MATE NBN 25/10 (Crikey)

My speeds for upload and download were really bad but Mate were able to resolve the issues after some communication via product review and now happy with sevice provided. Always happy to support Aussie owned and operated Show details ·  1

Laurent was fantastic in helping me set up my router. I greatly appreciated his calm and methodical manner in helping me set it up for the new service with MATE. I look forward to such a high level of customer support. Rex Show details ·  1

Cameron was unbelievably patient when I had problems configuring my modem. He guided me through the process until I was sorted and did not make me feel uncomfortable at any stage. Show details ·  1

Signed up with mate nbn. Service was not consistent, nbn kept dropping out. This is poor service as I am located in a cbd area. When I cancelled the service mate continued to direct debit my account, even though they sent me an email stating the account was finalised. Poor service & poor nbn. Show details

An issue with my elderly mother’s landline began on 5 November 2025. This is not a minor inconvenience. She relies on her landline for emergency situations and ongoing contact with her doctors. Despite making this explicitly clear in every single interaction, there have now been 11 phone calls and it is 15 December — yet the issue remains… Read more

unresolved.

What is particularly distressing is the apparent lack of urgency or care shown throughout this process. For an elderly person, a functioning landline is not optional — it is a basic safety requirement. The fact that this has not been treated as such is deeply concerning. To make matters worse, no adjustment has been made to her bill to remove the cost of the unusable home phone line, nor has any compensation been offered for a service that has effectively not been provided for over a month.

All we are asking is for my elderly mother to be able to use her landline. That should not be an unreasonable request. The continued delays and lack of accountability from MATE make it feel as though this situation is simply not being taken seriously — and I would not wish this experience on anyone, particularly the elderly.

Doesnt even make 25mbps at any time.Speed tests at 22mbps most the time.Best speedtest 23mbps.Called them up,they said they fixed it but did nothing at all.Im unhappy with and is one of the worst inernet providers ive tried.Constant lag and stutter on youtube i didnt have before.Bandwidth heavily restricted in attempt to force you to a higher price plan.Billing makes no sense at all.Credits not subtracted from total. Show details

Cameron was so helpful, didn't rush me, even though I am not great with my phone. He explained every step to me in a quiet and soothing voice. I was not stressed and felt so good that I was able to follow the directions he gave me. Show details ·  1

After a nightmare with my previous provider I called Mate (and a human actually answered) and my issues were heard and resolved so quickly and efficiently. Justin and Laurent are both legends of Mate. Can't thank you enough for turning my experience around!!!! Show details ·  1

Yesterday suddenly I was out of internet tried everything but no clue. Thanks Cameron for all the help. Cameron I wish everyone who works in this field will be understanding and helping like you. Saved my day. God bless you! Show details ·  1

I've had a great experience with Mate. Local customer service makes a huge difference. Minor issues I've had were resolved promptly. I would definitely recommend Mate. Show details ·  1

Absolute scam artist. Signed my disabled father up for an account and then didn’t assist him in properly setting up the modem and started charging him more than a $100 for the connection each month which he never received or used. Called to find out what was going on and they said ‘look we connected the internet, if he wasn’t able to get the… Read more

connection that is his fault because it was active on our end’ literally took advantage of my fathers mental disability and then tried to take hundred from him. How companies are legally allowed to do this is gross. Said that there was nothing they could do and that he owed them more than $250 for internet he never even received.

Had a problem setting up Mate nbn and home phone and rang mate technical dept and was helped through the process by Cameron. He stayed with me and talked me through the whole process until all was ok. There is a problem with the land line which he tried many options to fix but was unable to do so. He has referred the problem onto a higher team… Read more ·  1

and they will advise when fixed. he was on the phone for 75 mins and was such a pleasure to deal with. I cannot recommend him highly enough and was so pleased to deal with him. A very good " Mate " Kind Regards Carmel

I spent hours on Sunday 5/10/25 trying to get internet working again -with techie friends & then MateBots. No joy!! Aishik answered my urgent call for help Monday 8.30am. He was truly awesome. Spent 90 mins, trying all kinds of strategies, explaining things patiently like to a respected Auntie!!! Now I have my urgently needed internet back on. Much gratitude to Aishik!! Show details ·  1

If you want constant outages, slow speeds at various times and a dud service for your money, this company is for you! Have to be one of the worst "blow in" internet company's around! Completely SUCK Show details

Victoria has been amazing at helping me move my internet connection to a new home. She did this patiently and empathetically within 20 min. I’m glad to be supported by Victoria today. Thanks, Victoria! Show details ·  1

Cameron was very efficient, patient and thorough in his search for the problem that was causing my Internet service to stop functioning. He talked me through all instructions. He has a great passion for his job and it showed through his work ethic, and refereed me to an NBN specialist to come to my home and assess the problem. Thank you very much Cameron and God bless you. Show details ·  1

Sandy was great when I needed help. Over the long phone call which involved resetting both the nbn box and my router she was very patient and polite and saved me needing to wait for a technician to help in person. Still not sure exactly why the Internet went out after my house lost power for a minute or two, but it's nice that it's back on now. Show details ·  1

I cannot praise Michelle highly enough for the wonderful job she did helping me connect with Mate Internet. She was most patient and understanding as she walked me through the process over the phone. In a word she was Magnificent! I look forward to enjoying the service provided by Mate and its staff. The best! Show details ·  1

Time to churn again - Mate has done what all ISPs eventually end up doing and turned on their full-throated en$h!tification (Macquarie Dictionary 2024 word of the year) mode. Having fulfilled their target quota number of customers, they've decided now is the time to cash-in and make the cash registers sing Keeerr-ching!! Under the cover of 1 July… Read more

CPI wholesale price rises by NBN, Mate has just sent out their price rise advice email (over a month late) full of mealy-mouthed, super vague justifications such as customer demand for higher speeds and higher data usage as well as new government regulations — none of which are accompanied with any evidence or proof whatsoever it must be noted. Then they mention the one thing that actually is accompanied with evidence… increased wholesale cost. Looking up the increased wholesale cost in the table linked to and provided by NBN, you find the increased wholesale cost is a whopping 2%. Yes, that's right, EXACTLY 2%. So you grab your calculator and madly smash the buttons like a chimpanzee to work out the retail cost increase Mate are raising their prices by and find out it's 8.6%.

So, 2% wholesale increase becomes 8.6% increase for you, their "valued" customer. Just to further show you how valued you are as a customer, they're also introducing 1% payment surcharges as well for added pleasure! So grab your ankles, bend over and take it like Mate wants you to, because you know you're too stupid and too lazy to switch to any of the other ISP that are all selling plans twice as fast for less than you're going to be paying for Mate. (Macquarie Dictionary 2024 word of the year) - it's the Aussie ISP way!

They sign off the rip-off missive with a pleasant 'If you don't like it and choose not to grab your ankles, you are free to leave and we won't charge you a penalty fee for doing so – aren't we nice?'

Very fast speeds, stable connection, internet was running like 2 hours after I signed up, was able to use my old NBN box and router, customer support was quick to answer and same with sales, everything is smooth excellent experience Show details ·  1

Mate internet is intermittant at best. We have had many drop outs. Also, after 6 weeks our phone is still not connected. I think we will be changing provider again very soon. Show details