{"id":9101,"date":"2019-11-14T16:09:29","date_gmt":"2019-11-14T05:09:29","guid":{"rendered":"https:\/\/www.letsbemates.com.au\/mate\/?page_id=9101"},"modified":"2026-03-16T20:30:45","modified_gmt":"2026-03-16T09:30:45","slug":"network-status","status":"publish","type":"page","link":"https:\/\/www.letsbemates.com.au\/mate\/network-status\/","title":{"rendered":"Network Status &#038; Outages | MATE"},"content":{"rendered":"<div style=\"background-color: #f2fcf7; border-left: 4px solid #00b26b; border-radius: 10px; padding: 24px 30px; margin-bottom: 32px; font-family: 'Inter', sans-serif;\">\n<h2 style=\"font-size: 20px; margin-top: 0; color: #00b26b; display: flex; align-items: center;\"><span style=\"font-size: 24px; margin-right: 8px;\">\ud83d\udfe2<\/span> No current major outages<\/h2>\n<p style=\"font-size: 16px; color: #181238; margin: 8px 0 18px;\">We\u2019re not aware of any major or significant outages impacting MATE internet or mobile services right now. If anything changes, we\u2019ll post updates here.<\/p>\n<p style=\"font-size: 16px; color: #181238; font-weight: bold; margin-bottom: 12px;\">For more information, you can also visit the links below:<\/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;\">\ud83c\udf10<\/span><br \/>\n<a style=\"text-decoration: underline; color: #181238; font-size: 16px;\" href=\"https:\/\/mymate.letsbemates.com.au\/event\/\" target=\"_blank\" rel=\"noopener\">nbn internet outages<\/a><\/li>\n<li style=\"margin: 8px 0; display: flex; align-items: center;\"><span style=\"font-size: 16px; margin-right: 8px;\">\ud83d\udce1<\/span><br \/>\n<a style=\"text-decoration: underline; color: #181238; font-size: 16px;\" href=\"https:\/\/www.telstra.com.au\/outages\" target=\"_blank\" rel=\"noopener\">Telstra mobile network outages<\/a><\/li>\n<li style=\"margin: 8px 0; display: flex; align-items: center;\"><span style=\"font-size: 16px; margin-right: 8px;\">\ud83d\udce2<\/span><br \/>\n<a style=\"text-decoration: underline; color: #181238; font-size: 16px;\" href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/major-outage-notifications\/\" target=\"_blank\" rel=\"noopener\">How we communicate major outages to our customers<\/a><\/li>\n<\/ul>\n<\/div>\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\udcac<\/span> Need help or want to report an outage?<\/h2>\n<p style=\"font-size: 16px; color: #181238; margin: 8px 0 18px;\">Our Aussie-based support team is here to help. <a style=\"color: #2196f3; text-decoration: underline;\" href=\"https:\/\/www.letsbemates.com.au\/mate\/support\/\" target=\"_blank\" rel=\"noopener\">Contact us here<\/a>.<\/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<hr \/>\n<p style=\"font-size: 16px; color: #181238;\">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.<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"mx-auto d-block alignnone wp-image-27421\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2025\/06\/myMATE-App-Landing-page-950-x-650-px.png\" alt=\"Screenshots of the myMATE app showing login, usage summary, service notifications, and payment update screens\" width=\"900\" height=\"616\" \/><\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"color: #00b26b;\">\ud83d\udcf1 Check internet outages using the myMATE app<\/span><\/h3>\n<div class=\"accordion-list\">\n<div class=\"accordion\">\n<p class=\"accordion-header\">\u25ba Step 1: Download the myMATE app<\/p>\n<div class=\"accordion-content\">\n<p>myMATE is available for Apple and Android devices.<\/p>\n<a style=\"display: inline-block; padding: 10px 20px; background-color: #00b26b; color: #fff; text-decoration: none; border-radius: 6px;\" href=\"https:\/\/www.letsbemates.com.au\/mate\/download-mymate\/\" target=\"_blank\" rel=\"noopener\">Download the myMATE app<\/a>\n<\/div>\n<\/div>\n<div class=\"accordion\">\n<p class=\"accordion-header\">\u25ba Step 2: Log in to the app<\/p>\n<div class=\"accordion-content\">\n<p>Use your MATE account number and password. If you&#8217;ve forgotten your password, tap &#8220;Forgot password.