Your business phone number is on your website, your vehicles, your invoices, and in your clients’ contact lists. It may have taken years to establish recognition around it. The last thing you want when switching to a new phone system is to lose it – or to have it go dark for days while the transfer processes.
The good news: you do not have to lose it. Number porting lets you bring your existing phone number with you when you move to a VoIP provider, keep it working throughout the process, and have it active on your new system from the moment the port completes.
The not-so-good news: number porting in Australia has specific rules, categories, timeframes, and rejection triggers that catch businesses off guard when they have not been briefed properly. A wrong character in an account name, a feature still attached to a line, or a missed document can delay your port by weeks – or get it rejected and charged a fee before you even start again.
This guide explains the entire VoIP number porting process for Australian businesses: what it is, how it works, what types of numbers can be ported, what documentation you need, how long each type takes, why ports get rejected and how to prevent it, and what to do on cutover day to protect your business continuity.
We manage the porting process for businesses across Sydney as part of our VoIP phone system and hosted PBX services. The guidance here reflects what actually happens – not what the forms say.
What Is VoIP Number Porting?
VoIP number porting (formally called Local Number Portability, or LNP) is the process of transferring your existing phone number from its current carrier to a new VoIP provider, while keeping the number identical and active throughout.
When the port completes, calls to your number are routed to your new VoIP system instead of the old one. Your clients dial the same number. Nothing changes on their end. Everything changes on yours – in a good way.
Number portability in Australia is governed by the Australian Communications and Media Authority (ACMA) under Chapter 10 of the Telecommunications Numbering Plan 2025. The ACMA requires that all carriers and carriage service providers support number portability for geographic, mobile, freephone (1800), and local rate (1300) numbers. You have a legal right to port your number. Your current provider cannot refuse a valid porting request.
Why this matters more now than ever:
The NBN copper network shutdown completed in 2025. Every Australian business that was still on a legacy PSTN or ISDN line has now been – or is being – migrated. For many businesses, this is a forced porting situation. Understanding the process is no longer optional.
What Numbers Can Be Ported to VoIP in Australia?
Not all number types use the same porting process or timeline. Here is what can be ported and the key differences:
Geographic Landline Numbers (02, 03, 07, 08 prefixes)
These are standard Australian landline numbers assigned to a geographic area code. They can be ported to VoIP using the Local Number Portability (LNP) system.
Geographic numbers are the most commonly ported numbers for businesses. The process is well-established and, when documentation is correct, relatively fast.
Can be ported: Yes, to any VoIP provider in Australia.
1300 and 1800 Numbers
These are non-geographic numbers. 1800 are freephone numbers (caller pays nothing). 1300 are local rate numbers (caller pays a local call rate from a landline).
Important: 1300 and 1800 numbers do not use the standard LNP porting system. They are registered in the ACMA Smart Numbers database, and what you are doing is not technically a port – it is a carrier assignment transfer. You own the Right of Use (ROU) for the number; you are changing which carrier delivers calls to it.
The practical effect is a longer, more document-heavy process. You will need to provide your Smart Numbers account credentials or ROU transfer documentation, depending on your new provider’s process.
Can be ported/transferred: Yes, but expect a longer timeline and confirm your new provider explicitly supports 1300/1800 hosting before you begin.
13 Numbers (6-digit)
Operated under the same Smart Numbers framework as 1300/1800. Same transfer process applies, with similar timelines.
Mobile Numbers (04xx)
Mobile numbers can be ported between mobile carriers. Porting a mobile number to a VoIP residential service is generally not supported by most Australian VoIP providers. However, some providers support porting a mobile number to a hosted PBX or unified communications system – confirm with your new provider before assuming.
100-Number Indial Ranges (DDI/DID Blocks)
Businesses with large indial ranges (e.g., 02 9xxx 0000 through 02 9xxx 0099) can port the entire range as a block. This is a Special Port or Complex Port process and requires additional documentation and coordination between carriers. Timeline is longer than a single-number port.
