nbn · Switching guide
How switching to Digital Soul works.
Order with us and we lodge the transfer with nbn co. You do not need to call your current provider first.
What we do, and what you do
You place the order and tell us the address and the service you want to transfer. We lodge the transfer with nbn co. Only the account holder with your current provider, or someone they have authorised, can ask us to do this.
Your current service ends when ours activates, usually within one business day of the order. You do not need to cancel with your current provider, but check for anything you still owe them first: a contract exit fee, a modem repayment or a final bill.
Is there downtime?
Yes, for a short time. Your internet drops out while nbn moves the service across, usually for about 20 minutes and up to 4 hours. Until we tell you our service is active, keep contacting your current provider for any fault.
Before you switch
- Anything bundled with your current service stops when it ends: a home phone number on their nbn service, an email address they provide, or a pay TV or streaming bundle. Keep a copy of anything you need first.
- On fibre to the premises and nbn Fixed Wireless, a transfer can leave your account with your current provider open even though the service has moved. Check their final bill and close the account yourself if they do not.
- Our service is data only. It does not carry a phone line, so calls including 000 cannot be made on it, and it does not work in a power outage. If anyone at the premises relies on a medical alarm, a back to base alarm or Priority Assistance, tell us before we transfer.
What happens to your old provider
Your service with them ends when ours activates. If we cannot complete the transfer, your current service stays as it is and everything you have paid us is refunded in full within 10 business days.
Changing your mind
You can withdraw the order at no cost at any time before activation, from My Account or by replying to your Order Confirmation.
Ready to check your address?
See every plan of ours that fits your address, and start a transfer.
nbn®, nbn co and the nbn logo are trade marks of nbn co limited and are used under licence. Digital Soul Australia is a retail service provider and is not nbn co.
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Switching FAQ
Questions people ask before they switch.
- Do I need to contact my old provider before I switch?
- No. Order with us and we lodge the transfer with nbn co. Check with your old provider for anything you still owe, such as a contract exit fee or a modem repayment, and keep a copy of anything bundled with that service, like an email address or a phone number, before it ends.
- How long does a transfer take?
- Your current service ends and ours activates usually within one business day of the order.
- Will my internet drop out during the switch?
- Yes, for a short time while nbn moves the service across. This is usually about 20 minutes, and can be up to 4 hours.
- What happens to my account with my old provider?
- It ends when our service activates. On fibre to the premises and nbn Fixed Wireless, the account can stay open with your old provider even though the service has moved, so check their final bill and close it yourself if they do not.
- Can I change my mind after I order?
- Yes. You can withdraw the order at no cost any time before activation, from My Account or by replying to your Order Confirmation email. If the transfer cannot be completed, your current service stays as it is and anything you have paid us is refunded in full within 10 business days.