How do I cancel my internet service?

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The quickest and easiest way to cancel your MATE internet service is via self-service. You can also contact us if you prefer or need a hand.

Cancel via self-service

You can cancel your internet service anytime using the myMATE app or the self-care portal.

Sign in to your account. Two-factor authentication is required and a code will be sent via SMS and email.
Go to Services.
Select your internet service.
Tap the ••• menu.
Select Cancel service and follow the prompts.

⚠️ Important: Cancellations completed in the app or self-care portal are scheduled for the end of your current billing cycle. If you would like your service cancelled on a different date, you’ll need to contact us on one of the methods below so we can arrange this for you.

Once your cancellation is confirmed, your service will remain active until the end of your current billing period.

💡 Why we need to verify you: We know it can feel like an extra step, but identity checks help protect your account and personal information. When contacting us, we may ask a few quick questions or send a one-time verification code to make sure it’s really you. This helps prevent unauthorised changes and keeps your service safe.

For more details about notice periods, billing, and timing, see our cancellation policy.

Prefer to cancel with our help?

If you’re unable to cancel via self-service, or need your cancellation processed for a different date, you can contact us during our support hours:

Call us on 13 14 13
Live chat with us through our support page

We do not require advance notice to cancel. However, we do not offer pro-rata refunds or credits for partial months. If your service is active on your bill cycle date, the full month charge will apply.

💡 Tip: Moving house? You’ll need to set up a new service at your new address and cancel your existing one. The good news is you can do both in one go — when you place your new order, we’ll ask if you’d like us to cancel your current service for you.

💬 Need help? If you are unsure whether you need to cancel your internet service or have any other questions, contact us here.

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How do I cancel my internet service?

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