Keep a Landline Number When Switching NBN: The Safe Sequence

To keep a landline number when switching NBN, treat the phone transfer as its own part of the move. A working new internet connection does not prove the old number has followed you. The most important practical step is to keep the existing phone service active until the receiving provider confirms the port is complete.

Quick answer

To keep a landline number when switching NBN, ask the new provider to confirm it can accept the number and organise the transfer. Keep the existing phone service active until the port is complete. Internet activation and phone-number transfer may finish at different times, so test incoming and outgoing calls before closing the old account.

Keep a landline number when switching NBN: ask before ordering

Tell the new provider the number you want to retain and the address where it will be used. Ask whether it can accept that number on the exact plan you are considering. Some internet-only products do not include a suitable voice service.

ACMA’s portability guide says local numbers can usually be transferred, but the receiving telco does not have to accept every request. If moving to another area, ask specifically about out-of-area numbers. Do not infer acceptance from a generic “keep your number” banner.

Get the answer in writing or retain the order confirmation. If keeping the number is essential, make that requirement clear before agreeing to an installation date or cancelling anything with the old provider.

Match the account details exactly

Have a recent bill ready with the account holder’s name, account number, service address and phone number. Use the provider’s secure process to supply the information it requests. Small mismatches can lead to a rejected or delayed transfer.

If the account is in another person’s name, arrange the appropriate authority rather than guessing their details or sharing a password. Business, multiple-number and specialised services may require a different process from a single residential number.

Ask the receiving provider whether any additional information is needed for a bundled or older service. The point is to submit one accurate request, not several competing requests that make it harder to identify which order is active.

Leave the old phone service active

ACMA states that only active numbers can be ported; disconnected numbers are no longer available through the ordinary transfer process. Aussie Broadband’s guidance similarly advises waiting for successful porting before cancelling the existing account.

If you have already given notice, contact the old provider and explain that a number transfer is pending. Ask how to prevent an early disconnection and tell the new provider about the situation. Do not assume the two systems will reconcile a conflicting cancellation automatically.

Continue meeting valid account obligations during the handover. A port does not erase outstanding charges or equipment costs. Ask for help if affordability is an issue rather than allowing the account to fall into an unclear status.

Track two completion dates

Write down one date for internet activation and another for number transfer. The first may happen earlier. A temporary number or working outgoing calls through the new service also does not necessarily mean incoming calls to your old number have transferred.

Keep any message about a failed or delayed port. Ask the new provider which detail needs correcting and who will resubmit the request. Avoid cancelling and restarting the entire order unless it tells you that is necessary.

Plan for timing without promising a deadline

ACMA describes individual local-number ports as generally taking 8–15 days, with more complex ports taking longer. Aussie Broadband also warns that complex and fax services can take several weeks. These descriptions are planning guidance, not a guaranteed completion date for your order.

Ask what interruption to expect and how you will be notified. If the number is used for important appointments or family contact, provide an alternative contact method temporarily. Confirm any alarm or specialised-equipment implications with its supplier.

If a promised date passes, follow up using the port reference. Ask for the reason, the next action and a revised estimate. A precise update is more useful than repeatedly submitting new online orders.

Test the number after completion

Call the home number from another ordinary phone and confirm that the intended handset rings. Then make an outgoing call and check any required caller identification. Test voicemail and other features through the provider’s instructions.

Do not call emergency services merely to test the connection. If a medical alarm or monitored device uses the service, arrange an approved test with its provider. A successful voice call is not proof that every connected device will function correctly.

For equipment and outage considerations, see our NBN home phone plan guide. Keep troubleshooting focused: report whether the issue concerns incoming calls, outgoing calls, the displayed number or the handset itself.

Close only what no longer needs to remain

After the port succeeds, contact the old provider to check what remains active. Broadband, add-ons or another number may not end in the way you expect. Ask for the effective closure date and final bill rather than assuming every service disappeared with the port.

Check modem-return obligations and any outstanding device payments. Keep proof of return where required. Reconcile final charges with the contract and the date each service ended.

Our no-lock-in NBN guide explains why a flexible contract can still have costs to check. If comparing a new package, compare internet options only after confirming that the voice requirement is supported.

If the number has already been disconnected

Contact the old and new providers immediately and explain whether the disconnection was an error or an intentional cancellation. Ask who currently holds the number and what recovery process applies. Keep all order and cancellation records.

ACMA describes rules for reissuing numbers disconnected in error while they are quarantined. That is not a reason to assume every intentionally cancelled number can be recovered or that recovery will be effortless. Seek a specific assessment promptly.

If the providers cannot resolve the matter, use their formal complaints process and ask about the Telecommunications Industry Ombudsman. Record the impact and requested remedy clearly, without creating additional conflicting transfer requests.

Sources and review

The CompareUs Editorial Team checked ACMA and Aussie Broadband on 28 September 2026. This narrowly focused checklist covers number retention, not a guaranteed transfer timeframe. Confirm the receiving provider’s current acceptance, equipment and account requirements.