Keeping your number when you switch

Your phone number is part of your identity. Friends, family, your bank, your doctor and your workplace all have it. The good news is that you can usually keep it when you change providers. This is called porting, or transferring, your number. This guide explains how it works, based on guidance from the Australian Communications and Media Authority (ACMA).

What porting means

Porting moves your existing number from one telco to another. Your new telco arranges it with your old telco. You don't need a new phone: for a mobile number, you just need a new SIM (or eSIM) from the new provider.

Which numbers can be ported

According to the ACMA, you can usually port:

• local landline numbers starting with 02, 03, 07 and 08;
• mobile numbers starting with 04, including prepaid services;
• freephone (1800) and local rate (13 and 1300) numbers.

Some telcos let you port an out-of-area local number, for example keeping a Melbourne (03) number when you move to Sydney. Check with your new telco.

Your rights

The ACMA says your current telco must port your number to a new telco if you or your new telco ask. Under the ACMA's rules for telcos, the losing telco can't refuse or delay the port, even if you owe it money. You'll still have to pay what you owe, and any contract obligations still apply, but the debt can't hold your number hostage.

The new telco usually accepts a port request, but the ACMA notes it doesn't have to. Check that your new provider will accept your number before you sign up.

Only active numbers can be ported

This is the most important practical point. The ACMA says only active numbers can be ported:

• a suspended number is still active, so it can be ported, but you still have to meet any contract obligations with the telco that suspended it;
• a disconnected number can't be ported, because it's no longer active. If a telco disconnects your service, you no longer have rights to the number.

So never cancel your old service before the port is complete. The ACMA's rules say the new telco must tell you not to disconnect your service.

Identity checks

Number porting has been used by criminals to take over people's mobile numbers, then intercept security codes sent by text to get into bank and email accounts. To combat this, the ACMA says telcos must do an additional identity check before porting a mobile number. This might involve sending a code to your current phone, calling the number or checking identity documents.

These checks protect you. Don't be frustrated if your new provider asks for them, and never share a porting code with anyone who contacts you unexpectedly.

How long it takes

Mobile ports are usually quick. According to the ACMA, the industry code requires 90% of mobile ports to be completed within 3 hours and 99% within 2 business days. Landline and other ports can take longer.

During the port, there may be a short period when calls or texts don't work. Avoid porting when you're expecting an important call.

What the new telco must tell you

Under the ACMA's rules, the gaining telco must:

• have your permission to start the port;
• tell you not to disconnect your service;
• tell you there may be costs for changing telcos, such as an early termination fee;
• give you information about the contract terms and conditions.

Costs of leaving

Porting itself doesn't cancel your obligations with your old provider. If you're on a contract or paying off a phone, you may have to pay an early termination charge or the remaining phone balance. Check your contract and Critical Information Summary before you switch. See leaving a contract early.

Moving a landline to the NBN

If you have a home phone and you're moving it to the NBN, the ACMA's rules say telcos must let you know whether you can keep your number before you enter a contract, must not disconnect your existing service until your NBN service is working, and must make sure you can keep using your number if you're not changing telcos.

If something goes wrong

The port is taking too long

Contact your new provider first, as it manages the port. Ask for the status and an expected completion time.

Your number was ported without your permission

If your phone suddenly loses service and you didn't ask for a port, contact your provider immediately, using another phone. Unauthorised ports can be a sign of fraud. The ACMA says that if a port is a mistake or unlawful, telcos must follow the port reversal process in the industry code. Also contact your bank and change passwords on important accounts.

Your old provider won't release the number

Your old provider must port your number when asked. If there's a problem you can't resolve with your providers, contact the Telecommunications Industry Ombudsman. See complaints and the TIO.

A switching checklist

1. Check your contract for exit fees or phone repayments.
2. Choose your new provider and check it accepts your number.
3. Keep your old service active.
4. Sign up with the new provider and ask it to port your number.
5. Complete the identity check.
6. Insert the new SIM or set up the eSIM when told.
7. Confirm calls, texts and data work.
8. Check your old provider's final bill.

eSIMs and porting

Many newer phones support eSIMs, which are built into the phone rather than inserted as a card. Porting works the same way: your new provider sends you a way to download its eSIM, often a QR code or an app, and the port moves your number to it. Follow the provider's instructions carefully, and don't delete your old eSIM until the new one is working and your number has moved.

Porting a business number

If you run a small business, your phone numbers may be printed on signs, websites and cards. The same porting rules generally apply to business mobile, landline, 1800, 13 and 1300 numbers. Plan the switch for a quiet time, tell your team, and test incoming and outgoing calls as soon as the port completes. Keep the old account active until everything is confirmed.

Common porting mistakes

• Cancelling the old service first. This is the most common and costly mistake, because a disconnected number can't be ported.
• Typing the wrong account details. The new provider needs details that match your old account, such as an account number or date of birth. Have a recent bill handy.
• Forgetting about exit costs. Porting doesn't cancel what you owe your old provider.
• Porting at a bad time. Avoid porting just before travel or when you're waiting for important calls or security codes.

After the port

Once the port is complete, test everything: make and receive a call, send and receive a text and check mobile data. Update any services that rely on your number, such as two-factor authentication apps, if your provider or phone has changed. Then check your old provider's final bill and keep a record of the date the number moved.

If calls or texts aren't arriving after the expected time, contact your new provider.

Key points

• You can usually keep landline, mobile, 1800, 13 and 1300 numbers when you switch.
• Your old telco must port your number when asked, even if you owe it money.
• Never cancel your old service first; only active numbers can be ported.
• Mobile ports require an additional identity check to protect you from fraud.
• Most mobile ports are completed within hours.