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How to change your internet provider
Changing internet providers doesn't need to be a chore. Whether you're unhappy with your current plan or just looking for a better deal, there are only 4 easy steps involved in switching NBN providers.
Before you make plans to change NBN providers, it's a good idea to take stock of your existing plan and any hardware.
If you plan to BYO modem to the new provider, double-check that your modem isn't locked to your current provider. If it is, you might need to ask your provider to unlock it.
Keep in mind that some internet providers, such as TPG and Exetel, require 30 days notice to cancel your NBN service.
Its terms and conditions stipulate that you must pay for charges up to the end of the notice period. In cases like these, you might want to time your cancellation notice to match the end of your last billing period to avoid paying for an extra month you don't want.
If your NBN plan was on a contract (eg. 24 months), and if you're leaving before that period ends, chances are there will be some fees to pay. You should check if there are any fees you'll need to pay for leaving early, such as cancellation and modem fees.
Moving house? Confirm which type of NBN connection you'll have in your new place. This will help determine if your current modem is compatible and whether you need any extra pieces of tech, like an NBN connection box.
Step 2: Compare NBN plans and providers
With the sheer number of NBN plans available, making a decision about which plan you'd like to sign up for can be overwhelming. Think about your reasons for switching. Are you after:
A better deal?
If you've been with your current internet provider for over a year, chances are, you could be getting a better price for a similar plan. Shop around to compare plans and you might be surprised by what extra features or sign-up discounts another provider might be offering.
Better service?
Read reviews, talk to friends and family and research online. When looking at crowdsourced online reviews, use common sense. Fake reviews are becoming more common. See if you notice a trend across different review sites such as TrustPilot or Product Review to confirm if reviews are from real customers.
Faster speed?
With many providers offering similar typical evening speeds these days, one way to separate them is to see how reliable these speeds are. Each quarter, the Australian Competition and Consumer Commission (ACCC) ranks the most reliable NBN providers in Australia. A higher ranking means more reliable advertised speeds. Taking stock of what you actually use the internet for will also help determine what speed you need. If you only email or browse the web, you can get by with slower speeds, but if you frequently play games or stream in 4K, you'd want a faster connection.
Step 3: Sign up to your new provider
Once you've considered all your options and made a choice that's right for you, it's time to sign up to your new provider.
If you're staying at the same address and choosing to BYO modem, it could be as fast as a few hours or the next business day.
Moving house? It's good practice to sign up at least a few days to a week before you need your plan. That way, if there are issues with the delivery or set-up of your new modem, or the connection itself, you won't be stranded without any internet.
Keep in mind: If you're moving to a new development that's not already connected to the NBN, you may be charged $300 to connect your premises to the NBN.
Step 4: Transfer any data and break up with your old provider
If you've got an email or phone service connected to your old NBN provider that you'd like to keep, you'll need to transfer these before you close your account. Otherwise you will lose emails and contacts, or your landline phone number.
Email: Your provider should assist you with transferring your emails and contact information to a third-party service like Google Gmail or Microsoft Outlook. Remember any data you don't transfer may be lost when you close your account.
Home phone service: Arrange for your landline phone number to be transferred before you switch from your old service. If your old service ends before you transfer, you will lose your existing home phone number.
Once you've confirmed any data transfers and paid any outstanding bills, it's time to cancel your plan with your old NBN provider.
Keep in mind: Your new provider may not automatically cancel your old NBN connection when you switch. Calling up yourself provides peace of mind that everything has been organised.
Finder survey: How hard do Australians find switching internet plans in different states?
Response
WA
VIC
SA
QLD
NSW
Somewhat difficult
50%
39.26%
44%
49.75%
44.73%
Easy
38.68%
47.78%
34.67%
38.07%
42.81%
Very difficult
11.32%
12.96%
21.33%
12.18%
12.46%
Source: Finder survey by Pure Profile of 1006 Australians, December 2023 Data for ACT, NT, TAS not shown due to insufficient sample size. Some other states may also be excluded for this reason.
Who's the most popular provider?
Telstra is the most popular broadband provider, according to our consumer sentiment tracker data (November 2023). The top providers were Telstra (39%), Optus (19%), TPG (9%), iinet (7%), Belong (5%), Vodafone (4%), Aussie Broadband (4%) and Tangerine (2%).
