You can run service tests in the myMATE app or the self-care portal to check different parts of your nbn connection. It’s a handy way to pinpoint what might be causing slow speeds, dropouts, or no connection.
How to run a service test
- Sign in to the myMATE app or the self-care portal
- Select Services
- Choose your nbn service
- Tap the ••• menu
- Select Service tests
- Scroll down and tap Request a test
Once a test finishes, tap it to view the results. You can also see results from previous tests. The tests you see depend on your nbn technology, so you’ll only get options that apply to your service.
What the tests mean
Not every test is available for every service or nbn technology. The tests shown in your myMATE app or self-care portal depend on your connection type, but the table below explains what each test does when it is available.
💡 Where should I start? If you’re not sure which test to run first, try a Service health test or Performance test. These provide a quick overview of your connection and can often highlight where the issue might be.
| Test name | What it does | Best used for | Hint |
|---|---|---|---|
| Service health test | Runs an overall check on your service across the nbn network to confirm it is active and not reporting a fault. | When your internet is not working properly. | Look for all green or “healthy” results. Any red or failed section usually means we may need to lodge a fault with nbn. |
| Performance test | Checks how your connection is performing right now, including speed and traffic flow. | When speeds feel slow. | Compare the result against your plan speed. If it is much lower than expected, especially in the evening, further investigation may be needed. |
| nbn sync test | Checks whether your service is properly connected at the network level. This confirms the connection itself is up, not just your Wi-Fi. | When you have no connection or frequent dropouts. | If it shows “down” or “not connected”, the issue is likely between your premises and the network, not your Wi-Fi. We may need to lodge a fault with nbn. |
| Loopback test | Sends a test signal through the connection and checks that it returns correctly. This confirms the service can pass data. | When the connection seems completely down. | A failed result usually means the service cannot pass traffic through the expected path, and we may need to lodge a fault with nbn. |
| Line state test (copper) | Checks the condition of the copper line from the network side. | When the service is unstable. | Look for degraded or abnormal line state readings. If anything is degraded, we may need to lodge a fault with nbn. |
| Metallic line test | Tests the copper line for signs of physical faults like noise, damage or interference. | When dropouts keep happening. | If interference or imbalance is detected, this often points to a physical line issue and we may need to lodge a fault with nbn. |
| Single end line test (SELT) | Checks line quality from the network side only, even if your modem is not connected. | When the service will not connect at all. | A failed result usually indicates a serious line fault or disconnection and we may need to lodge a fault with nbn. |
| Line quality diagnostic | Reviews stability and error patterns over time to identify ongoing issues. | When problems keep coming back. | Repeated errors or instability trends suggest a persistent fault rather than a one-off issue. We may need to lodge a fault with nbn. |
| nbn port reset | Refreshes your connection at the nbn side so it can reconnect cleanly. | When everything looks connected but nothing loads. | If the service reconnects after the reset, it was likely a stuck session. If not, check cables and devices. If you are still offline, we may need to lodge a fault with nbn. |
| NTD status check | Checks the health and alarm status of your nbn connection box. | When the nbn box lights look unusual. | Look for alarm states, offline status or port errors. Normal status should show active and healthy. |
| NTD reset | Restarts the nbn connection box to refresh the connection to the network. This allows the service to reconnect cleanly. | When the connection appears offline or has stopped working suddenly. | The connection box may take several minutes to come back online after the reset. If the service does not reconnect once the lights return to normal, we may need to investigate further or lodge a fault with nbn. |
| UNI-D port status check | Checks whether the data port on your nbn box is active and detecting your router. | When your router is plugged in but you still cannot get online. | Confirm the detected MAC address matches your router’s WAN MAC address. If not detected, check cables or make sure you’re connected to the correct port on your nbn unit and router. If you’ve confirmed this and the issue persists, we may need to investigate further and lodge a fault with nbn. |
| DPU port status test | Checks the street-level connection point linking your premises to the network. | When there is no connection at all. | If the port is not active, the issue may sit outside the home and we may need to lodge a fault with nbn. |
| HFC signal test | Checks the signal quality on the cable network delivering your service. | When you have unstable speeds or dropouts. | Low or fluctuating signal levels can explain repeated dropouts. We may need to lodge a fault with nbn. |
| Wireless signal quality test | Checks the strength and stability of the wireless link delivering your nbn connection. | When your connection drops out or runs slowly in a wireless area. | Weak or unstable signal readings can indicate alignment or interference issues which may contribute to slow speeds or dropouts and we may need to lodge a fault with nbn. |