&#8221;<\/p>\n<p><img decoding=\"async\" style=\"max-width: 300px;\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/IMG_5808.png\" alt=\"Login screen\" \/><\/p>\n<\/div>\n<\/div>\n<div class=\"accordion\">\n<p class=\"accordion-header\">\u25ba Step 3: Check for outages<\/p>\n<div class=\"accordion-content\">\n<p>Go to <strong>Help<\/strong> \u2192 <strong>Outages<\/strong>. You\u2019ll see any current network issues.<\/p>\n<p><img decoding=\"async\" style=\"max-width: 300px;\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/myMATE-app.png\" alt=\"Help screen\" \/><br \/>\n<img decoding=\"async\" style=\"max-width: 300px;\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/image-3.png\" alt=\"Outages screen\" \/><\/p>\n<\/div>\n<div class=\"accordion\">\n<p class=\"accordion-header\">\u25ba Step 4: View outage history<\/p>\n<div class=\"accordion-content\">\n<p>Select your internet service, tap the cog icon, and choose <strong>View Events<\/strong>.<\/p>\n<p><img decoding=\"async\" style=\"max-width: 300px;\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/change-plan-2.png\" alt=\"Service screen\" \/><br \/>\n<img decoding=\"async\" style=\"max-width: 300px;\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/myMATE-app-1.png\" alt=\"Settings screen\" \/><br \/>\n<img decoding=\"async\" style=\"max-width: 300px;\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/image-3.png\" alt=\"Events list\" \/><\/p>\n<\/div>\n<div style=\"margin-top: 40px;\"><\/div>\n<h3><span style=\"color: #00b26b;\">\ud83d\udcbb Check internet outages using the self-care portal<\/span><\/h3>\n<div class=\"accordion-list\">\n<div class=\"accordion\">\n<p class=\"accordion-header\">\u25ba Step 1: Log in to the portal<\/p>\n<div class=\"accordion-content\">\n<p>Head to <strong>mymate.letsbemates.com.au<\/strong> and use your account number and password to log in.<\/p>\n<p><img decoding=\"async\" class=\"mx-auto d-block\" style=\"max-width: 800px;\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/05\/Screenshot-2023-05-12-at-1.13.11-pm.png\" alt=\"Login screen\" \/><br \/>\nIf needed, reset your password via the &#8220;Forgot password&#8221; link.<\/p>\n<p><img decoding=\"async\" class=\"mx-auto d-block\" style=\"max-width: 800px;\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/05\/Screenshot-2023-05-12-at-1.21.05-pm.png\" alt=\"Password reset\" \/><\/p>\n<\/div>\n<div class=\"accordion\">\n<p class=\"accordion-header\">\u25ba Step 2: View outages<\/p>\n<div class=\"accordion-content\">\n<p>Click <strong>service inventory<\/strong>, select your active service, then go to <strong>nbnfas tools \u2192 service events<\/strong>.<\/p>\n<p><img decoding=\"async\" class=\"mx-auto d-block\" style=\"max-width: 800px;\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/05\/Screenshot-2023-05-12-at-1.08.15-pm.png\" alt=\"Inventory screen\" \/><br \/>\n<img decoding=\"async\" class=\"mx-auto d-block\" style=\"max-width: 800px;\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/05\/Screenshot-2023-05-12-at-1.23.16-pm.png\" alt=\"Service ID\" \/><br \/>\n<img decoding=\"async\" class=\"mx-auto d-block\" style=\"max-width: 800px;\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/05\/image-12.png\" alt=\"Events menu\" \/><br \/>\n<img decoding=\"async\" class=\"mx-auto d-block\" style=\"max-width: 800px;\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/05\/image-13.png\" alt=\"Resolved events\" \/><\/p>\n<\/div>\n<div style=\"margin-top: 40px;\"><\/div>\n<h3><span style=\"color: #00b26b;\">\ud83e\udde0 Understanding network outages &amp; the nbn<\/span><\/h3>\n<div class=\"accordion-list\">\n<div class=\"accordion\">\n<p class=\"accordion-header\">\u25ba What is a network outage?<\/p>\n<div class=\"accordion-content\">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.<\/div>\n<\/div>\n<div class=\"accordion\">\n<p class=\"accordion-header\">\u25ba What are the different types of network outages?<\/p>\n<div class=\"accordion-content\">\n<p>Industry standards classify network outages into the following categories:<\/p>\n<ul>\n<li><strong>Maintenance and upgrades:<\/strong> 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.<\/li>\n<li><strong>Server-specific problems:<\/strong> 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.<\/li>\n<li><strong>Malicious attacks:<\/strong> 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.