Moving 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. If you forget or run out of time, don’t stress, we can get your new connection set up within 10 days.

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 4 – 6 weeks but sometimes up to 8 weeks. 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.​

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.

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

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.

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.

Here's the steps:

1. Go to the Skinny Unlimited Broadband login page and log in

2. Select 'Move Address' on the right-hand side of your dashboard

3. Enter your new address. Keep in mind that NZ registered addresses should automatically populate on this field. If it does not, this could mean that address is not registered due to it being a new build, a PO Box-only home or is it not a valid address.

4. Set your preferred details

- Preferred Connection Date

- Select your Speed/Plan available

If you have a DSL connection and your new address has a Fibre ONT available, you will be migrated to Fibre and Fibre charges would be applied. If you would like to stick to a DSL connection, please contact our Skinny Care Team, who can check whether your new address has the availability of a copper connection or not. 

5. Ensure that you select 'Confirm' as this completes your move of address request.

6. Keep an eye out on your emails for the next few days as our Fixed Broadband team will be in touch with you. 

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.

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.