what if my nbn fault appointment goes wrong? | MATE

If this is about an nbn installation appointment, please refer to this FAQ.

If your nbn fault appointment goes wrong, here’s what you need to know.

Sometimes, things don’t go as planned. Bad weather, delays from earlier jobs, or other issues can stop your fault appointment from happening.

Often, you’ll know something’s gone wrong before we do. We’re usually notified by nbn up to 48 hours after a missed fault appointment.

Here’s what to keep in mind:

• Please wait until your appointment time has passed, like after 12pm or 5pm, before contacting us. The technician might be running late.
• If the date and time of your appointment don’t suit you, please reschedule at least 24 hours ahead. You can do this in our self-care portal or myMATE app.
• Once we’re notified of a missed or failed appointment, we’ll keep you updated as we work to resolve the issue.

We know delays can be frustrating — we’ll keep you in the loop and do our best to secure the next available date for you.

If you’ve got any questions or need help, you can contact us here.