MATE Mobile Questions & Answers

Hi Tankerton, Thank you for your message. We can confirm that our mobile service uses the parts of the Telstra Mobile Network that covers more than 98.8% of the population with 3G and 97% of the population with 4G and 75% with 5G.

You can see our 3G, 4G and 5G coverage map below, which will provide a bit more detail:

3G, 4G and 5G Coverage map

Please note that these maps show approximate coverage only. Speed and performance depend on your location and device, and actual mobile device coverage depends on your location and device.

Regards, The MATE team.

Thankyou

You are most welcome. If we can assist you with anything else, please let us know. Regards, the MATE team.

Hi TheOneAndDroney,

Unfortunately, MATE mobile plans do not currently support eSIM.

We are looking to provide this feature with our mobile services, however, there is no current ETA of when this would be available.

Regards, The MATE team.

Hi, I can now see on Mates website that eSIM is no supported by Mates Mobile. I am an existing subscriber of Mates Mobile and already have an active physical SIM. How do I switch to eSIM? I could not find any instructions online or on myMates App for steps to switch from physical SIM to eSIM.

Hey Denice, Use the link external link 

Put in your postcode and it will give you coverage estimates for the area :)

Hi Denice, I’m not an expert on coverage so suggest you follow James’ very sound advice above. As for reliability… I literally have not had a problem with Mate as they use the Telstra network, without the $$$ charged by Telstra. My sister (in rural NSW) uses them for NBN and she speaks very highly of them too. It’s worth a try… if your service is as bad as you say, it couldn’t be worse could it? Good luck.

Thank you for your reply ! Definitely will look into this .

Thanks James, I did do this. Will try it out as it says it’s ok .

Hi Denice D, Thanks for your message and our apologies for the delay. We are glad to see you have used our coverage link to see the service available in your area. If we can assist you with anything, please contact us on 13 14 13 or via Live Chat on our website at your earliest convenience.

Our operating hours are Monday - Saturday 8.30 AM - 7.00 PM.

Regards, The MATE team.

Thank you .

Hi Bishal G. Thank you for your message and our apologies for the delay in our response. Please send us a private message with your MATE code/account number or advise how we help you so we can further assist you as soon as possible.

Regards, The MATE team.

Hi Sun, We can confirm as long as the mobile is not activated, you will not be charged on a monthly basis, we only take payment upfront when ordering the service to cover delivery fees and the original plan fee, however, we do not charge monthly for our mobile plans until they are active on the network.

We hope this clarifies any confusion caused and we thank you for your understanding.

Regards,

The MATE Team

Thanks for your reply, could you please tell me a bit more about how to cancel my MATE account, as I don't want my credit card information kept there. Thanks

Hi Sun, Thanks for your response. We can certainly cancel your service if you wish. At MATE, we take your privacy and safety very seriously. We follow legislated rules to authenticate your identity and protect our customers from fraud and identity theft.

Due to legislation changes made by the Australian Government and the Australian Communications and Media Authority (ACMA), all telecommunications providers are required to use Multi-factor identity authentication (MFA) processes for high-risk transactions from 30 June 2022.

This is to ensure the person requesting a transaction or information is really you or your authorised representative. You can find more information about the legislation here.

Before actioning this request, we must verify you via Live Chat or phone using the following two (2) steps:

- We will confirm at least three (3) forms of identification; - We will send a verification code to you via email or SMS for you to confirm. (Verification code expires within 5 minutes)

To complete your request, please have your MATE code/account number ready and contact us during our support operating hours, Monday - Saturday 8.30 am - 7.00 pm;

Visit our website and select the "chat to us" box or call us on 13 14 13.

Regards,

The MATE team.

Thank you so much for that.

Hi Sun,

Not a problem at all, you are very welcome!

Regards, The MATE team.

Hey Nmati,

Thanks for your inquiry.

How can we assist you today?

Regards,

The MATE Team

Hey NMati, We can certainly provide you with a BSB and account number to transfer a late payment. However, in order for us to do so, we will need to identify your account. To help find your account, can I confirm your MATE code/account number (or the mobile number that is linked to your account)

Regards,

The MATE Team

Hi T.L.S., We can confirm you can keep your existing mobile number if you sign up for one of our mobile plans. To activate your SIM and keep your mobile number, you do so via a self activation process online, which you can complete online once you receive the SIM card here: external link 

Regards, The MATE team

Yes. It's called "porting" and it was incredibly easy for me to go from Telstra to Mate on two mobile numbers.

Hey Vicki,

We are sorry to hear this.

We have arranged for one of our sales team members to give you a call ASAP to discuss this matter further.

Regards, The MATE Team

Hi John

I started with Mate at the beginning of April. Ian

Hi JohnL,

For this enquiry, it would be best to email our support team at support@letsbemates.com.au.

Regards,

The MATE Team.

Hi Mario,

We only offer SIM-only plans.

Regards,

The MATE team.

Thank you

Hi Raymond,

Please contact our billing team on 13 14 13 to discuss this.

Regards,

The MATE team

Hi Pen N Fina Feo-La'i,

Please contact our support team - support@letsbemates.com.au or call us on 13 14 13.

Regards,

The MATE team

Hi Foxie,

Wi-Fi calling and VoLTE are not supported on the Telstra Wholesale mobile network at this stage.

A missed call goes to normal messagebank provided this is enabled.

Regards,

The MATE team

Hi Phillip,

For this issue, please email support@letsbemates.com.au

Hi Lance,

You can find all of our mobile plans here: external link 

Hi John,

Please contact support@letsbemates.com.au.

Hi Tupou,

To check your mobile data usage, and any available data in your data bank, you will need to dial the following sequence on your mobile phone:

*159# and then press SEND/CALL

Regards,

The MATE team

Hi ChrisE,

Yes, you can keep your existing mobile number.