How can we help?
Moving your broadband and home phone is simple and easy with our dedicated move house team. Just let us know as soon as possible or at least two weeks before you move in and we will take care of the rest.
How do I move my services?
We provide two simple methods for you to move your services to another address.
You can contact our dedicated move house team by calling 0800 89 34 96. They are available 8:00 am to 9:00 pm Monday to Friday and 9:00 am to 5:30 pm on weekends and public holidays. Alternatively you can send our team an email at email@example.com. Our team will then be in touch with you accordingly.
How much notice should I provide?
We recommend submitting your move request at least 2 weeks before your actual move in date. This will allow us to ensure a smooth transition of services.
Does it cost to move house with Orcon?
Moving services to another address is generally free of cost. If there are any charges associated with your move, we will advise you of these prior to the move being completed. Please note that you are required to agree to a 12 month contract with Orcon when moving homes.
Can I keep my current phone number?
As long as you are within the same area, you can generally keep your current phone number. In the case that this is not possible, Orcon will provide you with a new number. If you move out of your current area, we may provide you with a new number. We'll confirm this once we've arranged your move.
Orcon will cover the standard installation costs associated with moving house in return for a 12 month contract on broadband.
If you are currently on a Fibre (UFB) connection and you move house, please select Ultra-Fast Broadband (UFB) if available at your new address (ADSL while you wait is available), otherwise you'll be required to pay the termination fee if you're in a contract.
If you are moving into a brand new property or the home phone hasn’t been connected at the house in a while, then there may be an additional wiring or set up fees - see here for details. We'll let you know in advance if any installation costs crop up during the process.
You can discuss the move house process and options in more detail with our Move House team at https://www.orcon.net.nz/request_supportWhat's involved if I'm moving into a brand new property?
There may be additional charges involved if this is a brand new house which we will notify you about during the connection process. As long as the initial phone wiring is complete then there should be no problem with getting you connected. A move generally takes up to 5-10 working days.
An explanation of installation fees is available here.
The services that we can offer at your new property depends on availability - sometimes the service that you're on at one property isn't available at another. In addition, if you're on one of our older plans that we no longer offer we will need to set you up with a new one, these are often better plans that give you more data for a similar price.
Please contact us at https://www.orcon.net.nz/request_support with your new address and we will be happy to check what services and plans we can offer you.What do I do if I have UFB and I need to move house?
Please contact us via our contact page here, email firstname.lastname@example.org or visit orcon.net.nz/myorcon. If Fibre (UFB) is already installed at your new address we’ll be able to connect you straight away with Fibre, otherwise we’ll need to connect you with ADSL or VDSL while we wait for Fibre (UFB) to be installed (if available).
Please try to give us at least 7 days notice of your move and if you agree to a 12 month contract we’ll cover the installation costs.
What services are available at my new house?
Some awesome services might now be available (like Fibre) or some current services may not be available. Give us a call or send us an email and let us know your new address so we can tell you what’s on offer.
Do I have to change to a new plan when moving house?
In order to provide our customers with the best possible deals we are constantly looking for new offers. This means from time to time we retire old plans and when you move house these legacy plans may no longer be available.
Can I keep my number?
Occasionally your phone number may have to change. Unfortunately numbers are not always transferable to the new address and we may need to assign you a new home phone number.
When moving house, we'll always do our best to move your current phone number with you.
The way phone numbers are moved when changing addresses means there will be instances where we won’t be able to do so; this means we can’t guarantee your number until you’re connected.
To get an idea of whether or not you’ll be able to keep your phone number, see which of these apply to you:
- Are you changing local calling area? If so, then you won't be able to keep your number. This includes moving within your current city or district e.g. from Pukekohe to Auckland central, from Kapiti to Wellington, or from Christchurch to Rangiora
- Are you moving within your local calling area? Then you can probably keep your number. If you're an LLU or Orcon Genius customer, then in the vast majority of cases we can move your phone number over without a hitch. However, if you're not a Genius or LLU customer, then it can be trickier to keep your number, depending on the exchange you'll be connecting to.
In either case, we'll try to keep your existing phone number by default, but we can't guarantee what your number will be until the technician has connected you at the exchange.
If you're unsure or would like further information, please contact us at https://www.orcon.net.nz/request_support and we can help clarify this for you.
Still have questions?