Great service at a great price...
Internet speed has been fast, very close to what I signed up for (NBN50) so no complaints there...
While there's been the very very occasional dropout, none have lasted more than a few minutes.
Although I was previously a customer with MATE (ADSL), when I swapped to NBN they offered a cheaper price for 6 months, something that, at the time was only for new customers.
I also really like the fact that if you have any troubles you're dealing with Aussies, and not some overseas call centre!
Really happy to recommend MATE Communicate!
Finally An Aussie Based Service
We needed to transfer away from Telstra as they had become impossible to deal with and offer nil customer support with any true substance. Mate did our transfer and had us up and running the next Day. The Initial Customer interaction with them was a breath of fresh air and if you need a new internet provider get on board. Aussie Aussie Aussie . Thanks Mate
Unreliable and irresponsible service once got into connect trouble!!
I’ve been joined that mate more than half year, at the beginning internet so far so good, sometimes dropped out every few days but still can accept. However, since September, internet became very not stable, WiFi connection show full but no internet can reach which happened every fews day and last for a week or more, especially last two month! You can say their mate staff speak good English and friendly compared to many big company oversea support centre but this mate totally can’t perform the necessary job as a service provider when customer experiencing internet technical problem!
Called up hotline many many times, they just advised fault was logged but if arrange technician to check, callout fee will under users’ own expenses if no fault found at Telstra line or just suggest user to find private technician to check in your own cost. If you think customer need to find out and check the internet problem by themselves, then what is this mate doing!?
I have been a mate customer for approximately two years now, over two addresses.
My first experience was great. Customer service was friendly and helpful. Set-up for NBN was quick. I never had any problems at all throughout my first year with them.
Now when I moved is when the issues began. There were arguments over who owned rights to the phone line at my address (optus or telstra). They were trying to charge me $300 for a new connection fee even though I knew the internet had been connected here with the previous tenants. They put it on me to prove who owned the line, which I think is just downright ridiculous. Their communication wasn't great either, with different stories being told by different staff members. Also did not communicate amongst themselves either.
I could only get ADSL to begin with. It was okay to begin with, but the service declined fast. Was then told this was because I had to be moved to NBN. Great, the service will improve! Well, not much..
I get fairly frequent drop outs. Had a tech come out and fix some faults. But, he mentioned I'm quite far from the node, and in fact should never have been moved to NBN.
Speeds aren't great, and still have a moderate amount of dropouts. So all in all, I think their service is very dependent upon where you live. This is true of all internet providers, but their customer service has proven to be somewhat disappointing also.
Would I recommend? Perhaps. But with a caution attached. And only because they are the lesser of all evils when dealing with telecommunications providers.
How is MATE not a nation-wide brand!?
We used MATE for the first time over a year ago in an apartment experiencing close to the 100MB speed we were paying for, and they exceeded our ISP expectations more than any other company we've previously used. They helped us select a strong modem (that wasn't theirs), helped us set it up, and turned the connection on in no time.
After a trip overseas where we had to cancel our account (which was free because they lack contracts), we returned moving into a new building and returned to MATE having a previously great experience. We use their modem, again on the 100MB plan, and it's as fast as the 'up market' modem we previously used! The connection was quickly turned on (which again surprised us having previously waited weeks with other providers AND because the building is new), their service is all local, they answer calls and return them when you can't get through, the service is always friendly and accommodating (they extended a payment due date when our debit card was cancelled due to financial scamming), and the plan prices are really competitive. They even give a reward when you refer a friend.
We're BIG fans of MATE and encourage you to be their mate too!
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.
We love mate and have been with them for well over a year and have never had an issue. We are always recommended Mate to everyone.
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!
Highly recommended! Will not switch to any other.
Making the switch to MATES Communication was the best thing ever.
Reliable FTTP connection, and the prices are very competitive and affordable than giant competitors!
I have had no issues with connection except when there is a NBN outage due to weather or other reasons but i have not experienced any outage longer than 30 mins since my 6 months being with MATES.
Also they give great incentives such as when you sign up you get a $10 discount for 6 months (that was when i started) and today i got an email saying it was about to expire but they have extended that further 3 months. $89 for the top tier NBN speed plan, what could you want more.
Best ISP around
MATE Communications have been phenomenal thus far. Great speed, best price and set up/connection was an absurdly fast turn around.
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.
Best mates ever!
Reliable and stable NBN for the best price. It's been nearly 6 months and I can't remember any downtimes. I feel like we're going to be mates for a long time.
Not a Problem with Mate
We have had quality connection in our new property. Mate have answered all our questions etc. promptly and professionally.
I would connect again!
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.
An average ISP with great customer support.
Frequent congestion issues. A lot. (you may have a different experience depending on where you live.)
I suspect this issue may be compounded by the iPrimus/Vocus group being trash.
No drop outs (again, dependent on your setup and line quality.)
Great customer support, they even call you when you don't expect it, was really nice. Not particularly what I'm looking for as a power user, so long as the rep can actually do his/her job, then I don't care. Reminds me of Adam Internet before it got absorbed by the iiBorg/TPG.
They may be resistant to actually helping though. They off-handed my belief that there is/was congestion around my area and will be the reason why I will be leaving soon.
Best internet provider
I decided to go with Mate after having troubles with TPG- and I’m so glad I did! Everyone I speak to over the phone at Mate is super helpful and the texts I receive about (infrequent) outages are a great way of keeping me informed. Definitely recommend
The Promised LAN
I secured a fast and reliable internet connection on the NBN Best Mates plan, in one day. Mates Communiate Customer Service were extremely helpful over the phone when I called to register the service and the technical team were just has helpful when I needed tech support to connect and use my existing NETGEAR modem. Leave set-up fuss and lock-in contracts back in 2009 with lagging! 10/10 recommend.
Service is fairly reliable. I was having dropout issues once a day, Mate communicate got this resolved, now it only happens once or twice a month which is ok, restarting the router will often fix it. Price is a little high, would appreciate a discount if connected for over a year etc.
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!