You're paying for a 1300 number service that is not doing what you need. Maybe the routing features you were promised are locked behind add-on fees that weren't in the quote. Maybe support is slow, or staffed by an overseas call centre that can't make changes in real time. Maybe you're 14 months into a 24-month contract and calculating whether the exit fee is worth it.
Switching providers feels risky. What happens to your number? Will callers hit a dead line while the port is in progress? Is the hassle actually worth the saving?
Here is the short answer: your 1300 number is yours — it is fully portable under Australian telecommunications law. There is no period of downtime during a switch. Callers will not notice anything. The process, from signing up with a new provider to the port completing, takes roughly five to seven business days. This article walks you through every step.
Why Businesses Switch 1300 Number Providers
These are the three situations we hear most often from business owners who contact Pickle after leaving another provider.
Feature lock-behind-paywalls
The plan you signed up for listed time-of-day routing, IVR, and overflow handling as available features. What the sales call did not make clear is that "available" meant "available as paid add-ons". By the time you have stacked on the extras you actually need to run a professional inbound operation, your monthly bill is double the headline rate.
A good 1300 number plan should include routing features at the plan level — not charge you separately for each capability that makes the product useful.
Poor or overseas support
When a routing rule breaks at 8:50 am on a Monday, you cannot afford to wait two days for a ticket response. Businesses that rely on their 1300 number as a primary inbound channel need support that can make changes in minutes, not business days. If your provider's support queue sends you offshore and you are still waiting for a callback, that is a material service failure.
Locked contracts
A 24-month contract made sense when the provider explained it. It made less sense when the feature set failed to deliver and the exit clause quoted a penalty equal to the remaining months of fees. Fixed-term contracts are not inherently bad, but they are a significant risk if the provider cannot hold up their end.
Is Switching Actually Worth It?
Before initiating anything, run a quick calculation.
Step 1 — Find your real monthly cost. Take your base plan fee and add every line item: routing add-ons, per-minute charges above your included allowance, support fees, portal access fees. The number on your invoice is the one that matters, not the headline plan rate.
Step 2 — Compare against a new provider. Pickle's 1300 number plans start at $19/month (Basic), $39/month (Standard), and $69/month (Professional), with routing features included at each tier. You can review what each plan covers in detail on the Pickle 1300 numbers page. For a broader comparison of what different providers charge, see our 1300 number cost guide.
Step 3 — Check your contract. Pull out the current agreement and look for the minimum term, the notice period, and the exit fee calculation. Some contracts charge remaining months in full; others charge a flat early-termination fee.
Step 4 — Do the maths.
- If you are month-to-month: switching costs you nothing beyond the week of transition administration.
- If you are inside a fixed term: calculate your exit fee, then calculate 12 months of savings on the new plan. In many cases, switching mid-contract still puts you ahead, particularly when add-on fees are significant.
If your current total monthly cost is materially higher than an equivalent plan elsewhere, and your exit fee is recoverable within 6–12 months of savings, the switch is worth making.
The Switching Checklist
Work through this list before and during the switch. Do not skip the step about keeping your current service active — this is the most common mistake.
- Confirm your 1300 number and your current provider's name
- Locate your account number or the ABN registered with your current provider — this is required for port verification
- Review your current contract for the notice period and exit fee
- Sign up with the new provider (Pickle) and initiate the port request
- Do NOT cancel your current service until the port is confirmed complete — cancelling early will release the number and you will lose it
- Configure your routing rules in Pickle's dashboard before the port date so they are ready to go live the moment the port completes
- Test your routing after the port completes — make calls through all advertised paths (business hours, after-hours, overflow)
- Update any internal documents, email signatures, or staff guides that reference the old provider's support portal or contact details — the number itself stays the same, so nothing customer-facing changes
What "Porting" Means (and What It Does Not Disrupt)
Number porting is the process by which your 1300 number is transferred from your current provider's infrastructure to a new provider's infrastructure. In Australia, this process is governed by the Communications Alliance Number Portability Code.
