Online Help & Support

Let’s get you moving.

We can help you move your existing AlphaCall services and even set up new ones. That includes home broadband (ADSL2+, nbn™) and home phone.

Frequently asked questions
How much notice do I need to give AlphaCall before moving?

Once you know the date(s) you’ll be moving out of your current address and into the new one, you can make an enquiry about moving your services.

The more notice you give, the more likely we can complete your move on your preferred day – especially if a technician visit is required.

How long does a relocation take?

Well, that depends on the services you have with us, and the infrastructure at your new address. Relocation work that requires a technician visit cannot commence until you have access to your new property.

Relocation type Estimated timeframes*
Home Phone where an active phone line is already present at new address Up to 2 working days of disconnection from current address
Home Phone where a new landline must be installed at new address (urban areas) Up to 5 working days of disconnection from current address
Home Phone where a new landline must be installed at new address (major rural areas) Up to 10 working days of disconnection from current address
Home Phone where a new landline must be installed at new address (minor rural & remote areas) Up to 15 working days of disconnection from current address
ADSL/ADSL2+ Up to 10 working days
nbn™ (any technology) Up to 2 working days after connection appointment (appointments subject to technician availability)**

* Actual timeframes may differ based on external factors, technician availability and workload.

Does it cost any money to relocate?

Relocation fees vary depending on the type of service you're connecting at your new address.

Relocation Fee type Amount What it's for
ADSL/ADSL2+ Broadband setup $59.95 Relocating to ADSL/ADSL2+
Standard Phone setup $59.00 Relocating/Connecting a Home Phone where work is completed at the local telephone exchange
Phone setup including line reactivation $99.00 Relocating/Connecting a Home Phone where a technician must visit  your property and re-activate a phone line
New phone line installation $299.00 Relocating/Connecting a Home Phone where a technician must visit your property to install a new phone line
nbn™ setup $79.95* Relocating to any nbn™ service.

* An additional New Devlopment fee of up to $300 may be charged by NBN Co if you're moving to a newly developed address.

Will relocating my service break my current contract?

No. As long as you agree to the applicable relocation fees, you may relocate your service during the term of an existing contract. The term of your contract will remain unchanged.

Do I need to be home for the installation?

Not necessarily. This depends on the type of service being connected and the technology in place at your new address.

  • If a technician is required to attend to your new home for the installation, we will be contact you via SMS with the appointment date/time. We’ll also let you know if someone over the age of 18 years needs to be present at the time.
  • If no technician is required for the connection, we’ll send you a SMS to let you know, and no one needs to be at home.

Please Note: Disconnection usually occurs remotely so a technician visit is rarely needed to deactivate services at your previous address.

How do I request a relocation?

Please call us on 1300 746 754 and we'll be happy to help.

close