Upside down and laugh emoticons

Switching NBN providers can be quite a daunting task and often a lot of hassle. The switch might have you wondering: How long does it take? What’s it going to cost? How long is my internet going to be down for? Are there any cancellation fees? How long am I going to be stuck on hold for?

Worry no more! We’ve put together a handy play-by-play guide so you know exactly what to expect.

How much does it cost to switch NBN providers?

If you’re on a month-to-month contract, check how much notice you need to give to your current provider before you cancel. This is called the ‘notice period.’ In most cases, you only need to give 30 days’ notice. Sometimes this can be more or less, it’s always good to know this so you can get your new service up and running!

If you’re on a fixed-term contract then early termination or cancellation fees typically apply. These fees are usually calculated based on how many months you have remaining in your current contract and can be up to a few hundred dollars.

Reach out to your current NBN provider and find out what these charges may be. You can also work these out by having a look at your CIS (Critical Information Summary) which your provider must supply to you when you first signed up.

Tip: If you’re not consistently receiving the speeds you’re paying for and your service provider is unable to deliver these speeds, you may be able to open a conversation with them about releasing you from your contract early.

Selecting a new NBN provider

When selecting a new NBN provider, it helps to do your research to find a provider you trust! Speeds, plans, price, local support and service, best logo, principal partnership of NBL championship-winning teams, RAC member discounts, and more 😉

Contention Ratio
A crucial aspect of reliable NBN service delivery is the provider’s contention ratio. ‘Contention’ is the term used to describe how many users are attempting to use a provider’s total available capacity. A low contention ratio will be the difference between the superfast internet freeway and peak time buffer-to-buffer crawl during peak time (7pm - 11pm). Ask your prospective service provider about their contention ratio and capacity.

Keen to know a bit more about what contention is? Check out our blog post on How contention ratios can affect your NBN speeds.

Customer Reviews
Customer reviews can provide insight into a provider’s speed and service. Check out Google and Facebook reviews, and dedicated customer review websites like Product Review. Community Facebook groups can also be helpful, as speeds and service can differ greatly depending on your location. Ask your neighbours about Pentanet and we’re sure you’ll be pleasantly surprised! 🤓

Initiating the switch: Transfer, don’t cancel!

You do not need to take any action with your current NBN provider before initiating a transfer to a new service provider. Your new provider will initiate the transfer for you.

Important: Do not cancel or schedule a cancellation with your current provider while transferring to a new provider. If your service is ‘cancelled’ as opposed to ‘transferred’, downtime could be up to 5 business days. Yikes!

How long does it take to switch over to a new NBN provider? Is there downtime?

Generally, switching to a new NBN provider (or ‘churning’) should take around 24-48 hours during business days. During this time, you should be able to use the internet with your existing provider, until you receive the new provider’s completion notice. Then, just plug in your new router and follow the instructions!

Here at Pentanet, we’ll only initiate the transfer once you have your router ready. That way, as soon as the transfer is complete, you simply plug in the router and you’re good to go!

Should I cancel my existing provider straight away?

To minimise downtime, have your new provider transfer the service away from your existing provider, instead of cancelling. Cancellations can take five days to complete, often blocking the ability for your new provider to transfer or connect a service.

Hot tip: It's best to contact your original provider AFTER the transfer has been completed to make sure they cancel your account, just in case they don’t stop your service and continue to send bills.

What if I have a 30 day notice period?

The best option is to schedule the transfer to happen one week prior to the end of the 30 day notice period. By doing so, you minimise the chance of downtime resulting from the 5 day cancellation period.

Do I need a new router?

Possibly! Service provider supplied routers (or ‘branded’ routers) are often locked to that provider’s network. In this case, you’ll need a new router.

Store-bought routers should work with most NBN providers and will need to be re-configured to your new provider’s network with the settings they supply once your transfer is complete.

Some routers just aren’t meant to be. We’ve gathered a list of routers which are known to be incompatible on the Pentanet network. You can check that out, here: Which modem/routers are incompatible with Pentanet services ?

Not sure which router to pick or unsure if yours is compatible? Our friendly, local team are always willing to lend a helping hand and find the best router for your needs or check compatibility.

Do I need to be home for provider change over?

Luckily, the switch over process is all handled remotely on both NBN and your new provider’s side. No on-site visits or technicians required!


And that’s all there is to it. Armed with our step-by-step guide, switching to WA’s favourite superfast internet couldn’t be easier! Ready to make the switch? Check out our reliable, local nbn™ plans here.

Looking for superfast internet? Enter your address below to see what's available at your home or business.

Pentanet Logo
Team Pentanet

The Pentanet team have been connecting West Aussies to the cutting-edge internet and cloud gaming technologies they deserve since 2017. The team has grown a lot in this time, but we’ve managed to maintain our playful startup culture and fierce passion for what we do!

Pentanet was the RISE Business Awards WA Employer of the year in 2020, ranked 28 in the Deloitte Technology Fast 500™ Asia Pacific 2020, and is a 2021 Finalist for the AIM WA Pinnacle Award for Emerging Business Excellence.

We bring people together digitally and IRL to share unforgettable experiences and memorable moments — next-level internet is just a given.