{"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&#038;p=8216"},"modified":"2026-07-28T11:36:14","modified_gmt":"2026-07-28T01:36:14","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 &#038; relocating internet service, what&#8217;s next?"},"content":{"rendered":"<p>If you&#8217;re currently connected to nbn with MATE and you&#8217;re moving address, we&#8217;ll need to disconnect the internet service at your current place, then connect a new service at your new address (pending availability).<\/p>\n<p>The status of an nbn connection, and the technology used to connect you, can differ from one address to the next. So if you&#8217;re planning a move soon, it&#8217;s worth getting ready before you relocate to help keep any disruption to a minimum.<\/p>\n<div style=\"margin-top: 1em; margin-bottom: 1.5em; padding: 1em; background-color: #d7f6e6; border-left: 5px solid #00b26b;\" role=\"note\" aria-label=\"Tip\"><span style=\"font-weight: 600;\">\ud83d\udca1 Tip:<\/span> For customer-initiated Fibre Upgrade plans, there&#8217;s a <span style=\"font-weight: 600;\">minimum 12-month term<\/span> at your upgraded location. If you leave early and ordered your Fibre Upgrade before 10 December 2025, an <span style=\"font-weight: 600;\">Early Termination Fee of $220<\/span> applies. Eligible upgrades include moving from Fibre to the Node (FTTN), Fibre to the Building (FTTB) or Fibre to the Curb (FTTC) over to <span style=\"font-weight: 600;\">nbn Fibre to the Premises (FTTP)<\/span>, on selected high-speed plans (500Mbps and above).<\/div>\n<div style=\"margin-top: 1em; margin-bottom: 1.5em; padding: 1em; background-color: #f3f0fa; border-left: 5px solid #6f42c1;\" role=\"note\" aria-label=\"Important documents\"><span style=\"font-weight: 600;\">\ud83d\udcc4 Full terms and conditions:<\/span> Fibre Upgrade orders placed <span style=\"font-weight: 600;\">before 10 December 2025<\/span>, <a style=\"color: #6f42c1; text-decoration: underline;\" href=\"https:\/\/www.letsbemates.com.au\/includes\/uploads\/Important%20Stuff\/mate_nbn_fibre_connect.pdf\" target=\"_blank\" rel=\"noopener\">view the full terms<\/a>. Fibre Upgrade orders placed <span style=\"font-weight: 600;\">from 10 December 2025<\/span>, <a style=\"color: #6f42c1; text-decoration: underline;\" href=\"https:\/\/www.letsbemates.com.au\/includes\/uploads\/Important%20Stuff\/mate_nbn_fibre_connect_promo.pdf\" target=\"_blank\" rel=\"noopener\">view the full terms<\/a>.<\/div>\n<h4>Let us know you&#8217;re moving as soon as possible<\/h4>\n<p>The sooner you tell us you&#8217;re moving, the better. It gives us time to connect the nbn network to your new address. Remember, the status of an nbn connection and the technology nbn uses to connect will likely differ from one place to another.<\/p>\n<p>There are a few ways to sort your move:<\/p>\n<ul>\n<li>Cancel your current service and add a new one yourself in the <a href=\"https:\/\/www.letsbemates.com.au\/mate\/mymate-app\/\">myMATE app<\/a> or <a href=\"https:\/\/mymate.letsbemates.com.au\/\" target=\"_blank\" rel=\"noopener\">self-care portal<\/a><\/li>\n<li>Call us on <a href=\"tel:131413\">13 14 13<\/a> during our <a href=\"\/mate\/faq\/what-are-your-support-hours\/\">support hours<\/a><\/li>\n<li>Head to <a href=\"\/mate\/support\/\">our website<\/a>, select the &#8220;chat to us&#8221; box, and ask Grace to speak to a live agent who can help over live chat<\/li>\n<\/ul>\n<div style=\"margin-top: 1em; margin-bottom: 1.5em; padding: 1em; background-color: #fff8e1; border-left: 5px solid #f9a825;\" role=\"note\" aria-label=\"Important note\"><span style=\"font-weight: 600;\">\ud83d\udca1 Note:<\/span> If you call or chat with us, we&#8217;ll need to verify your identity first. This is because we must follow <a href=\"https:\/\/www.acma.gov.au\/customer-identity-authentication-rules\" target=\"_blank\" rel=\"noopener\">legislated rules<\/a> to confirm it&#8217;s really you and protect our customers from fraud and identity theft. You can <a href=\"\/mate\/faq\/verification-code\/\">read more about that process here<\/a>.