<\/li>\n<\/ul>\n<\/div>\n<div class=\"accordion\">\n<p class=\"accordion-header\">\u25ba What are the different nbn technology types?<\/p>\n<div class=\"accordion-content\">\n<p>To better understand how outages may affect your internet connection, it\u2019s important to know about the different types of nbn technology that may be installed in your area. The most common types include:<\/p>\n<ul>\n<li><a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/what-is-nbn-fibre-to-the-premises-fttp\/\" target=\"_blank\" rel=\"noopener\">Fibre to the Premises (FTTP)<\/a><\/li>\n<li><a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/what-is-nbn-fibre-to-the-node-fttn\/\" target=\"_blank\" rel=\"noopener\">Fibre to the Node (FTTN)<\/a><\/li>\n<li><a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/what-is-nbn-fibre-to-the-building-fttb\/\" target=\"_blank\" rel=\"noopener\">Fibre to the Building (FTTB)<\/a><\/li>\n<li><a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/what-is-nbn-fibre-to-the-curb-fttc\/\" target=\"_blank\" rel=\"noopener\">Fibre to the Curb (FTTC)<\/a><\/li>\n<li><a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/what-is-hybrid-fibre-coaxial-hfc\/\" target=\"_blank\" rel=\"noopener\">Hybrid Fibre-Coaxial (HFC)<\/a><\/li>\n<li><a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/what-is-nbn-fixed-wireless\/\" target=\"_blank\" rel=\"noopener\">Fixed Wireless<\/a><\/li>\n<li><a href=\"https:\/\/www.letsbemates.com.au\/mate\/nbn-connection-types\/\" target=\"_blank\" rel=\"noopener\">Learn more about nbn connection types<\/a><\/li>\n<\/ul>\n<\/div>\n<div class=\"accordion\">\n<p class=\"accordion-header\">\u25ba What should I do when my nbn internet service is down?<\/p>\n<div class=\"accordion-content\">\n<p>If you\u2019re offline and there\u2019s no listed outage in your area on our myMATE app or self-care portal, simply reboot your modem\/router:<\/p>\n<ul>\n<li>Pull out the power cord from the back of your modem\/router<\/li>\n<li>Leave the power cord out for up to 30 seconds<\/li>\n<li>Plug the power cord back in again and allow your modem\/router to power up for up to 2 minutes<\/li>\n<\/ul>\n<p>If you\u2019re sure there\u2019s no network outage, your equipment appears to be functioning correctly and you\u2019re currently a customer of MATE, contact our support team for assistance.<\/p>\n<p>We can provide additional troubleshooting steps, send a technician to inspect your equipment, or inform you if there\u2019s any known outages that might be affecting your service.<\/p>\n<\/div>\n<div class=\"accordion\">\n<p class=\"accordion-header\">\u25ba How do I stay connected during a power outage?<\/p>\n<div class=\"accordion-content\">\n<p>Unfortunately, it\u2019s not possible for your MATE internet service to remain connected during a power outage.<\/p>\n<p>In the event of a power outage or blackout, your nbn internet and nbn home phone service will likely be disrupted.<\/p>\n<p>Restoring power to your premises with an alternative power source will not work if there is an nbn outage in your area.<\/p>\n<\/div>\n<\/div>\n<div class=\"accordion\">\n<p class=\"accordion-header\">\u25ba What can I do before a planned network outage?<\/p>\n<div class=\"accordion-content\">\n<p>If you\u2019re aware of planned maintenance in your area, it\u2019s a good idea to prepare for the temporary loss of your internet connection. Here are some steps you can take:<\/p>\n<ul>\n<li>Make note of the scheduled outage time and duration<\/li>\n<li>Inform household members, employees, or customers<\/li>\n<li>Backup important files and documents<\/li>\n<li>Charge your mobile devices or use a portable power bank<\/li>\n<li>Plan your work or online activities around the outage<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"accordion\">\n<p class=\"accordion-header\">\u25ba My internet isn&#8217;t offline but feels slow, what can I do?<\/p>\n<div class=\"accordion-content\">\n<p>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.