If you've received a notice from your internet provider saying your email address is being retired — or you've simply decided it's time to move on — this guide walks you through everything you need to do, step by step. The process is straightforward, and acting sooner rather than later makes it much less stressful.
This issue is affecting thousands of Australians. ISPs including iiNet, Adam Internet, and others have already shut down their email services. Once your mailbox closes, emails sent to your old address disappear — and you cannot recover them. Acting early avoids stress later.
Your ISP email address is chained to your internet provider — when they move on, so does your email.
Why ISP Email Is a Problem
Your email address is your digital identity. It's how banks contact you, how you reset passwords, and how friends and family reach you. Tying that identity to your internet service provider has always been a risk — and now that risk is becoming a reality for many Australians.
ISP email platforms are ageing infrastructure. Providers are choosing to focus on their core business (delivering internet) rather than maintaining email servers. The result: service shutdowns, reduced support, and security vulnerabilities that modern platforms like Gmail and Outlook have long since resolved.
ISP Email — The Risks
- Tied to your internet provider
- Subject to sudden shutdowns
- Ageing, less secure platforms
- Limited spam protection
- Basic or no mobile app support
- Lost if you change providers
Gmail / Outlook — The Benefits
- Not tied to any internet service
- Free, stable, long-term platforms
- World-class spam & security
- Two-factor authentication
- Excellent mobile apps
- Works anywhere, on any device
Your Two Options
When your ISP announces they are retiring their email service, you typically have two choices. The table below compares them honestly.
| Factor | Option 1 — Pay to Keep Old Address | Option 2 — Move to Gmail or Outlook ✅ |
|---|---|---|
| Cost | Monthly fee, ongoing forever | Free (personal use) |
| Long-term stability | Still on legacy platform | Backed by Google / Microsoft |
| Security | Basic, ageing infrastructure | Industry-leading spam & security |
| Mobile support | Limited or none | Excellent iOS & Android apps |
| Keeps old address | Yes | No — but a new address is better long-term |
| Recommended? | No | Yes — strongly recommended |
Move to Gmail or Outlook. Paying to keep your old address only delays the inevitable — you're still on an ageing platform, and the monthly cost adds up. A new, permanent address from Google or Microsoft will serve you far better for the rest of your life.
Both Gmail and Outlook offer free, secure, and reliable email for personal use.
Choosing Your New Provider
Both options below are excellent choices. Pick the one you feel most comfortable with, or that fits best with the other devices and services you use.
Gmail (Google)
Free for personal use. Excellent spam filtering, simple setup, and works seamlessly with Android phones and Google services.
Your address will look like:
firstname.lastname@gmail.com
Microsoft Outlook
Free for personal use. Integrates tightly with Windows, Microsoft 365, and Office apps. Great choice if you use a Windows PC.
Your address will look like:
firstname.lastname@outlook.com
Use your real name where possible — for example, john.smith@gmail.com. Avoid nicknames, numbers, or anything that dates quickly. This address may be with you for the rest of your life, so choose something professional and easy to share verbally.
The migration process moves your existing emails from your old ISP mailbox into your new account.
The Migration Process — Step by Step
Follow these steps in order. Each one builds on the last, and skipping steps can result in lost emails or missed messages during the transition.
Create Your New Email Address
Visit gmail.com or outlook.com and sign up for a free account. Choose a professional address using your real name. Once created, enable two-factor authentication and set up account recovery options (a mobile number and a backup email address) before doing anything else.
If you use Microsoft Outlook, Apple Mail, or Mozilla Thunderbird on your computer and it was configured with POP3, your old emails are already downloaded and saved on your device. You simply need to add your new email address to the same program — your old emails are safe.
Import Your Existing Emails
Before your ISP mailbox closes, copy your old emails into your new account. This is a one-time import of your existing messages — it does not continuously sync new emails, which is why Step 3 (forwarding) is also important.
If you chose Gmail:
- 1Sign in to your new Gmail account and click the Settings gear (top right), then See all settings.
- 2Click the Accounts and Import tab.
- 3Click Import mail and contacts.
- 4Enter your old ISP email address (e.g.
bobsmith@dodo.com.au) and follow the prompts. You will need your ISP mailbox password and possibly the POP3 server address — your ISP can provide these. - 5Gmail will begin copying your emails. This can take several hours or even a couple of days for large mailboxes. Leave it running until it completes.
Gmail's import tool copies your existing emails once. Any new emails that arrive at your old ISP address after the import will not automatically appear in Gmail. This is why setting up forwarding in Step 3 is essential.
