How to Change NBN Providers: Complete Step-by-Step Guide

Home & Business Internet Blog | MATE, Feature Blog Posts | MATE | 9 January 2019

Everything you need to know about switching nbn providers, how long it takes, what happens to your connection, keeping your phone number, and avoiding common mistakes.

TL;DR – Quick Takeaways

• Yes, you can change nbn providers anytime, just check there’s no lock-in to your current provider
• Switching takes 1-5 business days with minimal or no downtime – often much faster
• You keep your phone number if you still use a home phone – number porting is standard and free
• Your new provider handles the switch, you don’t need to contact your old provider in most cases
• Check for contract exit fees before switching (no-contract plans have none)
• You might need a new modem depending on providers and connection type

Can You Change NBN Providers?

Yes. You can switch nbn providers whenever you want, regardless of:

• How long you’ve been with your current provider
• Which NBN connection type you have (FTTP, HFC, FTTN, FTTC, Fixed Wireless)
• Whether you’re on a contract or month-to-month plan

The only potential barrier is if you’re on a fixed-term contract, you might pay an early exit fee (though many providers now offer no-contract plans with no exit fees).

Important: In Australia, you’re never locked into the nbn itself, only to your specific provider’s plan. Switching providers is a consumer right protected by telecommunications regulations.

Why Do People Change nbn Providers?

The most common reasons people switch:

• Better pricing: Finding a cheaper plan with the same or better features
• Poor customer service: Frustrated with long wait times or unhelpful support
• Speed issues: Not getting the speeds promised or experiencing constant slowdowns
• Reliability problems: Frequent dropouts or connection issues
• Better inclusions: Finding plans with entertainment bundles or better perks
• Contract ending: Taking the opportunity to shop around when a contract expires
• Transparency: Seeking providers with clearer billing and no hidden fees

How to Change NBN Providers: Step-by-Step Process

Switching is straightforward. Here’s exactly what to do:

Step 1: Check for Contract Exit Fees

Before switching, check if you’re on a fixed-term contract:

• Log into your current provider’s account portal
• Look for contract end date or early exit fees
• Calculate if the exit fee is worth paying (sometimes it is if you’ll save money on a better plan)

No-contract plans:If you’re on a month-to-month plan, there are usually no exit fees which means you can switch anytime. We recommend checking with your provider to confirm if this is the case for you.

Step 2: Choose Your New Provider

Compare nbn providers based on:

• Price for the speed tier you need
• Network quality (typical evening speeds)
• Customer service reputation (Australian-based support is a plus)
• Contract terms (no lock-in is better)
• Inclusions (modem included, entertainment bundles, etc.)

Step 3: Sign Up with Your New Provider

When you sign up:

• Choose ‘Transfer existing service’: Select this option, not ‘New connection’
• Provide your service details: You’ll need your Access Virtual Circuit (AVC) ID
• Request number porting (if applicable): If you want to keep your landline number, select number porting
• Choose modem option: Decide if you need a new modem from the provider or will BYO

Important: Don’t cancel your old service yourself, your new provider handles this automatically during the switch.

Step 4: Wait for Activation

Your new provider will:

• Contact your old provider to initiate the transfer
• Schedule the switch date
• Send you a modem (if you ordered one)
• Notify you when the switch is happening

Timeline: Typically 1-5 business days from signup to activation.

**Note – on some technologies, your new provider can activate a second Port on your nbn device with the ability to have multiple nbn services running concurrently.

Step 5: Switch Day,  Set Up Your New Service

On activation day:

• Your old service disconnects (**in some cases – see above regarding multiple services)
• Your new service activates (usually happens within minutes)
• Connect your new modem (or reconfigure your existing one)
• Test your connection

Downtime: Usually less than an hour, sometimes just minutes. Many switches happen seamlessly with no noticeable downtime.

Step 6: Return Old Equipment (If Required)

If your old provider supplied a modem:

• Check if it needs to be returned (some providers require it, some don’t)
• They’ll usually send a prepaid return label
• Return it within the specified timeframe to avoid equipment fees

How Long Does It Take to Change NBN Providers?

Factors that can affect timing:

• How quickly your old provider releases the service
• If you’re porting a landline number (adds 1-2 days)
• Peak switching periods (end of month can be busier)
• Public holidays or weekends

What Happens to Your Internet During the Switch?

Most people worry about losing internet access. Here’s what actually happens:

Before Switch Day

• Your current internet works normally
• Keep using your old modem and service
• Nothing changes until activation day

On Switch Day

• Old service disconnects at the scheduled time
• New service activates (usually within minutes)
• Brief downtime: typically 15-60 minutes, sometimes just seconds
• Many switches happen so quickly you barely notice

After Activation

• Your new service is live
• Old provider’s service is permanently disconnected**
• Final bill from old provider arrives within a few weeks

Will You Keep Your Phone Number?

Yes. If you want to keep your landline number, you can port it to your new provider.

Number Porting Process

• Select ‘port existing number’ during signup
• Provide your current phone number and account details
• Your new provider handles the transfer
• Number porting adds 1-2 days to the switch timeline
• Number transfer is free

Important: Don’t cancel your old service before the number ports, cancelling first means you lose the number permanently.

Do You Need a New Modem?

It depends:

Why Switch to MATE?

If you’re switching providers, here’s why people choose MATE:

No Lock-In Contracts

All MATE plans are month-to-month. No lock-in, no exit fees. Change your plan or cancel anytime without penalties.

Australian-Based Support

All MATE customer support is based in Australia. No overseas call centres, no language barriers, no outsourced support.

Unlimited Data

All MATE nbn plans come with unlimited data so you dont have to hold back on your downloads!

Easy Switching Process

MATE handles the entire switch for you. We contact your old provider, manage the transfer, and get you connected with minimal downtime.

Common Mistakes to Avoid When Switching Providers

1. Cancelling Your Old Service Before Signing Up to the New One

Don’t do this. If you cancel first, you’ll have no internet until your new service activates (which can take days). Always sign up to the new provider first, they’ll handle disconnecting the old service**.

2. Forgetting About Contract Exit Fees

Check your current contract terms before switching. Some fixed-term contracts charge hundreds of dollars in exit fees. Factor this into your decision.

3. Not Checking Modem Compatibility

If you’re bringing your own modem, make sure it’s compatible with your nbn connection type and your new provider’s network. FTTN modems don’t work with FTTP/HFC connections.

4. Forgetting to Port Your Phone Number

If you want to keep your landline number, you must request number porting during signup. If you forget and the service activates without porting, you’ll get a new number.

5. Not Returning Old Equipment

If your old provider requires their modem back, return it within the specified timeframe. Missing the deadline can result in equipment fees (often $100+).

6. Switching Mid-Billing Cycle Without Planning

Most providers charge for the full month even if you leave mid-cycle. Your new provider also bills from day one. This means you might pay two providers for part of the same month, factor this into your timing.

Ready to switch to MATE? Check out our NBN plans – no lock-in contracts, unlimited data , Australian support, and transparent pricing. We’ll handle the entire switch for you.