Numbers that generally cannot be ported:
- Numbers with complex attached services that have not been removed first (e.g., advanced call routing features on the losing carrier’s platform)
- Numbers on prepaid services
- Numbers that have been disconnected (a disconnected number cannot be ported – you must request reconnection first)
- Numbers with outstanding balances on the account at the losing carrier
Understanding Port Categories in Australia
Australian number porting uses a category system. The category determines the process, timeline, and cost for your port.
Category A (Simple Port): A single number with no complex or attached services. This is the fastest and cheapest port type. Most standard geographic business landline numbers qualify as Category A.
Category C (Complex/Special Port): Multiple numbers ported simultaneously (up to 100 from the same account), or numbers that have attached complex services. Category C requires more coordination between the gaining and losing carriers and takes longer.
The practical rule: If you have complex call routing, hunt groups, ISDN features, or any add-on services on your current number, remove them and wait two business days before submitting a porting request. Then submit as a Simple Port. This is consistently faster and cheaper than submitting as a Special Port.
Porting requests are most commonly rejected due to incorrect details – and each rejection typically incurs a fee before you can resubmit. Getting the category and the information right the first time saves time and money.
How Long Does VoIP Number Porting Take in Australia?
Timeframes vary by number type and port category. Use these as realistic planning benchmarks:
Number Type | Port Category | Typical Timeframe |
Geographic landline (Cat A, simple) | Simple Port | 2–10 business days |
Geographic landline (Cat C, complex) | Special Port | 5–15 business days |
1300 / 1800 number | Carrier assignment transfer | 5–20 business days |
100-number indial block | Special Port | 10–20+ business days |
Mobile to mobile carrier | MNP | 90% within 3 hours, 99% within 2 days* |
*Per the Communications Alliance Industry Code C570:2024, mobile number porting service levels require 90% of ports completed within 3 hours.
Plan for the upper end of these ranges when scheduling your system cutover. Delays caused by documentation errors or carrier back-and-forth are common, and building in buffers prevents a situation where your new system is ready but your numbers have not yet been transferred.
For 1300 and 1800 numbers: Plan 3–4 weeks from decision to go-live. These transfers involve coordination with the ACMA Smart Numbers database and can be slowed significantly by documentation issues. Confirm with your new provider that they support 1300/1800 hosting before starting – not all VoIP providers do.
The VoIP Number Porting Process: Step by Step
Here is exactly what happens from start to finish.
Step 1: Confirm Your New VoIP System Is Ready
Before submitting a port request, your new VoIP system should already be set up and tested. Extensions, call routing, IVR menus, voicemail, and ring groups should all be configured and working on a temporary number.
Do not port your primary number to a system that has not been fully tested. If a configuration issue appears on cutover day, you want to discover it before your main number lands there – not after.
Step 2: Gather Your Documentation
This is where most ports fail. The information on your porting form must match the losing carrier’s account records exactly – character for character. Obtain a recent invoice (less than 3 months old) from your current provider and use that as your reference document. Do not guess from memory.
You will typically need:
- Account holder name (must match the carrier’s records exactly – “Pty Ltd” vs “Pty. Ltd.” can cause a rejection)
- Account number or SPIN (Service Provider Identification Number)
- Service address on the account
- The phone number(s) to be ported
- A recent invoice from the current provider
- For 1300/1800 numbers: Smart Numbers account credentials or ROU documentation
- For businesses: ABN may be required
Double-check every field. The most common rejection reason across all porting requests is incorrect account information – a name that does not match, an old address still on the account, or a wrong account number. This is preventable.
Step 3: Remove Complex Services From the Line
If your current number has any add-on services – call diversion, hunt groups, ISDN features, advanced call routing managed by your current provider – have these removed before submitting the port.
After removing features, wait at least two business days before submitting the porting request. This allows the losing carrier’s systems to update.
Submitting a port request while complex services are still attached results in a Special Port process (slower and more expensive) or an outright rejection.
Step 4: Submit the Porting Request to Your New Provider
Your new VoIP provider (the gaining carrier) submits the port request to the losing carrier on your behalf. You provide your documentation; they handle the carrier-to-carrier coordination.
