Moving House – General

Moving House – General

This article covers services delivered via the mobile access network. If you're relocating an NBN fixed-line service, please see our Moving House – NBN Home Broadband article.

Relocating a service from MyHomeFone that uses the mobile access network is simple. Once you've let us know about the move, you can take your existing equipment* with you, set it up at the new address, and test it. In the rare case you encounter coverage issues at the new location, let us know so we can explore switching you to an alternative network if available.

*Note: Equipment provided through Senior Living Operators or similar arrangements must stay at the original address for future occupants. Our team will let you know if this applies to your situation.

Updating Your Service Address

Your service address is where you primarily use your mobile network-based service. It’s distinct from your billing address. For example, if you're managing a mobile service for a family member, the service address should be theirs, while the billing address could be yours.

To update your service address, please email modifications@myhomefone.com.au with the following details:

  • Whether your billing address is also changing.
  • The new service address for each service number on your account (found on your monthly bill).
  • The date the new address will take effect.

Note: Only the account holder can request service address changes.

Warning
Why is Keeping Your Service Address Updated Important?

The service address is crucial for safety and compliance. It supports emergency services like Triple Zero (000), Emergency Alert Systems, and emergency response teams (Police, Fire, Ambulance).

In an emergency, if the caller cannot provide their location, the operator can use the Integrated Public Number Database (IPND) to identify the address linked to the phone number and send help.

The IPND is regulated by the Australian Communications and Media Authority (ACMA). Telecommunications providers are legally required to supply customer information to this database, which cannot be opted out of – this is part of the agreement when activating a service.

Directory Listings

While your service information is shared with the IPND, MyHomeFone does not list customer details in public directories, such as the White Pages, unless you specifically request it.

    • Related Articles

    • Moving House – NBN Home Broadband

      This article provides information specifically for National Broadband Network (NBN) services. For assistance with other services, please refer to our Moving House - General Guide. We understand that moving can be stressful, so our team is here to ...

    • How to cancel service and/or close account

      To cancel services on your account, the Primary Account holder needs to contact us using the email address below. We can also accept requests over the phone but only by exception where the account is subscribing to postal invoice delivery. If you're ...