Can I keep my home phone/VoIP number?

In most cases, you will be able to transfer an existing home phone/VoIP number when transferring your service to us or moving house. We will do our very best to help you keep your existing phone number - this is formally known as porting.

However, this can depend on a few factors and you may not always be able to keep your existing phone number. If this is the case, we’ll let you know before we proceed with the relocation of your home phone.

We strongly recommend that you wait until the number is ported successfully before calling up to cancel the existing account. If the account is closed by the other provider before the porting has completed, then we will need to try to retrieve the number. Porting can take several business days up to 6 weeks for complex and fax lines.

The following circumstances can impact the success and timing of your number porting:

• If your home phone is currently using a copper connection and you’re moving to VoIP, we would need to keep your service active at your old address until the porting process is complete in order to ensure you keep your existing number.

• If your phone service is using a VoIP connection and already with Aussie Broadband, we can relocate your service with your existing phone number as long as you are relocating within the same state. If you’re moving to a different area, we will have to assign you a new number.

• If your phone service is using a VoIP connection and with another provider, you would need to keep your service active with your old provider until the porting process is complete in order to ensure you keep your existing number as long as you’re staying in the same state. If moving to a different area, then you will need a new number.

• If the service is closed by your previous provider before the porting has completed, then we will need to try to retrieve the number, which has a re-connection fee of $30. Porting takes, on average, 8 business days, however complex service and fax lines can take up to 6 weeks.

For more information on moving house, please refer to our FAQ here.