If this is about an nbn fault appointment, please refer to this FAQ.
Sometimes, things don’t go as planned. Bad weather, delays from earlier jobs, or other issues may stop an nbn technician from completing your installation.
💡 Tip: We don’t always get real-time updates from nbn — sometimes it can take up to 48 hours before we’re notified of a missed appointment.
If your appointment is missed, we’ll work with nbn to lock in the next available date. Depending on technician availability, this could be one to two weeks away.
Here’s what to keep in mind:
- Please wait until after your appointment window (e.g. 12pm or 5pm) before contacting us — the technician may just be running late.
- If your connection is an exchange activation, no technician will visit your home.
- If the scheduled date doesn’t work for you, reschedule at least 24 hours before via the self-care portal or myMATE app.
Once we’re notified of a missed or failed appointment, we’ll keep you updated and work quickly with nbn to sort it out.
If you’ve got questions or need a hand, you can contact us here.
Thanks for your patience while we help get you connected!
