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

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

No matter how long you’ve been with your current provider, you’re never stuck with them. If you’re ready to switch to a better deal, our guide walks you through the whole process: how long it takes, what happens to your connection, and how to keep your phone number.

TL;DR — Quick Takeaways

• Yes, you can change NBN providers anytime — there’s no lock-in to your current provider
• Switching is usually quick and often comes with minimal downtime
• You keep your landline phone number — number porting is available
• Your new provider handles the switch — you usually don’t need to do a thing
• Check for contract exit fees before switching (no-contract plans have none)
• You might need a new modem, depending on the provider and connection type

Switching NBN Providers is Easier Than You Think

Switching NBN providers is easier than most people expect, and in Australia, it’s entirely your right to do it whenever you want. Whether you’re paying too much, dealing with unreliable speeds, or just tired of being put on hold with an overseas call centre, a better deal is closer than you think. Here’s what you need to know to avoid the common mistakes before you make the move.

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 a month-to-month plan

The only potential barrier is if you’re on a fixed-term plan. Some services may charge an early exit fee if you wish to leave before your contract end date.

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 in to your current provider’s account portal
• Look for your contract end date and early exit fees
• Calculate if the exit fee is worth paying; sometimes, savings on a better plan outweigh the cost

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, whether it comes with a modem, an entertainment bundle or any other extras

Step 3: Sign Up with Your New Provider

When you sign up:

• Choose ‘Transfer existing service’: Select this option if it’s available, not ‘New connection’
• Provide your service details: You’ll need your AVC ID which is a unique code that identifies your active NBN connection
• 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 your new provider, or whether your own will do

Important: Sometimes you MAY need to cancel your old service yourself, but ensure you don’t do it too early.

Step 4: Wait for Activation

Your new provider will:

• Initiate the transfer through NBN
• Schedule the switch date (if you’ve asked to make the transfer on a specific date)
• Send you a modem (if you’ve ordered one)
• Notify you when the switch is happening

Timeline: Typically 1-3 business days maximum from signup to activation, but often occurs within minutes.

Step 5: Switch Day — Set Up Your New Service

On activation day:

• Your old service disconnects
• Your new service activates (usually happens within minutes)
• Connect your new modem (or reconfigure your existing one)
• Update your devices with your new WiFi password (if you ordered a new modem, if not, your existing WiFi details will remain the same)
• Test your connection by searching a webpage or streaming a show

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

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)

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 (this is a lengthy process)
• Peak switching periods (the end of the 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

During Switch

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

After Activation

• Your new service is live
• Your previous provider’s service is permanently disconnected (if a transfer was selected – it’s always best to double check with your previous provider)

Pro tip: Schedule your switch or submit a transfer for a time when you can afford a brief outage. If you work from home, early evening or weekends may be your best option.

Will You Keep Your Phone Number?

Yes — if you want to keep your landline number, you can port it to your new provider, typically for free if you’re bundling your services together.

Number Porting Process

• Select ‘port existing number’ during signup
• Provide your current phone number and account details
• Your new provider handles the transfer
• Porting your number may delay your NBN switch, depending on the provider’s process
• Number transfer is usually 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:

Pro tip: Many providers include modems in their setup fees, which is often cheaper than buying a compatible modem yourself.

Why Switch to MATE?

Looking for a provider worth switching to? Here’s what makes MATE different:

No Lock-In Contracts

All MATE plans are month-to-month. There are no lock-in contracts or exit fees, and you can change your plan or cancel anytime without penalties.

Telstra Wholesale Network

We’re an MVNO (Mobile Virtual Network Operator). This means you get access to Telstra’s 4G and 5G network while getting more competitive prices.

Australian-Based Support

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

Transparent Pricing

What you see is what you pay. No hidden fees, no surprise charges, no bill shock.

Easy Switching Process

MATE handles the switch for you. We initiate 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

If you cancel first, you’ll have no internet until your new service activates (which can take days). Always sign up for 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.

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 be forced to 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.

6. Switching Mid-Billing Cycle Without Planning

Most providers charge for the full billing cycle regardless of when you leave, so if you can, time your switch for the last week of the month to avoid paying for two providers at once.

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.