what if my nbn installation appointment goes wrong?

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 finishing your installation.

Often, you might know something has gone wrong before we do. We usually don’t get updates from nbn until up to 48 hours later. If your appointment is missed, we’ll work with nbn to find the next available date. This could be one or two weeks away, depending on availability.

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 appointment was for an exchange activation, you won’t see a technician — no one needs to come to your home.
• If the date and time of your appointment don’t suit you, please reschedule at least 24 hours ahead. You can do this in the ‘My Orders’ section of 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.

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

Thanks for your patience while we work with nbn to get you connected.