MOVING HOME JUST GOT EASIER

If your new place has an nbn connection box and no tech visit is needed, your service can usually be activated within an hour of placing your order. But if there’s no connection box yet, it’s best to start the move a few days early through the Exetel app so we can get the box to you in time. And if a technician is needed to install the box, be sure to book the appointment for the day you move in to keep everything running smoothly. 

If you don’t need a tech visit and you already have a connection box installed, your service usually kicks in within an hour of placing your order. Keep an eye on the expected activation time in the Exetel app to stay in the loop. 

Need a technician? No worries. You can pick the install day to match your move-in, and if plans change, you can reschedule the appointment easily in the app. 

If a nbn tech visit is needed for moving your service, you can book it through the Exetel app. You can check the date and reschedule anytime through the app. 

If your new place is already nbn-connected, we can usually activate your service remotely — no tech visit needed. But if a technician is required, someone over 18 will need to be home to let them in. 

Nope. The nbn box stays at your old place because it’s tied to that address. If your new home needs one, it will either be posted to you as a self-install kit or a tech will be sent out to set it up. 

No worries. Just message us on the Exetel app or website chat and we’ll sort it out for you. 

No dramas, you can send it back to nbn for free. Just grab a return label from Australia Post online, print it out, and follow the instructions to post it back. 

Print a return label to return the connection box for free 

If you’re renting, check in with your landlord or agent before ordering your nbn setup. Better safe than sorry! 

You can still move your nbn service using the Exetel app. Just a heads-up, if it’s a brand-new place that’s never had fixed internet before, a one-off $300 New Developments Charge might apply. 

If your new place is eligible for a fibre upgrade, we’ll move you onto fibre as part of your relocation with free* standard installation. nbn will design the setup based on your home, but sometimes extra costs can pop up for infrastructure or unexpected work.

You’ll be asked to approve any extra charges before they go ahead. For more details, visit the nbn fibre upgrade page on our website.  

*Free standard installation only. Terms and conditions apply.  

If your address doesn’t pop up in the check tool, or you want to add a connection for a spot like a granny flat, just hit us up on live chat in the Exetel app or on our website. 

If your new home does not support the Exetel One Plan (for instance, if it’s connected by FTTN or FTTC and is not fibre-ready, or if it's a Fixed Wireless connection, or a non-nbn address), we recommend transferring your service to our partners at Superloop. After you place your order with Superloop, please remember to cancel your One Plan service. You can do this by visiting the Services section in the Exetel app or by chatting with us to process your request. 

You can make changes anytime in the Exetel app. If you don’t need a tech visit, it’s best to wait until you arrive before placing your order since activation usually takes under an hour. Need a tech? You can reschedule the appointment in the app. Want to cancel? Just chat with Mo, our AI assistant, in the app or on the website. 

Yes, your WiFi modem-extender is yours. Make sure you take it with you. 

You’ll need to update your address for your Exetel mobile service. It’s not automatically updated when we relocate your internet service.  

Here’s how to update it: 

1. Open the Exetel app. 

2. Tap on the Services section. 

3. Choose your mobile service. 

4. Go to Service details. 

5. Tap Update your address and pop in your new info. 

That’s it! Your address has now been updated.  

Check with your equipment provider to see if your alarms will work over nbn. Some systems might not function until you’re fully connected at your new place. We recommend keeping a charged mobile phone handy just in case. Once your installation’s done, test your alarms and if something’s off, reach out to us straight away via the Exetel app or website. 

Most moves with Exetel won’t cost you a thing. But if you’re shifting to a brand-new build that’s never had fixed internet before, there might be a one-off $300 New Developments Charge. That’s an nbn rule, not us.  

On your move date, we will connect the One Plan at your new address and automatically disconnect your old one later that night, usually around 10PM. There’s no double billing or overlapping charges for the move. Your One Plan simply moves with you. Any Warp charges, Hibernate credits and referral credits on your service will remain unaffected.  

When you move your service, any active Warp Speed or Hibernate sessions will automatically turn off once your old address is disconnected. You’ll need to switch them back on at your new place through the Exetel app.  

Here’s how that works:  

Warp Speed: 

• If Warp Speed is active on your service during the day of your move, you’ll be charged the usual $1/day for the day of your move.  

• For example, if you had Warp Speed service set up for 5 days, and your relocation occurs on day 2, you’ll only be charged $2 total for Warp Speed.  

• Warp will turn off once your old service disconnects, and you can re-activate Warp at your new service anytime during the day.  

• Please note that reactivating Warp on the same day at your new place will charge you an additional $1 for that day.  

Hibernate:  

• Hibernate operates on a complete 24-hour cycle (from 00:00 to 23:59). If you activate Hibernate on the day you move, you will receive a $1 credit for that day, even if the full cycle has not been completed. Your old address will continue to be under Hibernate until we cancel the service for that address. 

• Once your service transfers, Hibernate will be deactivated. If you want to Hibernate your new service, you’ll need to reactivate it from the app, and it will start from 00:00 the next day.   

No, your billing anniversary date remains the same.  

No, once your new service is up and running, the old one will automatically switch off the same day. This keeps your billing simple and avoids you paying for two connections at once.