moving address & relocating internet service, what’s next?

If you are currently connected to nbn 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™ connection and how you connect to the nbn™ network at a new address may differ from your current location.

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 service.

Let us know you’re moving as soon as possible

The sooner you let us know you’re moving, the better. It allows 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 location to another.

If you are moving, you will need to contact us during our support operating hours (Mon to Fri 8:30 AM to 7:00 PM Nationwide, Sat & Sun 9:00 AM to 5:00 PM Nationwide) by:

1. Phoning us on 13 14 13;
2. Visiting our website and selecting the “chat to us” box, then asking Grace if you can speak to a Live Agent, who can help cancel your service over live chat.

This is because we must follow legislated rules to authenticate your identity and protect our customers from fraud and identity theft. You can find more information about this process here.

Once you contact us and we have verified your identity, we will need to confirm the following:

1. The date you would like the internet service at your current address to be cancelled;
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;
3. The plan you wish to connect at your new address.

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.

How the billing works

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

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’t be changed.

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.

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.

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 – we will provide these settings and instructions via email once your new order is processed.