If you chose Microsoft Outlook:
The Outlook.com website no longer supports importing emails directly from ISP accounts (Microsoft removed this feature in 2024). Instead, use the Outlook Desktop App or Outlook Mobile App, which allows you to add both your new Outlook.com address and your old ISP address side by side. See Step 5 below for full instructions on this approach.
Email import tools do not transfer your address book. Log in to your ISP's webmail, find the option to export contacts (usually as a .csv or .vcf file), then import that file into Google Contacts or Outlook Contacts. This ensures you don't lose anyone's details when the old mailbox closes.
Set Up Forwarding (Temporary Safety Net)
While your old ISP mailbox is still active, set it to automatically forward all incoming emails to your new Gmail or Outlook address. This means any emails sent to your old address during the transition period will still reach you.
Log in to your ISP's webmail, find the Forwarding or Auto-forward setting, and enter your new email address. Send yourself a test email to confirm it arrives correctly.
Forwarding only works while your old ISP mailbox still exists. Once your ISP shuts down the mailbox entirely, forwarding stops. There is no way to receive or recover emails after that point. This is why updating your email address everywhere (Step 4) is the most important step.
Update Your Email Address Everywhere
Your email address is connected to dozens of services — update them all before your old address closes.
This is the most important step. Your email address is the key to your entire digital life. If a service has your old address on file, you will lose access to it when your ISP mailbox closes — because password reset emails will go nowhere.
Work through each category below systematically. Prioritise anything that handles money or government services first.
Government & Essential
- myGov (links to Medicare, Centrelink, ATO)
- Australian Taxation Office
- State revenue / Services portals
- Local council online accounts
- Electoral roll
Financial
- Banks & credit unions
- Superannuation funds
- Insurance providers
- Investment & share trading platforms
- Accounting / bookkeeping portals
Utilities & Property
- Electricity, gas, water providers
- Internet & mobile providers
- Rates, strata, body corporate portals
- Property managers / real estate portals
Technology Accounts
- Apple ID / iCloud
- Google Account
- Microsoft Account
- Password managers
- Cloud storage (Drive, OneDrive, Dropbox)
Shopping & Subscriptions
- Online shopping (Amazon, eBay, etc.)
- Streaming services (Netflix, Stan, etc.)
- Subscription software
- Delivery services
Health, Education & Memberships
- Doctors, clinics & health portals
- Schools, universities & childcare
- Clubs, associations & memberships
- Loyalty programs
Any service that sends you a login verification code or password reset link must have your new email address on file. If it doesn't, you could be permanently locked out of that account.
Monitor Both Inboxes During the Transition
During the transition period, it's helpful to watch both your old ISP inbox and your new inbox in one place. The Microsoft Outlook desktop or mobile app makes this easy — it can display multiple email accounts side by side, regardless of provider.
Setting up Outlook Desktop (Windows or Mac):
- 1Open Microsoft Outlook on your computer.
- 2Go to File → Add Account and enter your new Gmail or Outlook.com address. Sign in and complete setup.
- 3Go to File → Add Account again and enter your old ISP email address. If prompted, choose Manual setup and enter your ISP's mail server settings (your ISP can provide these).
- 4Both mailboxes will now appear in the left panel. You can read and reply to emails from either account.
Replying from the correct address:
By default, Outlook replies from the address the email was originally sent to. To reply from your new address instead, click Reply, then click the From field and select your new address before sending.
Adding your old ISP email to Outlook does not preserve it forever. Once your ISP shuts down the mailbox, it will stop receiving emails and stop syncing. It cannot be recovered after that point. Use this method to monitor during the transition only.
Tell Your Contacts
Send a simple message to the people you email regularly — friends, family, colleagues, and anyone else who has your old address. Keep it brief and friendly:
You can also update your email signature in your new account to include a note like: "Please note my new email address — please update your records."
Common Questions
Can emails be diverted after my ISP shuts down the service?
No. Once the mailbox no longer exists, there is nothing to receive or forward. Emails sent to your old address after shutdown will simply bounce back to the sender with an error. This is why updating your address everywhere beforehand is so critical.
What if I miss something important?
The best protection is to complete all four actions: import your old emails, set up forwarding while the mailbox is still active, update your address on every service you use, and notify your contacts. If you do all four, the risk of missing something important is very low.
Is Gmail or Outlook safe?
Yes — both are vastly more secure than legacy ISP email platforms. They offer strong spam filtering, two-factor authentication, suspicious activity alerts, and robust account recovery tools. Millions of Australians use them every day without issue.
How much storage do I get?
