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🟢 No current major outages
We’re not aware of any major or significant outages impacting MATE internet or mobile services right now. If anything changes, we’ll post updates here.
For more information, you can also visit the links below:
For localised outages or smaller service disruptions that might be affecting your MATE service, you can check for updates in the myMATE app or self-care portal.
📱 Check internet outages using the myMATE app
► Step 1: Download the myMATE app
myMATE is available for Apple and Android devices.
Download the myMATE app► Step 2: Log in to the app
Use your MATE account number and password. If you’ve forgotten your password, tap “Forgot password.”
► Step 3: Check for outages
Go to Help → Outages. You’ll see any current network issues.
► Step 4: View outage history
Select your internet service, tap the cog icon, and choose View Events.
💻 Check internet outages using the self-care portal
► Step 1: Log in to the portal
Head to mymate.letsbemates.com.au and use your account number and password to log in.
If needed, reset your password via the “Forgot password” link.
► Step 2: View outages
Click service inventory, select your active service, then go to nbnfas tools → service events.
🧠 Understanding network outages & the nbn
► What is a network outage?
A network outage (or downtime) refers to a period when a system is unavailable due to technical or mechanical issues. These outages can impact your internet connection and are often caused by routing problems outside the control of most service providers such as MATE.
► What are the different types of network outages?
Industry standards classify network outages into the following categories:
- Maintenance and upgrades: Downtime may occur due to necessary maintenance and upgrades to maintain network security and provide the latest technology. These outages can be planned or unplanned, with the latter typically occurring during urgent fixes.
- Server-specific problems: Different servers and user densities can lead to varying issues, including hardware component failures. Service providers like MATE take steps to minimise these problems by monitoring live servers, controlling density and retiring older hardware.
- Malicious attacks: Distributed Denial of Service (DDoS) attacks are a common form of malicious attack, sending large amounts of data to a site or server to knock it offline. These attacks have become more severe due to the increased bandwidth of botnets.
► What are the different nbn technology types?
To better understand how outages may affect your internet connection, it’s important to know about the different types of nbn technology that may be installed in your area. The most common types include:
► What should I do when my nbn internet service is down?
If you’re offline and there’s no listed outage in your area on our myMATE app or self-care portal, simply reboot your modem/router:
- Pull out the power cord from the back of your modem/router
- Leave the power cord out for up to 30 seconds
- Plug the power cord back in again and allow your modem/router to power up for up to 2 minutes
If you’re sure there’s no network outage, your equipment appears to be functioning correctly and you’re currently a customer of MATE, contact our support team for assistance.
We can provide additional troubleshooting steps, send a technician to inspect your equipment, or inform you if there’s any known outages that might be affecting your service.
► How do I stay connected during a power outage?
Unfortunately, it’s not possible for your MATE internet service to remain connected during a power outage.
In the event of a power outage or blackout, your nbn internet and nbn home phone service will likely be disrupted.
Restoring power to your premises with an alternative power source will not work if there is an nbn outage in your area.
► What can I do before a planned network outage?
If you’re aware of planned maintenance in your area, it’s a good idea to prepare for the temporary loss of your internet connection. Here are some steps you can take:
- Make note of the scheduled outage time and duration
- Inform household members, employees, or customers
- Backup important files and documents
- Charge your mobile devices or use a portable power bank
- Plan your work or online activities around the outage
► My internet isn’t offline but feels slow, what can I do?
Sometimes your internet connection might not be entirely down, but you may experience slower speeds or intermittent connectivity issues. This could be due to network degradation.
Try the following:
- Restart your modem and router
- Check the myMATE app or self-care portal for known issues
- Ensure your devices and software are up to date
- If it persists, contact our support team
💬 Need help? If you’re having trouble accessing outage information or something doesn’t look right, our Aussie-based support team is here to help. Contact us here.
