before you move
Open the sprfst app and go to Account → Move service at least 5 business days before your move date. We need lead time to check NBN availability at your new address and book the transfer with nbn co.
what we’ll check
When you enter your new address, we’ll confirm:
- Whether NBN is available at the new address
- Which NBN technology type serves it (FTTP, FTTC, FTTN, HFC, Fixed Wireless)
- Whether your current plan is available at the new address (some plans require FTTP — see NBN technology types)
If your current plan isn’t available at the new address, we’ll let you know and you can choose an alternative before the move.
on move day
Your service at the old address will close. The new connection typically activates within a few hours on your nominated move date, but can take until the end of the business day.
If a technician visit is needed at the new address (common for FTTP new developments), we’ll coordinate that with nbn co and confirm a time window with you.
billing during the move
You’re only ever charged for one active service. If there’s an overlap (old service stays on past your move date), you won’t be charged twice — we prorate it automatically.
if NBN isn’t available at the new address
Unfortunately we can only provide NBN services. If NBN isn’t available at your new address, you’ll need to cancel your current service and arrange a different provider at the new location. Cancel via Account → Cancel service or in-app chat. See cancel your service for details on pro-rata billing.
fixed wireless note
If your new address is served by Fixed Wireless, nbn co may need to install a roof antenna. This requires a scheduled technician visit and can take longer to arrange — allow at least 10 business days lead time.