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  5. How do I organise to move my service to a new address?
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  5. How do I organise to move my service to a new address?

How do I organise to move my service to a new address?

Phone Service Only customers:

1. How to organise a relocation:
To move or relocate your phone line service to another address, please raise your order via our Relocation Form available in MyAccount.

2. How much does it cost to relocate my Phone Line Service?
A minimum charge of $59.00 is applicable to move or relocate your service. Additional phone line connection charges may apply depending on the type of connection and the type of work required to activate your new service. These are explained below:

  • $59.00 – if no technician is required.
  • $99.00 – if a technician is required to complete some minor cabling work.
  • $240.00 – if a technician is required to complete a new installation or major cabling work.

3. How long does a relocation take?
​​A minimum of 10 business days and is dependent on appointment availability with the Wholesale Network Provider. We recommend you place this request at least 4 weeks in advance of when you require the new connection to be activated.

ADSL Broadband & Phone Line Bundle customers:

1. How to organise a relocation:
To move or relocate your Phone and  Broadband service to another address, please raise your order via our Relocation Form available in MyAccount. We recommend you place this request at least 4 weeks in advance of when you require the new connection to be activated. Important: A relocation can only be organised if your new address is eligible for a Broadband and Phone Line Bundle service. If your new address does not pass a Service Qualification and you need to disconnect your service at the old address, any Early Termination Fees will be payable immediately.

2. How much does it cost to relocate my Phone Line and Broadband service?
A minimum charge of $59.00 is applicable to move or relocate your Broadband and Phone Line Bundle service. Additional phone line connection charges may apply depending on the type of connection and the type of work is required to activate your new service. These are explained below:

  • $59.00 – if no technician is required.
  • $99.00 – if a technician is required to complete some minor cabling work.
  • $240.00 – if a technician is required to complete a new installation or major cabling work.

3. How long does a relocation take?
Minimum of 10 business days and is dependent on appointment availability with the Wholesale Network Provider. We recommend you place this request at least 4 weeks in advance of when you require the new connection to be activated.

ADSL Broadband customers:

1. How to organise a relocation:
To move or relocate your Broadband service to another address, please raise your order via our Relocation Form available in MyAccount. We recommend you place this request at least 4 weeks in advance of when you require the new connection to be activated. Important: A relocation can only be organised if your new address is eligible for a Broadband service. If your new address does not pass a Service Qualification and you need to disconnect your service at the old address, any Early Termination Fees will be payable immediately.

2. How much does it cost to relocate my Broadband service?
An existing telephone service is required to connect you to ADSL, so if your phone service is with another provider we would require you to relocate that service first before we can relocate your broadband. Once that is complete we can relocate your broadband at no cost.

3. How long does a relocation take?
Minimum of 5 business days and is dependent on appointment availability with the Wholesale Network Provider. We recommend you place this request at least 4 weeks in advance of when you require the new connection to be activated.

Envision (Naked DSL and VoIP Bundle) and Naked DSL only customers:

We no longer provide new Envision or Naked DSL services therefore it is not possible to relocate these services.

If you have an existing Envision or Naked product and wish to relocate, you will need to take up either a nbn™ or ADSL service (depending on availability at your new address )

We do not charge a relocation or activation fee but you may be subject to:

  1. A Telstra connection fee between $59-$240 for ADSL addresses depending on the existing connection at the new address
  2. A nbn™ New Development Fee of $300 if NBN Co deem your address to be in a new development area

To take up an ACN ADSL or nbn™ plan you will need to sign up here

VoIP only customers:

1. How to organise a relocation:
To move or relocate your VoIP service to another address, please raise your order via our Relocation Form available in MyAccount. You can only relocate your VoIP service number within the same geographical location. If you are moving outside of the geographical location ACN will need to assign you a new number relevant for your address.

2. How much does it cost to relocate my VoIP service?
There is no cost to relocate your VOIP service

3. How long does a relocation take?
1-2 business days. We recommend you place this request in advance to ensure your service is connected on your requested date.

nbn™ Broadband customers:

1. How to organise a relocation:
Please raise your order via our Relocation Form available in MyAccount. We recommend you place this request at least 6 weeks prior to moving to your new premises and require a working Internet connection.
Important: A relocation can only be organised if your new address is eligible for an nbn™ service. If your new address does not pass Service Qualification and you need to disconnect your service at the old address, any Early Termination Fees will be payable immediately. If nbn™ is not available, ACN can organise a new ADSL Broadband or Naked DSL service if you are in a serviceable area.

2. How much does it cost to relocate my nbn™ service?
There are no relocation fees however, if your new address is also nbn ready you may incur costs for a new modem if your existing ACN supplied modem is not compatible with the nbn™ technology at your new address.

3. How long does a relocation take?
Minimum of 21 business days and is dependent on appointment availability with the Carrier Network Provider. We recommend you place this request at least 4 weeks in advance of when you require the new connection to be activated.

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Important Upfront Payment Terms

A one-off setup fee of $99.95 applies to customers ordering any plan with a 6-month contract term. The one-off setup fee is charged upfront to your credit or debit card as part of your order submission.

Ten day cooling off period applies. If you cancel your order within 10 days of your order submission date, we will refund any upfront payment of a setup fee provided you return all equipment we provided, to us, in un-opened and un-used state.

If you cancel your order more than 10 days after your order submission date and we have not yet commenced the installation of your service, we will refund any upfront payment of a setup fee provided you return all equipment we provided, to us, in un-opened and un-used state.

If you cancel your order more than ten days after your order submission date and we have either commenced or completed the installation of your service, we will retain a cancellation fee of $50 and refund the remainder of your setup fee, provided you return all equipment we provide, to us, in an un-opened and un-used state.

No refund will be provided for an upfront payment of a setup fee where you do not return all equipment in an un-opened and un-used state. If you require a return satchel to return the equipment, you can request one by contacting our customer service team when cancelling your order.

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Earning Statement

RVPs and SVPs (including Circle of Champions members) earn annual income achieved by fewer than 1% of ACN IBOs. Their success stories and earnings are extraordinary and not typical. Earnings as an ACN IBO are based solely upon the successful sale of products to customers and their usage of those products. Individuals will incur expenses in operating their ACN business, such as the sign-up fee and renewal fee, as well as other possible operating expenses. As with any business, earnings and success at ACN are not guaranteed but depend primarily on the individual’s commitment, persistence and effort. Individuals may not earn income and may lose money as an IBO.

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