo Yarnold says:

      Hey Jeff,

      We strongly believe in the service we offer and that applies to all that we do, so we know we can help! We’d love to offer assistance with this – can you please reach out to us via iionline@iinet.net.au with your details and being sure to mention your reply here. We can step in and help resolve this for you.

      – Leo

  7. Saloman Marais says:

    I am about to move in a months time, and what i hear make me scared. I cant be without internet.

    • Leo Yarnold says:

      Hi Saloman,

      There’s no need to be scared, but it is wise to be prepared! When moving house, understanding how long you may be offline for is important. Our team works very hard to make sure the moving experience is as seamless as possible, so know that we’ll do our utmost to keep any downtime to a minimum.

      – Leo

  8. Wayne Martin says:

    How can I save by moving with iiNet?

    Not only will you save time by moving with iiNet, you will also save money. When you relocate with us there will be no standard broadband activation fees or contract break fees when you refresh your contract.

    I moved house in August 2018 and had to pay a re-activation fee from my old house to the new house and I have been with you for more than 2 years. The lady said if I locked into a minimum 2 year contract I wouldn’t be charged so that is incorrect. We have also had a fault last weekend for 3 days and were not texted to advise details and will we be compensated for being down for this period?

    • Leo Yarnold says:

      Hey Wayne,

      We can help sort out the issues you’ve mentioned here! Please get in touch via iionline@iinet.net.au with your details and mentioning your post here. We will then step in, organise assistance for the billing issues you’ve mentioned as well as arranging downtime credits.

      – Leo

  9. Leanne says:

    Hi. I have moved address 2 times recently and the service and messages etc. Were excellent. The nbn installer even came earlier and phoned me to fit in with me. Everything was transferred and operational straight away. I recommend iinet for services and price.

    • Leo Yarnold says:

      Thanks so much Leanne! We’re delighted to hear this and look forward to continuing to provide you with a connection for years to come.

      – Leo

  10. We have sold our house and are moving out on 29/3/19.
    We will need our email transferred to our new address on 29/3/19.

    • Leo Yarnold says:

      Hi Noelene & Robert,

      We’ve had to edit your post here to protect your privacy, but our team can help. Would you mind getting in touch with us via iionline@iinet.net.au with your details and mentioning your reply here? We can then pass this on to our relocations team so they can lend a hand.

      – Leo

  11. Thankyou Leo for your helpful reply.

  12. David says:

    The transfer went well and the service representative was very helpful. The only problem was that when the first account came after the move I was charged the $300 break contract fee even though I had upgraded to NBN.. Three days after the complaint was lodged I was granted a credit for the iiNet error, not good enough the amount should have been refunded in full back the account from which it was taken

  13. Helen Smith says:

    I also had lots of problems, took three phones to sort out as they didn’t cancel my old one and tried to charge me for 2x internet connections.
    I also got charged for set up Activation when there was already a box in the property

    • Leo Yarnold says:

      Hi Helen,

      We’re keen to sort out out any issues you may have had!

      When relocating, there will be a period of overlap between the old service and the new one, where there will be two connections listed on your account, however, we do ensure that customers are credited back to the last date their previous connection worked.

      Regarding activation charges, this is a bit hard to define as we don’t know if this is a New Development Charge, or if its a standard connection charge. If its the latter, this is because we do have to pay NBN to activate the service.

      – Leo

  14. Hi
    I am Monika also moving house in few months around in June.
    Do you think that I have to contact Iinet now or wait a bit. Pls let me know ASAP.
    Thank you

    • Leo Yarnold says:

      Hi Monika,

      You have plenty of time left to organise your move, so we’d suggest making contact with us in May. This gives enough lead time to ensure a smooth relocation for you!

      – Leo

  15. Terry Stapleton says:

    I have an iiNet customer fo just shy of 11 years and have moved house several times. I have no complaints about the service provided in moving my broadband and net phone services.

  16. Jeremy Harris says:

    We have been with IInet for about 2 years. We have a landline that doesn’t work since getting a new computer.Have rung and emailed repeatedly but has been useless.Spend ages on phone and does nothing.Paying for a service we cant access. Not happy.

    • Leo Yarnold says:

      Hey Jeremy,

      We can help with this! Would you mind making contact with us directly, with your details and mentioning your post here, to iionline@iinet.net.au? We can then locate your account and arrange assistance for you.

      – Leo

  17. NOEL CARTER says:

    May I add to Zoe’s No 2 comment? If moving to FTTN NBN, and there are phone extensions, select carefully where you plug in the modem.

    It’s said that the FTTN modem should be át the end of the telephone line, with nothing unused, otherwise expect interference with the signal bouncing about.

    The extension phone line should be disconnected and a separate socket installed at the first socket in the premises.Then a lead to the VOIP socket on the modem provides your phone extension.

    The above was my experience with FTTN. The signal was erratic until I could have the wiring changed, several days after activation.

  18. Johanne Muncey says:

    Hi,

    I moved in Oct 2018. I had finished my original 24mth contract period , but remained an iinet customer. Upon moving house, I was put on a new contract – although my service remained the same and I received no new equipment- so now I am locked in for a further 24 months- and was told I needed to pay $300 + to leave.
    I have been comparing NBN and which provider and plan suit me best- your’s is less suited to my needs and $10 more- but to leave I will be charged $300. This seems anti-competitive behaviour.