What porting does not do is create a gap in service. Calls continue to route through your current provider's platform right up until the moment the port completes. At that point, routing switches to the new provider. There is no period where callers hear a dead line, an engaged signal, or an error message. The transition is seamless from the caller's perspective.
This is why configuring your routing rules on the new platform before the port date matters — you want the new system ready to answer calls the instant it takes over.
For a detailed technical explanation of how the porting process works step by step, see our guide on how to port a 1300 number in Australia.
Dealing With Your Current Contract
Month-to-month contracts
Give whatever notice your current contract requires — this is typically 30 days. Initiate the port with the new provider simultaneously. The port will complete within the notice period in most cases. Once the port is confirmed, your obligation to the old provider ends.
Fixed-term contracts
Calculate the exit fee first. Most fixed-term contracts calculate this as the remaining months multiplied by the monthly fee, or a flat early-termination charge — your contract will specify which.
Then calculate 12 months of savings on the new provider. If the savings over 12 months exceed the exit fee, you come out ahead by switching now rather than waiting out the contract. If the exit fee is higher than 12 months of savings, it is worth waiting unless the service failures are creating real business cost beyond the dollar figure.
One avenue worth trying: if your current provider has demonstrably failed to deliver contracted features or service levels, raise this formally in writing and ask whether they will waive the exit fee. Some providers will do this to avoid a formal complaint. Do not count on it, but it costs nothing to ask.
Switching to Pickle
Pickle accepts port-in requests from all major Australian 1300 number providers. All plans are month-to-month — no lock-in contracts. Routing features including time-of-day routing, IVR, overflow, and call recording are included at the plan level, not charged as add-ons.
The switch is managed by Pickle's Australian-based team. You provide the number, your current provider details, and the account or ABN used for verification. Pickle handles the port administration and keeps you updated through the process.
Before committing, Pickle offers a 7-day free trial so you can verify the platform — set up your routing, test the dashboard, and confirm it does what you need — before the port completes.
To get started, visit the Pickle 1300 numbers page or call 1300 688 588.
If you are weighing up providers before deciding, our best 1300 number provider Australia guide covers the key factors to compare. And if you are concerned about what happens to your number if a provider closes or you need to cancel in future, see what happens to your 1300 number when you cancel.
Frequently Asked Questions
Q: Can I switch providers if I'm still in a contract?A: Yes. You can initiate a port at any time regardless of your contract status. Your current provider is legally required to release the number when a valid port request is submitted — they cannot block the transfer. What they can do is charge you the exit fee specified in your contract. Calculate that fee against your projected savings before deciding whether to switch now or wait out the term.
Q: Will my customers notice anything when I switch?A: No. The 1300 number stays the same. Calls route through your current provider right up until the port completes, then switch seamlessly to the new provider. There is no gap, no dead line, and no engaged signal. Your customers will not know anything has changed.
Q: How long does the switch take from start to finish?A: The port process in Australia typically takes five to seven business days from the point Pickle submits the request. The total time from your initial sign-up to the port completing is usually one to two weeks. Pickle will confirm the scheduled port date so you can have your routing configured and ready.
Q: Do I need to tell my current provider I'm switching?A: You do not need to notify them before initiating the port — the port request itself triggers the transfer process. However, if your contract requires a written notice period, you should send that notice at the same time you start the switch to ensure the notice period runs concurrently with the port, not after it.
Q: What if something goes wrong during the switch?A: Port failures are rare but can occur — usually due to a mismatch in account details submitted for verification. If a port is rejected, Pickle will advise you of the reason and resubmit once the detail is corrected. During this time, your number continues to work on your current provider's platform, so there is no risk of losing service. Pickle's team manages the resolution directly.
Ready to make the move? Pickle's team handles the port administration for you.
Call 1300 688 588 or email [email protected] to get started.