Changing mobile provider

Changing mobile providers is often very straightforward – in most cases, you won’t need to have any direct contact with your old telco at all. Usually, it’s as simple as finding a new plan, letting the new provider know you want to sign up, and they’ll handle the transfer and cancel your old service for you. However, the process can vary depending on which provider you’re switching to and from, the terms of your current plan, and whether you want to keep your existing mobile number. In this guide, we explain what changing providers involves and offer advice on the different steps.

How to change providers

1. Check your current contract: Find out if you’re still in a fixed-term contract or if you have remaining interest-free device payments. You can check this via your provider’s website or app. If you’re on a fixed term, you can either wait until it ends or pay an early termination fee to leave sooner. Be aware that many pay monthly plans require a 30-day notice period. If you port your number instantly, your old provider may still charge you for a final month of service in lieu of notice.
2. Pick a new plan: Find a provider that suits your needs and decide whether to go for a pay monthly plan or a prepaid plan. By 2026, most Kiwi providers offer eSIM as standard, allowing you to switch almost instantly without waiting for a physical SIM card to arrive in the post.
3. Decide on your number: Choose whether to keep your current number or get a new one.
4. Gather your account info: If you want to keep your number, you’ll need your Account Number from your current provider (usually found on your bill or in your account app).
5. Place your order: Provide your details and account number when you sign up with the new provider online or in-store.
6. Authorise the switch: To prevent SIM-swapping scams, your current provider will send a verification SMS. You must reply to this SMS (usually with a simple ‘YES’) using your old SIM card while it is still active. If you’ve already put your new SIM in, you’ll need to swap back briefly to send the authorisation, otherwise the porting process will fail.

The exact process can vary slightly between different telcos, but you’ll find all the necessary info on the provider’s website. The approach also depends on whether you’re keeping your number or starting fresh.

If you want to keep your existing number

If you want to transfer your mobile number (known as porting) to the new provider, simply provide your current mobile number and your Account Number (for pay monthly) or your SIM serial number (for prepaid) to your new provider when you sign up.

The new provider will then initiate the switch. Once your new eSIM or physical SIM is active and the number has moved over – which usually takes anywhere from 30 minutes to a few hours – your old service will be automatically cancelled.

Please note! Do not cancel your old plan before the switch is complete. Your service must remain active for the number to be ported across to the new network.

If you don’t want to transfer your existing number

If you don’t want to keep your old number, you can simply sign up for a new service and request a new number. In this case, you need to manually contact your old provider to terminate your contract. It’s best to align the end of your old plan with the start of your new one to avoid being billed for two subscriptions at once.

Do I need to unlock my mobile if I change providers?

If you switch telcos but want to keep your current phone, you should check if it is “network locked.” In New Zealand, almost all phones sold on pay monthly plans have been sold unlocked for several years. However, if you bought a budget prepaid phone, it might still be locked to that specific network.

If so, you’ll need to contact your old provider for an unlocking code. Some telcos may charge a small fee if you’ve owned the phone for less than 6–12 months.

Can I change to another provider during a contract?

Yes, but there is usually a cost involved if you are still paying off a phone. While most modern NZ plans are no long-term contract for the service itself, you are still responsible for the cost of the handset.

If you have an interest-free repayment plan active, you will usually have to pay out the remaining balance of the phone in full on your final bill. Once that’s settled, you’re free to move to any other provider.

How much does it cost to leave?

Since most plans no longer have “cancellation fees” for the mobile service, your exit cost is typically just the remaining interest-free repayments on your device.

One thing to watch out for: If you signed up with a “monthly credit” or a specific discount on your phone, you will likely lose that discount if you leave early. This means your final payout figure might be based on the full remaining RRP of the phone, not the discounted rate. Always check your “estimated final bill” in your provider’s app before you make the jump.

Which provider should I switch to?

Choosing a new provider depends on what matters most to you. 

Here are a few things to consider

• Coverage: This is the big one. If you’re in Auckland, Wellington, or Christchurch, all networks perform well. However, if you spend time in the regions or more rural areas, check the latest coverage maps for Spark, One NZ, and 2degrees.
• Data needs: Look at your actual usage. Many NZ providers now offer data rollover(also called “carryover data”), which lets you roll over unused data to the next month, or endless mobile plans that throttle speeds once you hit a certain limit.
• 5G speeds: 5G is now the standard across Aotearoa. Keep an eye on speed caps; some “value” plans may limit your 5G speeds (e.g., to 100 Mbps), while premium plans offer the full uncapped speed of the 5G Standalone (5G SA) networks.
• Bundling: Many telcos offer significant discounts if you bundle your mobile plan with your fibre broadband or even your electricity.
• MVNO vs a major network: While Spark, One NZ, and 2degrees have their own towers, smaller providers (like Skinny, Warehouse Mobile, or Rocket Mobile) use one of these major networks. MVNOs could provide better value for SIM only users, while the major brands offer more “perks” like roaming deals or streaming subscriptions.