<\/div>\n<p>Once we&#8217;ve confirmed your details, we&#8217;ll need to check a few things with you:<\/p>\n<ol>\n<li>The date you&#8217;d like the internet service at your current address cancelled<\/li>\n<li>The full address you&#8217;re moving to (including any unit number, state and postcode), so we can check and let you know what we can offer at that location<\/li>\n<li>The plan you&#8217;d like to connect at your new address<\/li>\n<\/ol>\n<p>No need to stress about cancelling your MATE service. We can set a cancellation date in advance, and we can keep your new and existing services running at the same time if that helps.<\/p>\n<h4>How the billing works<\/h4>\n<p>As an existing MATE customer, you won&#8217;t be charged any upfront payment for the internet service at your new address.<\/p>\n<p>Once the internet at your new address is activated, you&#8217;ll be charged on a partial (pro-rata) basis from the date of activation to the day before your next bill cycle. This lines your new service up with your account&#8217;s existing billing cycle, which can&#8217;t be changed.<\/p>\n<p>When we add the order for your new place, a full month&#8217;s fee goes onto your account, then a credit is applied for the unused days of the billing period once your service is active.<\/p>\n<p>You&#8217;ll also receive a pro-rated credit for your old address from the date you choose to disconnect. This only applies if you&#8217;re relocating with MATE.<\/p>\n<div style=\"margin-top: 1em; margin-bottom: 1.5em; padding: 1em; background-color: #d7f6e6; border-left: 5px solid #00b26b;\" role=\"note\" aria-label=\"Tip\"><span style=\"font-weight: 600;\">\ud83d\udca1 Tip:<\/span> Already bought a MATE modem? It&#8217;ll still work at your new address. You&#8217;ll just need to update the settings once you&#8217;ve moved, and we&#8217;ll email you those settings and instructions once your new order is processed.<\/div>\n<div style=\"margin-top: 1em; margin-bottom: 1.5em; padding: 1em; background-color: #f5f5f5; border-left: 5px solid #9e9e9e;\" role=\"note\" aria-label=\"More information\"><span style=\"font-weight: 600;\">\u2139\ufe0f More information:<\/span> Want to know how long your new connection might take? Find your Service Class in <a href=\"\/mate\/faq\/nbn-service-class-timeframes\/\">nbn Service Classes and connection timeframes explained<\/a>. You can also see how to <a href=\"\/mate\/faq\/add-new-service-mate-account\/\">add a new service to your account<\/a>.<\/div>\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> Got a question about moving your service? Our Aussie-based support team is happy to help. <a style=\"color: #1976d2; text-decoration: underline;\" href=\"\/mate\/support\/\">Get in touch with us here<\/a>.<\/div>\n","protected":false},"excerpt":{"rendered":"<p>If you&#8217;re currently connected to nbn with MATE and you&#8217;re moving address, we&#8217;ll need to disconnect the internet service at your current place, then connect a new service at your new address (pending availability). The status of an nbn connection, and the technology used to connect you, can differ from one address to the next&#8230;.<\/p>\n","protected":false},"featured_media":0,"template":"","faq_category":[2,57,62,5],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Moving address &amp; relocating internet service, what&#039;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 &amp; relocating internet service, what&#039;s next? 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