Moving House Frequently Asked Questions

What do I have to do to arrange the relocation of my services to my new home?

Call one of our friendly consultants on 1300 85 44 85, Monday to Friday between 9:00am – 6:00pm.

When should I contact iPrimus to arrange the transfer of my services?

We recommend that you contact us a couple of weeks before you move house to ensure that all available services at your new address are reconnected and ready to go before you move.

What type of information do you need to have my services relocated successfully?

You must provide us either the LOT number/plan number/property name or the street address of the new premise in order for us to connect your service.

If you are moving to a home that has been recently occupied, usually there is an existing home phone line that we can connect to. In most of the time no technician is required. However, due to certain circumstances a technician may be required to reconnect your service.

If you move into a newly built or renovated house, please make sure that lead in cable is completed and if they have sockets and dial tone in their new house. If the lead in cable is not completed, you may have to organise the installation with your contractor or a Telstra approved contractor will need to contact you to discuss your installation and it might take up to 4 weeks to complete.

How long does the relocation process take?

Between 2 to 10 working days for your phone line, depending on the infrastructure at you property and the area your in. Please note that if you move in to a newly built home without any phone line installed, it may take up to 15 working days to install the phone line. Your Broadband service will be connected 7-10 working days after your phone line is connected, depends on the networks infrastructure at the new premise.

Will a technician need to come to my house?

If technician is required at the new premise, we will send you an SMS or a recorded message to the number you provide in the Moving House Form, a date and 4 hour time block of when the technician will visit the new premise.

Someone over the age of 18 (you need to provide contact person and contact number for the authorise person on the Moving House form) must be at the premises to allow the Technician access to the property at the commencement of the appointment window and must also be in attendance for the duration of the appointment period. They should be authorised by the legal lessee to direct the Telstra Technician to the existing phone socket (or in new properties where a phone socket is wanted) and should be authorised to sign off on any additional charges that may be required.

Will I be able to keep my current phone number?

Wherever possible we would like you to keep your existing number, however there may be a number of factors that could mean that a new number is required at your new address. You’ll have the option to redirect your current home phone number to your new number at a fee.

Will there be any relocation or re-connection fees?

The fee for relocation or re-connection will be charged depending on the type of relocation taking place:

Relocation / Re-Connection fees
Relocation TypeFee
Home phone Only - When an existing exchange line is in place and no work required at your new premise $59.00
Home phone Only - When new or additional line is required at your new premises $299.00
Broadband Only $90.00
Broadband and Home Phone - When an existing exchange line is in place and no work required at your new premises $149.00
Broadband and Home Phone - When new or additional line is required at your new premises $389.00

A $120 (for telephony service) or $300 (for broadband service) pro-rated early termination fee over the remaining months of your contract may also apply on top of this fee.

Will I be able to stay on my current plan after the relocation

Wherever possible we will try to keep you current plan to your new home. However, this will be determined by the serviceability at your new premise. iPrimus plans may not be available in all areas. We will notify you accordingly and endeavour to provide alternatives.

If you are thinking changing your current plan or adding new service, this is a good time too. Let us know and we can discuss this with you and ensure that we will give you the best we could.

Will someone contact me once the service is reconnected at the new premise?

Yes, we will contact you either via SMS or voice recorded message to your landline during the relocation process. 1. When the order is received and has been placed; 2. When the reconnection date has been confirmed; and 3. When the reconnection process has been completed.

You may also contact 1300 85 44 85 if you need to speak with one of our consultants if you have any further queries.

I was meant to get a discount. Why am I being billed full price for my internet?

Your bill shows the full monthly plan fee including GST. This is reduced each month by means of a $10 credit. This can be found on the front page of your monthly invoice under "bundled service savings" or on the reverse side of your monthly invoice under "customer savings".

Why am I getting charged handset rental?

Telstra records would indicate that a Telstra rented handset is located at your premises. Those charges are re-billed by us from Telstra. If you do not have a Telstra rented handset and your premises, please contact us to let us know so we can arrange with Telstra to have the charges removed from future invoices.

Why have I been charged Account charges on my bill?

If you have not paid your account by the due date stated on the bill, a Late Payment Fee of $15.00 inc. GST will be charged.

If you wish to receive your bills via post, we can arrange this for you however there will be a $2.50 fee applied each month. We believe we are able to provide a more environmentally friendly means to view your bills by making this information available online. Through your account toolbox you will have access to the exact same information as a paper bill, which will also be available earlier as there will be no postal delays.

How do I change the name on this account?

You will need to print and complete the Change of Account holder form which you can download by clicking here. Please fax or mail the form to the number or address shown on the form. Documents supporting any change of name due to marriage, divorce, change of name by deed poll or death will be required.

We endeavor to process Change of Account Holder requests within 21 working days after receipt of all necessary documents. Please be advised that the new account holder may incur a $59 fee for the change of name taking place. Clarification regarding this $59 fee can be viewed on the Change of Nominated Account Holder form.

Will I be charged for canceling my account?

