{"id":8401,"date":"2019-08-01T16:15:46","date_gmt":"2019-08-01T06:15:46","guid":{"rendered":"https:\/\/new.letsbemates.com.au\/mate\/?post_type=faq&#038;p=8401"},"modified":"2026-04-28T16:14:20","modified_gmt":"2026-04-28T06:14:20","slug":"will-i-always-receive-compensation-for-my-service-being-unavailable","status":"publish","type":"faq","link":"https:\/\/www.letsbemates.com.au\/mate\/faq\/will-i-always-receive-compensation-for-my-service-being-unavailable\/","title":{"rendered":"Will I always receive credit for my service being unavailable?"},"content":{"rendered":"<p>Not always. While we may offer a goodwill credit in some situations, it isn\u2019t automatic and won\u2019t apply to every outage or fault.<\/p>\n<h4>When a goodwill credit may be considered<\/h4>\n<p>We may look at applying a credit once the issue has been resolved if:<\/p>\n<ul>\n<li>There was a confirmed network fault or outage<\/li>\n<li>The issue wasn\u2019t caused by equipment inside your home<\/li>\n<li>Your service was noticeably affected for a period of time<\/li>\n<\/ul>\n<h4>When credits aren\u2019t usually applied<\/h4>\n<p>We generally don\u2019t apply credits for issues related to:<\/p>\n<ul>\n<li>Equipment or wiring inside your home (like your modem, router or cabling)<\/li>\n<li>Planned maintenance on the network<\/li>\n<li>Your own device or home setup (like software or Wi-Fi configuration)<\/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\"><span style=\"font-weight: 600;\">\ud83d\udca1 Tip:<\/span> If you&#8217;re not sure what caused the issue, reach out to us and we\u2019ll check it for you.<\/div>\n<p>For more detail on how credits are assessed, you can read our full guide here:<\/p>\n<a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/what-credit-is-offered-for-outages-and-faults\/\">What credit is offered for outages and faults?<\/a>\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> If you\u2019ve had a recent issue and want us to take a look, <a style=\"color: #1976d2; text-decoration: underline;\" href=\"https:\/\/www.letsbemates.com.au\/mate\/support\/\">get in touch with us<\/a>.<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Not always. While we may offer a goodwill credit in some situations, it isn\u2019t automatic and won\u2019t apply to every outage or fault. When a goodwill credit may be considered We may look at applying a credit once the issue has been resolved if: There was a confirmed network fault or outage The issue wasn\u2019t&#8230;<\/p>\n","protected":false},"featured_media":0,"template":"","faq_category":[2,54,53,52,57,62,5,31],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Will I get outage credit? | MATE service disruptions explained<\/title>\n<meta name=\"description\" content=\"Find out when MATE may apply outage credits, when they don\u2019t apply, and how service disruptions are assessed.\" \/>\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\/will-i-always-receive-compensation-for-my-service-being-unavailable\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Will I get outage credit? 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