Unhappy with your NBN provider? In Geelong I help customers switch all the time, and most are surprised at how little is involved. The new provider does all the work. Here’s exactly what happens, step by step.
That's the full switch — including the seconds (or zero) of actual downtime when the line moves between providers. The new ISP does all the work; you just need a power point.
Don’t cancel the old provider first. The new one handles it. Cancelling early is how people end up paying both at once.
Sign up with the new provider. They handle everything. 5-10 business days later, you’re switched. Usually no downtime, no technician visit, no equipment changes.
The switching process
Sign up with your new provider
Go to the new provider’s website and sign up. You’ll need your address and current account details. That’s it — you don’t need to contact your old provider first.
New provider contacts NBN
Your new provider requests the “port” from NBN Co. This transfers your NBN connection from the old provider to the new one. You don’t need to do anything.
Old provider is notified
NBN Co notifies your old provider of the transfer request. Your old provider may contact you to “save” you — you can ignore this if you’ve decided to switch.
Switch happens (5-10 business days)
On the scheduled date, NBN switches your connection. This usually happens overnight with minimal (seconds to minutes) or zero downtime.
Update your router settings (maybe)
If your new provider uses different connection settings (PPPoE vs IPoE), you may need to update your router. They’ll tell you if this is required.
What you might need to do
Most Switches
- Sign up online
- Wait 5-10 days
- Done
If Connection Type Changes
- Sign up online
- Update router username/password
- Wait 5-10 days
If New Router Required
- Sign up online
- Receive new router
- Plug it in
- Wait 5-10 days
Before you switch, log into your current provider’s portal and check their cancellation terms. Look for notice periods or equipment return requirements. Don’t get surprised by an extra month’s charge.
When switching takes longer
In some cases, a technician visit IS required:
- Technology change — Switching from FTTN to FTTP (if your area got upgraded)
- New installation — If you’re moving house at the same time
- Connection issues — If NBN detects a problem during the switch
These are exceptions, not the norm.
Your right to switch
Under Australian Consumer Law, you have the right to switch providers. No provider can “refuse” to let you go, though they might:
- Offer you a better deal (you can accept or ignore)
- Remind you of contract terms (if you’re in one)
- Charge early termination fees (if applicable)
Most NBN plans today are no lock-in, meaning you can leave anytime without penalty.
The bottom line
Switching NBN providers is not complicated:
- Pick a new provider
- Sign up on their website
- Wait 5-10 days
- Done
The friction you feel is psychological, not practical. If your current provider isn’t delivering, don’t waste time — just switch.
Need help deciding?
Not sure which provider to switch to? Check out my unsponsored NBN provider guide or get in touch for personalised advice.
or call 0489 998 445
Related reading
- The best NBN providers in Australia (no ads, no sponsorship) — Unbiased provider recommendations
- Does your NBN provider actually matter? — Why ISP choice matters on NBN
- Diagnose your internet — what tier you actually need before switching
Common questions
Will I have downtime when switching NBN providers?+
Usually no — or only seconds to minutes. The switch typically completes overnight. In the rare case something goes wrong (which is more likely if your underlying NBN line has a fault), you might be without internet for an hour or so until the new provider picks it up.
Do I need a technician visit to switch?+
No, in almost every case. You're using the same NBN infrastructure — just a different company selling you access. The only exception is if you're also changing the underlying NBN technology (for example, taking a Fibre Connect upgrade from FTTN to FTTP at the same time).
What about my modem and router?+
If you own them, you keep using them. If your old provider supplied equipment, check their return policy — some want it back, some don't care. If your new provider uses different connection settings (PPPoE vs IPoE), you may need to update your router with new credentials. They'll send you the details.
Do I have to cancel my old provider before signing up with the new one?+
No — and you generally shouldn't. The new provider's port request automatically triggers cancellation with your old one. The exception is providers with notice periods (Superloop's 30 days is the main culprit), where you'll want to give notice before the switch to avoid an extra month's bill.
Can I keep my landline phone number?+
Usually yes. If you have a phone service through your NBN provider, ask the new provider about porting. Most can transfer your number — give them a few extra days for the port to complete.
Will my speed change just because I switched providers?+
It can. Same NBN tier, different ISP, different result during peak hours — because it depends on how much CVC capacity each provider has bought at your local POI. A well-provisioned ISP at the Geelong POI can give noticeably better evening speeds than a budget one.
Provider policies may change. Always check current cancellation terms with your provider before switching. See the full content disclaimer.
Serving Geelong, Surf Coast, and Bellarine Peninsula.
Why Oh WiFi · 0489 998 445 · hello@whyohwifi.com.au