connect

If you're about to move house, taking your services with you is quick and easy.

What do you need to do?

To ensure that we can get your services up and running as quickly as possible, please log in to My Dodo and raise a Support Request by clicking the “Support Request” quick link and choosing the “I am moving” option. Remember to provide your new address and preferred connection date.

We'll have to check a couple of things:

• When are you moving?

​Basic Troubleshooting Guide

Before you start:

• Power cycle your hardware, this can fix basic connection issues.

• Check your Account Balance. If it is overdue, your service may be restricted.

Step 1. Connect me

• Look for the coloured sticker on the box.

In most cases your nbn connection will be completed trouble free, however, sometimes there may be a delay.

If an issue arises that we can’t resolve, we will contact you to try and fix it as quickly as possible, to avoid any delays to connection.

Order updates will be sent via SMS, alternatively login to My Dodo to track your order via our online “CHECK ORDER STATUS” feature*.

Although most connections are trouble free, delays can be caused by any of the following:

Usually we can connect your internet remotely. If not, a technician appointment will be required.

A technician visit will depend on the infrastructure at your new address and if your new address is nbn ready but hasn’t been connected before or if the address hasn’t had an active phone line in a while.

If a technician is needed, we will notify you via SMS or email.  

Related

How long does it take?

You may need to sign-up to a new plan when you move. This depends on the type of internet connection available, and the location of your new address.

If you need to sign-up to a new plan, there may be an upfront payment for your first month and connection fee.

Related

How long does it take?

What's involved in moving my service?

nbn connection time frames vary depending on your location, technology type and existing set up at your new address.

Most connections take between 3 - 10 business days.

It could be up to 20 days, depending on the service available at your new address.

Related

How long does it take?

Are there any moving fees?

Dodo will notify you via text message when your Dodo nbn service has been connected. You can also check the activation status by logging into your My Dodo account here.

Once logged in, simply navigate to the “CHECK ORDER STATUS” feature*, you’ll then be able to see how you order is progressing.

*If you are unable to use the “CHECK MY ORDER STATUS” feature, you can use our online tool here. 

We’ll send you an SMS once your modem is dispatched. To track delivery of your modem, log into your My Dodo account here.

Once logged in, click on the “CHECK ORDER STATUS” feature, then click “TRACK MY DEVICE”. Please note that hardware tracking may be slightly delayed. 

Dodo will send order updates via text message, but you can also see the progress of your order and check the status by logging into your My Dodo account here.

Once logged in, click the “CHECK ORDER STATUS” button*. You will then be able to see how you order is progressing.

Related

What to expect during when connecting to Dodo nbn