<\/p>\n<p>Try the following:<\/p>\n<ul>\n<li>Restart your modem and router<\/li>\n<li>Check the myMATE app or self-care portal for known issues<\/li>\n<li>Ensure your devices and software are up to date<\/li>\n<li>If it persists, contact our support team<\/li>\n<\/ul>\n<\/div>\n<div style=\"margin-top: 2em; margin-bottom: 2em; padding: 1em; background-color: #e7f3fe; border-left: 5px solid #2196f3; border-radius: 6px;\" role=\"note\" aria-label=\"Support info\"><strong>\ud83d\udcac Need help?<\/strong> If you&#8217;re having trouble accessing outage information in our myMATE app or self-care portal, or something doesn&#8217;t look right, our Aussie-based support team is here to help. <a style=\"color: #2196f3; text-decoration: underline;\" href=\"https:\/\/www.letsbemates.com.au\/mate\/support\/\" target=\"_blank\" rel=\"noopener\">Contact us here<\/a>.<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/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<div>\n<div style=\"position: fixed; bottom: 10px; right: 20px; z-index: 2147483647;\"><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>\ud83d\udfe2 No current major outages We\u2019re not aware of any major or significant outages impacting MATE internet or mobile services right now. If anything changes, we\u2019ll post updates here. For more information, you can also visit the links below: \ud83c\udf10 nbn internet outages \ud83d\udce1 Telstra mobile network outages \ud83d\udce2 How we communicate major outages to&#8230;<\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"acf":{"page_background":false,"custom_page_title":"Internet network status","page_subtitle":"Is your MATE internet service down? Check reported network outages or issues here","wp_breadcrumbs":"network status","has_parent":true,"parent_title":"support","parent_link":{"title":"","url":"https:\/\/www.letsbemates.com.au\/mate\/support\/","target":""},"steps_rep":[{"label":"Current network outages","content":"<p><strong>            <style>\r\n                .outagestable {\r\n                    font-size: 0.75rem;\r\n                    \/* table-layout: fixed; *\/\r\n                }\r\n\r\n                .outagestable td,\r\n                .outagestable th {\r\n                    padding: 0.25em;\r\n                }\r\n\r\n                @media (min-width: 700px) {\r\n                    .outagestable {\r\n                        font-size: 1rem;\r\n                        table-layout: auto;\r\n                    }\r\n\r\n                    .outagestable td,\r\n                    .outagestable th {\r\n                        padding: 0.75em;\r\n                    }\r\n                }\r\n\r\n         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class=\"modal-content\">\r\n                        <div class=\"modal-body\" id=\"modalDescription\">\r\n                            <!-- Placeholder for outage description -->\r\n                        <\/div>\r\n                    <\/div>\r\n                <\/div>\r\n            <\/div>\r\n\r\n            <script>\r\n                var descriptionModal = document.getElementById('descriptionModal');\r\n                descriptionModal.addEventListener('show.bs.modal', function(event) {\r\n                    var button = event.relatedTarget;\r\n                    var description = button.getAttribute('data-description');\r\n                    var modalDescription = document.getElementById('modalDescription');\r\n                    modalDescription.textContent = description;\r\n                });\r\n            <\/script>\r\n\r\n        <p class=\"text-center\">No outages found<\/p><\/strong><\/p>\n<hr \/>\n<h4 style=\"text-align: center;\">Need more information regarding a network interruption or fault?<\/h4>\n<p>&nbsp;<\/p>\n<p class=\"remarks text-center\" style=\"text-align: center;\"><a class=\"general-btn btn btn-yellow\" href=\"https:\/\/www.letsbemates.com.au\/faq\/\">Visit our FAQ page<\/a>\n"},{"label":"Upcoming network outages","content":"<p class=\"text-center\">No outages found<\/p>\n"},{"label":"Past network outages","content":"<p class=\"text-center\">No outages found<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: center;\"><strong>Please note that outages will be removed from this list 48 hours after they are resolved.