How do I switch or transfer my mobile service to Telstra?
Transferring your mobile number, also known as ‘porting’, is the process of moving your phone number from one telecommunications provider to another.
When you purchase a device or SIM Kit from Telstra, you can choose to keep your current mobile number or get a new one. If you want to keep your current mobile number, we can transfer it over to the Telstra network in a few easy steps:
to view our plans, or purchase and activate a Pre-Paid SIM kit
- We’ll ask you to provide your personal information to complete your transfer
- If we have any ID issues, we’ll call you on the number you gave us. We’ll also send you a text to let you know when the transfer is complete so you can start using your service
- Visit your nearest Telstra store
- Contact us to speak to a Telstra representative
We can only transfer your mobile number during these operating hours:
- Monday-Friday: 8am – 8pm (AEST/AEDT)
- Saturday, Easter Monday and Queen’s Birthday: 10am – 6pm (AEST/AEDT)
For all other times, you can submit your request and the transfer will start the next business day.
Good to know: You need to be the account holder to transfer a mobile service from one provider to another.
Yes, you can keep your existing mobile number regardless of whether you take up a month-to-month plan or a Pre-Paid plan.
Yes, when you switch your mobile service over to Telstra we’ll give you a new SIM card, which may need to be activated . It’ll have the same service number if you requested to transfer your current number.
You’ll need to provide the following details to transfer your service:
- The mobile number you want to transfer
- What type of service you’re transferring from (either a service with monthly billing, or a Pre-Paid service)
- For services which are billed, we’ll need your telecommunication provider’s account number (you can find this on your most recent bill, or if you’re heading to a Telstra shop, bring your most recent bill with you)
- Your date of birth (if you have a Pre-Paid service, it’s important that your date of birth is the same as your current provider to avoid delays in transferring the number)
- Your name and address
- An alternate contact method (e.g a different contact number or email address) where you can be reached during the transfer
- 100 points of ID
Good to know: Make sure the details you provide match your details with your previous provider. Incorrect or mismatching details may delay the transfer. If we have any issues with your request, we’ll send you a text message with your order number, and ask you to reply.
Before you can transfer your service to Telstra, we’ll send you an SMS as part of the pre-port verification process . The number that you want to transfer to Telstra needs to be active with your current telecommunication provider at the time of transfer. You’ll be able to use your existing service during the transfer process, and once it’s complete, your old service will be automatically disconnected.
Either the account number or date of birth you gave didn’t match those with your existing provider. This has delayed your transfer to Telstra. To finish transferring to us, you’ll need to:
- Contact your current provider to confirm the date of birth or account number they have
- Respond to our text message and provide the updated details
Once that’s done, we’ll send you a confirmation that your Telstra transfer is back under way.
When you move your mobile number to Telstra, the current provider you’re switching from will cancel your mobile service with them. Once your current provider does this, you may have to pay them an Early Termination Charge when you transfer to Telstra.
You may also have to pay any remaining device or accessory payments you have outstanding with that provider. It’s a good idea to check with them before placing the order.
Yes. In line with new telecommunications regulations, we’ve updated our fraud prevention measures to help stop anyone from trying to transfer your number without your permission.
We’ve added an extra security check to our online ordering process. If you’re transferring your number to Telstra, we won’t complete the transfer until we know it’s you.
Please immediately contact your current service provider. There is no need to contact Telstra as we cannot cancel it for you, as the number is in transit and is therefore not in Telstra’s systems yet.
If you suspect your service has been fraudulently transferred (including if you suspect that it has been transferred without your permission), you should immediately contact your current provider, and the Australian Federal Police or the relevant State or Territory Police immediately to report that activity. You should also immediately report that activity to Scamwatch or IDCARE. There’s no need to contact Telstra; we cannot cancel it for you as the number is in transit and is therefore not in Telstra’s systems yet.
From 30 April 2020, we’re legally required to confirm that all customers transferring (a.k.a porting) to Telstra from another carrier have legitimate access to the mobile service that they want to transfer.
This pre-port verification (PPV) authentication process has been implemented industry-wide to protect you and limit fraud, as it ensures that the person requesting the transfer has access to the service phone number.
When porting your mobile service from another telco carrier to Telstra, you’ll be required to provide the following:
- PPV code
- Your Telstra Account Number (Post-Paid customers) or date of birth (Pre-Paid customers)
- The mobile number being ported in (via a device capable of receiving SMS messages)
You’ll receive a 6-digit PPV code via SMS to the mobile number being transferred. The Telstra representative completing the port of your service will use this code to verify your request.
PPV helps us protect customers from fraud by confirming the legitimacy of a port request before it’s completed. Ensuring that a customer has access to the mobile service they’re requesting to port helps reduce the risk of fraud from illegitimate porting.
I don’t want to complete the PPV process. What happens to my order if PPV isn’t completed?
Not only is PPV a legal requirement, but it’s designed to protect customers from fraud. We need you to complete the PPV process to protect all our customers. Your mobile service will not be ported to Telstra without successful completion of the PPV process.
My phone is damaged and it therefore cannot receive the SMS code. What do I do?