Your provider will verify your information against your invoice before submitting. If anything looks mismatched, a good provider flags it before submission rather than letting it be rejected at the losing carrier’s end.
At this point, your porting request enters the LNP system and a port date is negotiated between carriers.
Step 5: Receive Your Port Confirmation Date
Once the losing carrier validates your request, a Firm Order Commitment (FOC) date is issued. This is the date and time your port will complete.
For geographic numbers, the FOC is typically within the 2–10 business day window. Keep your current service active until the FOC date – do not cancel your existing service before the port completes, or the number may be released back to the carrier’s pool and become unavailable.
Step 6: Prepare for Cutover Day
On the FOC date, your number will transfer at a specific time – usually a window within business hours.
Before cutover:
- Inform key staff and clients of the transition window if relevant
- Ensure your new VoIP system is fully configured and tested
- Have a mobile number available as a backup contact during the cutover window
- Confirm your internet connection and QoS configuration is in place (call quality depends on it – see our QoS configuration guide)
Typical downtime during cutover: Near zero for a well-managed port. The transition happens at the carrier level – calls reroute to the new system. Most businesses experience no interruption at all. The brief window where calls may not connect (typically under five minutes) should occur during a scheduled low-traffic period if possible.
Step 7: Test Thoroughly After Cutover
Immediately after the port completes, test every number that was ported:
- Call in from an external mobile or landline and verify the call routes to the correct destination
- Test voicemail, IVR menus, ring groups, and any call routing rules
- Make outbound calls and verify the correct caller ID is displayed
- Test fax lines if applicable (some fax numbers require specific VoIP fax handling configuration)
Do not test from internal extensions or devices on the same VoIP system – this can produce false results. Use an external mobile or a colleague’s personal phone.
Step 8: Cancel Your Old Service (After Testing)
Only cancel your old service after:
- You have confirmed all ported numbers are routing correctly
- You have verified outbound caller ID is correct
- You have completed a full day of normal call volume on the new system
Do not rush the cancellation. Keep the old account active (you are not receiving calls on it, but it serves as documentation insurance) for at least 30 days after the successful port.
Why Number Ports Get Rejected – and How to Avoid It
Port rejections are frustrating, costly, and avoidable in most cases. Each rejection typically incurs a fee before you can resubmit. Here are the most common rejection reasons and exactly how to prevent them.
Incorrect Account Information
The most common rejection reason by a significant margin.
The account holder name, address, or account number on your porting form does not match what the losing carrier has on file. This does not have to be a big difference – “Smith Consulting Pty Ltd” vs “Smith Consulting Pty. Ltd.” can be enough to trigger a rejection.
Prevention: Pull a recent invoice from your current provider. Use it as your source document. Copy every field from the invoice exactly as it appears – do not retype from memory or old paperwork.
Outstanding Balance on the Account
If you owe money to your current provider, they can delay or block the port until the balance is settled.
Prevention: Check your account for any outstanding invoices and pay them before submitting the porting request. Also check for any disputed charges that may have been placed on the account.
Complex Services Still Attached
Hunt groups, ISDN features, call diversion managed by the carrier, or other add-on services associated with the number prevent a Simple Port submission.
Prevention: Contact your current provider, ask for all add-on services to be removed from the number you want to port, wait two business days, then submit.
Early Termination Fees or Contract Lock-in
If you are under a fixed-term contract with your current provider, they may enforce early termination fees. They cannot block the port itself – your right to port is protected by ACMA regulation – but they can require payment of ETFs before releasing the number.
Prevention: Check your contract terms. Factor ETFs into your switch decision. Note that the NBN copper shutdown may give you grounds to exit a contract early without penalty if your service has been materially affected – check with your provider or the Telecommunications Industry Ombudsman (TIO) if you believe you are being unreasonably held.
The Number Is Not on the Account
Sometimes a number you believe is under your account is actually registered under a different account name – a subsidiary, a trading name, a previous owner of the business, or a director’s personal account.
