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NOTE: If this is regarding an nbn fault appointment, please refer to this FAQ.
If this is regarding rescheduling an nbn installation appointment, please read below:
If you require to reschedule your nbn™ technician appointment for your new connection, you can organise this through our self-care portal/MyMate APP
See below instructions for rescheduling your nbn™ technician appointment with our self-care portal (best on desktop)
Use your account number (what we like to call your MATE code) to log in to our self-care portal.
Once you’re logged in:
- Select “my orders”.
2. Click on “View Appointment”.
3. You’ll see your current or missed appointment. Click on “Reschedule appointment”.
4. You’ll be able to see the available appointments in the dropdown selection. Select the appointment you wish to book and click “Reschedule”.
5. You’ll see a confirmation that the appointment has been rescheduled, indicating the selected time is reserved.
6. You’ll receive an email and SMS once the selected appointment has been confirmed.
See below instructions for rescheduling your nbn™ technician appointment with the myMATE app (best on mobile devices)
Use your account number (what we like to call your MATE code) to log in to our myMATE app.
Our myMATE app is best if you’re using a mobile device like a smartphone or tablet. It’s available for Apple and Android devices and can be downloaded on your device using the links below:
Once you’re logged in:
- Select “my orders”.
2. Click on “view appointment”.
3. You’ll be able to see the available appointments in the dropdown selection. Select the appointment you wish to book. Then click on “update”.
4. You’ll receive an email and SMS to confirm the appointment is booked.
Our support team is here to help! Give us a buzz at 13 14 13 or speak to us on live chat and we’ll give you a hand, because that’s what we do for our mates!
