{"id":20061,"date":"2023-11-17T15:29:23","date_gmt":"2023-11-17T04:29:23","guid":{"rendered":"https:\/\/www.letsbemates.com.au\/mate\/?post_type=faq&#038;p=20061"},"modified":"2026-03-10T10:55:22","modified_gmt":"2026-03-09T23:55:22","slug":"log-a-fault-mymate-app","status":"publish","type":"faq","link":"https:\/\/www.letsbemates.com.au\/mate\/faq\/log-a-fault-mymate-app\/","title":{"rendered":"How do I log a fault for my internet service?"},"content":{"rendered":"<p>Having trouble with your internet? We\u2019re here to help. Before you log a fault, you can now run a few quick checks in the <a href=\"https:\/\/www.letsbemates.com.au\/mate\/mymate\/\">myMATE app<\/a> or the <a href=\"https:\/\/mymate.letsbemates.com.au\/\">self-care portal<\/a> to help pinpoint what might be causing slow speeds, dropouts or no connection.<\/p>\n<div style=\"margin-top: 1em; margin-bottom: 1.5em; padding: 1em; background-color: #d7f6e6; border-left: 5px solid #00b26b;\" role=\"note\" aria-label=\"Helpful tip\"><span style=\"font-weight: 600;\">\ud83d\udca1 Tip:<\/span> Before reporting a fault, try running a <a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/service-test-nbn\/\">service test<\/a> in the myMATE app or self-care portal. It can help identify whether the issue is with your connection, speed or equipment.<\/div>\n<p>If the issue still isn\u2019t sorted, you can log a fault through the myMATE app or self-care portal.<\/p>\n<p>You can download our myMATE app from the <a href=\"https:\/\/apps.apple.com\/au\/app\/mymate\/id1537497203\">App Store<\/a> (iOS) or <a href=\"https:\/\/play.google.com\/store\/apps\/details?id=com.vevey.mate\">Google Play<\/a> (Android) using the links below:<\/p>\n<a href=\"https:\/\/apps.apple.com\/uy\/app\/mymate\/id1537497203\"><img decoding=\"async\" loading=\"lazy\" class=\"mx-auto d-block\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2020\/12\/app-store.png\" alt=\"App Store\" width=\"181\" height=\"54\" \/><\/a><br \/>\n<a href=\"https:\/\/play.google.com\/store\/apps\/details?id=com.vevey.mate\"><img decoding=\"async\" loading=\"lazy\" class=\"mx-auto d-block\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2020\/12\/google-play.png\" alt=\"Google Play\" width=\"183\" height=\"54\" \/><\/a>\n<hr \/>\n<h4>Important stuff to know first<\/h4>\n<ul>\n<li>We\u2019ll work with nbn to get your service back to normal as soon as possible<\/li>\n<li>You\u2019ll get updates within 3 business days via SMS and the myMATE app<\/li>\n<li>We might need some extra info from you along the way<\/li>\n<\/ul>\n<div style=\"margin-top: 1em; margin-bottom: 1.5em; padding: 1em; background-color: #f5f5f5; border-left: 5px solid #9e9e9e;\" role=\"note\" aria-label=\"More information\"><span style=\"font-weight: 600;\">\u2139\ufe0f More information:<\/span> You can also use the <a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/service-test-nbn\/\">service test tools here<\/a> to check your connection before or after lodging a fault.<\/div>\n<h4>Want to report a fault on your phone?<\/h4>\n<p>Once you&#8217;ve downloaded the app, log in using your <a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/how-do-i-find-my-account-number-mate-code\/\">account number (MATE code)<\/a> and account password. You can find your MATE code on your invoice. Your password was sent in the original signup email. If you\u2019ve forgotten your password, click <a href=\"https:\/\/mymate.letsbemates.com.au\/password.html\">here<\/a> to reset it.<\/p>\n<p><span style=\"font-weight: 600;\">The myMATE app makes it easy. Here\u2019s how:<\/span><\/p>\n<ol>\n<li>Log in with your <a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/how-do-i-find-my-account-number-mate-code\/\" target=\"_blank\" rel=\"noopener\">account number (MATE code)<\/a><\/li>\n<li>Tap <span style=\"font-weight: 600;\">Report a fault<\/span><\/li>\n<li>Select your nbn service<\/li>\n<li>Double-check your contact details are correct so we can reach you if we need to<\/li>\n<li>Choose what\u2019s wrong:\n<ul>\n<li>Service completely offline? Select <span style=\"font-weight: 600;\">Offline<\/span><\/li>\n<li>Having speed issues or dropouts? Select the matching option<\/li>\n<\/ul>\n<\/li>\n<li>Review everything and tap <span style=\"font-weight: 600;\">Submit Fault<\/span><\/li>\n<\/ol>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"mx-auto d-block wp-image-21831\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/Untitled-design-1.png\" alt=\"myMATE app report a fault screen\" width=\"301\" height=\"652\" srcset=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/Untitled-design-1.png 946w, https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/Untitled-design-1-768x1663.png 768w, https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/Untitled-design-1-710x1536.png 710w\" sizes=\"(max-width: 301px) 100vw, 301px\" \/><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"mx-auto d-block alignnone wp-image-21799\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/IMG_5887.png\" alt=\"myMATE app select nbn service\" width=\"301\" height=\"652\" srcset=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/IMG_5887.png 1170w, https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/IMG_5887-768x1662.png 768w, https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/IMG_5887-710x1536.png 710w, https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/IMG_5887-946x2048.png 946w\" sizes=\"(max-width: 301px) 100vw, 301px\" \/><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"mx-auto d-block alignnone