MATE NBN 12/1 (G’Day)

Appalling customer service/ no customer service – DO NOT sign up to MATE. I have spent 3 weeks talking to a BOT in the absence of getting to talk to a real person. They don’t return calls when the BOT finally allows you to press 1 for a return call , that never comes. Lost endless hours daily for 3 weeks and I still have internet issues. Though the BOT tells me everything is working. Why would I… Read more

be ringing for Tech Support if my service was working. I have had 2 escalations via the TIO and still nothing. The case worker Emmanuel failed to call yesterday at the nominated time. I have NEVER experienced such appalling customer service. No regard for the paying customer. I’m done. I have contacted the TIO this morning again to facilitate a departure from MATE. Don’t go near them.

Customer service – Poor customer service once you are connected. No call back once a fault was lodged. Son in-law helped resolve the issue temporarily. Poor attitude and tone from the representative I spoke with this morning. Show details

Very happy with mates – I have not had a single issue with mates. Reliable internet, good customer service when needed, Great pricing, especially when bundling with a mobile plan. Nothing to complain about at all. Show details ·  1

Legitimately the best ISP I've ever had – Great customer service. CSR's have amazing product knowledge, ie tech support. Just bloody legends. I've never been upsold to, never been pushed into contracts. Was even given a free speed boost without being asked. Show details ·  1

Sofarsogood – No issues to date, signed up as a referral and so far so good the service has been good, modem arrived so quickly and was here before we even moved in to set it up. Show details ·  1

WTH !,, – I’ve been with mate for a few years , rare to have a problem. My daughter changed the bill to her name a couple of months ago and upgraded from $59- to $69- plan. We live in the same house, nothing has changed outside of who the bill goes to. Internet connection cuts in and out every few seconds, this has been going on for about a month. ????? Show details

Having a shocker with Mate. Terrible service. Untrained staff. Issue after issue – Don't do it, don't switch to mate! When I changed over to them, they didn't tell me I'd be weeks without a phone, or that their staff struggle to fix the most basic issues like why my number wasn't porting). Currently, they're unable to provide the service they sold to us, however they have no issues with charging us for it though... And now… Read more

we're 48 hours with no NBN or phone. We run our business from home, and without phone calls we are loosing business. When I finally got them to respond (after 2 emails) they told me I'll probably be another 2 days without service.... but I got no explanation for why my service was out!

I've just actually checked my account online.... And it appears they've deleted my NBN service completely, but left the VoIP phone on there.... I'm so furious. This is the kind of issue that will take months to fix, and over six months for our business to recover from.

So are they planning to reimburse me for lost turnover and lost clients?

However, they can't even admit they owe me a refund for charging me for speeds they can't provide.... So I sincerely doubt it.

My next step is the ombudsman.

Poor Customer Support Coverage! – Mate generally provides good value for money and service and are helpful when you are able to contact them. However for a large provider to only be contactable for support between 830am-7pm Monday to Saturday and no support on Sundays or outside these hours, is not good enough! My mates are contactable 24/7, so Mate Communicate also need to be contactable 24/7 for support or at least up their game if they wish to be a credible mate. Show details

Continuing to lead the pack – Wrote a review on here about three years ago when we first signed with Mates. Since then we haven't needed to; because despite moving house there has been an absolutely seamless service from them. In fact, this will be the first price increase since we started. (We have actually reduced our Broadband speed to the G'Day service now that it is… Read more ·  2

just the two of us, so it is only costing us an extra dollar!). The staff on the helpdesk have always been unfailingly patient, polite and straightforward. Our experience with Justin today has been no different. We couldn't have asked for better service., and cannot recommend them highly enough. Thank you.

Average, slow, low reception & internet service everywhere I go – Average, slow, low reception & internet service everywhere I go. Its constantly on "lte", takes forever to load websites and social media and hangs up while I'm on a call even when there's full reception available which is very rare. Show details

Cannot fault and impeccable customer service – No drop outs, always connected, super affordable and very attentive support network. Best internet provider I’ve ever had and will recommend to everyone looking! Unlimited internet and I run a large house hold and two televisions with teenagers! Show details ·  1

I don't recommended – The speed is not true, I was paying for 50M but I got only 7M for 15 Months. They kept my credit card number and you will not be able to delete it. Show details

Worst nbn provider came across – We sign up nbn on early April 2021 and its been more than 2 month we havent get nbn connected yet for our shop. We were given twice nbn connection time and date but no it doesnt happen nbn team doesnt show up. We were promise so many times, they will escalate things, do as soon as possible but still we are out of nbn, we have so many things… Read more

pending because of internet in newly opening shop. I am just so fed up. I buy pocket wifii. I highly recommend anyone not to sign up please.

