How to change NBN providers
1. Review your current internet contract and plan
You’ll need to review your current home internet plan and contract before cancelling your plan or switching providers. Check to see if there are cancellation fees, which may apply if you’re on a contract rather than a month-to-month plan.
If you added a modem to your plan, it may have been advertised as a ‘free’ or $0 modem. However, these deals often require you to stay connected for a set period, like 24 or 36 months. To avoid paying a modem non-return fee if you cancel before that period is up, you may need to pay off the cost of the modem or return it to your old provider.
Once you know if you’re free to switch internet providers worry-free, don’t cancel your current internet plan just yet. There are a few more steps you need to take first.
2. Compare your plan options
It’s important to do your research before changing NBN providers to ensure you’re getting a good deal by switching. You can compare a wide range of internet plans and providers with Canstar’s free comparison tool.
The main thing you’ll need to consider is which NBN speed tier will best suit your needs, but keep in mind that accessing the fastest NBN speeds requires a Fibre to the Premises (FTTP) or Hybrid Fibre Coaxial (HFC) connection type.
Once you know which speed tier you need, set a realistic budget to help you narrow down your NBN provider choices. You may also want to consider extras like a home phone, if you want to bring your own modem, and if you’re interested in bundling with home phone, mobile or even energy plans.
If you value customer service, you can check out Canstar’s Most Satisfied Customers award for NBN providers to see which telcos Aussies rate best.
3. Check and prepare your equipment and devices
Once you’ve decided to switch NBN providers, check any devices that you have that rely on an internet connection, such as medical alarms, fire alarms and security systems. You should ensure access to any important devices won’t be compromised during the switchover.
If you have a home phone number that you want to keep, you’ll need to make your new provider aware that you’d like to port your number across.
Also, if you're using an email address connected to your old internet plan, you may also want to forward future emails to another account, or back up any important messages before disconnecting.
4. Switch your plan
Once you’ve selected your new plan, follow the sign-up prompts and enter your details. If you need a new modem, you may be able to add a pre-configured device from your new provider during the sign-up process. You may also be able to add a home phone to your plan if required.
As part of the NBN switching process, you may be asked to provide an Access Virtual Circuit Identifier (AVC ID). This is a 15-digit code that identifies your current internet service and is used by your provider to specify your connection.
You can find your AVC ID on your internet bill or through your provider’s online account portal or app — it’s the code beginning with ‘AVC’.
5. Wait for the change
Once everything is ready to go, you just need to wait for your internet service to switch from your old provider to your new provider. This process can take anywhere from a few minutes to a couple of business days. But in most cases, the switchover should be complete within an hour.
Your new provider may notify you when your new service is up and running. Once you’ve tested that your devices are able to connect to the internet with no issues, you can move on to the final step.
6. Cancel your old NBN plan
Once your new internet plan is active, you’ll need to cancel your old service. In some cases, your new provider may look after this on your behalf, but you should still get in touch with your old provider to make sure.
When cancelling, you’ll generally need to pay a final bill and may also have additional fees to pay, such as early termination charges or outstanding modem costs. In some cases, your old provider may ask you to return the modem that was included with your old plan.
You may also want to ask for a clear disconnection date from your old internet provider, so you can ensure you’re not getting accidentally charged for a plan you’re no longer connected to.
How to change internet types
If you’re switching to the NBN from another internet type, you can follow the general steps above. Make sure the network is available at your home, select and buy your plan, and cancel your old service.
Customers unhappy with their NBN performance may be able to switch to home wireless or mobile broadband, satellite internet or a non-NBN fibre network.
How to switch from NBN to home wireless broadband or mobile broadband
Switching from an NBN plan to a wireless plan, such as home wireless broadband (also known as 4G home internet or 5G home internet) or even a mobile broadband plan, is a much simpler process.
Mobile broadband is designed to be portable and is great for tablets and laptops. Home wireless broadband is marketed as a home internet solution, and is probably more suitable if you’re looking to replace your NBN plan completely.
