Complete step-by-step guide to switching mobile providers without losing your number . How number porting works, how long it takes, whether you need to unlock your phone, and avoiding common mistakes.
TL;DR – Quick Takeaways
- Yes, you can keep your mobile number when switching providers, it’s called number porting
- Number porting takes 1-2 business days and is free
- Don’t cancel your old plan first. Your new provider handles disconnection automatically
- You might need to unlock your phone if it’s locked to your current provider
- You’ll need your current account number and possibly a porting authorisation code
- Switching to no-contract providers (like MATE) gives you future flexibility, no exit fees if you want to switch again
Can You Keep Your Mobile Number When Switching Providers?
Yes, absolutely. You can keep your mobile number when switching to any Australian mobile provider.
The process is called number porting, and it’s protected by Australian telecommunications regulations. Your new provider is legally required to help you keep your existing number if you want to.
Number porting works between:
- Prepaid to prepaid
- Postpaid to postpaid
- Prepaid to postpaid (or vice versa)
- Any Australian mobile provider to any other
Important: The only way you lose your number is if you cancel your old service BEFORE porting it to a new provider. As long as you port first, your number transfers safely.
How to Switch Mobile Providers: Complete Step-by-Step Process
Follow these steps in order to switch providers without losing service or your number:
Step 1: Check If Your Phone Is Locked
Some phones are locked to specific carriers. If your phone is locked, it won’t work with a new provider’s SIM card.
How to check:
- Try inserting an active SIM from a different network, if it works, your phone is unlocked
- Contact your current provider and ask if your phone is locked
- Check your phone’s settings (some newer iPhones show lock status in Settings)
If your phone is locked:
- Contact your current provider and request an unlock (usually free if you’ve completed any contract)
- Unlocking takes 1-3 business days typically
- You must unlock before switching, or your new SIM won’t work
Step 2: Gather Your Account Information
Before signing up to your new provider, collect:
- Your mobile number: The number you want to keep
- Your current account number: Found on your bill or in your online account
- Porting authorisation code (PAC): Some providers require this, call your current provider to get it
- Name on account: Must match exactly when porting
Pro tip: Take a screenshot of your account details page before starting, this way you have everything in one place.
Step 3: Choose Your New Provider and Plan
Compare providers based on:
- Network quality: Which network do they use? (Telstra, Optus, Vodafone/TPG)
- Pricing: Is the plan cheaper than what you’re paying now?
- Contract terms: No-contract plans give you flexibility if you want to switch again later
- Data allowance: Do you need more or less data than you’re currently using?
- Customer service: Australian-based support is a plus
Why no-contract matters when switching: If you choose a no-contract provider (like MATE), you can switch again in the future without exit fees. This gives you ongoing flexibility.
Step 4: Sign Up with Your New Provider
When signing up:
- Select ‘Port existing number’: Don’t select ‘Get a new number’ – choose the port option
- Enter your current mobile number: The number you want to keep
- Provide account details: Account number, name on account, PAC (if required)
- Choose SIM type: Physical SIM or eSIM (if your phone supports it)
Critical: Do NOT cancel your old service before porting. Your new provider handles disconnecting your old service automatically when the port completes.
Step 5: Wait for Activation
After signing up:
- Your new provider contacts your old provider to request the number port
- If you ordered a physical SIM, it arrives in the mail (1-3 business days)
- If you chose eSIM, you receive activation instructions by email
- Your new provider notifies you when the port is scheduled
Timeline: Number porting takes 1-2 business days from when your new provider submits the request. You keep using your old service normally during this time.
Step 6: Activation Day – Switch Happens
On the scheduled activation day:
- Your old service disconnects
- Your number transfers to your new provider
- You insert your new SIM (or activate eSIM)
- Your phone connects to the new network with your existing number
Downtime: Usually 1-2 hours during the actual port. Sometimes it’s so quick you don’t even notice.
Step 7: Confirm Everything Works
After activation, test:
- Make a test call
- Send a text message
- Check mobile data works
- Verify you can receive calls and texts
If anything doesn’t work, contact your new provider’s support immediately.
How Long Does It Take to Switch Mobile Providers?
| Stage | Timeline |
|---|---|
| Phone unlocking (if needed) | 1-3 business days |
| Sign up to new provider | 5-15 minutes (online) |
| Physical SIM delivery (if applicable) | 1-3 business days |
| Number porting processing | 1-2 business days |
| Actual switch (downtime) | 1-2 hours |
| Total time (typical) | 2-7 days from start to finish |
Fastest scenario: Unlocked phone + eSIM + simple port = can be completed in 24-48 hours.
Longest scenario: Locked phone + physical SIM + complex port = up to 7 days.
What Information Do You Need to Port Your Number?
Your new provider will ask for:
Essential Information (Always Required)
- Your mobile number: The number you’re porting
- Your current provider: Who you’re switching from (Telstra, Optus, Vodafone, etc.)
- Account holder name: Must match the name on your current account exactly
- Date of birth: For identity verification
Additional Information (Sometimes Required)
- Account number: Found on your bill or in your online account portal
- Porting authorisation code (PAC): Some providers require this — call your current provider to request it
- Current address: Must match what your current provider has on file
How to Get This Information
- Log into your current provider’s account portal
- Check your most recent bill
- Call your current provider’s customer service
What Happens to Your Old Mobile Plan?
