Frequently Asked Question


What happens next

What happens after I submit my application?

After you lodge your application and provide consent for us to contact you, we will call to verify your request. This is a short call to make sure you're comfortable with us acting on your behalf and to confirm you are happy with the services and suppliers you have chosen. When the call is complete we will contact your chosen suppliers and action your requests. After we’ve spoken to you, we send you an email outlining the next steps for each service you have selected so you'll know exactly what is going to happen each step of the way.

What happens after I submit my application?

Why does moveinconnect ask for personal details like ID type and date of birth?

Moveinconnect collects identification details so we, and the service providers we work with, can set up your accounts and verify your identity. Moveinconnect does not sell any information about our customers to third parties. We may also use your contact details to communicate with you about the services we provide, but we seek your consent before doing so. If you do not wish to receive marketing communications from us about products and services, please let us know by writing to us at privacy@moveinconnect.com.au.

Click here to view our privacy policy.

Amending an existing application you’ve submitted

Can I cancel or change my connection request?

If you need to amend your connection request, we are usually able to accommodate changes at least three business days before the agreed connection date. Please contact us on 1300 786 045 to request a change.

Electricity Connection

Where are my electricity main switches?

Main switches can be found in the meter box and secondary switches can be found inside your property. If you live in South Australia, please note it is a requirement for the electricity technician to have access to the main switch and meter box. If the main switch is located inside your property, someone will need to be home for the duration of the appointment i.e. 7am – 12pm. If you’re unable to be home during this time simply call us on 1300 786 045 and we can arrange for a technician to call you 30 minutes before they arrive, allowing you time to pop home.

Why doesn't the electricity company switch my main switch on?

Most of the time your main electricity switch is located inside your the property which means it will be inaccessible by the technician turning on your power. In cases where the main switch is accessible by the electrical technician, the reason why they will not turn the main switch on is due to safety precaution, as they cannot ensure that all of your appliances are switched off before turning on the main switch.

Why are the Visual Inspection (VI) times so long?

Electricity distributors regulate the visual safety inspection process and the timeframes are dependent on the availability of technicians in your area. You are only required to be at home if the power has been disconnected. In this case, if no one can attend a visual inspection between the hours of either 8am – 1pm or 1pm – 6pm, keys to your property can be left in the meter box as a last resort if the property is completely vacant.

What is the timeframe for same day connections?

If a same day connection has been arranged your connection will occur any time between when your request was confirmed until midnight.

What does an electricity meter number look like?

Meter numbers are usually between 6-7 digits. They may have letters in front of the number.

Do I have to be at home for an electricity connection to occur?

Usually you do not need to be at home for your electricity to be connected unless the power has been disconnected at your property. In this case, a Visual Inspection may be required between the hours of either 8am – 1pm or 1pm – 6pm. A meter read will take place between the hours of 8am – 6pm for which you do not need to be home for.

Gas Connection

Where is the gas meter?

The gas meter is generally located outside and down the side of your property at the ground level. In very rare circumstances the meter can be located inside the building.

Where is my gas 'lever'?

Your gas lever is located above the gas meter and is usually yellow or red in colour.

What does a gas meter number look like?

Gas meter numbers usually have an alpha numeric configuration and begin with two letters followed by four numbers. E.g. XY1234. In some of cases the meter number could just be a 6-7 digit number or have more letters at the start or end of the number. The meter number can usually be found under the barcode or engraved on the meter itself.

Do I have to be at home for my gas to be connected?

Usually you don't need to be home for your gas to be connected as long as there is clear access to your gas meter. The only time you may need to be at the property is if your gas meter is located behind a locked gate which you can’t leave open for the technician or if the gas meter is located inside your property.

Water Connection (Victorian customers)

As a tenant - what am I responsible for in terms of water payments?

As a tenant, you are responsible for water consumption charges only. Your landlord (the owner) is responsible for water rate charges.

How often do I receive my water bill, because I haven't received one?

Water bills are sent every two months. If you have not received one please contact your Water Company and/or landlord.

Telephone Connection/Relocation

The phone is on at my new address but has the disconnection occurred at the old?

When your phone is relocated from one property to the next the phone line at your previous property is automatically disconnected.

When will my telephone be connected?

Home phone connections can take up 3-5 business days depending on the type of connection you require. If an appointment for a technician to attend your property is needed the connection time may be extended depending on technician availability. Your retailer will contact you within three business days by either email or SMS to confirm connection installation dates.

Why do I have to plug in a phone to confirm the connection?

As the telephone line is located inside your property the technician can only confirm a phone line is active from the telephone exchange. Plugging in a handset to the phone point provides confirmation that a dial tone has been established at the property.

I've been asked to provide a Proof of Occupancy form. What is this?

A proof of occupancy form is a copy of the Lease Agreement or Contract of Sale which proves you are the person now occupying the property. This is required if the previous occupant has not disconnected their service or there is an outstanding debt.

I’ve sent my Proof Of Occupancy form. How long does it connection take?

Once all the documents have been submitted, it usually takes 2 weeks (15 days) for the connection to complete.

The Internet Connection/Relocation

Modem

What type?

There are two types of modems available. A single port modem can only connected to one computer via a USB or Ethernet cable which is supplied. Or a 4-port Wi-Fi modem, has the capacity to connect up to 4 computers or devices (such as Smart Phones or Tablets) by Ethernet cable or wirelessly to many computers or devices by a Wi-Fi network.

When is it coming?

The delivery of your modem can take up to 14 business days. You can track the delivery of your modem using order number provided by your retailer once your connection request is confirmed.

Why do I have to plug in a phone to confirm the connection?

As the telephone line is located inside your property the technician can only confirm a phone line is active from the telephone exchange. Plugging in a handset to the phone point provides confirmation that a dial tone has been established at the property.

Do I have to connect it myself?

For a self-install kit you need to install your own modem. The kit includes everything you need to connect your service along with installation instructions to guide you through the process step-by-step. If you run into difficulties, your internet retailer provides technical support or the option of a technician.

What type of connection am I getting?

There are two types of connections for fixed broadband service through ADSL, which is delivered through standard telephone lines or Cable connection which utilises Pay TV lines. If you are unsure, check in the ‘My Account’ section of our website or call us on 1300 786 045

What's the password and email address?

Your password and email address will be sent to your nominated email address and as an SMS.

A phone line can take up to 10 business days to connect if the previous occupant has not disconnected their service. Once we have received your Proof of Occupancy form we will contact you and confirm when this will be connected.

Pay TV Connection

I missed my appointment, how quickly can I book another?

Appointment times are based on the availability of technicians, we will need to confirm the next available date with the company installing your service.

Disconnections

Why can't you provide the account number for my current provider for disconnections?

Your account number will be used by your current service provider to verify your identity and manage your account. In order to protect your privacy and the security of your account, you may have to find your account number on your records rather than requesting it from moveinconnect.

Why can't I give you the information if I'm not the account holder?

Service providers require the account holder to consent to the disconnection of a service. This will depend on the internal policies and obligations of your current service providers, but it is unlikely that they will accept disconnection requests from you if you are not the account holder.

Why have I received a Disconnection Reminder email?

We provide this reminder to all of our customers because many home movers are so busy that they sometimes forget to disconnect services at a previous property. If you have received this email but already arranged your own disconnections, please simply disregard it.

Do we charge for disconnections?

We do not charge a fee to arrange disconnections for you. Any fees or charges you have under agreement with your supplier will still apply. Please contact your supplier directly if you are unsure of your obligations regarding this matter.

Please note, we do not arrange disconnections for Synergy.