There are a few reasons your nbn internet order might be cancelled after signing up with MATE. Here’s a quick guide to the most common ones.
nbn isn’t available at this address
Your address may be serviced by an alternate fibre network (where another provider like OptiComm or LBN Co already delivers high-speed fibre internet), also known as an Adequately Served Area. These locations aren’t eligible for nbn service, as there’s already a similar service available from another company.
Or, your address might be a granny flat or outbuilding (like a second dwelling on the same block, such as a detached studio) that shares the same primary address. nbn typically doesn’t provide separate connections to these unless they’re registered as distinct addresses.
In some cases, your address might not yet be registered with nbn. If the property is new or still under development, the developer or builder will need to submit a New Development Application to nbn. Once approved, it can take around 12 weeks for your address to become serviceable, though this timeframe isn’t guaranteed.
Learn more about connecting granny flats or outbuildings.
This address is serviced by nbn Sky Muster (Satellite)
The Sky Muster satellite network provides internet in regional and remote areas. MATE doesn’t offer satellite services, so if Sky Muster is the only option at your address, you’ll need to connect with a provider that supports satellite nbn.
Insufficient funds
When signing up, we process your first month’s plan fees and modem cost (if selected) upfront. If we attempted to process payment several times and were unsuccessful, and didn’t hear back from you, the order was automatically cancelled.
No contact
Sometimes we need to confirm details before we can place your order. If our team tried to reach you several times by phone or email and didn’t get a reply, your order may have been cancelled. Our team always makes multiple contact attempts before cancelling.
Cancelled by request
If you asked us to cancel your order, through email, phone or live chat, we’ve followed your request and stopped the order from going ahead.
