How to Switch Mobile Providers in Australia Without Losing Your Number
Keep the mobile number active, confirm the new provider accepts the port, complete identity checks, and separate the number transfer from old contract, device and final-bill obligations.
Confirm the number can move
Only an active number can be ported. Ask the new provider to accept the port, organise it with the old telco, and complete the required identity checks. A suspended number may still be active, but a disconnected number cannot be ported as an active service.
Check the account holder name, mobile number and identity details before submitting the request. The new telco must have your permission and may verify the request by SMS, a call or identity documents.
Keep the old mobile service active
Do not disconnect the old service before the port is complete. Closing the service first can remove your rights to the number, while an accepted request still does not guarantee that every port will complete without delay or interruption.
Ask the new telco how it will confirm completion. Keep the order, consent, identity-check record and completion notice, and test incoming calls and messages before treating the transfer as finished.
Separate the number from the old contract
Keep device obligations under the old contract separate from the number transfer: check any handset repayments, cancellation amount, remaining services and final bill against the Critical Information Summary and current contract. Porting a number does not clear those obligations.
There is no universal port completion time or fee for every provider, number and request. Obtain the current provider-specific amount and timing rather than treating a general estimate or example charge as a promise.
Check the replacement plan
Compare coverage, data, calls, roaming, billing cycle, price-change terms and support before accepting the new plan. Read the new Critical Information Summary and confirm whether the SIM, eSIM or device setup can be completed without affecting the active old service too early.
If other services share the old account, ask what the mobile port changes and what remains open. Save the new contract and the old provider's final account status separately.
Escalate a port problem with evidence
Raise a missing number, unauthorised transfer, incorrect charge or incomplete port with the telco first. If it is not resolved, the Telecommunications Industry Ombudsman can take a complaint after the provider has had an opportunity to respond; it does not submit the port or guarantee an outcome.
SubsCraft tip: Record the requested port date, completion notice, new-plan start, device balance and final bill as separate items until the old account is settled.