Both Gmail and Outlook.com provide 15 GB of free storage. If you have a very large mailbox from many years of use, consider deleting old newsletters, marketing emails, and emails with large attachments before you start the migration, to avoid filling up your new account immediately.
I already use Outlook / Apple Mail on my computer — are my emails safe?
Yes. If your desktop email program was configured with POP3 (which is the most common setup for ISP email), your emails have already been downloaded to your computer's hard drive. They are stored locally and will not be affected when the ISP mailbox closes. You simply need to add your new email address to the same program.
Your Complete Migration Checklist
Use this checklist to track your progress. Work through each phase in order.
Prepare
- Read your ISP's shutdown notice carefully and note the shutdown date
- Decide whether to use Gmail or Outlook
- Choose a future-proof email address using your real name
- Delete bulky old emails to reduce mailbox size before migrating
Create New Email
- Create your Gmail or Outlook.com account
- Set a strong, unique password
- Enable two-factor authentication
- Set up recovery methods (phone number and backup email)
Migrate Existing Emails
- Import emails from old ISP mailbox into Gmail (one-time import)
- Export and import your contacts (address book)
- Confirm old emails are visible in new mailbox
- Leave import running until fully complete
Set Up Forwarding
- Enable auto-forwarding from old email to new email
- Send a test email to confirm forwarding works
- Remember: forwarding stops when the mailbox closes
Update Email Everywhere
- myGov, Medicare, Centrelink, ATO
- Banks, super funds, insurance
- Utilities, council, rates
- Apple ID, Google, Microsoft accounts
- Shopping, streaming, subscriptions
- Any service used for password resets
Tell Your Contacts
- Email key contacts with your new address
- Update your email signature
- Keep forwarding active during the transition period
Final Tidy-Up
- Confirm no important emails still arriving at old address
- Cancel any paid legacy email service you no longer need
- Keep your new email as your permanent digital identity
Once you have your new Gmail or Outlook address, treat it as a permanent part of your digital identity — not just another internet add-on. Never tie your primary email address to an internet service provider again. Your email address should outlast any single provider, device, or subscription.
Need Help With the Migration?
SimTel Connect can help you migrate your emails safely, set up Gmail or Outlook on all your devices, and update your accounts without the risk of lockouts. Get in touch with our friendly team today.
Contact SimTel Connect
If you've received a notice from your internet provider saying your email address is being retired — or you've simply decided it's time to move on — this guide walks you through everything you need to do, step by step. The process is straightforward, and acting sooner rather than later makes it much less stressful.
This issue is affecting thousands of Australians. ISPs including iiNet, Adam Internet, and others have already shut down their email services. Once your mailbox closes, emails sent to your old address disappear — and you cannot recover them. Acting early avoids stress later.
Your ISP email address is chained to your internet provider — when they move on, so does your email.
Why ISP Email Is a Problem
Your email address is your digital identity. It's how banks contact you, how you reset passwords, and how friends and family reach you. Tying that identity to your internet service provider has always been a risk — and now that risk is becoming a reality for many Australians.
ISP email platforms are ageing infrastructure. Providers are choosing to focus on their core business (delivering internet) rather than maintaining email servers. The result: service shutdowns, reduced support, and security vulnerabilities that modern platforms like Gmail and Outlook have long since resolved.
ISP Email — The Risks
- Tied to your internet provider
- Subject to sudden shutdowns
- Ageing, less secure platforms
- Limited spam protection
- Basic or no mobile app support
- Lost if you change providers
Gmail / Outlook — The Benefits
- Not tied to any internet service
- Free, stable, long-term platforms
- World-class spam & security
- Two-factor authentication
- Excellent mobile apps
- Works anywhere, on any device
Your Two Options
When your ISP announces they are retiring their email service, you typically have two choices. The table below compares them honestly.
| Factor | Option 1 — Pay to Keep Old Address | Option 2 — Move to Gmail or Outlook ✅ |
|---|---|---|
| Cost | Monthly fee, ongoing forever | Free (personal use) |
| Long-term stability | Still on legacy platform | Backed by Google / Microsoft |
| Security | Basic, ageing infrastructure | Industry-leading spam & security |
| Mobile support | Limited or none | Excellent iOS & Android apps |
| Keeps old address | Yes | No — but a new address is better long-term |
| Recommended? | No | Yes — strongly recommended |
Move to Gmail or Outlook. Paying to keep your old address only delays the inevitable — you're still on an ageing platform, and the monthly cost adds up. A new, permanent address from Google or Microsoft will serve you far better for the rest of your life.
Both Gmail and Outlook offer free, secure, and reliable email for personal use.