Compare NBN plans
Pop in your address below to find NBN plans tailored to your connection type at your address, or compare NBN plans yourself.
It's important to remember when switching internet providers to review the terms and conditions of your current retailer. Even if you aren't in a lock in contract some like Exetel can have a 30-day cancellation policy. So if you don't cancel beforehand you might get stuck paying for 2 plans at once for a month like I did.
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Frequently asked questions
The process of changing to another NBN provider should take between 1 and 2 business days.
But there are factors that could affect this
You can use the internet as normal until your new provider lets you know they've completed the switch. That's when it's time to set up a new modem or reconfigure your old one to the new provider.
Generally, yes. As long as the technology you're using (for example NBN) isn't changing, it's possible to keep the same modem.
Most providers have lists of compatible modems available on their websites with instructions for configuration. You can always check the details of your modem and confirm with your new provider that it will function normally.
Some providers may not let you BYO modem. For example, Telstra automatically includes a 4G back-up modems in its NBN plans.
The following providers offer BYO modem NBN plans, allowing you to save on modem fees:
Accord
AGL
ANT Communications
Aussie Broadband
Australia Broadband
Belong Broadband
Bendigo Telco
Clear Networks
Dodo Broadband
Escapenet
Exetel
Flip
Foxtel Broadband
Future Broadband
Goodtel Broadband
iiNet
Inspired Broadband
Internode
IPSTAR
Kogan Broadband
Launtel
Mate Broadband
Moose Broadband
More
MyOwntel
Optus
Origin Broadband
Pennytel Broadband
Southern Phone
SpinTet
Sumo
Superloop
Swoop Broadband
Tangerine Broadband
Telechoice
Tomi
TPG Broadband
Vodafone Broadband
Westnet Broadband
Yes. It's your responsibility to cancel your old plan. It won't automatically cancel like your phone plan does when you transfer a phone number.
You can cancel whenever you like in the process, but it's a good idea to get in touch with your old provider early to find out your last billing date. That way, you can make sure your new plan is set up around the same time and avoid paying for 2 plans at once.
But if you cancel too early before your new plan is set up and ready, you could face a period without internet. You'd want to make sure everything is okay with your new provider.
If you're renting and your home or apartment is already connected to the NBN, you can simply follow the 4 steps above to switch to a new provider.
Some landlords may make certain requests on where the NBN equipment is installed.
Yes, switching is easier than you would think. Technology has come a long way in recent years to the point that changing NBN providers is faster and more efficient than ever. It can be done in as few as 4 steps, with some switches active after as little as 2 hours.
With most NBN providers offering no-lock-in contracts on their plans, you could switch as often as you'd like. Just keep in mind that promotional offers are only available to new customers.
A good timeframe would be to compare NBN plans every 6 months (which is usually when promotional offers end) to make sure you're still getting a competitive deal. While it might sound inconvenient to do it this frequently, it's good practice to do this if you want to save money.
Mark Neilsen is a writer at Finder, specialising in streaming, broadband and mobile. He looks for deals on all those services and keeps you abreast of any changes to see what's worth it for you. He has over 20 years' experience in print and digital media and while at Finder, Mark’s expertise has been featured in Yahoo Finance, The New Daily, Ad News, Tech Guide and news.com.au. In his time at Finder he has done over 300 articles on streaming, mobile and broadband. In his time away from Finder he is trying to get through the watchlists of the 11 streaming services he is currently subscribed to. See full bio
Mark's expertise
Mark has written 65 Finder guides across topics including:
How I want to use a different internet provider with my iiNet modem but only has iiNet or sister companies in the set up wizard. How else do I configure please?
Finder
MaiMay 15, 2019Finder
Hi Lana,
Thank you for reaching out.
The set up wizard will not allow you to choose other providers aside from iiNet and its sister company. You may need to do manual configuration. You have to contact your incoming NBN provider to assist you with manual configuration of your iiNet modem that will match with their settings.
Hope this helps! 😊
Kind Regards,
Mai
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How I want to use a different internet provider with my iiNet modem but only has iiNet or sister companies in the set up wizard. How else do I configure please?
Hi Lana,
Thank you for reaching out.
The set up wizard will not allow you to choose other providers aside from iiNet and its sister company. You may need to do manual configuration. You have to contact your incoming NBN provider to assist you with manual configuration of your iiNet modem that will match with their settings.
Hope this helps! 😊
Kind Regards,
Mai