wp-image-25562\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/11\/step-4-mymate-app.png\" alt=\"Report a fault screen in the myMATE app showing site contact details\" width=\"301\" height=\"652\" \/><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"mx-auto d-block alignnone wp-image-25563 size-full\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/11\/step-5-choose-whats-wrong.png\" alt=\"Report a fault screen in the myMATE app showing fault type options\" width=\"301\" height=\"652\" \/><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"mx-auto d-block alignleft wp-image-25564 size-full\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/11\/step-6-submit.png\" alt=\"Report a fault confirmation screen in the myMATE app showing submit fault button\" width=\"301\" height=\"652\" \/><\/p>\n<p>Our system will run some checks and, if needed, we\u2019ll raise a ticket with nbn.<\/p>\n<hr \/>\n<h4>Prefer to use your computer?<\/h4>\n<p>No worries. You can use our self-care portal instead:<\/p>\n<ol>\n<li>Log in with your <a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/how-do-i-find-my-account-number-mate-code\/\" target=\"_blank\" rel=\"noopener\">account number (MATE code)<\/a><\/li>\n<li>Click <span style=\"font-weight: 600;\">Report a fault<\/span><\/li>\n<li>Select your nbn service<\/li>\n<li>Double-check your contact details are correct<\/li>\n<li>Choose your fault type: <span style=\"font-weight: 600;\">Offline<\/span>, <span style=\"font-weight: 600;\">Speed<\/span> or <span style=\"font-weight: 600;\">Dropouts<\/span><\/li>\n<li>Review everything and click <span style=\"font-weight: 600;\">Submit Fault<\/span><\/li>\n<\/ol>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"size-full wp-image-25554\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/11\/report-a-fault-nbn.png\" alt=\"Report a fault button in MATE self-care portal\" width=\"873\" height=\"455\" srcset=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/11\/report-a-fault-nbn.png 873w, https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/11\/report-a-fault-nbn-768x400.png 768w\" sizes=\"(max-width: 873px) 100vw, 873px\" \/><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"size-full wp-image-25555\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/11\/select-service-nbn-fault-SCP.png\" alt=\"Select nbn service in MATE self-care portal\" width=\"860\" height=\"392\" srcset=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/11\/select-service-nbn-fault-SCP.png 860w, https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/11\/select-service-nbn-fault-SCP-768x350.png 768w\" sizes=\"(max-width: 860px) 100vw, 860px\" \/><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"wp-image-25586 size-full\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/11\/site-contact-self-care.png\" alt=\"Site contact details screen in MATE self-care portal\" width=\"912\" height=\"393\" srcset=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/11\/site-contact-self-care.png 912w, https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/11\/site-contact-self-care-768x331.png 768w\" sizes=\"(max-width: 912px) 100vw, 912px\" \/><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"wp-image-25588 size-full\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/11\/select-problem-self-care.png\" alt=\"Select fault type in MATE self-care portal\" width=\"912\" height=\"172\" srcset=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/11\/select-problem-self-care.png 912w, https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/11\/select-problem-self-care-768x145.png 768w\" sizes=\"(max-width: 912px) 100vw, 912px\" \/><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"wp-image-25557\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/11\/step-5-choose-fault-type.png\" alt=\"Submit fault screen in MATE self-care portal\" width=\"818\" height=\"685\" srcset=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/11\/step-5-choose-fault-type.png 978w, https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/11\/step-5-choose-fault-type-768x643.png 768w\" sizes=\"(max-width: 818px) 100vw, 818px\" \/><\/p>\n<h4>Want to check your fault status?<\/h4>\n<ul>\n<li>In the myMATE app: tap <span style=\"font-weight: 600;\">My faults<\/span> to see the latest update<\/li>\n<li>In the self-care portal: go back to <span style=\"font-weight: 600;\">Report a fault<\/span> and click <span style=\"font-weight: 600;\">Show<\/span><\/li>\n<\/ul>\n<div style=\"margin-top: 1.5em; margin-bottom: 1.5em; padding: 1em; background-color: #e3f2fd; border-left: 5px solid #1976d2;\" role=\"note\" aria-label=\"Need help?\"><span style=\"font-weight: 600;\">\ud83d\udcac Need help?<\/span> Still having issues or haven\u2019t heard from us within 3 business days? <a style=\"color: #1976d2; text-decoration: underline;\" href=\"https:\/\/www.letsbemates.com.au\/mate\/support\/\">Contact our support team<\/a> and we\u2019ll take a look.<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Having trouble with your internet? We\u2019re here to help. Before you log a fault, you can now run a few quick checks in the myMATE app or the self-care portal to help pinpoint what might be causing slow speeds, dropouts or no connection. \ud83d\udca1 Tip: Before reporting a fault, try running a service test in&#8230;<\/p>\n","protected":false},"featured_media":0,"template":"","faq_category":[2,54,53,52,62,31],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How do I log a fault for my internet service? | MATE<\/title>\n<meta name=\"description\" content=\"Having internet issues? 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