Moving house

Moving house FAQs

• How far in advance should I tell you that I’m moving to a new house?

  The more notice you can give us the better! That way we can make sure your move goes as smoothly as possible, and we can check if your current plan is available at the new address. If we could be picky, we’d say about 3 weeks. But if you forget or run out of time, don’t stress, we can get your new connection set up within 10 days.

• How long does it take to connect the Broadband service at my new address?

  We can usually have your new connection up and running within 10 days of you letting us know, or tell us your move in date in advance and we’ll make sure it’s working on the date you choose.

  However, how long it takes to get connected will depend on which of our plans is available at your new address. ADSL, VDSL and existing Fibre connections normally take 5-7 working days to be connected. If you don’t already have Fibre installed at your place, it can take longer. Don’t worry - we can usually provide you with a temporary ADSL connection while you wait for your Fibre to be installed so you won’t be without.

• I’ve already moved house, how long will it take to get Broadband?

  No one wants to go without internet! We usually require at least 10 days’ notice for us to process a move but if you’re already at your new place or require an urgent connection then just flick us a message and we’ll check what your options are.

• How much will it cost?

  Changing your broadband address is free every six months when you’re an existing customer, or a new customer signing up to a 12-month contract.

  If you’re a new customer signing up to a Broadband plan with no fixed-term contract, there’s no set up fee, you just cover the cost of your new Skinny modem.

  If you’re an existing customer moving more than once every six months, a $50 service fee will apply.

• How do I cancel my move?

  Please let us know ASAP if you’d like your move request cancelled since your connection at your old place might already be up for disconnection. Get in touch with us by email, chat or social and we’ll make sure everything stays the same.

• I’m moving house. How do I bring my Broadband with me to my new address?

  It’s super easy to take your Skinny broadband with you when you move house – which is one less thing to worry about when you’re shifting! If you’re on Fixed Broadband (Fibre, ADSL or VDSL) you can kick things off without even having to get in touch with us – just log in to your online account here, and choose the ‘Move Address’ option. You can choose the speed you want and the date you want to be transferred across.

  If you’re on our Wireless Broadband you’ll need to get in touch with us and we’ll sort it out for you. You can contact us whatever way suits you – either send us an email at support@skinny.co.nz, chat with us on this webpage, message us on Facebook, or give us a call on 0800 475 4669. Our care centre is operational Monday-Friday 8am-7pm, and Saturdays 9am-5.30pm.

• I've already moved my 4G modem and it works fine! Why do I need to contact you?

  Skinny Broadband streams over our wireless network so we need to do a simple check to make sure you'll get similar speeds that you are already receiving at your current place. For example if you are moving from the city out to the countryside your speeds may slow down, or worse, we may not be able to offer the wireless Broadband in the area you are moving to. If that happens, don't panic just get in touch with us and we can check out your connection options with Skinny Broadband.
  
  Also if you move your Skinny wireless modem from your address to another without letting us know your Broadband may stop working altogether. It's super risky and best not to move on your own as your Skinny wireless modem could end up being blacklisted, because they are registered to you and your address only. It's super important to call or chat with us before you move house.