163 questions from our users
Does MATE support IPv6 in a dual stack arrangement?
Hi Scott, Thanks for your question. We can confirm we do not support IPv6 at this stage. Regards, The MATE team
At 7pm on the eve of me changing over to MATE, I thought I'd give MATE a call to see if there was anything I should know prior to my changeover. Well, the person I spoke to was annoying. He insisted on speaking over me all the time, and kept reciting over and over that because I was changing over on the 24th, [which is TODAY] there was nothing he would add. All I wanted to know was how will I be notified of my new log in and password and how long would I be without a connection, as it has been mentioned to me that sometimes it could be done within an hour. He almost accused me of lying, and that it could take up to three business days, and that he would review the tapes. He kept talking to me like I was some idiot. I was not amused, and almost threw in the towel there and then. His arrogance was astounding. You could do better hiring more pleasant people to handle your calls. I hope this wasn't a sign of things to come? Have I made a dreadful mistake, as I see others have had a difficult time with your service. Should I have gone to someone else? 
Hey buddy, that sucks, the people I have spoken to have always been great. I can suggest emailing them, they answer really quick and there shouldn’t be communication errors that way.Thanks Phil. I was hoping one of their reps [eg Vanessa S] might be more helpful via here....Hi bobbysdad, We are sorry to hear this. We will have our internal management team review this call as we pride ourselves on our service. Regards, The MATE team
Sign up 11 days ago for home phone adsl to transfer from belong to mate. They to me in beginning within 4 days home phone and adsl be transferred but it’s day 11 still not activated they keep me updated with sms and 3 phone calls and mate said it’s a fault of Telstra and that’s why taking so long but I’m with belong and they use Telstra lines and never had issues with Telstra lines with belong. My mate account is 638608
Hi David, Sorry to hear this. Can you confirm your MATE Code/Account number? 638608 is the incorrect account.639608639608
I have been with TPG for 12 years, [ADSL2+], and recently changed to NBN, but because TPG only had Dynamic IP's for residential, this was causing major difficulties with my Gmail accounts which resulted in Gmail blocking my accounts due to my IP changing all the time. This was resolved by changing my account to a Business account which gave me a Static IP, but at an increase in price, and a capped download to 500GB and restricted to Peak and Offpeak downloads which in effect made only 250GB available to me from 8.30am to 2.30am. I'm not happy with this. I need an uncapped allowance and a Static IP. Further more, I now need to give TPG 30 days notice to cancel my account before I can change providers. I have my own NBN capable modem which I'd need to reconfigure from TPG. Can you help?
Hi bobbysdad, We can certainly help! We offer a static IP address standard with all of our plans for no extra cost. To see what we can offer you, please email your full address to firstname.lastname@example.org.Thanx. Emailed.
I live in plumridge street, chelmer, 4068. According to the NBN Co., we will be using a hybid co-axial technology. Can you provide a service?
Hi Jeff B, Yes, we are able to offer nbn HFC services. To see what we can offer you, please email your full address to email@example.com.
Is it possible to get an adsl connection if you dont have the money to get nbn setup at the moment?
Hi Vendettabruh, Once nbn becomes available in an area, it is not possible to connect ADSL due to government cease sale regulations. To see what we can offer you, please email your full address to firstname.lastname@example.org.
Is your customer support open 24/7? Also, what plan will you put me on when nbn comes to my area? Thanks.
Hi Beau V, Our support operating hours are Monday - Saturday 8.30AM - 7.00PM. Once nbn becomes available, we will contact you to upgrade and you can choose any available plan you wish. Regards, The MATE team
Is your service out? I haven’t had internet for 2 days. Rebooted everything and still nothing.. I pay for the top speeds but when I watch Netflix no one else can do anything. Getting upset with your service
Hi Deanna, We can confirm we have no reported network issues or outages in your area at the current point in time. If you are experiencing issues, it would be best to call our support team on 1300 876 283 (press "2" for support) when in front of your modem so they can troubleshoot with you.
Do you allow incoming connections (for web server, ftp etc.)?
Hi Rod, We can confirm we do not block any services. To check availability and advise what we can offer you, we will require your full address. Please contact us on 1300 876 283 and press "1" for sales, or email your full address to email@example.com so we can check and advise. Regards, MATE team
Have been with mate for over 6 months now on the 50 plan. Service was really good and phone works all the time but the last couple months speeds have slowed and after 5 pm it takes a while to change channels on fetch and Netflix is slow also. As I have a lot of personal problems to deal with I haven't contacted them as I don't have time, but have read in the forum a lot of people are having the same issue with them and it has all to do with Vocus. My number is 619407 if anyone from mate wants to check it.
Hi levend62, Sorry to hear this. We have organised our support team to contact you ASAP so we can troubleshoot. Regards, The MATE team
Mate was good for the couple months but apparently it going slow now so I’m disappointed
Hi Aryia K, Sorry to hear this. Can you please advise your account number so we can look into this issue ASAP? If you are experiencing issues please contact our support team on 1300 876 283 so we can investigate.
we a adsl conection because there is not nbn in our area
Hi calixto a., To check availability and advise what we can offer you, we will require your full address. Please contact us on 1300 876 283 and press "1" for sales, or email your full address to firstname.lastname@example.org so we can check and advise. Regards, MATE team
Can I have a landline?
