Moving house with broadband

Our dedicated ‘Move Home’ team are here for a single purpose, and that is
to make sure your broadband move goes smoothly.

So if you’re moving house soon, you’ve come to the right place to get organised. We can take your details to arrange the broadband cutover to your new place at just the right time.

If you want to join us from another provider, we can help with that too.

Already with One NZ
New to One NZ

Book in your broadband and phone move.

Give us some details and we'll get back to you within 48 hours

or you can call us on 0800 836 683 between 8am to 8pm, from Monday to Friday
or between 8 am to 6pm on Saturday to Sunday.

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Your One NZ username and account number can be found on your One NZ broadband bill.

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Please allow 10 workings days for a transfer

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View our broadband plans

If you’re looking to switch your services to One NZ you can view our broadband plans available at your new address and sign up online

Check your address

Call us

Or just call us on the number below and we’ll help you switch

Call 0800 000 021

FAQ

How much notice do I need to give you before I move?

To help everything go smoothly and have your internet service working when you need it, please let us know two weeks before you move.
If you can give us more than two weeks’ notice, that's even better!

We want to make it simple and easy for you.
If you plan to move house soon, add your Broadband account to your checklist now.

How long will it take to connect the service at my new home?

It can take up to two weeks to ensure that everything goes smoothly and your services are working when you need them to. We do need as much notice as possible.
Please let us know at least two weeks before you move house.

If for some reason things get delayed, then don’t worry - we’ve got you covered.
With our Always Connected promise we can add enough mobile data to an eligible One NZ mobile, so everyone in your house stays connected while we get things sorted.

Do I take my One NZ modem with me?

Yes, you should take your modem as well as your modem power cable with you.

If you have Fibre broadband at your old house then you will have an ONT (Optical Network Terminal). This is the box where the fibre comes into the house from outside - it's NOT the modem.

Please leave the the ONT box and its power cable behind when you move. The Local Fibre Company will still need these to connect the next people that move in.

Do I need to be there when you connect the service at my new home?

There are times when you will need to be on-site in order for us to complete your broadband connection:

Where a full installation is required, it is important that whoever is on site is 18 years or older.
When you are connecting to Fibre broadband and it is the first time that Fibre has been connected at that property.
When you are moving to a property with HFC broadband (Hybrid Fibre Coaxial).

We’ll let you know in advance if you need to be on site.

How much will the broadband move cost?

If you’re already with One NZ then it’s usually free to move your broadband service to your new home.

Every now and then additional charges may apply for non-standard connections (e.g. if cable needs to be laid from the road to the house), but we’ll let you know in advance if that’s the case.

Terms and Conditions

SuperWiFi: Wall-to-wall WiFi guaranteed or get $100 broadband credit within 90 days of purchasing SuperWiFi add-on. Guarantee and $100 credit only available to residential customers. A 12-month term applies to SuperWiFi. You will be charged the remainder of your SuperWiFi balance if (within the 12 months following signing up to SuperWiFi) you cancel your broadband plan, transfer or re-sign to an ineligible broadband plan, or require a change of ownership of your billing account. TP-link Deco App required. Coverage can be impacted by factors such as network conditions and environmental factors. Offer may be amended or withdrawn by One NZ at any time. Terms apply. For details on guarantee and terms, see: SuperWiFi

BYO Modem: To see what modem compatibility is required, see BYO Modem support Broadband speeds and connection quality may be affected. Terms apply, see Terms for BYO Modem.

Always Connected: Available to customers who have home broadband and one of the latest consumer mobile plans with One NZ where outage is caused by One NZ network or hardware and can’t be fixed straight away. See our Always Connected Offer Terms.