Utterly useless and uncaring tech support – Woeful ability to solve faults. This is the third time we have had moderate/substantial internet issues after storms. The second time MATE took three months to solve the problem. I had to refer them to the ombudsman to get their bum off their chairs. See previous (updated) review. This time, another outage after lighting, they misdiagnosed the… Read more

fault and blame our end. Internet was working with a second device, but we had intermittent connection issues and no voip. Independent testing showed that Mate was incorrect in their diagnosis. (I didn't want to buy anything new, as I was fairly sure that their diagnosis was incorrect - now proven)

I have now had to make another complaint - they consider the first one (three weekds ago) closed. I had a stupid response that suggested that the independent testing didn't prove anything. Call tech support again - not unexpected!!!

Purshuing this further, I have sent several more emails with further diagnostic reports, and an email from the independent technician - with his name and phone number. MATE still continue to send me messages telling me their service provider is testing for another 24/48 hours.

SMS messages telling me that they are

testing...testing...testing.

That's all you get with Mate.

I have now given them 7 days to resolve this issue, before once again having to take this further to the telecomunications ombudsman. This second fiasco with this useless ISP deomostrates clearly that Mate are unable to solve problems that are anything other than basic switch the thing off, switch the thing on.

MATE uses Vocus as their backbone, and maybe that is half the problem. However I am not Vocus's customer, but Mates, and they have a responsibility to deal with these issues better than they do.

UTTERLY USELESS SERVICE PROVIDER when it comes to solving issues.

In the mean time, working from home is a lot of pain and suffering while trying to solve problems with these idiots!!!

Excellent for use in urban area – Great connection & fast internet for use in our region. Excellent service, always friendly & competent. The only drawback is when travelling through rural areas (eg. outback QLD) there is no reception until in proximity of the next bigger town. We use NBN 50/20 Mobile Bundle and 2x Mobile good mates 5GB. Mate was recommended to us from a friend and we will do the same.  Show details ·  1

Finally a professional provider – Having dealt with various NBN providers, with mixed results, before I jumped in I did my homework (no easy feat with the vast array of service providers). Mate had repeat 5 star ratings. A great start! Speaking to them over the phone, they were helpful and didn't try to up-sell for profit, instead they merely helped me choose the best plan to… Read more ·  1

cover my Net usage. I respected that, as most try to get you on a plan--at least--a level beyond your needs. Extra profit for them, and covers things "just in case".

After finally making up my mind, the connection process was flawless. Mate had me connected within hours, and has remained issue free. I don't mind paying for what I signed up for, it's a nice change not to begrudge my monthly fee...as I have others. This is the type of provider Australia needs and deserves!!!

Review of NBN – Happy with service, I’m a new customer & have found customer service was excellent, spoke to very nice guy who sorted my questions out immediately. They are also an Australian company which means a lot to me. Show details ·  1

It s okay – Just okay. The internet connection was good in the previous address, but it has been a constant struggle in this address. Working from home has been a pain with this internet connection  Show details

This is great – haven't had any trouble since I changed from Optus . easy to contact as well and fix any problems straight away. No dropouts and speed good . Would highly recommend to anyone Show details ·  1

Not a used tissue – How reliable is your connection? Have you experienced dropouts? My internet is fine and does not drop out at all Have you had any issues with this service? If so, how well were they dealt with by the company? I have 100% no problems with the service. Link to speed test result https://www.speedtest.net/result/10657048754.png 11ms ping 22.98 mbps… Read more ·  2

download 4.58 mbps upload(I pay for the cheapest plan)

I have been with mate now for 4-5 years maybe more and I do not have a bad thing to say about them. Nun of this Rude startup fee crap and competitive prices. Anyways Im starting to come off as an sjw fan boy so I will leave it at that ;)

