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Frequently asked questions
It takes around 3 business days to move your energy connection. If your connection is urgent, we may be able to connect you faster depending on your location. There may be an extra charge for an urgent connection.
Internet connection time frames vary depending on your location, technology type and existing set up at your new address. Most connections take between 3 - 10 business days. It could be up to 20 days, depending on the service available at your new address.
You let us know when and where you’re moving, then we’ll contact the energy distributors who supply your new address to get you connected.
You let us know when you’re moving, and your new address. We’ll see what internet technology (nbn™ or ADSL) is available in your area and help you choose the right plan. We’ll then organise for the internet to be connected at your new address as close as possible to your requested date.
If you’re an existing Dodo customer, we’ll also disconnect your internet service from your old address on your chosen date. If you’re not a Dodo customer, you’ll need to contact your existing service provider to disconnect your connection.
Once your move is sorted, we’ll send you an email to confirm everything.
There's no move in or connection fee if you're connecting between 8am and 7pm, Monday to Friday. Connection outside these hours may incur additional charges.
If you’re already a Dodo customer, you may need to sign-up to a new plan when you move. This depends on the type of internet connection available, and the location of your new address. If you need to sign-up to a new plan, there may be an upfront payment for your first month and connection fee.
If you’re a new customer, connection fees will depend on the term you choose.
Your energy plan may need to change depending on your state and location. Different areas have different energy distributors with different rates. We’ll be able to talk you through everything over the phone or live chat.
If you’re already a Dodo internet customer, you may need to sign-up to a new plan when you move. This depends on the type of internet connection available, and location of your new address.
In most cases, you won’t need to be home as we’ll connect your energy remotely. If you do need to be home, we’ll let you know.
Usually we can connect your internet remotely.
If we need to make a physical connection at your place, you’ll need to be home for a technician to do the work. A technician visit will depend on the infrastructure at your new address. For example, if your new address is nbn™ ready but hasn’t been connected before, or if the address hasn’t had an active phone line in a while, you’ll need a technician to come out.