If your internet needs change — whether you need faster speeds, want to downgrade, or just want to explore your options — you can easily request a plan change through your customer portal.
How To Submit a Plan Change Request
- Log in to your Ezi Broadband customer portal at my.ezibroadband.com.au.
- Click "Create a new case" from the dashboard or select "Support" from the header menu.
- Confirm your email address is correct or enter your preferred contact email.
- Select the service you'd like to change.
- Choose "Change Plan Request" as the reason.
- In the description field, let us know which plan you'd like to move to, or ask us for a recommendation based on your needs.
- Click Submit.
Once submitted, a member of our team will contact you to confirm the change and process it on your behalf.
What Happens After You Submit
- Our team will review your request and get in touch to confirm the details.
- Your plan change will be processed by our team — you'll receive confirmation once it's been actioned.
- Plan changes typically take around 24 hours from submission.
How Billing Works When You Change Plans
Ezi Broadband bills monthly in advance. When you change your plan mid-cycle, the system automatically adjusts your charges to reflect the exact dates of use.
Your next bill will typically include:
- A credit for the unused days on your previous plan
- A charge for the new plan covering the days it was active during the current month
- Your next month's access fee (billed in advance as usual)
For example, if your plan changes from Basic to Starter on 15 October:
- 1–14 October (Basic plan): You'll receive a credit for the unused days on your previous plan.
- 15–31 October (Starter plan): You'll be charged a pro-rata amount for the days your new plan was active.
- 1–30 November (Starter plan): Your normal monthly fee is billed in advance as usual.
This ensures your billing stays fair and accurate, even when your plan changes mid-month. You'll see the pro-rata adjustment clearly labelled on your invoice, often under "Credit Adjustment" or "Partial Month Charge."
For more detail on how pro-rata adjustments work, see "What Is a Pro-Rata Charge?"
Things To Consider Before Changing
- Upgrading to a faster plan: Higher speed tiers (above 100 Mbps) require an FTTP or eligible HFC connection. If your home is on FTTN or FTTC, you may be eligible for a free fibre upgrade first — see "nbn® Fibre Upgrade Program."
- Downgrading your plan: If you're finding you don't need the speed you're paying for, you can move to a lower tier at any time.
- Modem compatibility: If you're moving to a significantly faster plan, make sure your modem can handle the new speeds. See "Which Modem Can I Use?" for compatibility details.
- No lock-in contract: All Ezi Broadband plans are month-to-month, so you can upgrade, downgrade, or switch at any time.
Need Help Choosing?
Not sure which plan is right for you? Check out "How Do I Choose The Right Ezi Broadband Plan?" or visit our plans page at ezibroadband.com.au/nbn-plans to compare options.
- Visit our website and speak to Eve, our AI assistant, in the bottom right corner of the screen.
- If you'd rather chat with a human, just let Eve know and you'll be transferred to a real person within the same chat window.
- Head over to the homepage of our help centre and submit a ticket.
- Email us at support@ezibroadband.com.au
- Call us on 132 EZI (132 394).