<\/strong><\/p>\n"}],"enable_banner":false,"banner_image":false,"banner_brand":false,"enable_cta":true,"enable_cta_wave":false,"cta_content":"<h1>Internet Network Status | MATE<\/h1>\n<p>Network outages specifically affecting your nbn internet service are available in our myMATE app and self-care portal<\/p>\n<div>\n<div style=\"position: fixed; bottom: 10px; right: 20px; z-index: 2147483647;\"><\/div>\n<\/div>\n<div>\n<div 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05:53:17","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/www.letsbemates.com.au\/mate\/wp-includes\/images\/media\/default.png","width":900,"height":600,"sizes":{"thumbnail":"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/myMATE-app-YouTube-replacement-150x150.png","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/myMATE-app-YouTube-replacement-300x300.png","medium-width":300,"medium-height":300,"medium_large":"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/myMATE-app-YouTube-replacement-768x512.png","medium_large-width":768,"medium_large-height":512,"large":"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/myMATE-app-YouTube-replacement.png","large-width":900,"large-height":600,"1536x1536":"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/myMATE-app-YouTube-replacement.png","1536x1536-width":900,"1536x1536-height":600,"2048x2048":"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/myMATE-app-YouTube-replacement.png","2048x2048-width":900,"2048x2048-height":600}}}]}],"enable_faqs":true,"faqs_title":"Get set up on the myMATE app","faqs":[{"question":"Step 1: Download the myMATE app","answer":"<p>First things first, let&#8217;s get the myMATE app on your phone.<\/p>\n<p>myMATE is available for Apple and Android devices and can be downloaded on your device 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>\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<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"},{"question":"Step 2: Login into the myMATE app","answer":"<p>Once you&#8217;ve got the app downloaded, it&#8217;s time to log in. Grab your <a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/how-do-i-find-my-account-number-mate-code\/\" target=\"_blank\" rel=\"noopener\">MATE account number (what we like to call your MATE code)<\/a> and your password.<\/p>\n<p>If you&#8217;ve forgotten your password, no worries! Just tap &#8220;Forgot password,&#8221; and we&#8217;ll send a reset link to the registered mobile number on your account.<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"mx-auto d-block alignnone\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/IMG_5808.png\" alt=\"\" width=\"301\" height=\"652\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\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"},{"question":"Step 3: Checking for outages","answer":"<p>Now that you&#8217;re logged in, you can check if any outages are affecting your service. Here&#8217;s how to do it:<\/p>\n<p>1. Tap on the <strong>Help<\/strong> section at the bottom of the screen.<br \/>\n<img decoding=\"async\" loading=\"lazy\" class=\"mx-auto d-block alignnone\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/myMATE-app.png\" alt=\"\" width=\"301\" height=\"652\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>2. Tap &#8216;<strong>Outages&#8217;\u00a0<\/strong>at the top of the screen<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"mx-auto d-block alignnone\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/image-3.png\" alt=\"\" width=\"301\" height=\"652\" \/><\/p>\n<p>You&#8217;ll see a list of any current outages on this screen. If there&#8217;s an outage happening right now, you will see a brief message with some details about the outage. This is shown in the above screenshot. (<strong>NOTE: there may be a slight delay with how quickly an outage is shown on the app)<\/strong><\/p>\n<p>If an outage has been resolved, you will be prompted with this as shown in the below screenshot.