Moving House

We can help you transfer your Optus Home Internet service including nbn, 4G and 5G to your new address (subject to availability) with our relocation service. You can book your relocation here.

Be prepared by having the following information on hand:

• Your new address details (including postcode and unit number)
• Your My Account login details 

Once it’s booked, we'll send you a confirmation email.
Note: When you request a relocation, the old service will be ceased on the date that you advise/agree upon.

Yes, please take your current Optus modem with you to your new address.
However, you must leave all nbn^tm equipment behind. The equipment will not work at your new address as it's registered to the specific address. This includes any box with the nbn logo on it, as well as the power and telephone cord. See example below:

There are no relocation fees from Optus. However, there may be fees associated with a new service development at your new address, for nbn, if it doesn’t already exist.

If your new address is not serviceable for any type of Optus Home Internet, we'll cancel your service with no cancellation fees. You may need to return your modem or device if it is still under a device payment plan. If a different service is available at your new address, we can discuss those options with you.

Once you've booked your relocation, we'll keep you updated via SMS or email. Several checks and validations need to occur to ensure that we can relocate your service successfully and this can take some time to complete. Depending on the type of service you have, we may also rely on our service partners, such as nbn™, to complete your connection prior to relocation. We aim to process your relocation request within 2 business days.

Unless you request otherwise, we'll make every effort to maintain your existing home phone number/usernames and plans at your new address. Keep in mind this is not always technically possible. If a change is necessary, we'll let you know when we organise your relocation. We'll notify you if you require a:

New home phone number
This means a new number has to be allocated.

Temporary home phone number
This means you're able to relocate and keep your same number, however, you will be given a temporary home phone number for a couple of days and then your original number will be reinstated approx. 2 business days after installation.

Depending on the service at your new address, a professional installation may be required. Optus may also rely on our service partners, such as nbn™, to complete your connection prior to relocation.

Once you know the details of your move, like the dates and the new address, we ask that you let us know as soon as possible. When you book your relocation, we will be able to give you more information about the new connection and keep you updated via SMS and email.

Yes, you can! You will need to switch your existing Fetch service to a standalone plan. You can use the chat function on My Optus App or speak with one of our friendly staff members in store. Alternatively, contact us on 1300 101 693.