How MATE’s internet network keeps you connected

IPv6 is newer internet technology that helps devices connect to the internet more efficiently.

Think of IPv6 like giving your internet unlimited parking spots. Older internet technology (IPv4) is running out of space, but IPv6 makes sure there’s always room for all your devices to connect smoothly.

Why does IPv6 matter?

• Faster and smoother connections – Helps your internet find the best and quickest path
• More room for devices – Lets more gadgets (phones, smart TVs, gaming consoles) connect without slowdowns
• Better security – Comes with built-in protections to help keep your online activity safer.
• Future-proof internet – More and more websites, apps, and services are moving to IPv6, so having it enabled keeps you ready

Do I need to do anything?

Most devices and websites now support IPv6, so having it enabled on your MATE internet service ensures the best experience online.

The internet is running out of room! The old system (IPv4) has a limited number of addresses, and with more devices connecting every day, we need more space. IPv6 gives us an unlimited supply, making sure everything from your phone to your smart fridge can stay connected without slowdowns.

What does this mean for you?

• Faster and more reliable connections – reduced latency
• No more IP address shortages: every device gets its own
• Future-proof internet as more services move to IPv6

Most modems support IPv6, but if you’re unsure, check out our guide to enabling IPv6 here.

Think of the internet like a city: every device needs an address to communicate. IPv4 is like an old suburb that’s run out of space, while IPv6 is a brand-new city with infinite addresses.

IPv6 improves how data moves online, finding the fastest route while offering better security and support for modern devices.

• More efficient and reliable internet
• Built-in security features
• Less congestion, so your internet runs smoother

Most modems support IPv6, but if you’re unsure, check out our guide to enabling IPv6 here.

Yes! MATE fully supports IPv6, and most customers will have it enabled by default.

Our network operates on a dual-stack environment, meaning both IPv4 and IPv6 run together to provide the best of both worlds.

Why does this matter and what does it mean for me?

• Faster and smoother connections – Helps your internet find the best and quickest path
• More room for devices – Lets more gadgets (phones, smart TVs, gaming consoles) connect without slowdowns
• Better security – Comes with built-in protections to help keep your online activity safer.
• Future-proof internet – More and more websites, apps, and services are moving to IPv6, so having it enabled keeps you ready

IPv6 is available across all MATE nbn services, including PPPoE and IPoE connections.

• DHCPv6 – for assigning both your WAN address and a prefix delegation (PD) for your home network.

For the best experience, we highly recommend enabling IPv6 on your modem/router.

Not sure how? Check out our step-by-step guide on How to Enable IPv6.

No. Keeping IPv6 enabled is recommended for most customers. Disabling it could cause issues with websites, streaming services, and gaming. But in rare cases, you might need to disable IPv6 temporarily if:

• Your work VPN doesn’t support IPv6
• A specific device you are using doesn’t work with IPv6 enabled
• Your work IT team suggests disabling it for troubleshooting on their end (for example, if you’re having issues connecting to your work VPN)

If you do turn off IPv6 in your modem/router and notice new issues, we strongly recommend turning IPv6 back on.

Still need help? Get in touch with our support team.

Want to see if your connection is using IPv6? Here’s how to check:

Quick IPv6 Check

1. Open your web browser and visit test-ipv6.com.
2. If you see “Your IPv6 address is” followed by a series of numbers and letters, IPv6 is working!
3. If you don’t see an IPv6 address, you may need to enable IPv6 in your modem settings.

Not seeing IPv6?

• Restart your modem/router and devices.
• Check your modem/router settings to ensure IPv6 is enabled.
• Some older devices may not support IPv6.

Imagine you live in a huge apartment building, but instead of each unit having its own street address, the whole building shares one main address. When mail arrives, the front desk sorts it and makes sure it gets to the right unit inside.

That’s kind of how CG-NAT (Carrier-Grade Network Address Translation) works for the internet!

The internet needs something called an IP address to know where to send information (like websites, videos, or emails). But because there aren’t enough IP addresses for everyone, CG-NAT lets multiple customers share a single public IP – just like an apartment building sharing one main address.

On your MATE internet connection, CG-NAT works behind the scenes, and most users won’t even notice it’s there. But if you’re using work VPNs, online gaming, or remote security cameras, you might need to tweak some settings.

No, CG-NAT is built into MATE’s network, so opting out isn’t possible. But don’t stress – most customers won’t even notice it’s there!

