how do I log a fault for my internet service?

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Having internet issues? Here’s how to report a fault

Having trouble with your internet? We’re here to help! You can quickly log a fault through our myMATE app or self-care portal.

You can download our myMATE app for your device from the App Store (iOS) or Google Play (Android) using the links below:

Important stuff to know first:

We’ll work with nbn to get your service back to normal as soon as possible
You’ll get updates within 3 business days via SMS and the myMATE app
We might need some extra info from you along the way

Want to report a fault on your phone?

Once you’ve downloaded the app, you’ll need to log in using your account number/MATE code and account password. You can find your account number/MATE code on your invoice. You can find your password on the initial email we sent you upon signup. If you have forgotten your password, click here to recover it.

The myMATE app makes it easy! Here’s how:

Login with your account number (MATE code)
Click ‘report a fault’.

myMate APP

3. Select your nbn service

myMate App report a fualt

4. Double-check your contact details are spot on (so we can reach you if we need to!)

Screenshot of the 'Report a Fault' screen in the MATE mymate app, showing fields to enter site contact details and a highlighted 'Next' button.

5. Choose what’s wrong:

Service completely offline? Select “offline”
Having speed issues or dropouts? Select these options

Screenshot of the 'Report a Fault' screen in the MATE mymate app, showing a dropdown menu for selecting a fault type with options like "Speed - Problems with performance," "Dropouts - Intermittent Internet," and "Offline - No data flow."

6. Review everything and hit “Submit Fault”

Screenshot of the 'Report a Fault' confirmation screen in the MATE mymate app, showing the entered site contact and fault type with a highlighted 'Submit Fault' button.

Our system will run some tests and if needed, we’ll raise a ticket with nbn.

Prefer to use your computer?

No worries! You can jump onto our self-care portal:

Log in with your account number (MATE code)
Click “report a fault”

Screenshot showing the ‘Report a Fault’ button location in MATE's self-care portal.

3. Select your nbn service

Screenshot of the 'Report a Fault' page in MATE's self-care portal, showing a dropdown menu to select a service type and a highlighted 'Next' button to proceed.

4. Double-check your contact details are spot on (so we can reach you if we need to!)

Screenshot of the 'Report a Fault' page in MATE's self-care portal, showing the dropdown menu for selecting a service type and fields for entering site contact details.

5. Choose your fault type (offline, speed, or dropouts)

Screenshot of the 'Report a Fault' page in MATE's self-care portal, showing a dropdown menu under the "Fault" section with options like "Speed - Problems with performance," "Dropouts - Intermittent Internet," and "Offline - No data flow."

6. Review and hit “Submit Fault”

Screenshot of the 'Report a Fault' page in MATE's self-care portal, showing the completed form with selected service type, site contact details, fault type, and a highlighted 'Submit Fault' button.

Want to check your fault status?

In the myMATE app: Hit “my faults” to see the latest
On the self-care portal: Go back to “report a fault” and click “show”

Still having issues and haven’t heard from us within 3 business days? Get in touch with our support team.

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