    • Leo Yarnold says:

      Hi Johanne,

      We’d love to take a look at this for you, not only to address the concerns you’ve raised here, but also to see how we can offer you the best solution possible to meet your needs. We don’t want you paying too much for a service and we’ll always try to have you on the best plan for you.

      If you can, please get in touch via iionline@iinet.net.au with your details and be sure to mention your post here. We’ll gladly step in to help!

      – Leo

  19. Not Happy says:

    As with most of the other comments, mine is a complaint. 19 years with iinet over 8 different addresses without issue and then suddenly the worst support I’ve ever experienced! 25 days and no internet at a new address. Each step of the process has required me to call for an update only to find none.

    “Rest assured,” I was told each time, “I will get this sorted for you, no problem.” However, no progress was ever made.

    To date nothing has been done except receipt of a new modem. And for the first time in 19 years I need to have a 24 month contract at $20 more than I was paying before. I only use about 1gb per month but must take a 150gb plan or more – and pay for it.

    Thanks, but there is no need for a follow up on this Leo, someone has until tomorrow afternoon to update me otherwise I will call again as usual.

    • Leo Yarnold says:

      Hi Not Happy,

      Thanks for leaving your thoughts!

      Even though you’ve stated that there’s no need for a follow up, we’d like to offer it anyway. Anything that we can do to assist, we will. Also, we can take a look at the services to see if there’s any better options for you as well.

      You’re more than welcome to e-mails us via iionline@iinet.net.au with your details and mention your post here. We’ll gladly step in to assist.

      – Leo

  20. Garry Leicester says:

    Well IINET you talk the talk but it would seem like you don’t walk the walk. I have been with iinet for many years and on the two occasions I asked for a better deal I was offered virtually nothing

    • Leo Yarnold says:

      Hi Garry,

      We’re always keen to see what we can offer you within the range of our product offerings, especially if your needs have changed! Please feel free to get in touch with us via iiOnline@iinet.net.au with your details and mention your blog post – we’ll jump in to help.

      – Leo

  21. Unhappy customer says:

    I’ve just called iiNet as I’m moving out. Surprisingly, they told me that I had to pay a technician fee (approximately $80) to disconnect my modem and reconnect it to another propriety). When I asked them when the technician would come, they told me that no technician would be coming. So why should I pay a fee if I have to connect the modem myself? This is ridiculous.

    • Leo Yarnold says:

      Hi!

      The relocation fee you’re referring to covers works made by the wholesaler to disconnect you from your previous address and then connect you back to their network at your new address. This includes service qualification checks as well as attending the exchange to locate your assigned cabling and ensure that it connected to the network.

      – Leo

  22. Martijn Boersma says:

    Hello,

    I indicated with iiNet on 18/2 that I am moving on 9/3. I got an email yesterday saying the connection won’t be ready until 23/4!

    I’m currently on Naked ADSL with iinet but they don’t offer that on the new address they said, so I got persuaded to upgrade to NBN. Still told that being connected from the day I move in wasn’t going to be an issue. Now I’m told it is going to take 2 months to get internet sorted..Apparently relocating with iiNet means going without internet for 6 weeka at your new address!

    I had to pay a monthly fee ahead of the NBN connection too, alongside my current naked ADSL fee! I’m out of pocket for NBN connection with iiNet but i don’t get to use it until 23/4. Unacceptable.

    Thia should be treated like a relocation not as a new connection. I rang iiNet first thing this morning. Was told the NBN team wasn’t available until 10am. They would call me back but haven’t heard a thing yet. Have been a happy customer, but this is nonsense.

    • Leo Yarnold says:

      Hey Martin!

      We can help with this – it sounds like NBN has pushed back the availability for connection at your address. We’d like to examine this to verify what you’ve been informed and have our team update you, if this hasn’t happened already. Could you please e-mail us with your details and mention your blog post here, to iiOnline@iinet.net.au? We’ll be able to have our team lend a hand.

      – Leo

  23. Carolyn says:

    I recently moved house, and I must say the transition for my NBN to our new house, was flawless and went without a hitch. I am pretty tech savvy, but just had a tiny hiccup setting up. One phone call was all it took, from the friendly iinet team, and we were up and running. I gave plenty of notice, and was kept informed during the whole process. Excellent work iinet, thank you

  24. Tiffany Alderson says:

    Hi, I’m really disappointed with this. I have just moved apartments and was about to contact you when the email advertising the moving team arrived in my inbox. I called and was told that even though your email states 0 activation fees, I am still required to pay $300 activation fee as the NBN box at my new address had not been activated. Please clarify this as I am very very cross.

    • Tal Waterhouse says:

      Hi Tiffany,

      Sounds like you’re the first person in a newly NBN-prepared apartment where a New Development Fee would be applicable as part of the instillation of the service that would have taken place prior to moving in and potentially as part of construction or preliminary rollout. This fee would be separate to any general activation fee and is passed on from NBN.

      We’ve got more information about the NDF over on another blog post on our site here and on our help site here.

      If you’ve got any additional concerns or questions, please do feel free to comment back with a related task reference number from your order and we’ll be happy to have someone from the team get in touch to help out.

      – Tal

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