{"id":8216,"date":"2019-07-19T12:16:15","date_gmt":"2019-07-19T02:16:15","guid":{"rendered":"https:\/\/letsbemates.com.au\/mate\/?post_type=faq&p=8216"},"modified":"2025-12-12T15:08:31","modified_gmt":"2025-12-12T04:08:31","slug":"im-moving-address-and-want-to-transfer-my-service-what-happens","status":"publish","type":"faq","link":"https:\/\/www.letsbemates.com.au\/mate\/faq\/im-moving-address-and-want-to-transfer-my-service-what-happens\/","title":{"rendered":"Moving address & relocating internet service, what’s next?"},"content":{"rendered":"

If you are currently connected to nbn\u00ae with MATE, and you are moving address, we’ll need to disconnect the internet service at your current location. We’ll then need to connect a new internet service to your new address (pending availability).<\/p>\n

The status of an nbn\u00ae connection and how you connect to the nbn\u00ae network at a new address may differ from your current location.<\/p>\n

Therefore, if you’re planning on moving home soon, it’s worth preparing before you relocate to help minimise any disruption to your MATE nbn\u00ae service.<\/p>\n

\n

\ud83d\udca1 Tip:<\/strong> For customer-initiated Fibre Upgrade plans, there\u2019s a minimum 12-month term<\/strong> at your upgraded location. If you leave early and ordered your Fibre Upgrade before 10th December 2025, an Early Termination Fee of $220<\/strong> applies. Eligible upgrades include moving from Fibre to the Node (FTTN), Fibre to the Building (FTTB) or Fibre to the Curb (FTTC) over to nbn\u00ae Fibre to the Premises (FTTP)<\/strong>, on selected high-speed plans (500Mbps and above).<\/p>\n

\ud83d\udcc4 Full terms and conditions<\/div>\n

\u23ea Fibre Upgrade orders placed before 10 December 2025: <\/span>View the full terms<\/a>
\n\ud83d\ude80 Fibre Upgrade orders placed rom 10 December 2025: <\/span>View the full terms<\/a>\n<\/div>\n

Let us know you’re moving as soon as possible<\/h4>\n

The sooner you let us know you’re moving, the better. It allows us time to connect the nbn\u00ae network to your new address. Remember, the status of an nbn\u00ae connection and the technology nbn uses to connect will likely differ from one location to another.<\/p>\n

If you are moving, you will need to contact us during our support operating hours<\/a>:<\/p>\n

    \n
  1. Phoning us on 13 14 13;<\/strong><\/li>\n
  2. Visiting our website<\/a> and selecting the \u201cchat to us\u201d box, then asking Grace if you can speak to a Live Agent, who can help cancel your service over live chat.<\/strong><\/li>\n<\/ol>\n

    This is because we must follow legislated rules<\/a> to authenticate your identity and protect our customers from fraud and identity theft. You can find more information about this process here<\/a>.<\/span><\/p>\n

    Once you contact us and we have verified your identity, we will need\u00a0to confirm the following:<\/p>\n

      \n
    1. The date you would like the internet service at your current address to be cancelled;<\/li>\n
    2. The full address where you are moving to (including any unit numbers, state and postcode) so we can check and advise what we can offer you at this location;<\/li>\n
    3. The plan you wish to connect at your new address.<\/li>\n<\/ol>\n

      Don’t stress about cancelling your MATE service! We can set a cancellation date in advance, and we can also keep both your new and existing services active at the same time if needed.<\/p>\n

      How the billing works<\/h4>\n

      As you are an existing MATE customer, we will not process any upfront payment for the internet service at your new address.<\/p>\n

      Once the internet at your new address is activated, you will be charged on a partial (pro-rata) basis from the date of activation to the day before your next bill cycle. This is to line your new internet service up with the already established billing cycle of your account, which can\u2019t be changed.<\/p>\n

      Once we add your order for your new premises, a full month’s fee will be added to your account but a credit will be applied for the unused days of the billing period once your service is activated.<\/p>\n

      You will also receive a pro-rated credit for your old address from the date you choose to disconnect the service. This only applies if you are relocating with MATE.<\/p>\n

      If you are moving address and have previously purchased a MATE modem, this will be compatible. You will need to update the settings in your modem once you have moved address \u2013 we will provide these settings and instructions via email once your new order is processed.<\/p>\n

       <\/p>\n

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      If you are currently connected to nbn\u00ae with MATE, and you are moving address, we’ll need to disconnect the internet service at your current location. We’ll then need to connect a new internet service to your new address (pending availability). The status of an nbn\u00ae connection and how you connect to the nbn\u00ae network at…<\/p>\n","protected":false},"featured_media":0,"template":"","faq_category":[2,57,62,5],"acf":[],"yoast_head":"\nMoving address & relocating internet service, what's next? | MATE<\/title>\n<meta name=\"description\" content=\"If you are moving address, we will need to disconnect the current internet service and connect a new internet service at your new address.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/im-moving-address-and-want-to-transfer-my-service-what-happens\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Moving address & relocating internet service, what's next? | MATE\" \/>\n<meta property=\"og:description\" content=\"If you are moving address, we will need to disconnect the current internet service and connect a new internet service at your new address.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/im-moving-address-and-want-to-transfer-my-service-what-happens\/\" \/>\n<meta property=\"og:site_name\" content=\"mate\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/matecommunicate\" \/>\n<meta property=\"article:modified_time\" content=\"2025-12-12T04:08:31+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2019\/07\/mate-opengraph-image.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"1200\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@matecommunicate\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.letsbemates.com.au\/mate\/faq\/im-moving-address-and-want-to-transfer-my-service-what-happens\/\",\"url\":\"https:\/\/www.letsbemates.com.au\/mate\/faq\/im-moving-address-and-want-to-transfer-my-service-what-happens\/\",\"name\":\"Moving address & relocating internet service, what's next? 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