Recommended – Good and affordable NBN service. Fast enough for a small family and no drop out experience so far. I have had ADSL and NBN with MATE and both have been satisfactory. Overall recommend their services. Show details ·  1

No issues, Fantastic Customer service and most importantly perfect connection – Signed up with Mate, had some issues with my modem but service stayed with me on the phone until I was connected. Service is super quick and cannot recommend highly enough! Show details ·  1

Perfect service – Connection is super stable...and i m very happy with the service and i will recommend this service to any one that i know may need the internet and i will use my satisfaction to justify the service and my recommendation Show details ·  1

They perform like good mates – I have a bunch of mates ready to help, instead of a robot wasting my time. I took a MATE NBN/MOBILE Bundle in mid-June 2020. The router needed an adjustment to get my broadband functioning. A young MATE patiently talked me through the whole process in real time. Then the mobile phone was a problem, because I wanted to retain the existing number.… Read more ·  1

Telstra transferred me to Mate, but I couldn't get the unlock code for the phone after paying them the $25 unlock fee. Mate advised me to pop a Mate simcard into an existing iPhone I had and told me my number will work. It does.

Amazing, efficient and friendly service – Set up was very well organised and completed efficiently. Mate NBN 12 is just enough for me, living alone in a very small apartment. Great customer service. Ten out of ten. Show details ·  1

Frustrating experience – Terrible experience with Mate! I don’t have wifi available for a few days and their only solution for me is to ask me to speak to tenants who I don’t want to have direct contact with them at all. I said the only solution is to call my agency and ask my agency to give my tenants‘ number. [name removed] kept asking me have you already contacted your… Read more

agency? I said I will contact them and let them know mate will contact them to ask for tenants’ number. But he kept asking me if u have already contacted your agency when I was driving. He said he was trying his best to tell me but it seems like he just throw me away because I am not willing to ask my tenants for contact directly. I spoke to them a few times and asked if they can give me refund if I cancel my service and they said yes. But finally when I ticked off by [name removed] and want to cancel it they told me they can’t give me a refund. If they don’t, why they have given me wrong info? I had unhappy conversation with [name removed], I said i want to cancel mate’ s service， [name removed] said beautiful!!!! I don’t use mate anymore. It is better to stick with bigger company. It seems they don’t own nbn service and every time when something happened, they had to wait for nbn to resolve it.

Great service & reliability – We became Mate customers after moving home. NO home phone, NO contract lock-in, 2 mobile phone accounts and fast NBN connection was for us the way to go. Service calls are always answered in the most friendly and efficient manner. Great Mate-ship we can always recommend. Thank you. Show details ·  1

Top Notch! – Mates service is always top notch! The switch from ADSL to NBN was seamless and quick and i never have to wait long on the phone to talk to anyone! Fantastic! Show details ·  1

I haven't had a single fault – My connection was flawless and simple. From start to use it was approximately two weeks. I haven't had any connection issues and my service has been perfect for since I started using it. Show details ·  1

Good ISP – Our family has been with MATE for just over a year now. I went with them based on previous Product Reviewer's recommendations and also no contract, plus no fees when NBN came to our suburb (about 3mo ago). Customer service has been very good, any issues have been resolved quickly. Happy we have gone with this ISP. Show details ·  1

Excellent – Our connection is very reliable on the NetComm Wireless router if we use it on 5 Ghz setting but the signal is very low in our second bedroom where our desktop is located. The signal is strong on the 2.4 Ghz setting but constantly drops out on all our devices when using this frequency. I called Mate with this problem and was advised to use the 5.0… Read more ·  5

Ghz setting. My other problem is that the wireless printer does not recognise the 5 Ghz signal and must remain on the 2,4 Ghz signal

Perfect – Our problem was dealt with quick and easy. Experiencing dropouts, Help Connecting new modem and service was great. Call back was short wait. So far we are very happy with your service and would happily Recommend you guys. Show details ·  1

Internet is slow and cuts out regularly. Hard to work from home. Show details

As good as you are aiming for – Good customer service Short wait times Friendly and helpful staff Didnt cover Central west and southern Queensland very well Show details ·  1