Choosing Your New Provider
Both options below are excellent choices. Pick the one you feel most comfortable with, or that fits best with the other devices and services you use.
Gmail (Google)
Free for personal use. Excellent spam filtering, simple setup, and works seamlessly with Android phones and Google services.
Your address will look like:
firstname.lastname@gmail.com
Microsoft Outlook
Free for personal use. Integrates tightly with Windows, Microsoft 365, and Office apps. Great choice if you use a Windows PC.
Your address will look like:
firstname.lastname@outlook.com
Use your real name where possible — for example, john.smith@gmail.com. Avoid nicknames, numbers, or anything that dates quickly. This address may be with you for the rest of your life, so choose something professional and easy to share verbally.
The migration process moves your existing emails from your old ISP mailbox into your new account.
The Migration Process — Step by Step
Follow these steps in order. Each one builds on the last, and skipping steps can result in lost emails or missed messages during the transition.
Create Your New Email Address
Visit gmail.com or outlook.com and sign up for a free account. Choose a professional address using your real name. Once created, enable two-factor authentication and set up account recovery options (a mobile number and a backup email address) before doing anything else.
If you use Microsoft Outlook, Apple Mail, or Mozilla Thunderbird on your computer and it was configured with POP3, your old emails are already downloaded and saved on your device. You simply need to add your new email address to the same program — your old emails are safe.
Import Your Existing Emails
Before your ISP mailbox closes, copy your old emails into your new account. This is a one-time import of your existing messages — it does not continuously sync new emails, which is why Step 3 (forwarding) is also important.
If you chose Gmail:
- 1Sign in to your new Gmail account and click the Settings gear (top right), then See all settings.
- 2Click the Accounts and Import tab.
- 3Click Import mail and contacts.
- 4Enter your old ISP email address (e.g.
bobsmith@dodo.com.au) and follow the prompts. You will need your ISP mailbox password and possibly the POP3 server address — your ISP can provide these. - 5Gmail will begin copying your emails. This can take several hours or even a couple of days for large mailboxes. Leave it running until it completes.
Gmail's import tool copies your existing emails once. Any new emails that arrive at your old ISP address after the import will not automatically appear in Gmail. This is why setting up forwarding in Step 3 is essential.
If you chose Microsoft Outlook:
The Outlook.com website no longer supports importing emails directly from ISP accounts (Microsoft removed this feature in 2024). Instead, use the Outlook Desktop App or Outlook Mobile App, which allows you to add both your new Outlook.com address and your old ISP address side by side. See Step 5 below for full instructions on this approach.
Email import tools do not transfer your address book. Log in to your ISP's webmail, find the option to export contacts (usually as a .csv or .vcf file), then import that file into Google Contacts or Outlook Contacts. This ensures you don't lose anyone's details when the old mailbox closes.
Set Up Forwarding (Temporary Safety Net)
While your old ISP mailbox is still active, set it to automatically forward all incoming emails to your new Gmail or Outlook address. This means any emails sent to your old address during the transition period will still reach you.
Log in to your ISP's webmail, find the Forwarding or Auto-forward setting, and enter your new email address. Send yourself a test email to confirm it arrives correctly.
Forwarding only works while your old ISP mailbox still exists. Once your ISP shuts down the mailbox entirely, forwarding stops. There is no way to receive or recover emails after that point. This is why updating your email address everywhere (Step 4) is the most important step.
Update Your Email Address Everywhere
Your email address is connected to dozens of services — update them all before your old address closes.
This is the most important step. Your email address is the key to your entire digital life. If a service has your old address on file, you will lose access to it when your ISP mailbox closes — because password reset emails will go nowhere.
Work through each category below systematically. Prioritise anything that handles money or government services first.
Government & Essential
- myGov (links to Medicare, Centrelink, ATO)
- Australian Taxation Office
- State revenue / Services portals
- Local council online accounts
- Electoral roll
Financial
- Banks & credit unions
- Superannuation funds
- Insurance providers
- Investment & share trading platforms
- Accounting / bookkeeping portals
Utilities & Property
- Electricity, gas, water providers
- Internet & mobile providers
- Rates, strata, body corporate portals
- Property managers / real estate portals
Technology Accounts
- Apple ID / iCloud
- Google Account
- Microsoft Account
- Password managers
- Cloud storage (Drive, OneDrive, Dropbox)
Shopping & Subscriptions
- Online shopping (Amazon, eBay, etc.)
- Streaming services (Netflix, Stan, etc.)