Please come to any Telstra store and we’ll lend you a phone so that you can receive the SMS code. Alternatively, you can insert your SIM into another compatible phone.
I’ve lost my mobile phone and/or SIM card, so I can’t receive the SMS code. What do I do?
You can still verify in any Telstra store using personal identification. All documents sighted must be valid and not expired, other than an Australian passport:
- Two Category A documents identifying you
- One Category A document and two Category B documents, identifying you
Category A documents
Item Description of document 1 Australian State or Territory Driver’s Licence issued in the name of the customer by a Commonwealth, State or Territory Department or agency 2 Australian Passport with an expiry date in the future or no more than 2 years in the past 3 A birth certificate issued by an Australian State or Territory government 4 A foreign military ID card 5 A current foreign passport issued by a foreign government which contains a valid entry stamp or visa issued by the Australian government 6 Australian citizenship certificate issued by the Commonwealth government 7 Certificate of identity or Document of identity issued by the Department of Foreign Affairs and Trade (or by any subsequent Commonwealth Department responsible for issuing a like Certificate of identity or Document of identity at the relevant time) 8 Immicard issued by the Department of Home Affairs (or the Commonwealth Government Department responsible for issuing Immicards at the relevant time) 9 Indigenous Community Card issued by Services Australia (or the Commonwealth Government agency or department responsible for issuing Indigenous Community Cards at the relevant time) 10 Firearms licence issued by an Australian State or Territory Police force and which includes the customer’s photo 11 Aviation Security Identity Card issued by a body which is authorised by the Commonwealth government agency or department responsible for giving an entity authorisation to issue an Aviation Security Identity Card and which includes the customer’s photo 12 Maritime Security Identity Card issued by a body which is authorised by the Commonwealth government agency or department responsible for giving an entity authorisation to issue a Maritime Security Identity Card and which includes the customer’s photo 13 Australian Government Issued Photo ID card (employee ID) issued by the relevant Commonwealth, State or Territory government and which includes the customer’s photo 14 Defence Highly Trusted Token issued by the Australian Department of Defence (or the Commonwealth Government Department responsible for issuing Highly Trusted Tokens at the relevant time) 15 Defence Force identity card issued by the Australian Defence Force and which includes the customer’s photo 16 Police identity card issued by an Australian State or Territory Police Force and which includes the customer’s photo 17 Prisoner identity card issued by the relevant Australian State or Territory prison authority and which includes the customer’s photo 18 A trade (work or business) licence issued by an Australian State or Territory government and which includes the customer’s photo (e.g. trade licences, real estate agents, security agents etc.) 19 Tangentyere Community ID card issued by the Tangentyere Council (or an organisation which replaces the Tangentyere Council) and which includes the customer’s photo 20 Proof-of-Age card issued by an Australian State or Territory government and which includes the customer’s photo 21 Australia Post Key Pass issued by Australia Post and which includes the customer’s photo 22 Working with Children/Vulnerable card issued by a State or Territory government and which includes the customer’s photo
Category B documents
Item Description of document 1 Bank or financial institution card, passbook or statement issued by a bank, credit union or building society. Card statements or passbooks must cover at least 6 months of financial transactions and be in the individual’s name. The individual’s signature must be on the card and their current address on the statement or passbook. Documents from foreign banks or institutions are not acceptable 2 Medicare Card 3 Post-Paid Telecommunications Billing Record issued by an Australian telecommunications company, which must be a statement of account for a post-paid carriage service issued in the previous 12 months, showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring 4 Rates Notice issued by an Australian local government council issued in the previous 12 months, showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring 5 Student ID card issued by an Australian tertiary education institution, Australian secondary school, TAFE or registered training organisation 6 Concession and health care card issued by Services Australia or the subsequent agency or Department responsible for issuing concession and health care cards 7 Veterans affairs card issued by the Department of Veterans’ Affairs 8 Tenancy agreement or lease being a current formal agreement or lease showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring 9 Motor vehicle registration for a vehicle registered in an Australian State or Territory, being current registration papers with the individual’s name, address and proof of payment, showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring 10 Electoral enrolment, being proof of electoral enrolment showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring 11 Seniors card issued by a State or Territory government to a resident in that State or Territory who is 60 years of age or over 12 A utility account showing the same name and address given by the customer to the gaining carriage service provider prior to a port occurring
I don’t have cellular coverage to receive the SMS code. What do I do?
Many carriers can now send an SMS over Wi-Fi. Please try connecting to Wi-Fi and then ask us to resend the code.
I accidentally deleted my SMS code/I never received the code. How do I get a new code?
Don’t worry, we can send you another. You can even request another code yourself through our online shop.
I want to transfer a device that cannot receive an SMS or call. What do I do?
Please contact us to discuss your options.
My code no longer works. What do I do?
Your SMS code only works for 24 hours. Don’t worry though, we can send you another. You can even request another code through our online shop.
I’ve entered my code incorrectly too many times online, or resent the SMS code too many times online. What do I do?
Don’t worry, please contact us for help. Alternatively, you can just wait 24 hours and then try again later.
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