For most everyday activities like browsing, streaming, and video calls, CG-NAT won’t cause any issues whatsoever. But if you do happen to run into problems with work VPNs, online gaming, or remote security cameras, enabling IPv6 or adjusting some settings on your modem/router might help.

Still need help? Get in touch with our support team.

If you’re having trouble with your internet, we’ve put together a simple step-by-step guide you can follow to help you try and get back online.

Step 1: Restart your modem/router & nbn box (if you have one)

• Turn off your modem/router and unplug it from power.
• If you have an NBN connection box (NTD), turn it off and unplug it too.
• Wait 30 seconds, then plug both devices (if you have two) back in.
• Turn the NBN box on first (if applicable) and wait 2 minutes, then turn your modem/router back on.

Check if your internet is working. If not, move to Step 2.

Step 2: Check your modem settings (IPoE & IPv6)

• Connect a laptop or phone to your modem via Wi-Fi or Ethernet (heads up – you don’t need a working internet connection to do this).
• Open a web browser and enter 192.168.1.1 or 192.168.0.1 (check your modem sticker if unsure).
• Log in using the details on your modem/router (usually found on the back/bottom).
• Go to Internet Settings and make sure:
  • The Connection Type is set to IPoE/Dynamic IP (no username or password is needed).
  • IPv6 is enabled (this improves performance).
• Save your settings and restart the modem/router.

Check if your internet is working. If not, move to Step 3.

Step 3: Restart your devices after 20 minutes

Once your modem/router is set up correctly, wait 20 minutes to allow the network to assign your connection properly. Then:

• Restart all of your devices (phones, laptops, smart TVs, etc.).
• Forget your Wi-Fi network and reconnect to each device to refresh the connection.

Still no luck? Move to Step 4.

Step 4: Try disabling IPv6

• Log back into your modem/router settings (see Step 2).
• Find the IPv6 setting in your modem/router and disable it.
• Save your settings and restart your modem.
• Restart your devices again.

Still no internet? Move to Step 5.

Step 5: Factory reset your modem/router (last resort)

• Find the reset button (usually a small hole on the back of your modem).
• Use a paperclip or pin to press and hold it for 10-15 seconds until the lights flash.
• Wait 2-3 minutes for it to restart.
• Log back into your modem (see Step 2) and check:
• Select the Connection type: PPPoE
  • Your username would have been emailed in your activation email
  • The password is as you have set up or may have been sent as an SMS to you if you signed up with our sales team.
• IPv6 is enabled

If the problem continues, move to Step 6.

Step 6: Try disabling IPv6 again

If IPv6 was enabled again after the reset, disable it once more.

• Restart your modem and main device again.

If you’ve tried all of the above steps and are still having trouble, get in touch with our support team.

If your work VPN isn’t working or keeps disconnecting, try these steps:

• Restart your modem/router and device – A quick reboot often fixes connection issues.
• Check if IPv6 is enabled in your modem/router settings – Some VPNs work better with IPv6. Here’s how to enable IPv6 on some of the most common modem/router brands.
• Use a wired connection if possible – If the device you’re using, such as a laptop or desktop computer, is on Wi-Fi, try plugging directly into your modem/router
• Talk to your work IT team – Some workplace VPNs require a static IP to work correctly. The MATE network uses CG-NAT, which means your IP may change over time.

If your VPN still isn’t connecting, you may need a static IP. Reach out to your work IT department to check if this is required first.

If your work IT department has advised that you need a static IP, get in touch with our support team.

Are certain websites loading super slow or not at all? Here’s what you can try:

• Restart your modem/router device – A quick reboot often fixes connection issues.
• Enable IPv6 in your modem/router settings – Some websites prioritise IPv6. Here’s how to enable IPv6 on some of the most common modem/router brands.
• Restart your devices / refresh network settings – Restart all your connected devices to refresh your connection. If you’re on Wi-Fi, forget the network on devices like smart TVs, phones, and laptops, then reconnect. If you’re using Ethernet, unplug the cable, wait a few seconds, and then plug it back in.
• Try a different browser – Chrome, Safari, Edge, or Firefox may handle connections differently.
• Test another device – If a website site works on your phone but not your laptop, it may be a device issue.
• Check if the website is actually down – Use DownDetector to see if the site is having issues.

Need more help? Get in touch with our support team.