Prevention: Contact your current provider and confirm exactly which account each number to be ported is registered under. If numbers are split across multiple accounts, each may require a separate port submission.
The Number Has Been Disconnected
A disconnected number cannot be ported. The number must be active on the losing carrier’s network for a port to be accepted.
Prevention: If a number has been accidentally disconnected, request reconnection from your current provider before submitting the porting request. This can add weeks to the timeline.
Documentation Mismatch for 1300/1800 Numbers
For 1300 and 1800 number transfers, the ACMA Smart Numbers account credentials or ROU documentation must match the registered account holder. If the Smart Numbers registration is under a different name from the business applying for the transfer, additional documentation is required.
Prevention: Log in to the ACMA Smart Numbers portal before starting a 1300/1800 transfer. Confirm the registered account holder name and contact details. Ensure these match the information you will provide to your new provider.
Number Porting and the NBN Copper Shutdown
This is the context many guides miss entirely – and it is directly relevant to every Australian business in 2026.
Telstra’s NBN copper network shutdown completed in 2025. Every premises that was still on the old copper PSTN (analogue or ISDN) has either already migrated to NBN or is in the forced migration process.
What this means for number porting:
If your business was using an old PSTN or ISDN phone system connected to the copper network, that service is now or will shortly be disconnected at the infrastructure level. You cannot keep using your numbers on the old system because the old system will not exist.
This is a forced migration – but it is also an opportunity. Rather than migrating to a basic NBN voice service from your existing provider (which replicates the old system with minimal improvements), this is the right moment to migrate to a hosted VoIP PBX that delivers genuine capability improvements: remote working, mobile apps, call recording, CRM integration, and the flexibility described in our softphone vs desk phone guide.
The number porting process for a copper shutdown migration follows the same steps as any other port. The key difference is timing – if your copper service has already been disconnected and you have not yet initiated a port, act immediately. A disconnected number that is not ported goes back into the carrier’s number pool and can be reassigned.
Our VoIP services and business internet solutions are designed specifically for this migration path.
1300 and 1800 Number Transfers: The Different Process
Because these are among the most important numbers for Australian businesses – and because the process is genuinely different – it warrants specific coverage.
What you own: You hold the Right of Use (ROU) for the 1300 or 1800 number. The number is registered to you in the ACMA Smart Numbers database. What you are changing is which carrier is assigned to deliver calls to that number.
The process:
You will need to provide your Smart Numbers account details to your new provider. They coordinate the carrier assignment change through the Smart Numbers system. Unlike LNP porting, this is not a carrier-to-carrier automated process – it involves manual steps and approval from the ACMA database system.
Timeline: Allow 5 to 20 business days for straightforward transfers. Allow 3 to 4 weeks if there is any documentation complexity. This is longer than geographic number porting, and businesses frequently underestimate it when planning a migration.
Before you start: Log into smartnumbers.com.au, verify your account details are current, and confirm your new provider supports 1300/1800 number hosting (not all VoIP providers do – confirm explicitly).
During the transfer: Your 1300 or 1800 number continues to route calls through your old carrier during the transfer process. There is no gap in service – calls route to your old system until the carrier assignment is switched to the new provider, at which point they route to your new system.
After the transfer: Configure your routing rules on the new platform. 1300 and 1800 numbers support sophisticated routing – time-of-day routing, geographic routing (different destinations based on caller area code), overflow routing, and call recording. These capabilities may be significantly more advanced on your new VoIP platform than on your old carrier’s service.
Business Continuity: Keeping Calls Moving During a Port
The most common business concern about number porting is service disruption. Here is how to protect against it.
Keep your current service active until the FOC date. Do not cancel your existing service before the port completes. Your current numbers remain on your old system until the moment the port completes – so your old system is your safety net.
Set up your new system completely before the port date. Your new VoIP system should be fully configured, tested, and handling calls on a temporary number well before your primary number ports across. Staff should be trained, call routing should be verified, and any integration with CRM or other systems should be confirmed.