<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"mx-auto d-block alignnone\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/IMG_5916.png\" alt=\"\" width=\"301\" height=\"652\" \/><\/p>\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"},{"question":"Step 4: Digging deeper into outages","answer":"<p>Want more information about an outage? You can find detailed information by visiting the events tab for your service. Here&#8217;s how to get there:<\/p>\n<p>1. Tap your nbn internet service from the screen (shown below). (<em>To get here, select &#8216;<strong>my services&#8217;\u00a0<\/strong>in the main screen)<\/em>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"mx-auto d-block alignnone\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/change-plan-2.png\" alt=\"\" width=\"301\" height=\"652\" \/><\/p>\n<p>2. You&#8217;ll then see the current month of usage of your nbn internet service. Tap on the settings cog (it looks like a small gear) in the <span style=\"text-decoration: underline;\">top right corner<\/span> (shown below). Then, click\u00a0<strong>&#8216;view events&#8217;.\u00a0<\/strong><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"mx-auto d-block alignnone\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/myMATE-app-1.png\" alt=\"\" width=\"301\" height=\"652\" \/><\/p>\n<p>You&#8217;ll see a list of current outages affecting the selected service.<\/p>\n<p>&#8220;Open&#8221; outages are ongoing and affecting your service at the current time.<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"mx-auto d-block alignnone\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2024\/05\/image-3.png\" alt=\"\" width=\"309\" height=\"664\" \/><\/p>\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"},{"question":" Can't access the app? Get outage information in our self-care portal","answer":"<p>Don&#8217;t have a smartphone? Network outages specifically affecting your nbn internet service are also available in our <a href=\"https:\/\/mymate.letsbemates.com.au\/\">self-care portal<\/a>.<\/p>\n<p>1. Log in to the self-care portal using your <a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/how-do-i-find-my-account-number-mate-code\/\" target=\"_blank\" rel=\"noopener\">MATE account number (what we like to call your MATE code)<\/a> and your password.<\/p>\n<p><img decoding=\"async\" class=\"mx-auto d-block\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/05\/Screenshot-2023-05-12-at-1.13.11-pm.png\" \/><\/p>\n<p>If you&#8217;ve forgotten your password, no worries! Just visit the &#8220;<a href=\"https:\/\/mymate.letsbemates.com.au\/password.html\">Forgot password<\/a>&#8220;, section, and we&#8217;ll send a reset link to the registered mobile number on your account.<\/p>\n<p><img decoding=\"async\" class=\"mx-auto d-block\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/05\/Screenshot-2023-05-12-at-1.21.05-pm.png\" \/><\/p>\n<p>2. Now that you&#8217;re logged in, click &#8220;<strong>service inventory<\/strong>&#8221; on the right hand panel.<\/p>\n<p><img decoding=\"async\" class=\"mx-auto d-block\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/05\/Screenshot-2023-05-12-at-1.08.15-pm.png\" \/><\/p>\n<p>3. Then, click on the identifier of your active nbn internet service.<\/p>\n<p><img decoding=\"async\" class=\"mx-auto d-block\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/05\/Screenshot-2023-05-12-at-1.23.16-pm.png\" \/><\/p>\n<p>3. Under nbnfas tools, click &#8220;<strong>service events<\/strong>&#8220;.<\/p>\n<p><img decoding=\"async\" class=\"mx-auto d-block\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/05\/image-12.png\" \/><\/p>\n<p>4. The service events page displays a list of planned and unplanned outages.<\/p>\n<p><img decoding=\"async\" class=\"mx-auto d-block\" src=\"https:\/\/www.letsbemates.com.au\/mate\/wp-content\/uploads\/2023\/05\/image-13.png\" \/><\/p>\n<p>&#8220;Open&#8221; outages are ongoing and affecting your service at the current time, while &#8220;Resolved&#8221; outages have been fixed and are no longer affecting your service.<\/p>\n<p>&nbsp;<\/p>\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"}],"enable_getting_started":false,"enable_testimonials":false,"enable_faq_2":true,"faqs_title_2":"Understanding nbn network outages","faq_2":[{"question":"What is a network outage?","answer":"<p>We understand that nbn network outages can be frustrating and confusing, so we\u2019ve created this comprehensive guide to help you navigate any potential service disruptions.