- Subscription software
- Delivery services
Health, Education & Memberships
- Doctors, clinics & health portals
- Schools, universities & childcare
- Clubs, associations & memberships
- Loyalty programs
Any service that sends you a login verification code or password reset link must have your new email address on file. If it doesn't, you could be permanently locked out of that account.
Monitor Both Inboxes During the Transition
During the transition period, it's helpful to watch both your old ISP inbox and your new inbox in one place. The Microsoft Outlook desktop or mobile app makes this easy — it can display multiple email accounts side by side, regardless of provider.
Setting up Outlook Desktop (Windows or Mac):
- 1Open Microsoft Outlook on your computer.
- 2Go to File → Add Account and enter your new Gmail or Outlook.com address. Sign in and complete setup.
- 3Go to File → Add Account again and enter your old ISP email address. If prompted, choose Manual setup and enter your ISP's mail server settings (your ISP can provide these).
- 4Both mailboxes will now appear in the left panel. You can read and reply to emails from either account.
Replying from the correct address:
By default, Outlook replies from the address the email was originally sent to. To reply from your new address instead, click Reply, then click the From field and select your new address before sending.
Adding your old ISP email to Outlook does not preserve it forever. Once your ISP shuts down the mailbox, it will stop receiving emails and stop syncing. It cannot be recovered after that point. Use this method to monitor during the transition only.
Tell Your Contacts
Send a simple message to the people you email regularly — friends, family, colleagues, and anyone else who has your old address. Keep it brief and friendly:
You can also update your email signature in your new account to include a note like: "Please note my new email address — please update your records."
Common Questions
Can emails be diverted after my ISP shuts down the service?
No. Once the mailbox no longer exists, there is nothing to receive or forward. Emails sent to your old address after shutdown will simply bounce back to the sender with an error. This is why updating your address everywhere beforehand is so critical.
What if I miss something important?
The best protection is to complete all four actions: import your old emails, set up forwarding while the mailbox is still active, update your address on every service you use, and notify your contacts. If you do all four, the risk of missing something important is very low.
Is Gmail or Outlook safe?
Yes — both are vastly more secure than legacy ISP email platforms. They offer strong spam filtering, two-factor authentication, suspicious activity alerts, and robust account recovery tools. Millions of Australians use them every day without issue.
How much storage do I get?
Both Gmail and Outlook.com provide 15 GB of free storage. If you have a very large mailbox from many years of use, consider deleting old newsletters, marketing emails, and emails with large attachments before you start the migration, to avoid filling up your new account immediately.
I already use Outlook / Apple Mail on my computer — are my emails safe?
Yes. If your desktop email program was configured with POP3 (which is the most common setup for ISP email), your emails have already been downloaded to your computer's hard drive. They are stored locally and will not be affected when the ISP mailbox closes. You simply need to add your new email address to the same program.
Your Complete Migration Checklist
Use this checklist to track your progress. Work through each phase in order.
Prepare
- Read your ISP's shutdown notice carefully and note the shutdown date
- Decide whether to use Gmail or Outlook
- Choose a future-proof email address using your real name
- Delete bulky old emails to reduce mailbox size before migrating
Create New Email
- Create your Gmail or Outlook.com account
- Set a strong, unique password
- Enable two-factor authentication
- Set up recovery methods (phone number and backup email)
Migrate Existing Emails
- Import emails from old ISP mailbox into Gmail (one-time import)
- Export and import your contacts (address book)
- Confirm old emails are visible in new mailbox
- Leave import running until fully complete
Set Up Forwarding
- Enable auto-forwarding from old email to new email
- Send a test email to confirm forwarding works
- Remember: forwarding stops when the mailbox closes
Update Email Everywhere
- myGov, Medicare, Centrelink, ATO
- Banks, super funds, insurance
- Utilities, council, rates
- Apple ID, Google, Microsoft accounts
- Shopping, streaming, subscriptions
- Any service used for password resets
Tell Your Contacts
- Email key contacts with your new address
- Update your email signature
- Keep forwarding active during the transition period
Final Tidy-Up
- Confirm no important emails still arriving at old address
- Cancel any paid legacy email service you no longer need
- Keep your new email as your permanent digital identity
Once you have your new Gmail or Outlook address, treat it as a permanent part of your digital identity — not just another internet add-on. Never tie your primary email address to an internet service provider again. Your email address should outlast any single provider, device, or subscription.
Need Help With the Migration?
SimTel Connect can help you migrate your emails safely, set up Gmail or Outlook on all your devices, and update your accounts without the risk of lockouts. Get in touch with our friendly team today.
Contact SimTel Connect