Not helping at all when you have a faulty issue
I thought mate was my ‘mate’ for the first few months I even recommended to my friends. However, from 4 months I have been using this, there are few issues with internet connection. Frequent disconnectinon and very low download speed. And the finally it’s been disconnected for 4 days now but there are not updating or resolve. Even though you call them you only able to leave a message and they would send you a text. Telling you they are working on it and will be contacted you in 24~48 hours later. I had this text twice and one email.
Just hopeless I am not totally able to get any help from anyone except a text message or email.
Really annoying. Looking for another broadband company.
Waayyyyy better than Optus
These guys are wayyyyyy better than Optus (worst customer service in the world). Mate where have you been all my life!? Great speed, great customer service (Australian based - not offshore). All round great product - happy customer!
Avoid! Worst internet provider I've ever seen.
Why? Because their "Aussie" support is terrible. Please have the decency and don't call it Aussie. You are giving it a bad name.
1. The tech support is terrible. They neither have the knowledge nor the tools to provide quality service (given that they charge a premium price).
2. The support is slow and doesn't give a damn that you have problem. They don't even take the responsibility.
Here's my story:
I joined 3mo ago based on the reviews on this site and canceled after 2mo.
I was experiencing very low speed (2Mbps) since the beginning. I called the tech support and they told me "No worries mate! It's normal" which was clearly not true. When I insisted on troubleshooting, they just called my phone line and said it sounds clear! No measurement or anything! When I asked what is the average speed in my area they couldn't even answer that.
After a month I was disconnected (the line was dead). It took a week for their support to find the problem and send a technician. After fixing the line the internet speed jumped to 8Mbps! They didn't even bother to reimburse me for the period that I didn't have internet which they must.
Very professional and great customer service
MATE were fantastic from the get go. I had just purchased my first home, and was trying to find out which internet services I could acquire, they responded promptly and were very helpful in sorting out how to get me set up (and fix up errors in Telstra's records). Getting to chat to an Australian customer service team makes things so much easier!
The connection itself is adequate, it's ADSL so it's unfortunately quite slow and struggles during peak times, but that's no fault of MATE. Hopefully once NBN rolls out in my area things will improve. I bought their pre-configured modem/router and it works without issue.
Good for the start
When I got MATE connection, it was working perfectly for first six months but it's giving me trouble from last few weeks. It freezes every two minutes. My wifi modem is connected properly but still I don't get enough speed.i contacted company but still no help.
So much better than my previous provider!
I was on an ADSL2 plan with iiNet - with whom I was getting 1 or 2 mb download during peak.
After switching to an ADSL2 plan with MATE, I'm now getting 12 mb download during peak.
The whole switch over process only took 10 business days, starting from me initially requesting the change, to when my new connection was live.
Their customer service team also responded to all my emails within an hour!
Very happy customer!
Reliable service provider
MATE communicate have been fantastic - prompt customer service (they actually do call you back!), courteous, professional and to-the-point support when needed. Based in Australia with Australian service team.
Highly recommend and you will get what you pay for.
Saved our Christmas
After having been given a runaround by Telstra and TPG I called mate and spoke to a real person who could speak English. We got the order sorted out and mate made the connection process seamlessly (in 3 day) just before Christmas: after TPG failed to get anything done bar a booking they cancelled for 2 weeks. Showing how it should be done. They prove that all of the problems with other providers relate to inability to communicate, incompetence and total process failures.
Swift response and resolution
I was having internet troubles - turns out it was a telstra problem. Mate organised one of the Telstra Techs to come out all while I was on hold to them (save me making another call). So impressed! The guy was out within 48hrs and all was resolved.
Great communication, would recommend
The only reason this doesn't get 5 stars is because my connection can be quite slow and drops out occasionally. I'm glad I went with mate though, they were very helpful and easy to deal with.
Internet is so offf and every time you call you never get through.... They always blame Telstra and never take responsibility.
Who knew unlimited internet had so many different charges
Every other month my bill went up by $10, started at June $39 then by the time I got to dec it was $69?! So within a 6 month period it went up by nearly half !! Save to say I have cancelled my adsl with mate and gone with a provider who doesn’t just put my bills up with no warning! Also very very slow adsl
Very easy to work with
I have had Mate Communicate connected at two properties and on both occasions they delivered the connection as promised. On time on the day.
I am currently on an ADSL2+ connection and expected the worst but Mate are delivering a very stable, reliable connection. On the occasion there has been a problem their help desk has been easy to contact and to deal with.
A very competitive price for very good service. Very happy!
Kum Wah Ho
No issues or downtime. Enjoy if there is you can speak to a fellow helpful Australian on the phone.
Extremely reliable service, been over 18 months with Mate and did not miss a beat. Nil, none drop outs. If there is a problem there is the comfort you can talk to a Australian on the end of a phone.
Mate is probably the best option for anyone to get
When I moved in Australia (about 2 years ago) I was having so many issues with my provider that I was almost giving up having internet at home. After a deep research, I found Mate and read some reviews about it - Then I decided to try it out.
My first address had NBN - The speed was at max (50MBPS) and when I had connections problems, the support was 100% helpful and kind.
This is what every company needs to aim for! Regardless of what issue you're facing, their support is fantastic!
My second and third apartment unfortunately didn't have NBN. So until now I'm under ADSL connection, which is terrible and unstable. Sorting out with their support I could at least end up with some stability but since my building is far from the connection box, I don't get a great speed.
This problem is something that we can't easily solve but still, the support they provide is amazing.
You should definitely try :)
Promise alot, deliver below average
Try to use there own website on 4 attempt's, run time errors and page doesn't load, cant complete task to update payment info. Takes half an hour not 5 minutes.
Difficulty loading images and streaming simple movies on facebook or netflix during busy periods. 1 user max in the house streaming anything at any time.
They like to try and shift the blame onto the source of the movie (multiple different sources doesn't change the issue occurring), age of technology which is less than a year old in my case or anything else they can come up with. The house is only 8 years old so lines are new. It works fine most of the time but the package sizing/bandwidth shaping and bottle necking during peak times make the service fail.
5 star user experience
I love the fact that if I have an issue I can call a local guy based in Australia who is friendly and speaks plain English for us non-techy types. Fast internet, reliable and cheap. I recommend them to everyone I know!
Very reliable /emailed before bill is due which helps budget/connection does fail on weekends with Netflix,due to tourist influx I guess/ the fact I speak to people I understand and who understand me is great
Love speaking to humans and no one hour hold music
Love speaking to humans and no one hour hold music. Always friendly and courteous. Highly recommended. I hope they never get to big that this changes.
Faultless delivery and service. MATES makes it so easy.
Our connection at present is ADSL or ADSL/2. Will be NBN when it is finally available. 100% reliable in the first year. Billing is simple and hassle free. Recommended to me by my brother, I have to report total satisfaction.