{"id":10715,"date":"2020-09-21T16:19:26","date_gmt":"2020-09-21T06:19:26","guid":{"rendered":"https:\/\/www.letsbemates.com.au\/mate\/?post_type=faq&#038;p=10715"},"modified":"2026-10-08T09:24:55","modified_gmt":"2026-10-07T22:24:55","slug":"why-was-my-nbn-internet-order-cancelled","status":"publish","type":"faq","link":"https:\/\/www.letsbemates.com.au\/mate\/faq\/why-was-my-nbn-internet-order-cancelled\/","title":{"rendered":"Why was my nbn internet order cancelled?"},"content":{"rendered":"<p>There are a few reasons your nbn internet order might be cancelled after signing up with MATE. Here&#8217;s a quick guide to the most common ones.<\/p>\n<h4>nbn isn&#8217;t available at this address<\/h4>\n<p>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 <span style=\"font-weight: 600;\">Adequately Served Area<\/span>. These locations aren&#8217;t eligible for nbn service, as there&#8217;s already a similar service available from another company.<\/p>\n<p>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&#8217;t provide separate connections to these unless they&#8217;re registered as distinct addresses.<\/p>\n<p>In some cases, your address might not yet be <span style=\"font-weight: 600;\">registered with nbn<\/span>. If the property is new or still under development, the developer or builder will need to submit a <a href=\"https:\/\/www.nbnco.com.au\/develop-or-plan-with-the-nbn\/new-developments\/submit-and-apply\" target=\"_blank\" rel=\"noopener\">New Development Application<\/a> to nbn. Once approved, it can take around 12 weeks for your address to become serviceable, though this timeframe isn&#8217;t guaranteed.<\/p>\n<p>Learn more about <a href=\"https:\/\/www2.nbnco.com.au\/residential\/how-to-connect\/preparing-for-the-nbn#outbuildings\" target=\"_blank\" rel=\"noopener\">connecting granny flats or outbuildings<\/a>.<\/p>\n<h4>This address is serviced by nbn Sky Muster (Satellite)<\/h4>\n<p>The <a href=\"https:\/\/www.nbnco.com.au\/learn\/network-technology\/sky-muster-explained\" target=\"_blank\" rel=\"noopener\">Sky Muster satellite<\/a> network provides internet in regional and remote areas. MATE doesn&#8217;t offer satellite services, so if Sky Muster is the only option at your address, you&#8217;ll need to connect with a provider that supports satellite nbn.<\/p>\n<h4>Insufficient funds<\/h4>\n<p>When signing up, we process your first month&#8217;s plan fees and modem cost (if selected) upfront. If we attempted to process payment several times and were unsuccessful, and didn&#8217;t hear back from you, the order was automatically cancelled.<\/p>\n<h4>No contact<\/h4>\n<p>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&#8217;t get a reply, your order may have been cancelled. Our team always makes multiple contact attempts before cancelling.<\/p>\n<h4>Cancelled by request<\/h4>\n<p>If you asked us to cancel your order, through email, phone or live chat, we&#8217;ve followed your request and stopped the order from going ahead.<\/p>\n<div style=\"margin-top: 1em; margin-bottom: 1.5em; padding: 1em; background-color: #e3f2fd; border-left: 5px solid #1976d2;\" role=\"note\" aria-label=\"Need help?\"><span style=\"font-weight: 600;\">\ud83d\udcac Need help?<\/span> Not sure why your order was cancelled? Our Aussie-based support team is happy to help. Call <a style=\"color: #1976d2; text-decoration: underline;\" href=\"tel:131413\">13 14 13<\/a> or jump on <a style=\"color: #1976d2; text-decoration: underline;\" href=\"\/mate\/support\/\">live chat<\/a>.<\/div>\n","protected":false},"excerpt":{"rendered":"<p>There are a few reasons your nbn internet order might be cancelled after signing up with MATE. Here&#8217;s a quick guide to the most common ones. nbn isn&#8217;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),&#8230;<\/p>\n","protected":false},"featured_media":0,"template":"","faq_category":[2,63],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Why was my nbn internet order cancelled? - mate<\/title>\n<meta name=\"description\" content=\"There are several reasons why your nbn internet order would be cancelled after you have signed up with MATE. 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