How to Switch NBN Providers Without the Hassle

Switching NBN providers is simpler than most people expect. You sign up with the new provider, they arrange the transfer, and your old service is cancelled automatically. In most cases there is no technician visit, no downtime worth worrying about, and nothing you need to do with your old provider.

The main reason people stay on a bad plan is the assumption that changing will be a hassle. Here is what actually happens.

Before you switch: three things to check

• Are you still in a contract? If you signed a fixed term, check for exit fees. Many providers, including Goodwill Connect, have no lock-in contracts at all.
• Are you paying off hardware? If your modem was bundled into the plan, you may need to finish paying it off.
• Do you use your provider’s email or phone service? A provider-branded email address usually stops working when you leave, so move to an independent address first.

The switching process, step by step

1. Check what is available at your address. The technology at your property determines which speeds you can get.
2. Choose your plan. Compare typical evening speeds rather than maximum speeds, since evening is when the network is busiest.
3. Sign up with the new provider. They initiate the transfer with NBN.
4. Do not cancel your old service yourself. This is the step people get wrong. Cancelling first can leave you disconnected and can slow the transfer down. The switch cancels it for you.
5. Connect your modem. You may need new settings, which your provider will supply.

Will I lose internet during the switch?

Usually only briefly, if at all. Because both services run over the same NBN connection, most transfers happen with little or no interruption. If you already have an active NBN connection, the change can often happen within a day or two. A new connection at an address without active service takes longer.

Do I need a new modem?

Often not. Most NBN-compatible modems work across providers, though you may need to update the connection settings. Some providers lock their supplied modems, so check before assuming.

Make the switch count for something

If you are going to the effort of switching, it is worth thinking about where your money lands. Goodwill Connect is an NBN provider for Greater Sydney owned by House of Sadaqa, and gives 100% of its profits to supporting local families in need. Same internet, no lock-in contracts, and the profit does something useful. We handle the transfer paperwork for you.

Frequently asked questions