If you’re currently connected to nbn with MATE and you’re moving address, we’ll need to disconnect the internet service at your current place, then connect a new service at your new address (pending availability).
The status of an nbn connection, and the technology used to connect you, can differ from one address to the next. So if you’re planning a move soon, it’s worth getting ready before you relocate to help keep any disruption to a minimum.
Let us know you’re moving as soon as possible
The sooner you tell us you’re moving, the better. It gives us time to connect the nbn network to your new address. Remember, the status of an nbn connection and the technology nbn uses to connect will likely differ from one place to another.
There are a few ways to sort your move:
- Cancel your current service and add a new one yourself in the myMATE app or self-care portal
- Call us on 13 14 13 during our support hours
- Head to our website, select the “chat to us” box, and ask Grace to speak to a live agent who can help over live chat
Once we’ve confirmed your details, we’ll need to check a few things with you:
- The date you’d like the internet service at your current address cancelled
- The full address you’re moving to (including any unit number, state and postcode), so we can check and let you know what we can offer at that location
- The plan you’d like to connect at your new address
No need to stress about cancelling your MATE service. We can set a cancellation date in advance, and we can keep your new and existing services running at the same time if that helps.
How the billing works
As an existing MATE customer, you won’t be charged any upfront payment for the internet service at your new address.
Once the internet at your new address is activated, you’ll be charged on a partial (pro-rata) basis from the date of activation to the day before your next bill cycle. This lines your new service up with your account’s existing billing cycle, which can’t be changed.
When we add the order for your new place, a full month’s fee goes onto your account, then a credit is applied for the unused days of the billing period once your service is active.
You’ll also receive a pro-rated credit for your old address from the date you choose to disconnect. This only applies if you’re relocating with MATE.