While you’ll most likely need a new modem, once you’ve signed up to your new plan and have your new modem up and running, your new wireless internet connection should go live virtually straight away after activation. All you’ll need to do after your wireless plan is up and running, is to cancel your NBN plan.
How to switch to a different fibre internet type
There are more fibre internet networks out there than just NBN. Depending on your location, you may have access to non-NBN fibre networks, such as OptiComm, Spirit, or Lightning Broadband, or be able to connect to other fixed-line networks operated by providers including TPG and iiNet. However, these fibre options aren’t available everywhere and are more likely to be offered in new development areas or in apartment blocks.
Usually homes are connected to one fibre network — whether that’s NBN or a different fibre internet provider. It could be possible to get your home connected to another fibre network, however it’s a more complicated process to switch from one fibre network to another. You may need a technician to visit your home to set up your service, which might involve additional costs.
If you are able to switch from one fibre network to another, the process should be similar to changing NBN providers. You’ll need to ensure all your equipment is compatible with your new service, sign up to your new plan, and then cancel your old internet plan after your new service is up and running.
How to cancel your internet plan
Cancelling your internet plan will require you to contact your provider directly, either over the phone or through online chat or account portals.
How to cancel Telstra internet
Telstra offers several options for cancelling your internet service.
- Call 13 22 00, say ‘disconnect’ when prompted
- Use the online chat on the My Telstra app to cancel — home phone services can be cancelled under the ‘services’ section of the app, whereas internet service requires you to message Telstra
- Sign in to your ‘My Telstra’ account via web browser, go to ‘Services’ and select ‘Manage internet’ to cancel.
How to cancel Optus internet
Customers can call or message to cancel an Optus internet plan.
- Call 1300 555 241 (Mon-Fri between 8am-7pm AEST, Sat between 9am-6pm AEST)
- Message in the My Optus app
- Message via My Account on your web browser.
How to cancel Vodafone internet
You can cancel a Vodafone internet plan online or by calling customer service.
- Online chat function via the My Vodafone app
- Call 1300 650 410 from any phone or 1555 from your Vodafone phone
- If you’re overseas, call +61 426 320 000
- To close a Vodafone NBN service, call 1300 801 122.
How to cancel TPG internet
TPG requires you to call customer service before cancelling our internet plan.
- Call 13 14 23 to cancel or close your TPG account
- If you’re overseas, you can call +61 2 9007 3023 to close or cancel your TPG account.
How to cancel Dodo internet
Dodo requires customers to call or submit an online request in order to cancel their plan or switch internet providers.
- Call 13 36 36 (13 Dodo)
- Visit the MyDodo website and submit a cancellation request.
How to cancel AGL internet
You can cancel your AGL internet service through phone or online chat.
- Call 131 245 (Mon-Fri between 8am-6pm AEST/AEDT)
- Online chat via the AGL website.
How to cancel Origin internet
Origin internet customers will need to call the telco and verbally confirm that they wish to cancel their internet plan.
- Call 1300 980 711 to cancel or close your Origin internet plan
- Origin does not cancel plans over online chat, so you'll need to call.
How to cancel Superloop internet
Superloop requires customers provide 30 days' notice to cancel an internet account.
- Call 1800 57 87 37 (Mon-Fri between 8.30am-10.00pm AEST)
- Log into the Superhub online account portal or use the Superloop app.
How to cancel Aussie Broadband internet
Aussie Broadband customers will need to request account closures via the telco's customer service number.
- Call 1300 880 905 (Mon-Sun between 8am-12am AEDT)
- Verbal confirmation is required so plans cannot be cancelled through Aussie Broadband's online portal or live chat.
How to cancel internet plans from other providers
If your internet provider isn’t listed above, the best way to find out how to cancel your NBN or internet plan is to check your provider’s website. It’s likely that your provider will also require you to call or use an online chat function to cancel.
