How to Move Your Mweb Service to Your New Home
Moving home can be stressful, but moving your internet service doesn’t have to be. You can request your move online through your Mweb Online Account in just a few steps.
Before You Start
Before submitting your moving request, make sure you have:
- Your new address
- Your planned move-in date
- Access to your Mweb Online Account
- Your current Mweb service active
We recommend submitting your moving request at least 30 days before your move to allow enough time for installation and activation at your new address.
How to Request Your Move
-
Log Into Your Online Account
Go to the Mweb Online Account and select Moving Homes from the menu.
-
Complete Your Moving Request
Select the service you would like to move, enter your new address, choose your move-in date, and submit your request.
Once submitted:
- Our team will review your request
- We’ll contact you to discuss your options and confirm availability
- Our Moving Homes team will manage the process and keep you updated along the way
What Happens Next?
The process may differ depending on the Fibre provider and whether your new home already has Fibre installed.
In some cases:
- The existing Fibre line may still need to be released by the previous ISP
- Additional installation work may be required
- Your new address may only support certain Fibre products or speeds
Our team will guide you through the available options.
Costs and Possible Delays
Are There Costs to Move My Service?
A once-off moving fee may apply to Fibre services.
If a new Fibre installation is required, standard installation usually includes up to 30 metres of cabling. Additional cabling or special installation requirements may result in extra charges.
If you are moving from Fibre to LTE, standard cancellation terms for your Fibre service may apply.
Can Delays Happen?
Most move requests are completed smoothly, but delays can sometimes happen due to:
- Existing line ownership at the new address
- Delays from the Fibre Network Operator (FNO)
- Installation scheduling
- Additional Fibre work required at the property
Fixed LTE moves are generally quicker and simpler.
What Happens to My Existing Service?
If you are moving from:
- Fibre to Fibre
Your existing service will be cancelled once your new service is ready - Fixed LTE to Fixed LTE
Your existing service will continue as part of the move process - Fibre to LTE
Your Fibre service will be cancelled as part of the migration
What Equipment Must Stay Behind?
Leave Behind
- Fibre ONT box
- Fibre wall cabling
The ONT is linked to the property and should not be removed.
Take With You
- Your router
- Router Power Supply Only
- Network cables
If your new service does not require the router, you may need to return it to Mweb.
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