What Happens If I Move House?

What Happens If I Move House?

If you're moving to a new address, you can take your Ezi Broadband service with you. We'll help transfer your connection to your new home and make sure you're back online as quickly as possible.

1. Let us know you're moving

Contact Ezi Support at least 10 business days before your move.
Please include:
  • Your current service address
  • Your new address
  • The date you'll move in
  • Whether you're taking your current modem or ordering a new one
This gives us time to confirm the nbn® availability and schedule your new connection.

2. We'll run a Service Qualification Check

Once you provide your new address, our team will perform a Service Qualification Check to identify:
  • What type of nbn® technology is available (e.g. FTTP, FTTC, FTTN, HFC, or Fixed Wireless)
  • Whether your new address is already connected to nbn®
  • If a technician visit or new installation is required
This helps us determine how quickly we can get you connected.

3. Your connection options

Depending on your new address:
  • If it's nbn®-ready, we can usually transfer your service within 1–5 business days.
  • If a technician visit or new connection is required, activation may take a little longer.
  • If the address uses a different nbn® technology (for example, moving from FTTN to FTTP), you may need a new modem or setup instructions.
We'll confirm all details by email before the move.

4. Keep your current service active (for now)

Leave your existing Ezi Broadband service connected until your new address is activated. This prevents downtime and ensures you stay online during your move.
Once your new service is active, you can cancel the connection at your old address — we'll guide you through the process.

5. Using your current modem

In most cases, you can take your existing modem with you. However:
  • Make sure it's compatible with the technology type at your new address.
  • If you're switching to a different nbn® technology (for example, FTTC or HFC), we'll confirm if a new modem is required.
See "The importance of having new modem hardware" for details.

6. After you move in

Once you're at your new home:
  1. Plug in your modem according to the setup instructions.
  2. Wait for the lights to stabilise (this can take a few minutes).
  3. Check that you can access the internet on one of your devices.
If your service doesn't activate automatically, contact us for assistance.

Need Help?

Our provisioning team can walk you through the entire move process, from checking your new address to confirming activation.
  1. Visit our website and speak to Eve, our AI assistant, in the bottom right corner of the screen.
  2. 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.
  3. Head over to the homepage of our help centre and submit a ticket.
  5. Call us on 132 EZI (132 394).

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