When your number ports successfully:
- Your old plan automatically cancels: You don’t need to cancel manually
- Your old SIM stops working: Once the port completes, your old SIM is deactivated
- You receive a final bill: For any remaining service period or fees
If You Were on a Contract
Switching while on a contract:
- Early termination fee applies: You’ll be charged for breaking the contract early
- Check contract end date: See if waiting a few weeks would avoid the fee
- Calculate if it’s worth it: Compare exit fee vs savings on new plan
If You Were on Prepaid
Prepaid considerations:
- Unused credit is usually forfeited when you port your number
- Some providers offer partial refunds — contact them before porting
- Time your port near the end of your prepaid period to minimise waste
Do You Need to Unlock Your Phone Before Switching?
It depends on whether your phone is locked.
What Is a Network Lock?
Some phones sold by carriers are ‘locked’ to that specific network. A locked phone will only work with SIM cards from that carrier.
Example: If you bought your phone from Telstra on a contract, it might be locked to Telstra. It won’t work with a MATE or Optus SIM until unlocked.
How to Check If Your Phone Is Locked
- Try another network’s SIM: Borrow a friend’s SIM from a different provider and insert it. If it works, your phone is unlocked.
- Contact your current provider: Call and ask if your phone is locked
- Check iPhone settings: On newer iPhones, go to Settings > General > About. If it says ‘No SIM restrictions’, your phone is unlocked.
How to Unlock Your Phone
- Contact your current provider’s customer service
- Request a network unlock
- They’ll verify you’re eligible (usually requires contract completion or upfront payment)
- Unlocking is usually free if you’ve finished any contract
- Unlocking takes 1-3 business days
Important: You must unlock your phone BEFORE cancelling your old service. If you cancel first, it can be much harder to get the phone unlocked.
Common Mistakes to Avoid When Switching Providers
1. Cancelling Your Old Service Before Porting
This is the biggest mistake. If you cancel first, you lose your number permanently. Always port first — cancellation happens automatically.
2. Forgetting to Unlock Your Phone
If your phone is locked and you don’t unlock it before switching, your new SIM won’t work. You’ll need to unlock it anyway, which delays everything.
3. Not Checking Contract Exit Fees
Switching mid-contract can cost hundreds in exit fees. Check before you switch — sometimes waiting a month or two saves a fortune.
4. Providing Incorrect Account Details
If the name on your new account doesn’t match the name on your old account exactly, the port will fail. Double-check spelling, middle names, and formatting.
5. Switching During Critical Times
Don’t switch right before a big trip, important work call, or emergency situation. Allow a few days buffer in case anything goes wrong.
6. Not Backing Up Important Messages
Text messages sometimes don’t transfer between networks. Export or screenshot any important messages before switching.
Why Switch to a No-Contract Provider?
If you’re switching providers, consider choosing a no-contract option (like MATE). Here’s why:
1. Freedom to Switch Again
No-contract means no exit fees. If you find a better deal in six months, you can switch without penalties. You’re never locked in.
2. Lower Prices
No-contract providers often have lower prices because they don’t subsidise expensive phones through long-term contracts.
3. Flexibility for Changing Circumstances
Life changes — new job, moving house, budget shifts. No-contract lets you adjust your plan or cancel without financial penalties.
4. Same Networks, No Lock-In
Providers like MATE use major networks (Telstra Wholesale Mobile Network) but without contracts. You get the same coverage and speeds, just without being locked in.
Frequently Asked Questions
Can I keep my mobile number when switching providers?
Yes. Number porting allows you to keep your existing mobile number when switching to any Australian provider. It’s free and takes 1-2 business days.
How long does number porting take?
1-2 business days from when your new provider submits the port request. The actual switch happens in 1-2 hours during activation day.
Will I lose service during the switch?
Brief downtime of 1-2 hours during the actual port. You keep using your old service normally until the port completes.
Do I need to cancel my old plan before switching?
No — don’t cancel first. Your new provider handles cancelling your old service automatically when the port completes. If you cancel first, you’ll lose your number permanently.
What information do I need to port my number?
Your mobile number, current provider name, account holder name, date of birth, and account number. Some providers also require a porting authorisation code (PAC).
Can I switch providers if I’m still on a contract?
Yes, but you’ll likely pay an early termination fee. Check your contract terms to see how much it costs, and whether it’s worth waiting until the contract ends.
Do I need to unlock my phone before switching?
Only if your phone is locked to your current provider. Contact your current provider to unlock it (usually free if you’ve finished any contract). Unlocking takes 1-3 business days.
Can I switch from prepaid to postpaid (or vice versa)?
Yes. Number porting works between prepaid and postpaid in both directions. The process is the same.
What happens if the port fails?
Common reasons: incorrect account details, name mismatch, or old service already cancelled. Contact your new provider immediately — they’ll troubleshoot and retry. Your old service stays active until the port succeeds.
Will my contacts and photos transfer?
Contacts and photos stored on your phone or in cloud services (iCloud, Google Photos) are unaffected by switching providers. Only network service changes — your phone’s data stays intact.
Can I use my old SIM after switching?
No. Once your number ports to the new provider, your old SIM becomes inactive and won’t work anymore.
Do I get charged by both providers during the switch?
You might pay your old provider for service until the port completes, plus your first payment to your new provider. This overlap is typically just a few days.
Can I switch providers if I have multiple numbers?
Yes. Each number needs to be ported individually. If you have a family plan, you can port all numbers at once or separately.
What if I don’t have my account number?
Check your bill, log into your account portal, or call your current provider. They can give you your account number over the phone.
Can I port a number from overseas?
No. Number porting only works between Australian mobile providers. If you have an international number, you’ll need to get a new Australian number.
Ready to switch? Check out MATE’s no-contract mobile plans — keep your number, no exit fees, and the Telstra Wholesale Mobile Network coverage you can trust. Switch in days, not weeks.