<\/p>\n<p>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.<\/p>\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"},{"question":"What are the different types of network outages?","answer":"<p><span style=\"font-weight: 400;\">Industry standards classify network outages into the following categories:<\/span><\/p>\n<ol>\n<li><b>Maintenance and upgrades:<\/b><span style=\"font-weight: 400;\"> 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.<\/span><\/li>\n<li><b>Server-specific problems:<\/b> 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.<\/li>\n<li><b>Malicious attacks:<\/b> 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.<\/li>\n<\/ol>\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"},{"question":"What are the different nbn technology types?","answer":"<p>To better understand how outages may affect your internet connection, it\u2019s important to know about the different types of nbn technology that may be installed in your area. The most common types include:<\/p>\n<ul>\n<li><a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/what-is-nbn-fibre-to-the-premises-fttp\/\">Fibre to the Premises (FTTP)<\/a><\/li>\n<li><a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/what-is-nbn-fibre-to-the-node-fttn\/\">Fibre to the Node (FTTN)<\/a><\/li>\n<li><a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/what-is-nbn-fibre-to-the-building-fttb\/\">Fibre to the Building (FTTB)<\/a><\/li>\n<li><a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/what-is-nbn-fibre-to-the-curb-fttc\/\">Fibre to the Curb (FTTC)<\/a><\/li>\n<li><a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/what-is-hybrid-fibre-coaxial-hfc\/\">Hybrid Fibre-Coaxial (HFC)<\/a><\/li>\n<li><a href=\"https:\/\/www.letsbemates.com.au\/mate\/faq\/what-is-nbn-fixed-wireless\/\">Fixed Wireless<\/a><\/li>\n<li><a href=\"https:\/\/www.letsbemates.com.au\/mate\/nbn-connection-types\/\">Satellite Service (Sky Muster)<\/a> &#8211; this nbn technology is not offered by MATE<\/li>\n<\/ul>\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"},{"question":"What should I do when my nbn internet service is down?","answer":"<p>If you\u2019re offline and there\u2019s no listed outage in your area on our myMATE app or self-care portal, simply reboot your modem\/router:<\/p>\n<ol>\n<li>Pull out the power cord from the back of your modem\/router;<\/li>\n<li>Leave the power cord out for up to 30 seconds;<\/li>\n<li>Plug the power cord back in again and allow your modem\/router to power up for up to 2 minutes.<\/li>\n<\/ol>\n<p>If you&#8217;re sure there&#8217;s no network outage, your equipment appears to be functioning correctly and you&#8217;re currently a customer of MATE, <a href=\"https:\/\/www.letsbemates.com.au\/mate\/support\/\">contact our support team<\/a> for assistance.<\/p>\n<p>We can provide additional troubleshooting steps, send a technician to inspect your equipment, or inform you if there&#8217;s any known outages that might be affecting your service.<\/p>\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"},{"question":"How do I stay connected during a power outage?","answer":"<p>Unfortunately, it&#8217;s not possible for your MATE internet service to remain connected during a power outage.<\/p>\n<p>In the event of a power outage or blackout, your nbn internet and nbn home phone service will likely be disrupted.<\/p>\n<p>Restoring power to your premises with an alternative power source will not work if there is an nbn outage in your area.<\/p>\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"},{"question":"What can I do before a planned network outage?","answer":"<p><span style=\"font-weight: 400;\">If you\u2019re aware of planned maintenance in your area, it\u2019s a good idea1 to prepare for the temporary loss of your internet connection. Here are some steps you can take to minimise the impact of a planned outage:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Make note of the scheduled outage time and duration so you know when to expect your internet connection to be unavailable.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Inform your household members, employees, or customers about the planned outage and any potential disruptions to your services.