Changing mobile provider

Changing mobile providers has become much easier over the years. In most cases, you hardly need to have any personal contact with your old provider at all; it’s usually enough to find a new plan, let the new provider know you want to sign up, and they will handle the transfer and cancel your old service for you. However, the process can vary depending on which provider you’re switching to and from, the terms of your current plan, and whether you want to keep your existing mobile number. On this page, we explain what changing providers involves and offer advice on the various steps.

How to change providers

  • Check your current contract: Find out if you’re still in a “lock-in” period or if you have remaining device payments via your provider’s website or app. If your plan is active, you can either wait until it expires or pay a payout fee to end the contract early (more on this further down).
  • Pick a new plan: Find another provider that suits you better and decide whether to go for a SIM only plan (postpaid) or a prepaid plan. Most providers now offer eSIM, which allow you to switch almost instantly without waiting for a physical card in the mail.
  • Decide on your number: Choose whether to keep your existing number or get a new one.
  • Gather your account info: If you want to keep your number, you’ll need your Account Number from your current provider (usually found on your bill or in the app).
  • Place your order: Provide your details and account number when you contact the new provider or fill in an online order to become a customer.
  • Authorise the switch: If you are keeping your number, your current provider will send a verification SMS to prevent identity theft. You must follow the prompts (usually by replying with a code) to authorise the transfer, otherwise the process will stall.

The exact process can vary slightly between different telcos, but you should find all the necessary info on the provider’s website. As you can see from the steps above, the approach also varies depending on whether you want to keep your existing number or get a new one.

If you want to keep your existing number

If you want to transfer your mobile number (called porting) to the new provider, you simply provide your current mobile number and your Account Number (for postpaid) or date of birth (for prepaid) to your new provider when you sign up.

The new provider will then initiate the switch. Once your new eSIM or physical SIM is active and the number has moved over – which usually takes between 30 minutes and a few hours – your old service will be automatically cancelled.

Please note! Do not cancel your old plan before the switch is complete. Your service must remain active for the number to be ported across to the new network.

If you don’t want to transfer your existing number

If you don’t want to keep your old number when switching, you can simply sign up for a new service and ask for a new number.

In this case, you will need to manually contact your old provider to terminate your contract. The best approach is to align the end of your old plan with the start of your new one to avoid paying for two subscriptions at the same time.

Do I need to unlock my mobile if I change providers?

If you switch telcos but want to keep using your current phone, you should check if it is “network locked.” Virtually all phones sold on a plan (postpaid) in Australia are now sold unlocked. However, if you have a budget prepaid phone, it might be locked to that specific network. 

If so, you will need to contact your old provider for an unlocking code. Some telcos charge an unlocking fee if you have owned the phone for less than 6 to 12 months.

Can you change to another provider during the contract?

Yes, but there is usually a cost if you are still paying off a device. While almost all modern Australian plans are “no lock-in” (meaning you can cancel the service at any time), you are still responsible for the cost of the phone itself.

If you have a device repayment plan active, you must pay out the remaining balance of the phone in full on your final bill. Once you have settled this payout, you are free to move to any other provider.

How much will it cost to leave?

Since most plans no longer have “cancellation fees” for the service itself, your exit cost is typically just the remaining interest-free repayments on your handset.

One thing to be careful of: if you signed up with a “monthly bill credit” or a discount on your phone, you will usually lose that discount if you leave early. This means your final payout figure might be based on the full remaining price of the phone, not the discounted monthly rate you were paying. Always check your “payout amount” in your provider’s app before you switch

Which provider should I switch to?

Choosing a new provider depends on your personal priorities. 

Here are a few things to consider:

  • Coverage: This is the most important factor. If you live in a major city, most networks will perform well. However, if you frequently travel to regional or rural areas, you should look for a provider that uses a network with extensive regional coverage.
  • Data needs: Check how much data you actually use each month. Many providers now offer “data banking”, which allows you to roll over unused data to the next month.
  • 5G speeds: While 5G is now standard on most plans, keep an eye on speed caps. Some budget-friendly plans may limit your 5G speeds (e.g., to 100 Mbps or 250 Mbps), whereas premium plans offer ‘uncapped’ speeds.
  • Bundling: Some telcos offer discounts if you bundle your mobile plan with your home internet (NBN) or other services.
  • MVNOs vs major networks: There are three main network owners in Australia, but dozens of smaller providers (known as MVNOs) use these same networks. MVNOs often offer better value on SIM only plans, while the major networks might offer more “perks” like international roaming or entertainment subscriptions.