In today’s fast-paced digital world, a reliable internet connection has become an essential part of our daily lives. Whether you use the internet for work, entertainment, or staying connected with loved ones, an unexpected power outage or internet network disruption can be frustrating. At MATE, we understand the importance of a seamless online experience, which is why we want to help you navigate nbn service outages with ease. 

Check your network status on the myMATE app

To make it even easier for MATE customers to stay informed about planned outages and connectivity issues, we’ve developed the myMATE app. This handy tool allows you to check the network status and receive real-time updates about estimated fix times right at your fingertips. If you haven’t already, we highly recommend downloading the myMATE app on your iPhone or Android device to keep track of any nbn outages that may arise.

The myMATE app provides a convenient way to stay informed about the status of your national broadband network internet service. Whether you’re experiencing an outage or want to know if there are any scheduled maintenance activities in your area, our app keeps you in the loop. With planned outage information and reported problems provided in real-time, you can better plan your online activities and get a clear view of any ongoing issues and their estimated fix times.

Troubleshooting tips

Restart your router

If you’re experiencing an internet outage or network degradation, one of the simplest yet most effective troubleshooting steps is to restart your router. This step can often resolve minor connectivity issues. Follow these steps to restart your router:

1. Locate the power button on your router and press it to turn it off.
2. Wait for a couple of minutes, allowing the router to fully power down. This gives it a chance to reset.
3. Once the waiting time is over, turn the router back on and wait for it to restart completely.
4. After the router has restarted, check if the internet connection has been restored.

By restarting your router, you allow it to refresh its internal settings and establish a new connection with your internet service provider, potentially resolving any temporary issues.

Check status lights

Your router is equipped with various status lights that provide valuable information about its connection status. Familiarising yourself with these lights and understanding their indications can help you diagnose potential problems. Here are the commonly found status lights and what they signify:

• Power light: This light should be solid or blinking, indicating that the router is receiving power. If it’s not lit, check the power source and make sure the router is properly plugged in.
• Internet light: This light should be solid or blinking, indicating an active internet connection. If it’s off or displaying abnormal behaviour, it suggests a problem with the connection between your router and the internet service provider. Contact customer support for further assistance.
• Wi-Fi light: This light should be solid or blinking, indicating the availability of a wireless network. If it’s not lit, there might be an issue with the Wi-Fi functionality of your router. Try restarting the router or consulting the user manual for troubleshooting steps.

If any of these lights are not behaving as expected, consult your router’s user manual to understand the specific light configurations and their meanings. This information can help you identify the nature of the problem and guide you toward a solution.

Contact customer support

If you have followed the troubleshooting steps and the internet outage persists, it’s time to reach out to customer support.

As a MATE customer, you can rely on our dedicated Australian customer support team to assist you in resolving the issue. Once you explain the issue you’re facing and provide any relevant information about the troubleshooting steps you have already taken, the MATE customer support team will guide you through further troubleshooting or escalate the issue if necessary.

Staying online during an outage

Mobile hotspot

During an nbn outage, using a mobile hotspot can serve as a temporary solution to stay connected. Most smartphones have a built-in hotspot feature that allows you to share your mobile data connection with other devices. To enable and utilise a mobile hotspot, follow these steps:

1. Go to the settings menu on your smartphone.
2. Look for the “Personal Hotspot” or “Mobile Hotspot” option. The exact name may vary depending on your device’s manufacturer and operating system.
3. Enable the feature and configure the hotspot settings, such as the network name (SSID) and password.
4. Once the hotspot is active, connect your other devices, such as laptops or tablets, to the hotspot network using the provided password.

Keep in mind that using a mobile hotspot consumes mobile data, so monitor your usage to avoid exceeding your data plan limit. Additionally, consider any additional costs or limitations that may apply, such as reduced speed or throttling after a certain data threshold.

Public Wi-Fi

Another option to consider during an nbn outage is accessing public Wi-Fi networks available in your area. Many local establishments, such as cafes, libraries, or community centres, offer free Wi-Fi access to their customers or the general public. Here are some tips for using public Wi-Fi:

• Ensure the network you connect to is reputable and secure. Look for networks that require a password or have encryption enabled.
• Avoid accessing sensitive information or conducting online transactions while connected to public networks. Be cautious of entering personal details or financial information.

While using public Wi-Fi can provide temporary internet access during an outage, it’s important to remain vigilant about your online security and privacy.

Navigating network outages with MATE

In the world of constant online connectivity, dealing with an internet outage or network degradation can seem like a daunting task. However, with the myMATE app, MATE’s dedicated customer support, and a few simple troubleshooting techniques, you’re well-equipped to handle any unexpected disruptions to your nbn service.