How do I log a fault for my internet service?

If you are experiencing issues on your MATE internet service, you can log a fault using our myMATE app.

You can download our myMATE app for your device from the App Store (iOS) or Google Play (Android) using the links below:

 

Once you’ve downloaded the app, you’ll need to log in using your account number/MATE code and account password. You can find your account number/MATE code on your invoice. You can find your password on the initial email we sent you upon signup. If you have forgotten your password, click here to recover it.

Once logged in, press ‘report a fault’. 

Select the nbn service you wish to report a fault on. Hit ‘Next’.

Choose the type of fault. If your internet service is offline there will be an option for “service offline”. If your internet service is online but you are experiencing speed issues or dropouts, you can choose between “speed” or “dropouts”.

Submit your fault. The system will conduct relevant service testing based on the reported issue. If the testing results indicate a failure, a ticket will be raised with nbn.

You will then need to monitor the fault for updates via the MyMATE app. To do so, press “my faults”.

 

We will liaise with nbn and work to resolve the issues with your service.

We commit to contacting you within three (3) business days with an update via SMS and the myMATE app.

More information may be requested from you from our faults team or nbn.