Don't have oneHi Michael, We do not offer standalone landline services, but you can bundle a landline with an nbn or ADSL Internet service. Please contact us on 1300 876 283 and press "1" for sales, or email your full address to email@example.com so we can check and advise. Regards, MATE team
Hi just received my Mate, NBN box and followed the instruction to connect to my Telstra Modem, TG797Technicolor model, but the part where we set the Connection type is not available in the router home page, so it is not working. Telstra are reluctant to help and I can't find anything online to sort this out and wondering if you know how to solve this issue with this particular modem config as I am sure there ton's of folks who don't want to tie down with a 24 month contract with Telstra, and love the idea of "No Contract" deals you guys offer. Please help me get this working, if you can. Thanks Greg
Hi Greg, Our support team can definitely help with BYO modem configuration. On the Telstra modems, you do not need to select the connection type - just enter the username and password in the Broadband page. We would recommend contacting our support team on 1300 876 283 (press "2" when prompted) to assist. Regards, The MATE team
Hi I would like unlimited data, fastest possible speed? No long term contract, no bundle. (nbs) - What's on offer? and please give me the total cost and no hidden extras and additional costs etc Thanks Kind Regards Gerhard [email address removed]
Hi Gerhard, To check availability and advise what we can offer you, we will require your full address. We can then answer all of your questions. Please contact us on 1300 876 283 and press "1" for sales, or email your full address to firstname.lastname@example.org so we can check and advise. Regards, MATE teamHi - just in case you want my address to find out if NBN is available at my location - Yes it is (I have NBN running with a different provider. Can you now answer my question?Hi Gerhard, The answer to your question depends on your address as the type of plans available will depend on the technology that services your premises.. Please contact us on 1300 876 283 and press "1" for sales, or email your full address to email@example.com so we can check and advise. Regards, MATE team
Why is it that i have no internet for the second time now over a holiday, long weekend. And Why is it that my internet provider has NO available technical or customer service for 2 days now ? SERIOUSLY... Am, how frustrating would you think this to be? To call your provider on any given sunday and hear recorded msg stating that I have called out side there operating hours and then the following day, Monday and still NO support.. Well I won't go on further to relay what I realy think about this executive decision but I will terminate my account to let you know how I feel. Reg Michael
I can only speak as I find! Bad luck to have no internet and no one to fix it for you, on a long weekend. Just be careful who you decide to "contract" to. My daughter was without internet for two weeks with iiNet, (South African call centre). Optus and Telstra overseas call centres with some of their staff barely speak English! Best of luck with your decision.This would drive me crazy too. I think this might be their achilles heel. I expect that if enough people complain, and if enough leave, it may get Mate to reconsider and provide after hour support. It does not need to be 24hrs but at least on weekends and public holidays, when most working people would be available and require support.Hi Michael, We will pass your feedback onto our management team. We could easily offer 24/7 "support" if we decided to move this offshore, but this is not something we are willing to do. There are significant costs associated with maintaining and operating a 100% local call centre, but we are always looking at ways to extend our support so watch this space.
Hey MATE I play video games alot and have a career on them but I have been having very unstable connection speeds lately and it makes it borderline impossible to play video games please help me as it is a big issue for me?
Have you done any speed testing? And is your computer connected by ethernet cable or wifi? My router is located at the front of my house, and the living room at the rear was achieving really slow speeds (of like 4mbps). Turned out I needed a wifi extender placed halfway through the house to extend the signal from that point into the living room. It solved all my issues. Also, download the Ookla Speedtest app on your computer (if on Mac) or via the speedtest.net website. All the best.Hi Matt, Sorry to hear this. If you are experiencing issues please contact our support team on 1300 876 283 so we can investigate.
Do you know the unlock wireless modem that can have capable to use Mate communicate ? Is unlocked moderm + ADSL2+ have enough for this? I also I am travelling within 9 days. Do you think I can take a delivery from Mate within the days?
Hi Takeo N, We can confirm the NetComm NF18 modem we supply can be sent out within 1 - 3 business days. Please contact us on 1300 876 283 and press "1" for sales, or email your full address to firstname.lastname@example.org so we can check and advise what we can offer at your address. Regards, MATE team
Do you know which unlock wireless modem is cheap and have capable to use Mate Communicate ADSL ?
I'm got the router supplied by Mate Communicate (Netcomm Wireless AC NF18ACV) as it was already programmed with the details for connecting to the network via Mate so was pretty straightforward- just plug and play. You can use other routers but this was the easiest solution for my timeframe.Hi Takeo N, To recommend a modem and advise what we can offer you, we will require your full address. Please contact us on 1300 876 283 and press "1" for sales, or email your full address to email@example.com so we can check and advise. Regards, MATE team
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