Have not had to call customer service for anything in the two years we have been at this address. Super reliable!
No dropouts recorded but speeds dropped a little due to evening traffic but still able to stream 1080p. Upgrading my service to 100 as there isn't a contract to hold me back
Does Not work, if it does it's slow
Started using NBN a week ago. Since yesterday it keeps dropping off. Absolutely useless, one more provider who rips you off. Is there any provider that provides what I pay for?!
Like an ecstasy Trip - Builds up to not quite a peak and then comes down to nothing...
Thought mate and barefoot ISP (same company with same complaints) were showing promise of being a reasonably astute Australian owned business.... Yeah -no!! Joined 01/2019 on 50/20 fixed wireless @$89.00 p/month with promising peak download speeds. Then some months later peak speeds dropped as with the monthly payment to $75 p/m (which is a reflection on pricing) to where we are now: current speed test (27.03.2019) PING 736 DOWNLOAD 0.38mbps UPLOAD 0.46mbps... @10.16pm ref. https://www.speedtest.net/result/8143340495%E2%80%
After providing speed-tests and details to Mate ISP for analysis of which they handball to nbn this is their reply;
nbn have advised that the Fixed Wireless network tower that your service is connected to is currently congested.
See the response below;
"The cell which this user is connected to experiences high utilisation during busy periods. This means that the speed of this service is likely to be reduced, particularly in the evening when more people are using the internet.
nbn constantly monitors the fixed wireless network for sites which require capacity expansion and we aim to upgrade site capacity before congestion occurs, however sometimes demand exceeds expectations, resulting in a site becoming congested.
This site is scheduled for capacity expansion by Quarter 4, 2019 which should result in improved performance for users on this cell. While we endeavor to upgrade sites on their scheduled date, it is subject to change."
Unfortunately, this is an issue you will experience regardless of which ISP you choose as the issue is on the nbn network.
Please contact our support team if you wish to discuss this further.
A release of findings into ISP advertising "standard evening speed" by the ACCC concluded the ISP must state sustained average "peak demand time, 7pm - 11pm" speeds. On Mate web site that is portrayed as 30 - 50mbps on the nbn 50 of which I'm on. But as you can read, Mate ISP's response is clear that 0.38mbps is acceptable, unwilling to escalate, please don't respond to email and just call support to start from the beginning again! To further Mate ISP are aware of surmised congestion at cell but continue to offer their Fixed-wireless connection plans. Reading other review sites; whirlpool, trustpilot etc. there is a common reply from Mate / Barefoot ISP "congestion". Simple don't offer a service you can't provide... A very lame response and a money grabbing exercise.. Time to call the ombudsman and notify ACCC... PS. Mysteriously if I change ISP of which I've done on two occasions (new port at cell) the peak speeds are very acceptable as was with Mate ISP to begin with!! You've changed Mate.. :(
If you're looking for an ISP, look no further. Best ISP I've ever had!
(In regards to their NBN service)
When it comes to service providers there are two main things I look for: Quality of the service and customer support/service. From the start, everything has been great with MATE Communicate. They deliver an amazing service and if/when things go sideways, there’s always a friendly person to assist me. I’ve just requested a speed upgrade, not because I need, but because their price is really inviting. Their prices are very competitive and, if you compare, you probably won’t find anything with a similar quality for a similar price.
Over the past year, my internet has been consistently good. Never dropped out, and if it slowed down, it was unnoticeable. Never had an issue. Keep in mind I’m a hard user. I’ve got many peripherals around the place, phones, computers, smart tvs, apple tv, sonos, etc.
Anyway, as I make sure to complain when things aren’t right, I also make sure to complement when the praise is genuinely deserved. In conclusion, I do recommend these guys to you, picky customer, who appreciates a friendly customer service and great service at a great price.
So far, the best ISP I’ve ever had. Keep in mind that I had many, and all of the previous ones gave a headache. But not MATE.
Terribly slow evening speeds, phone customer service needs attention.
Signed up with mate 17/08/2018, cancelled 28/03/2019. Coming from Amnet ADSL2 initially the speeds seemed fantastic achieving 30+Mbps downloads, that is until between the hours of 18:00-21:00 where I would average less than 1Mbps.
Being as busy as I have been working FIFO finally made a call the have it resolved, and instead of waiting on hold your call is directed to an answering machine and then they get back to you (at some point). This is extremely inconvenient if you have a window of time and can't take the return call... anyhow after 3 calls back and forward I finally spoke to someone to be told the issue was likely my end and multiple screen shots would have to be taken of speed test's then sent to Mate before they would even look into my issue.
Again being time poor it was much quicker to switch to Aussie Broadband and enjoy 30+Mbps and 20 times quicker ping (evening speeds) that same day, very happy. It would appear Mate are overselling their bandwidth.
Mate, as I was trying to explain over the phone my end appeared to be ok as I was still able to reach high speeds, just not in the evening. I also never had issues with evening speeds with my previous ISP which would at least prove my modem and line from my house to the node. Surely there is some other tests you can run before you assume the customer is at fault, it is honestly easier to switch ISP's.
Very fast set up was no hassle and they set it up very quickly from time of first response
Has been very reliable during our time
Wouldn’t go with anyone else
Best customer service ever!
