Internet Network Status | MATE

First things first, let’s get the myMATE app on your phone.

myMATE is available for Apple and Android devices and can be downloaded on your device using the links below.

Once you’ve got the app downloaded, it’s time to log in. Grab your MATE account number (what we like to call your MATE code) and your password.

If you’ve forgotten your password, no worries! Just tap “Forgot password,” and we’ll send a reset link to the registered mobile number on your account.

Now that you’re logged in, you can check if any outages are affecting your service. Here’s how to do it:

1. Tap on the Help section at the bottom of the screen.

2. Tap ‘Outages’ at the top of the screen

You’ll see a list of any current outages on this screen. If there’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. (NOTE: there may be a slight delay with how quickly an outage is shown on the app)

If an outage has been resolved, you will be prompted with this as shown in the below screenshot.

Want more information about an outage? You can find detailed information by visiting the events tab for your service. Here’s how to get there:

1. Tap your nbn internet service from the screen (shown below). (To get here, select ‘my services’ in the main screen)

2. You’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 top right corner (shown below). Then, click ‘view events’. 

You’ll see a list of current outages affecting the selected service.

“Open” outages are ongoing and affecting your service at the current time.

Don’t have a smartphone? Network outages specifically affecting your nbn internet service are also available in our self-care portal.

1. Log in to the self-care portal using your MATE account number (what we like to call your MATE code) and your password.

If you’ve forgotten your password, no worries! Just visit the “Forgot password“, section, and we’ll send a reset link to the registered mobile number on your account.

2. Now that you’re logged in, click “service inventory” on the right hand panel.

3. Then, click on the identifier of your active nbn internet service.

3. Under nbnfas tools, click “service events“.

4. The service events page displays a list of planned and unplanned outages.

“Open” outages are ongoing and affecting your service at the current time, while “Resolved” outages have been fixed and are no longer affecting your service.

We understand that nbn network outages can be frustrating and confusing, so we’ve created this comprehensive guide to help you navigate any potential service disruptions.

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.

Industry standards classify network outages into the following categories:

1. Maintenance and upgrades: 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.
2. Server-specific problems: 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.
3. Malicious attacks: 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.

To better understand how outages may affect your internet connection, it’s important to know about the different types of nbn technology that may be installed in your area. The most common types include:

• Fibre to the Premises (FTTP)
• Fibre to the Node (FTTN)
• Fibre to the Building (FTTB)
• Fibre to the Curb (FTTC)
• Hybrid Fibre-Coaxial (HFC)
• Fixed Wireless
• Satellite Service (Sky Muster) – this nbn technology is not offered by MATE

If you’re offline and there’s no listed outage in your area on our myMATE app or self-care portal, simply reboot your modem/router:

1. Pull out the power cord from the back of your modem/router;
2. Leave the power cord out for up to 30 seconds;
3. Plug the power cord back in again and allow your modem/router to power up for up to 2 minutes.

If you’re sure there’s no network outage, your equipment appears to be functioning correctly and you’re currently a customer of MATE, contact our support team for assistance.

We can provide additional troubleshooting steps, send a technician to inspect your equipment, or inform you if there’s any known outages that might be affecting your service.

Unfortunately, it’s not possible for your MATE internet service to remain connected during a power outage.

In the event of a power outage or blackout, your nbn internet and nbn home phone service will likely be disrupted.

Restoring power to your premises with an alternative power source will not work if there is an nbn outage in your area.

If you’re aware of planned maintenance in your area, it’s 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:

1. Make note of the scheduled outage time and duration so you know when to expect your internet connection to be unavailable.
2. Inform your household members, employees, or customers about the planned outage and any potential disruptions to your services.
3. Backup any important files and documents in case of unexpected issues during the outage.
4. Charge your mobile devices and consider having a portable battery pack or power bank available to keep your devices charged during the outage.
5. If possible, plan your work or online activities around the outage to minimise disruptions.

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.

If you’re experiencing network degradation, you can try some of the following steps to improve your connection:

1. Restart your modem and router, as previously mentioned.
2. If you’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).
3. Ensure that your connected devices and software are up to date.
4. If the issue persists, contact our support team for assistance.