why was my nbn internet order cancelled?

There are several reasons why your nbn internet order would be cancelled after you have signed up with MATE. You can find a bit more information about a few of the most common reasons below.

nbn is not available at this address

Your address may be serviced by an alternate fibre network, classified by nbn as an “Adequately Served Area”. This means that there is already a high-speed fibre broadband network from another company available for your address such as the Opticomm Fibre Network, LBN Co, RedTrain Fibre and Telstra Velocity. In these cases, you are not able to connect nbn at this address.

Your address will be serviced by nbn HFC, however, has not yet been connected to nbn. From Tuesday 2 February, nbn will not be taking new nbn orders for HFC customers due to a supply issue of the core components for the nbn™ connection boxes that are required to connect to the nbn™ HFC network. nbn expects this situation to exist for several months. More detail about this issue is available on the nbn™ website.

Your address may be a granny flat or outbuilding. In most cases, outbuildings or granny flats that share the same address as the primary residence on a block of land cannot apply for a new nbn connection – each connection must be linked to a unique address. To connect outbuildings or granny flats to nbn™, you may need to extend the existing connection from the primary residence on the block by either extending the signal of the local Wi-Fi network or by installing an additional service through a registered cabler. More details about this are available on the nbn™ website.

Your address may not be registered with nbn. If your address is new or has not been registered with nbn, you or your developer/builder may need to apply for a fibre application via the nbn™ website. Unfortunately, we are unable to place an order for your service until nbn™ completes this process and registers your address as ready for nbn service. nbn™ advises that it will generally take around 12 weeks for an nbn service to be ordered and connected at a new property once the New Development Application has been approved, however, this is not a guaranteed timeframe.

This address is serviced by nbn Sky Muster (Satellite)

The Sky Muster satellite service delivers the nbn™ network to homes and businesses in regional and remote Australia, via two state-of-the-art satellites. Unfortunately, MATE is unable to offer nbn internet plans if your address is serviced by Sky Muster satellite. You will need to contact an internet service provider who can connect Satellite nbn™ services to get connected at this address.

Insufficient Funds (Multiple attempts to process this order without response)

Before we order any internet service, we process your modem fee (if you chose to purchase our modem) and your first-month plan fee(s) upfront and in advance. In this case, we tried to process your order on several occasions but were unsuccessful and therefore, your nbn internet order was cancelled.

No Contact (Multiple attempts to contact without response)

Before we could order your internet service, we needed you to confirm some information. Our provisioning team would have tried to contact you via both phone and email on several occasions; however, we did not receive a response and therefore, your nbn internet order was cancelled.

Customer Request (This order was requested to be cancelled)

You requested us to cancel the order, via email, phone or live chat with our support team.