If your 10mates nbn HFC service is having dropouts, it means your internet will go offline and come back online intermittently. These steps will help you identify the issue.

1. Your service may just be affected by an outage or planned maintenance. You can check your address on nbn®’s Network status and outages page and our Network Status page.

   If there is an outage or planned maintenance, the results will give you an estimated fix time.

2. Log into My Account and run an nbn service test.If the nbn service test identifies an issue, we’ll contact you.

3. Do you have any devices connected to your modem with an Ethernet cable? If these devices stay connected when devices on WiFi drop out, switch to troubleshooting WiFi Dropouts.

4. Find your nbn modem and make sure the cables are plugged in securely and not damaged. Our setup guide will show you how to plug in.You’ll need to replace any broken or chewed cables.
   

5. Still getting dropouts? Please call us on 1300 030 692 and we’ll help you. Take note of the Serial Number and CMAC Number on your nbn Connection Device’s barcode sticker because we’ll need these details to investigate further.
   Arris CM8200 (supplied before 1 October 2024)

   

   Arris CM3500 (supplied after 1 October 2024)