Cancellation charges are outlined on the product pages and will be advised prior to you signing up. Charges will depend on factors such as to whether you elect to sign a Minimum Term Contract or you receive hardware included and at what stage and for what reasons you elect (or we elect) to cancel your account.

How do I get a fault fixed on my telephone line?

You will need to report this fault with our Faults team on 1300 85 85 85.

Can I get compensation for the time my phone line was faulty?

Information on the Customer Service Guarantee is available here. You may be eligible for Customer Service Guarantee (CSG) compensation payments if your fault has taken longer than the prescribed timeframes and you have not waived your CSG rights on sign-up.

My Account has direct debit activated? Why have I got a final notice?

Your credit card may have expired and we have not received your new credit card details.


Your direct debit may have been declined or dishonored by your Financial Institution.

On rare occasions, a system error may result in direct debit failures. However, direct debit would usually be attempted again once the error has been rectified.

If you have a failed direct debit, you will need to make the payment manually to prevent restrictions occurring on your account.

I reported my payment but my service/s is still restricted. What do I do?

Your services will be unrestricted within 24hours. If your local calls are also restricted, it may take up to 24 hours for your services to be restored.

If you have waited longer than the above time frames and your service is still restricted, there may be other factors causing your service to remain restricted. You will need to contact Customer Service by calling 1300 85 44 85.

When can I request for my plan to be changed?

You may request for your internet plan to be changed at any time, and will take affect immediately or at midnight the same day with billing and anniversary adjusted to match the plan change. Any amounts paid in advance for your previous plan period will be credited back to you on your next invoice, and your plan period for your new plan will start today.

Please note if there is a change to your broadband speed, this may take up to 3 working days to process , however if an infrastructure change (a change of the network your service is provided on) is required, the change may take up to 20 days. Generally services will take less especially if you are connected to the Primus Network, and may take as little as 5 minutes.

Telephone plan changes take effect from midnight

Fibre Optic Internet

What is Fibre Optic internet?

Fibre Optic internet is the new broadband service being installed in selected towns and estates across Australia. It uses fibre optical cables to deliver ultra-fast broadband and telephone services with connection speeds of up to 100Mbps*.

Fibre Optic internet can provide for a much faster and more superior performance than a regular broadband ADSL service and is not affected by the distance from your telephone exchange.

What are the fibre optic internet speeds?

Information on speeds and performance can be found at our fibre optic internet speeds section.

What equipment will I need?

An iPrimus Fibre to the Home service requires several pieces of equipment in order to provide you with ultra-fast broadband to your home or business. This includes the network device which converts the Optic Fibre signal into a format that can be read by your PC, and a router - ftth modem - which provides authentication, and the ability to utilise your connection within your home.

Where can I get fibre optic internet?

A list of the current communities that have been equipped with Fibre to the Home networks is available at fibre optic locations.

What security tools does iPrimus offer?

Although iPrimus does not offer any security tools directly to customers, iPrimus provides information about reducing your risk to Telecoms Hacking at: http://www.iprimus.com.au/support/telecoms-hacking/

And for information on being aware of Email Phishing Scams, see: http://www.iprimus.com.au/support/email-phishing-scams/

We recommend that you protect against unauthorised access to or use of your services by:

  • regularly monitoring your usage to check for irregular patterns;
  • protecting your user identity, email address and passwords;
  • exercising care in disclosing personal information on the internet;
  • using current anti-virus software and firewall;
  • restricting access to your equipment;
  • exercising care if accepting emails or files from unknown sources.

Can I have a Third Party authorised to act on my behalf?

Only one person can be listed as the account holder. If the account holder wishes to add another person to the account they can be added as a ‘Third Party Authority’. Click here for the Third Party Authority Form. By submitting this request you agree to allow this person to make any enquiries regarding the account and to make changes to existing services. A Third Party Authority is not able to add services to the account.

I have a disability - can iPrimus help me?

iPrimus offers limited products for customers with disabilities. For instance, we offer the Oricom Care100 which may be suitable for customers with hearing or visual impairments. It’s key features include receiving tone control up to 10dB, amplified receiver up to 20dB, extra loud ringer up to 95dB, 12 one touch memories, large high-contrast keypad and a bright visual ring indicator. It is hearing aid compatible. For pricing and eligibility requirements please speak to Provisioning on 1300 85 85 85.

Which Networks does iPrimus utilise? (Reseller information)

iPrimus Fixed Phone and Data services are delivered over own network or where our network is not available, using wholesale services supplied to us by Telstra or Optus depending on the plan you select and subject to network availability.

iPrimus Fibre services are delivered predominately using the NBNCo Ltd Fibre network. In some cases, such as Greenfields estates, your service may also be delivered by the OptiComm, Places Victoria, or NT Technology services fibre network. Fixed Wireless services are delivered by the NBNco Ltd Fibre network.

iPrimus Mobile Phone and Mobile Broadband services are delivered over the Optus 3G/HSDPA GSM networks depending on the plan you select and subject to network availability.