How to switch NBN provider without losing internet

Five steps from official sources: check your contract, compare using the Critical Information Summary, give the new telco your AVC ID, keep the old service running, then confirm it worked. No ranked plans. No sales call.

Disclosure: SavySaver doesn't sell or switch internet plans. We have no internet or NBN affiliate partners right now. If we add a sponsored provider or comparison link later, it will be labelled and we may earn a commission if you sign up. See Disclosures.

Step 1: Check your current contract

You may have to pay a fee to end a contract early. Checked 21 Oct 2026 (ACMA).
If you got a modem on a repayment plan, ask what you owe if you leave. Ask too whether the new telco's equipment is compatible and what it costs (telcos must tell you). Checked 21 Oct 2026 (ACMA).
If keeping your phone number matters, ask how. Telcos must tell you whether you can keep it. Checked 21 Oct 2026 (ACMA).

Step 2: Compare plans using the official documents

Critical Information Summary (CIS): use it to compare pricing and features. Read our CIS checklist. Checked 21 Oct 2026 (ACMA).
Key facts sheet: every NBN plan has one. It shows the typical busy-period download speed, what the plan suits (for example streaming), what affects speed, and which services won't work in a power failure. Checked 21 Oct 2026 (ACMA).
NBN ads must state the typical busy-period download speed and must not use "up to" for speed claims. Checked 21 Oct 2026 (ACMA).
Medical or security alarm? Check with the alarm provider that it works on the NBN. Checked 21 Oct 2026 (ACMA).

Step 3: Give the new telco your AVC ID

To move your NBN service at the same address, the new telco needs your AVC ID: "AVC" followed by 12 numbers. It's on your bill, your telco's portal or app, or you can ask your telco. Only you and your current telco can see it, so your service can't be moved without your authorisation. Checked 21 Oct 2026 (ACMA).

Step 4: Don't cancel the old service first

Telcos must tell customers who are switching not to stop their old service until the new NBN service is working. Checked 21 Oct 2026 (ACMA).
If the new telco can't get your NBN service working within 3 days, it must provide a replacement service or compensation. Checked 21 Oct 2026 (ACMA).
Before the transfer you must be told whether to expect an interruption, about any cancellation fee, and that you'll get a notice when it's done. Checked 21 Oct 2026 (ACMA).
After the switch, check with your old telco that billing has stopped and whether any equipment needs returning.

Step 5: Watch for scams and unauthorised transfers

A transfer can only happen if you agree. Be wary of cold calls pushing a "better deal" fast, and don't share your date of birth or licence number until you're confident it's legitimate. If you signed up, you have a 10-business-day cooling-off period to cancel. Checked 21 Oct 2026 (ACMA).

If something goes wrong

Complain to your telco first. Ask for a reference number. Telcos must acknowledge a written complaint within 2 working days and try to offer a resolution within 10 business days. Checked 21 Oct 2026 (TIO).
Still stuck? Contact the Telecommunications Industry Ombudsman (TIO). It's free and independent. Call 1800 062 058 or use the online form. Checked 21 Oct 2026 (TIO).

Sources: ACMA: Switch your phone or internet provider · ACMA: NBN access transfer (AVC ID) · ACMA: Choosing an NBN plan · ACMA: NBN service rules for telcos · TIO: Working with your provider · TIO: Make a complaint

General information only, not financial advice. SavySaver is an independent, anonymous Australian site.