Most people stay with an internet provider they are not happy with because switching sounds like a weekend of hold music and a week without internet. In practice an NBN transfer is one of the more boring things you can do. Here is what actually happens.
Will I be without internet?
Usually only briefly, if at all. Because providers resell the same NBN connection, most transfers are a change of which provider is billing for your line rather than new work at your house.
Do I need to cancel my old service first?
Generally no, and doing so can cause a gap. An NBN transfer normally ends the old service automatically. Confirm the order with your new provider first.
Can I keep my home phone number?
Number portability exists in Australia for eligible numbers, but it is not automatic and it is not guaranteed for every service type. Raise it explicitly before you place the order, because it is far harder to fix afterwards.
Will I be charged an exit fee?
That depends on your current contract, not your new one. Check whether you are still in a committed term. Goodwill Connect advertises no lock-in contracts and no exit fees on its own service.
Can I keep my existing modem?
Sometimes, depending on connection type and whether the device is locked to your old provider. Ask before assuming, and ask whether a compatible device is included.
What should I have ready?
Your address, your current provider and account details, and your preferred speed tier. Some providers also ask for an AVC ID, which identifies your NBN connection.
If you are going to switch anyway, it is worth checking a provider whose margin funds local families: Goodwill Connect. Confirm contract terms, number portability and equipment with both providers before ordering.