Changing your mobile or business phone provider should not mean telling every customer, supplier, friend and family member that your number has changed. So, can I keep my phone number? In most cases, yes. The process is called number porting, and it allows an eligible number to move from one provider to another while remaining the number people already know.
The key is to let your new provider manage the move before you cancel anything with your current one. A few simple checks can prevent an avoidable delay, an unexpected bill or a period without service.
Can I keep my phone number when changing providers?
Most Australian mobile numbers can be ported between providers. This applies whether you are moving from a major carrier to a smaller provider, changing plans or bringing several staff mobiles under one account. Your number stays the same, but the network service and billing arrangement behind it change.
Many fixed-line and business numbers can also be ported, including local geographic numbers and, in some cases, 1300 and 1800 numbers. These moves can take more planning because the number may be tied to a particular address, phone system, service type or call-routing arrangement.
Porting is not automatic just because you ask for it. Your new provider needs to verify that you are entitled to move the number and that the details they hold match the records held by your existing provider. If the information does not match, the port may be rejected until it is corrected.
Keep your current service active until the port is complete
The most useful rule is also the easiest to overlook: do not cancel your old service first. When a mobile number is ported successfully, the old mobile service is usually disconnected as part of the transfer. Cancelling beforehand can make it harder, and sometimes impossible, to recover the number.
This is particularly relevant for prepaid mobiles. Make sure the service is still active and can receive SMS messages, as you may need a verification code during the porting process. Check that the number has not expired due to a lack of recharge or activity.
For businesses, avoid cancelling an existing phone or internet service until you understand what else sits on the account. A business number may be connected to a hosted phone system, alarm line, EFTPOS terminal, lift phone, fax service or call diversion. Moving one service without reviewing the wider setup can interrupt something that matters to day-to-day operations.
What information do you need to port a number?
Your new provider will generally ask for the phone number, the name of the account holder and details that identify the current service. For a mobile number, this may include your account number, date of birth, business ABN or a recent bill. You will also need to confirm that you are authorised to make the change.
Accuracy matters. Use the details exactly as they appear on your current provider’s account. A shortened business name, an old residential address or an account number missing a digit can stop the request from progressing.
If the service is in a company name, make sure the person submitting the request is listed as an authorised contact. It is common for an office manager or IT consultant to organise a move, but the existing provider may only accept authority from a director or nominated account contact. Sorting this out before the scheduled change saves time when a business is trying to meet a go-live date.
How long does number porting take?
A straightforward mobile port often completes within a few business hours, though timing can vary. You may experience a short period where calls, texts or mobile data do not work while the number transfers between providers. It is sensible to plan the move for a time when you can handle a brief interruption rather than immediately before travel, a major event or a busy workday.
Fixed-line and business number ports are less predictable. The timeframe can depend on the service being moved, the current provider’s records, whether hardware needs to be installed and how the number is configured. A simple local number move may be relatively quick, while a multi-site business with a cloud PBX, SIP trunks and call queues needs a planned migration.
For a business, speed is not always the main goal. A carefully staged change can be worth more than the fastest possible port. It gives your team time to test handsets, voicemail, call forwarding, reception menus and after-hours routing before customers rely on the new system.
Check the costs and commitments before you move
Keeping your number does not necessarily mean every part of your old account disappears without a final charge. If you are on a mobile plan with a handset repayment, you may still owe the remaining device balance. Any early termination charges, unbilled usage or outstanding amounts can also appear on your final invoice.
Promotional credits deserve attention too. A plan may have a discounted rate or included credit that ends when you leave. For residential customers, this is usually a straightforward cost comparison. For businesses with multiple mobiles, internet and voice services, it is worth reviewing the full account so one change does not create an unplanned expense elsewhere.
Also confirm whether your new plan suits how you use the service. A lower monthly fee may look attractive, but it needs to cover the data, international roaming, call requirements and support your household or team actually needs. The right move should reduce complexity, not simply shift it to another bill.
Special cases that need extra care
Some numbers and services sit outside a standard mobile port. If any of these apply, speak with your new provider before submitting a cancellation or committing to a change date:
- A number is attached to a security alarm, medical alert, lift phone or other critical service.
- Your business has a 1300, 1800 or virtual number with complex call routing.
- You are moving a fixed-line number to a new address or to a cloud phone system.
- The current account is in someone else’s name, such as a former employee, previous business owner or family member.
- You are transferring several numbers and need them to change over at the same time.
These situations do not always prevent a port, but they may require extra authorisation, technical checks or a planned cutover. For example, a local number can be subject to geographic service rules, while a business number may have call flows that need rebuilding before it is moved.
What happens to contacts, messages and voicemail?
Your phone number can move, but not everything associated with the old service necessarily follows it. Contacts saved to your mobile, SIM card or cloud account should remain available, but it is still wise to back them up before changing SIMs or phones.
SMS messages stored on your device generally stay on the device. Voicemail is different. Messages held by your old provider are usually not transferred to the new service, so listen to and save any important messages before the port date. You may also need to record a new voicemail greeting once the new service is active.
For businesses, update voicemail, auto-attendant greetings and staff directories as part of the change plan. If your number is used on business cards, Google listings, email signatures or vehicles, the benefit of porting is that those materials can remain accurate. That familiarity is often one of the strongest reasons to keep an established number.
Frequently asked questions
Can I port a number if I have lost my SIM?
Usually, yes, provided the service is active and you can meet the provider’s identity and authorisation checks. However, SMS verification may be more difficult without access to the old SIM. Tell the new provider early so they can explain the available verification process.
Can I keep my mobile number if I move interstate?
Yes. Australian mobile numbers are not tied to a geographic area, so moving interstate does not normally affect your ability to keep the number. Fixed-line geographic numbers are different and should be checked before you relocate.
Will I be without a phone while the number is porting?
There can be a short outage while the transfer takes place. Keep your old SIM in the phone until it stops working, then insert and activate the new SIM as instructed. For business services, arrange a change window and temporary call-routing plan where continuity is critical.
Can a business keep its existing main number?
Often, yes. Before proceeding, map every service connected to that number and confirm how incoming calls, extensions, after-hours calls and emergency requirements will operate after the move. This is where direct support and a tailored plan make a real difference.
A phone number is more than a string of digits. It is how customers reach your business and how people reach you when they need an answer. Before changing providers, take a moment to check the account details, keep the existing service active and choose a provider prepared to guide the process. HM Telecom can help households and businesses make that change with clear advice, direct contact and fewer moving parts.