If your internet cuts in and out randomly (most people would refer to this as dropouts), try this:

• Check if IPv6 is enabled in your modem/router settings – Here’s how to enable IPv6 on some of the most common modem/router brands.
• Reboot your modem/router – A quick reboot often fixes connection issues.
• Restart your devices / refresh network settings – Restart all your connected devices to refresh your connection. If you’re on Wi-Fi, forget the network on devices like smart TVs, phones, and laptops, then reconnect. If you’re using Ethernet, unplug the cable, wait a few seconds, and then plug it back in.
• Check for Wi-Fi interference – Keep your modem away from thick walls, mirrors, and other electronics.
• Test on a wired connection if possible – If the device you’re using, such as a laptop or desktop computer, is on Wi-Fi, try plugging directly into your modem/router
• Disconnect extra devices – Too many devices can slow things down.

Still need help? Get in touch with our support team.

If you’re experiencing high ping, lag, or disconnections while gaming:

• Use a wired Ethernet connection if possible – If the device you’re using, such as a laptop or desktop computer, is connected through Wi-Fi, try plugging it directly into your modem/router
• Check if IPv6 is enabled in your modem/router settings – Some games perform better with IPv6. Here’s how to enable IPv6 on some of the most comment modem/router brands.
• Restart your device / refresh network settings – Restart your connected gaming device to refresh your connection. If you’re on Wi-Fi, forget the network, then reconnect. If you’re using Ethernet, unplug the cable, wait a few seconds, and then plug it back in.

If none of the above helps, try connecting via a VPN – some multiplayer games struggle with CG-NAT.

Still need help? Get in touch with our support team.

If Netflix, YouTube, Stan, or other streaming apps are buffering or failing to load:

• Restart your modem/router and the device you’re watching on – A simple reboot often fixes connection issues.
• Check if IPv6 is enabled in your modem/router settings – Some services will perform better with IPv6. Here’s how to enable IPv6 on some of the most common modem/router brands.
• Restart your devices / refresh network settings – Restart all your connected devices to refresh your connection. If you’re on Wi-Fi, forget the network on devices like smart TVs, phones, and laptops, then reconnect. If you’re using Ethernet, unplug the cable, wait a few seconds, and then plug it back in.
• Lower your video quality settings – For example, try switching from 4K to HD in your streaming app
• Check if the issue happens on multiple apps – For example, if YouTube works fine and you’re only having issues with Netflix, the issue may be on Netflix’s end.

Still need help? Get in touch with our support team.

If websites are taking forever to load, but your Wi-Fi signal seems fine:

• Check your internet speed – Run a speed test and compare it to your plan speeds.
• Check if IPv6 is enabled in your modem/router settings – Here’s how to enable IPv6 on some of the most common modem/router brands.
• Restart your modem/router – It sounds simple, but a reboot of all of your modem/router might often fix sluggish speeds.
• Restart your devices / refresh network settings – Restart all your connected devices to refresh your connection. If you’re on Wi-Fi, forget the network on devices like smart TVs, phones, and laptops, then reconnect. If you’re using Ethernet, unplug the cable, wait a few seconds, and then plug it back in.
• Check for background downloads or activity – Large downloads on other devices can slow down your connection.

Still need help? Get in touch with our support team.

If your Google Home, Amazon Echo, or other smart home gadgets aren’t connecting:

• Restart your modem/router and the device – A reboot of all of your devices could often solve issues.
• Check if your smart device supports IPv6 – Some older devices might not.
• Try connecting to a different Wi-Fi band – Many smart devices work better on 2.4GHz Wi-Fi instead of 5GHz.

Still need help? Get in touch with our support team.

DNS stands for Domain Name System.

Think of it like a phone book for the internet. When you type in a website like letsbemates.com.au, DNS translates it into the IP address that computers use to find and load the site.

Without DNS, you would have to remember long strings of numbers instead of simple website names. It’s an essential part of how the internet works, making browsing quick and easy.

By default, your MATE service automatically connects to our recommended DNS servers and you should always use these for the best experience.

MATE’s DNS servers are optimised for the fastest, most reliable performance on our network – our DNS ensures your connection always takes the quickest route to the sites and services you use most – like Netflix, YouTube, and more.

Using our DNS helps:

• Reduce connection delays, so you get faster load times
• Improve website and streaming performance by keeping your traffic local
• Ensure security and reliability, keeping your connection stable

Using MATE’s DNS ensures your internet will always take the best route, giving you the best possible experience.