Schedule the port for a low-call-volume period. If your new provider allows you to specify a porting window, choose a time when call volume is lowest – early morning or late afternoon on a Tuesday or Wednesday rather than Monday morning or Friday afternoon. The transition window is brief, but minimising its impact is straightforward.
Have mobile numbers ready for the cutover window. Brief relevant staff: if a call cannot connect during the cutover window (which should be minutes at most), have a direct mobile number available as a temporary fallback.
Test immediately after cutover. Call your number from an external mobile. Verify the call routes correctly. Test voicemail. Make an outbound call and verify the caller ID. Do this within minutes of the expected port completion time.
For more on ensuring call quality from day one, see our QoS configuration guide – proper network configuration is what determines whether your ported number delivers clear calls on your new VoIP system.
A Real-World Example: Porting a Sydney Accounting Firm’s Numbers
A six-partner accounting firm in Sydney contacted CodeHyper when their NBN migration notice arrived from Telstra. They had two geographic numbers (02 9xxx XXXX main line and a second direct number), one 1300 number used in their advertising, and a fax number.
They had three months before their copper service was scheduled for disconnection.
We set up their hosted PBX environment immediately – extensions, IVR menu, voicemail to email, and ring groups – using temporary numbers so everything could be tested before any porting began.
For the two geographic numbers, we submitted Category A (Simple Port) requests with documentation pulled directly from their most recent Telstra invoice. Both ports completed within five business days with no rejections. We scheduled the cutover for 7:30am on a Tuesday – before the phones got busy.
The 1300 number required the firm to log in to Smart Numbers and verify their account details. There was a mismatch – the account was registered to one of the original partners who had left the practice four years earlier. We worked with the firm to update the Smart Numbers registration first, which added one week to the timeline. The carrier assignment transfer completed in twelve business days after that.
The fax number was ported and configured on the hosted PBX with T.38 fax-over-IP. The firm replaced their physical fax machine with a software fax solution integrated with their document management system.
Total timeline from engagement to all numbers live on the new system: six weeks. Zero call disruption. All numbers retained.
If your business is approaching an NBN migration or wants to switch to a hosted VoIP system, contact our team for a no-obligation assessment.
VoIP Number Porting Checklist
Use this before and during your porting process.
Before submitting your port request:
- New VoIP system fully set up and tested on a temporary number
- Recent invoice (under 3 months old) from current provider obtained
- Account holder name confirmed – matches invoice exactly
- Account number or SPIN confirmed from invoice
- Service address confirmed from invoice
- All complex services removed from lines to be ported
- Two business days waited after removing services
- Outstanding account balance checked and cleared
- Contract terms reviewed – ETFs identified if applicable
- For 1300/1800: Smart Numbers account credentials confirmed and account details current
During the port:
- Port submission confirmed with your new provider
- FOC (Firm Order Commitment) date received and noted
- Current service kept active until FOC date
- Staff briefed on cutover window
- Mobile backup numbers ready for cutover window
After cutover:
- Inbound calls tested from external mobile (not from the same VoIP system)
- Outbound calls tested – correct caller ID displayed
- Voicemail tested
- IVR menu tested end to end
- Ring groups and call routing verified
- Fax lines tested (if applicable)
- Old service cancellation scheduled for 30 days post-port
Related Reading
These CodeHyper guides cover the VoIP and phone system topics that go alongside a number porting project:
- What Is VoIP Technology – How VoIP works and why it needs different network handling from a PSTN line
- VoIP Number Australia – How Australian VoIP numbers work and what you can do with them
- Hosted PBX – The phone system platform your ported numbers will live on
- Softphone vs Desk Phone – Choosing the right devices for your new VoIP setup
- QoS Configuration – Ensuring call quality on your network after porting
- Why Business VoIP Provider Saves More Than Money – The full business case for switching to hosted VoIP
- Business Internet – The NBN connection that underpins your VoIP system
Frequently Asked Questions
What is VoIP number porting?
