{"id":29591,"date":"2026-03-03T11:08:17","date_gmt":"2026-03-03T00:08:17","guid":{"rendered":"https:\/\/www.letsbemates.com.au\/mate\/?post_type=faq&p=29591"},"modified":"2026-03-09T17:18:15","modified_gmt":"2026-03-09T06:18:15","slug":"service-test-nbn","status":"publish","type":"faq","link":"https:\/\/www.letsbemates.com.au\/mate\/faq\/service-test-nbn\/","title":{"rendered":"How do I run a service test for my nbn service?"},"content":{"rendered":"
\n

You can run service tests in the myMATE app<\/a> or the self-care portal<\/a> to check different parts of your nbn connection. It\u2019s a handy way to pinpoint what might be causing slow speeds, dropouts, or no connection.<\/p>\n

How to run a service test<\/h3>\n
    \n
  1. Sign in to the myMATE app or the self-care portal<\/li>\n
  2. Select Services<\/span><\/li>\n
  3. Choose your nbn service<\/span><\/li>\n
  4. Tap the \u2022\u2022\u2022<\/span> menu<\/li>\n
  5. Select Service tests<\/span><\/li>\n
  6. Scroll down and tap Request a test<\/span><\/li>\n<\/ol>\n

    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\u2019ll only get options that apply to your service.<\/p>\n

    What the tests mean<\/h3>\n

    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.<\/p>\n

    \ud83d\udca1 Where should I start?<\/span> If you’re not sure which test to run first, try a Service health test<\/span> or Performance test<\/span>. These provide a quick overview of your connection and can often highlight where the issue might be.<\/div>\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n
    Test name<\/th>\nWhat it does<\/th>\nBest used for<\/th>\nHint<\/th>\n<\/tr>\n<\/thead>\n
    Service health test<\/span><\/td>\nRuns an overall check on your service across the nbn network to confirm it is active and not reporting a fault.<\/td>\nWhen your internet is not working properly.<\/td>\nLook for all green or \u201chealthy\u201d results. Any red or failed section usually means we may need to lodge a fault with nbn.<\/td>\n<\/tr>\n
    Performance test<\/span><\/td>\nChecks how your connection is performing right now, including speed and traffic flow.<\/td>\nWhen speeds feel slow.<\/td>\nCompare the result against your plan speed. If it is much lower than expected, especially in the evening, further investigation may be needed.<\/td>\n<\/tr>\n
    nbn sync test<\/span><\/td>\nChecks whether your service is properly connected at the network level. This confirms the connection itself is up, not just your Wi-Fi.<\/td>\nWhen you have no connection or frequent dropouts.<\/td>\nIf it shows \u201cdown\u201d or \u201cnot connected\u201d, the issue is likely between your premises and the network, not your Wi-Fi. We may need to lodge a fault with nbn.<\/td>\n<\/tr>\n
    Loopback test<\/span><\/td>\nSends a test signal through the connection and checks that it returns correctly. This confirms the service can pass data.<\/td>\nWhen the connection seems completely down.<\/td>\nA failed result usually means the service cannot pass traffic through the expected path, and we may need to lodge a fault with nbn.<\/td>\n<\/tr>\n
    Line state test (copper)<\/span><\/td>\nChecks the condition of the copper line from the network side.<\/td>\nWhen the service is unstable.<\/td>\nLook for degraded or abnormal line state readings. If anything is degraded, we may need to lodge a fault with nbn.<\/td>\n<\/tr>\n
    Metallic line test<\/span><\/td>\nTests the copper line for signs of physical faults like noise, damage or interference.<\/td>\nWhen dropouts keep happening.<\/td>\nIf interference or imbalance is detected, this often points to a physical line issue and we may need to lodge a fault with nbn.<\/td>\n<\/tr>\n
    Single end line test (SELT)<\/span><\/td>\nChecks line quality from the network side only, even if your modem is not connected.<\/td>\nWhen the service will not connect at all.<\/td>\nA failed result usually indicates a serious line fault or disconnection and we may need to lodge a fault with nbn.<\/td>\n<\/tr>\n
    Line quality diagnostic<\/span><\/td>\nReviews stability and error patterns over time to identify ongoing issues.<\/td>\nWhen problems keep coming back.<\/td>\nRepeated errors or instability trends suggest a persistent fault rather than a one-off issue. We may need to lodge a fault with nbn.<\/td>\n<\/tr>\n
    nbn port reset<\/span><\/td>\nRefreshes your connection at the nbn side so it can reconnect cleanly.<\/td>\nWhen everything looks connected but nothing loads.<\/td>\nIf 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.<\/td>\n<\/tr>\n
    NTD status check<\/span><\/td>\nChecks the health and alarm status of your nbn connection box.<\/td>\nWhen the nbn box lights look unusual.<\/td>\nLook for alarm states, offline status or port errors. Normal status should show active and healthy.<\/td>\n<\/tr>\n
    NTD reset<\/span><\/td>\nRestarts the nbn connection box to refresh the connection to the network. This allows the service to reconnect cleanly.<\/td>\nWhen the connection appears offline or has stopped working suddenly.<\/td>\nThe 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.<\/td>\n<\/tr>\n
    UNI-D port status check<\/span><\/td>\nChecks whether the data port on your nbn box is active and detecting your router.<\/td>\nWhen your router is plugged in but you still cannot get online.<\/td>\nConfirm the detected MAC address matches your router\u2019s 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.<\/td>\n<\/tr>\n
    DPU port status test<\/span><\/td>\nChecks the street-level connection point linking your premises to the network.<\/td>\nWhen there is no connection at all.<\/td>\nIf the port is not active, the issue may sit outside the home and we may need to lodge a fault with nbn.<\/td>\n<\/tr>\n
    HFC signal test<\/span><\/td>\nChecks the signal quality on the cable network delivering your service.<\/td>\nWhen you have unstable speeds or dropouts.<\/td>\nLow or fluctuating signal levels can explain repeated dropouts. We may need to lodge a fault with nbn.<\/td>\n<\/tr>\n
    Wireless signal quality test<\/span><\/td>\nChecks the strength and stability of the wireless link delivering your nbn connection.<\/td>\nWhen your connection drops out or runs slowly in a wireless area.<\/td>\nWeak 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.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n
    \n
    <\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"

    You can run service tests in the myMATE app or the self-care portal to check different parts of your nbn connection. It\u2019s 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…<\/p>\n","protected":false},"featured_media":0,"template":"","faq_category":[2,62],"acf":[],"yoast_head":"\nHow do I run a service test for my nbn service? | MATE<\/title>\n<meta name=\"description\" content=\"Run service tests in the myMATE app or self-care portal to check speeds, sync, line quality, and equipment status. 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