{"id":27356,"date":"2025-06-23T15:55:08","date_gmt":"2025-06-23T05:55:08","guid":{"rendered":"https:\/\/www.letsbemates.com.au\/mate\/?post_type=faq&#038;p=27356"},"modified":"2025-07-29T13:40:21","modified_gmt":"2025-07-29T03:40:21","slug":"major-outage-notifications","status":"publish","type":"faq","link":"https:\/\/www.letsbemates.com.au\/mate\/faq\/major-outage-notifications\/","title":{"rendered":"What communication will I receive if there is a major outage?"},"content":{"rendered":"<p>If there is a major or significant local outage that affects your MATE service, we will let you know as soon as we can.<\/p>\n<h3>\u26a0\ufe0f What is a major outage?<\/h3>\n<p>A <strong>major outage<\/strong> is any unplanned issue that:<\/p>\n<ul>\n<li>Stops you from establishing or maintaining your service\n<ul>\n<li>Affects 100,000 or more services in operation, or<\/li>\n<li>Affects all carriage services in a State or Territory, and<\/li>\n<li>Lasts longer than 60 minutes<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h3>\ud83d\udccd What is a significant local outage?<\/h3>\n<p>A <strong>significant local outage<\/strong> is a smaller but still serious issue that:<\/p>\n<ul>\n<li>Stops you from accessing your service<\/li>\n<li>Affects or is likely to affect:\n<ul>\n<li>1,000 or more services in regional Australia, or<\/li>\n<li>250 or more services in remote Australia<\/li>\n<\/ul>\n<\/li>\n<li>Lasts longer than:\n<ul>\n<li>6 hours (regional)<\/li>\n<li>3 hours (remote)<\/li>\n<\/ul>\n<\/li>\n<li>Is <strong>not<\/strong> classified as a major outage<\/li>\n<\/ul>\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\"><strong>\ud83d\udca1 Tip:<\/strong> In regional areas, 1,000 or more affected services can trigger a significant outage. In remote areas, it is just 250.<\/div>\n<h3>\ud83d\udce2 How we will notify you<\/h3>\n<p>We will keep you informed using one or more of the following channels, depending on the type and scale of the outage:<\/p>\n<ul>\n<li>SMS<\/li>\n<li>Email<\/li>\n<li>In-app notification via the <a href=\"https:\/\/www.letsbemates.com.au\/mate\/mymate\/\" target=\"_blank\" rel=\"noopener\">myMATE app<\/a><\/li>\n<\/ul>\n<p>You can also check updates on:<\/p>\n<ul>\n<li><a href=\"https:\/\/www.letsbemates.com.au\/mate\/network-status\/\" target=\"_blank\" rel=\"noopener\">Our network status page<\/a><\/li>\n<li><a href=\"https:\/\/www.facebook.com\/beourmate\" target=\"_blank\" rel=\"noopener\">Our Facebook page<\/a><\/li>\n<\/ul>\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\"><strong>\ud83d\udca1 Tip:<\/strong> We will send updates every 6 hours for the first 24 hours, then every 24 hours after that. If something changes, we will update you sooner.<\/div>\n<h3>\ud83d\udccb What our updates will include<\/h3>\n<ul>\n<li>The suspected cause (if safe to share)<\/li>\n<li>Which areas and services are impacted<\/li>\n<li>The size and scope of the issue<\/li>\n<li>The estimated time to resolve it<\/li>\n<li>When you will receive the next update<\/li>\n<li>A resolution notification as soon as practicable once all affected services are restored, through the same channels listed under &#8220;<strong>How we will notify you<\/strong>&#8221; above<\/li>\n<\/ul>\n<div style=\"background-color: #e7f3fe; border-left: 4px solid #2196f3; border-radius: 10px; padding: 24px 30px; margin-bottom: 32px; font-family: 'Inter', sans-serif;\">\n<h2 style=\"font-size: 20px; margin-top: 0; color: #2196f3; display: flex; align-items: center;\"><span style=\"font-size: 24px; margin-right: 8px;\">\ud83d\udcde<\/span> Urgent support during major outages<\/h2>\n<p style=\"font-size: 16px; color: #181238; margin: 8px 0 18px;\">We\u2019ll have real-time support available during any major outages. You can contact us via live chat, call us on <a style=\"color: #2196f3; text-decoration: underline;\" href=\"tel:131413\">13 14 13<\/a>, or use our <a style=\"color: #2196f3; text-decoration: underline;\" href=\"https:\/\/www.letsbemates.com.au\/mate\/contact\/\" target=\"_blank\" rel=\"noopener\">support request form<\/a>.<\/p>\n<p style=\"font-size: 16px; color: #181238; margin: 8px 0 18px;\">If you need urgent help, these services are resourced and prioritised during outage events to support impacted customers, but there may still be some delays during periods of high demand.<\/p>\n<p style=\"font-size: 16px; color: #181238; font-weight: bold; margin-bottom: 12px;\">If accessibility is an issue, you can also contact:<\/p>\n<ul style=\"list-style: none; padding-left: 0; margin: 0;\">\n<li style=\"margin: 8px 0; display: flex; align-items: center;\"><span style=\"font-size: 16px; margin-right: 8px;\">\ud83d\udcde<\/span><br \/>\n<span style=\"font-size: 16px; color: #181238;\">National Relay Service: <a style=\"color: #2196f3; text-decoration: underline;\" href=\"tel:133677\">133677<\/a><\/span><\/li>\n<li style=\"margin: 8px 0; display: flex; align-items: center;\"><span style=\"font-size: 16px; margin-right: 8px;\">\ud83c\udf10<\/span><br \/>\n<span style=\"font-size: 16px; color: #181238;\">Translating &amp; Interpreting Service: <a style=\"color: #2196f3; text-decoration: underline;\" href=\"tel:131450\">131450<\/a><\/span><\/li>\n<\/ul>\n<\/div>\n<div>\n<div style=\"position: fixed; bottom: 10px; right: 20px; z-index: 2147483647;\"><\/div>\n<\/div>\n<div>\n<div style=\"position: fixed; bottom: 10px; right: 20px; z-index: 2147483647;\"><\/div>\n<\/div>\n<div>\n<div style=\"position: fixed; bottom: 10px; right: 20px; z-index: 2147483647;\"><\/div>\n<\/div>\n<div>\n<div style=\"position: fixed; bottom: 10px; right: 20px; z-index: 2147483647;\"><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>If there is a major or significant local outage that affects your MATE service, we will let you know as soon as we can. \u26a0\ufe0f What is a major outage? A major outage is any unplanned issue that: Stops you from establishing or maintaining your service Affects 100,000 or more services in operation, or Affects&#8230;<\/p>\n","protected":false},"featured_media":0,"template":"","faq_category":[2,37,61,62],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What communication will I receive if there\u2019s a major outage? | MATE<\/title>\n<meta name=\"description\" content=\"Find out how MATE notifies customers during a major internet outage, including the types of messages we send, how often we update you, and where to get support.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/major-outage-notifications\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What communication will I receive if there\u2019s a major outage? 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