VoIP number porting (formally called Local Number Portability, or LNP) is the process of transferring your existing phone number from its current provider to a new VoIP provider, while keeping the number active and unchanged. Under the ACMA Telecommunications Numbering Plan 2025, all Australian carriers must support number portability for geographic, mobile, freephone (1800), and local rate (1300) numbers. You have a legal right to port your number – your current provider cannot refuse a valid request.
How long does number porting take in Australia?
For a single geographic landline number (Category A Simple Port) with correct documentation, typical timeframes are 2–10 business days. Complex ports with multiple numbers or attached services take 5–15 business days. For 1300 and 1800 numbers, the carrier assignment transfer process typically takes 5–20 business days – plan 3–4 weeks from decision to go-live for these numbers. Mobile number porting between mobile carriers is typically completed within hours, with 90% of ports completed within 3 hours under Australian industry service levels.
Can I keep my current phone number when switching to VoIP?
Yes. This is the purpose of number porting. Your existing geographic landline, 1300, and 1800 numbers can all be transferred to a VoIP provider. The process is governed by ACMA regulation and your current provider cannot block a valid porting request. Once ported, your number works on your new VoIP system exactly as it did before – clients dial the same number and experience no change.
Why would a number port be rejected?
The most common rejection reasons are incorrect account information (name, address, or account number not matching the losing carrier’s records exactly), outstanding balances on the account, complex services still attached to the line, and the account holder details not matching. Each rejection typically incurs a fee before you can resubmit. Prevention is straightforward: pull a recent invoice from your current provider, use it as your source document for all form fields, remove complex services before submitting, and clear any outstanding balance.
Is there downtime when porting a number?
For a well-managed port, downtime is near zero. Your current number continues to route to your old system until the Firm Order Commitment (FOC) cutover time. At that moment, routing switches to your new VoIP system. The transition is typically seamless – most businesses experience no interruption. The key is having your new system fully configured and tested before the cutover date, so that the moment the port completes, calls route correctly.
What is the difference between porting a geographic number and transferring a 1300/1800 number?
Geographic numbers (02, 03, 07, 08 prefixes) are ported using the LNP system – a carrier-to-carrier automated process. 1300 and 1800 numbers use a different mechanism: because you own the Right of Use (ROU) for the number registered in the ACMA Smart Numbers database, changing providers is a carrier assignment transfer rather than a traditional port. The process is more manual, takes longer (5–20 business days), and requires Smart Numbers account credentials or ROU documentation. Confirm your new provider supports 1300/1800 hosting before starting.
Do I have to cancel my old service before porting?
No – and you should not. Keep your current service active until after the port completes and you have confirmed all numbers are routing correctly on your new system. Cancelling your old service before the port completes can cause the number to be disconnected, which prevents porting and potentially results in the number being returned to the carrier’s pool. Only cancel your old service after successful testing of the ported number, and wait at least 30 days as a precaution.
Can I port my number if I am still under contract with my current provider?
Your right to port your number is protected by ACMA regulation – your current provider cannot block the port. However, if you are under a fixed-term contract, they can require payment of early termination fees (ETFs) before releasing the number. Check your contract terms before initiating the port. If the NBN copper shutdown has affected your service, you may have grounds to exit the contract without ETFs – contact the Telecommunications Industry Ombudsman (TIO) if you believe you are being unreasonably prevented.
What happens if my number port is rejected?
A rejected port typically incurs a fee before you can resubmit. Identify the rejection reason from your new provider (they will receive a reason code from the losing carrier), correct the issue in your documentation, and resubmit. Common resolutions: fix the account holder name or address by checking against your invoice, remove complex services from the line and wait two business days, or clear an outstanding balance. If you cannot determine the rejection reason, your new provider should be able to escalate with the losing carrier for clarification.
What documents do I need to port my business number?
You will need: a recent invoice (under 3 months old) from your current provider showing the account holder name, account number, service address, and the number(s) to be ported. For businesses: your ABN may be required. For 1300/1800 numbers: your Smart Numbers account credentials or ROU documentation. Your new VoIP provider will give you their specific porting form and advise on any additional requirements for your number type.
