do I need to cancel my previous internet provider when I switch to MATE?

When switching to a new nbn provider, it’s important to make sure your connection moves across smoothly, so you don’t end up without internet or paying for two services at once.

Don’t cancel your current service too early

You should always keep your existing nbn service active until your new connection with MATE is up and running – and you’ve confirmed it’s working. Cancelling too early may leave you without internet.

How your nbn technology affects the switch

The process depends on the type of nbn connection you have:

• Fibre to the Premises (FTTP) and Fixed Wireless: These allow multiple active internet services at once. Your old service often won’t automatically cancel when your new MATE service activates as this is usually activated on a different port on your nbn connection box. You’ll need to contact your previous provider to close your old account and avoid being charged for both services.
• Fibre to the Node (FTTN), Fibre to the Building (FTTB), Fibre to the Curb (FTTC) and Hybrid Fibre Coaxial (HFC): These usually only support one active service at a time. When your MATE service is activated, your previous service is typically disconnected automatically. However, it’s still a good idea to confirm cancellation directly with your previous provider to ensure billing stops.

Confirm your old service is cancelled

Regardless of your connection type, you should contact your previous provider after your MATE service is active to:

• Confirm cancellation has been processed
• Make sure billing has stopped

Check your contract first

Before switching providers, make sure to review your current contract for any:

• Early exit fees: Some providers may charge an exit fee if you cancel before the end of your contract period.
• Notice periods: Some providers require advance notice (e.g. 30 days) before cancellation takes effect.

By following these simple steps, you’ll enjoy a smooth transition to MATE without any surprises.