Literally the best customer service, they call back so quickly and are so patient and helpful.
I couldn't figure out how to configure my modem and they talked me through it on the phone.
I've been with Mate for 12 months, I've had a few issues due to the NBN side of things - but MATE are always so quick to help out and communicate next steps etc.
So so happy!
The best customer service you can get
Mate helped me out when no other ISP would. Their customer service is second to none, always friendly, and happy to help you out. Stable connection, no drop-outs, minimal congestion.
A quality of service rarely seen these days
I've had a few issues with my new NBN connection - but when I've needed them (setting up, drop outs, a total service disconnection) Mate helped me right out, right away.
Excellent service, cannot rate it any higher than 5 star, but would if I could.
Problem with slow NBN on startup, but was resolved by MATE almost straight away. NBN was organized by MATE and a tech called bye and fixed their wiring. No dropouts in 4 months and whenever we have contacted them to clarify something, they are always very helpful, efficient and courteous.
The best MATE of all.
Connection has been very reliable for the most part-however if it rains I invariably get dropouts. Weird but it's true. The system runs like a charm-most times.Speeds for my 50Mbps plan average out at 44 Mbps.
MATE support staff are excellent Aussie guys who bend over backwards to help you. And what's best I understand every word they say. KUDOS to the MATE team I say.
so far, after 4 months , very good
I have made contact with them twice, one a call back. On both occasions it was nice to have an easy and clear conversation, which seems a rarity nowadays. Good basic customer service done well, keep it up please.
Excellent for the price
Connection has been rock solid and speeds are excellent.
Far better than other providers around the same price.
Haven't had to use customer service much but my one dealing with them was quick and efficient.
So far no problems!
Connection seems to be reliable, so far no issues. Found the customer service great when we called them initially. On the 50mbs plan but not sure that we are getting those speeds - probably due to our distance from the node so may drop down to the NBN 25 option.
Pretty good mate!
No dropouts so far and night time speeds around 35 Mbps. The highest speed I've recorded during the day is 48 Mbps I've never reached 50 Mbps. Porting of the phone took a month so I had to pay another month to Optus. I was not told by Mate that this would happen until after the NBN was connected and I made an inquiry. The consultant apologised and promised to address the matter as a complaint. I didn't hear back.
Since connecting to NBN and signing up with Mate we have excellent speed and have had no dropouts. The service we received from Mate from the initial contact to connection was excellent. We were kept up to date with the progress of the connection to NBN via email and everything went to schedule. The staff in the support department were amazing and very patient during the set up. We bundled our mobile plans with Mate and have better plans than we were offered with our previous provider for the same cost. We can't sing the praises of Mate enough.
We have been with Mate Communicate for well over 2 years. Last week could not connect to the internet. Mate checked the line which turned out to be fine. I called “NETGEAR” thinking it must have been an issue with the modem/router. I spent 3 hours....yes.....3 hours on the phone to NETGEAR. After turning off an on, resetting and going through set up over and over again with someone from support who had a limited concept of the English language, I was told I’d have to purchase a new modem! Called Mate Communicate and spoke to Ralph from support to check the set up, 5 minutes later internet was working! Turns out NETGEAR had automatically performed an update and missed one of the settings! Support was fantastic Thanks Mate, saved me $500, Cheers
So far so good
Just had NBN connected this week. Overall I am very happy with the connection. I did have some trouble connecting but eventually worked it out before I got a call back from the support department. On the whole the service seems to be working as promised (much better than ADSL2 so cant really compare). Support was there during the set up with online chat and eventually a phone call. I am pleased to have give Mate Communicate a try
Couldn’t even get connected. Mate didn’t care either.
Signed up in the first week of January, the appointment was scheduled for 3 weeks after sign up date, which is a lot longer than a standard connection.
Connection day came, the technician was a no show. Asked mate why and they were generally confused. I was given 3 different answers as to why (No one was home, the technician was too busy with other appointments, Some one told him that he came too late and he didn’t have time to complete the appointment), baffles me as someone was home and did not get a glimpse of the technician nor was in a hurry to leave .
We got scheduled for another appointment another 3 weeks later, Told mate we were unhappy with this situation and their response was to cancel if you’re unhappy.
We gave the benefit of the doubt and continued on to the next appointment. We asked mate if we needed anything other than the technician just so we are ready for connection, to which they confirmed we just need to wait for connection day.
Connection day comes and the technician says we don’t have permission to continue his appointment. Called mate and they said confirmed we needed permission and can schedule another appointment for the technician to come. To which I expressed I could have gotten this permission 2 months ago if I’d knew and how unhappy I am with this experience and how this has happened without any fault to myself. Their response was that none of the series of events were their fault.
Their care factor was 0. I cancelled before even experiencing any sort of internet.
Mates for life. Telstra who...
Have only been on NBN for a few days have been on ADSL with Mates for about 4 months and their service has been second to none. Setting up the service was so easy. I at first had big problems trying to get NBN at my premises but Mate helped me every step of the way dealing with NBN and kept me up to date best they could. Everyone at their call centre are Australian and are fantastic to deal with.
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