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Backup any important files and documents in case of unexpected issues during the outage.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Charge your mobile devices and consider having a portable battery pack or power bank available to keep your devices charged during the outage.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">If possible, plan your work or online activities around the outage to minimise disruptions.<\/span><\/li>\n<\/ol>\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"},{"question":"My internet isn't offline but feels slow, what can I do?","answer":"<p><span style=\"font-weight: 400;\">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, which can result from various factors.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you\u2019re experiencing network degradation, you can try some of the following steps to improve your connection:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Restart your modem and router, as previously mentioned.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">If you&#8217;re a customer of MATE, check for any known outages or issues in our myMATE app or self-care portal (specific instructions can be found at the top of this page).<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Ensure that your connected devices and software are up to date.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">If the issue persists, <a href=\"\/mate\/support\/\">contact our support team<\/a> for assistance.<\/span><\/li>\n<\/ol>\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"}],"mate_custom_head_html_content":"<script type=\"application\/ld+json\">\r\n{\r\n  \"@context\": \"https:\/\/schema.org\",\r\n  \"@type\": \"FAQPage\",\r\n  \"@id\": \"https:\/\/www.letsbemates.com.au\/mate\/network-status\/#faq\",\r\n  \"mainEntity\": [\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"How can I check internet outages using the myMATE app?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"Download the myMATE app from the Apple App Store or Google Play. Log in using your MATE account number and password. Navigate to Help \u2192 Outages to view any current network issues affecting your service.\"\r\n      }\r\n    },\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"How do I download and log in to the myMATE app?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"Download the myMATE app for Apple or Android devices. Log in using your MATE account number and password. If you have forgotten your password, you can reset it using the Forgot Password option.\"\r\n      }\r\n    },\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"How can I view outage history in the myMATE app?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"Open the myMATE app, select your internet service, tap the settings or cog icon, and choose View Events to see outage history and service events.\"\r\n      }\r\n    },\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"How can I check internet outages using the self-care portal?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"Log in to the self-care portal using your MATE account number and password. Go to Service Inventory, select your active service, and open the nbnFAS tools section to view service events and outage information.\"\r\n      }\r\n    },\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"What should I do if there is no listed outage but my service is not working?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"If there is no listed outage and your equipment appears to be functioning correctly, contact the MATE support team. They can provide troubleshooting steps, arrange a technician visit if required, or confirm whether there is a known network issue.\"\r\n      }\r\n    },\r\n    {\r\n      \"@type\": \"Question\",\r\n      \"name\": \"Will my MATE internet service work during a power outage?\",\r\n      \"acceptedAnswer\": {\r\n        \"@type\": \"Answer\",\r\n        \"text\": \"No. Your MATE internet service will not remain connected during a power outage. 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