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MATE
4.4 from 1,498 reviews

161 questions from our users

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
4 answers
Hi David, Sorry to hear this. Can you confirm your MATE Code/Account number? 638608 is the incorrect account.639608639608

I'm interested to know why I can't retain my existing landline number with Mate when Aussie can?
2 answers
Hi Grant CC, If your premises is serviced by nbn™ FTTC, it is NOT possible to retain an existing PSTN phone number as nbn™ does not enable voiceband continuity. The PSTN line is disconnected automatically at the exchange once the nbn™ FTTC service is activated. We are unable to port a phone number until your nbn service is activated, so in the above scenario we are unable to port a fixed line on FTTC. Other providers may have a different process. Regards, The MATE teamOK, thanks Vanessa, my research has both you and Aussie on about par for a high level service and I've now signed with Aussie so we'll see how they go with my number. Regards, Grant

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?
2 answers
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 support@letsbemates.com.au.Thanx. Emailed.

Is it possible to get an adsl connection if you dont have the money to get nbn setup at the moment?
1 answer
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 support@letsbemates.com.au.

Is your customer support open 24/7? Also, what plan will you put me on when nbn comes to my area? Thanks.
1 answer
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
1 answer
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.)?
1 answer
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 support@letsbemates.com.au 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.
1 answer
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
1 answer
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
1 answer
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 support@letsbemates.com.au so we can check and advise. Regards, MATE team

Can I have a landline?
2 answers
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 support@letsbemates.com.au 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
1 answer
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]
3 answers
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 support@letsbemates.com.au 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 support@letsbemates.com.au 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
4 answers
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?
2 answers
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?
1 answer
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 support@letsbemates.com.au 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 ?
2 answers
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 support@letsbemates.com.au so we can check and advise. Regards, MATE team

Hi, is your Mate supplied NBN modem locked to your network/ settings or can it be reconfigured? Thanks.
2 answers
Hi JKP, We can confirm our modem is unlocked and can be reconfigured if required. 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 support@letsbemates.com.au so we can check and advise. Regards, MATE teamI don't think it's locked at all- you should be able to get into the router settings via your web browser like any other router and change the config to suit.

Hi, we live at [address removed] We already have FTTH in place (in a good position). We purchased a "twin" set of NetGear routers a year or so ago called "ORBI83", the second twin actually being a WiFi extender. We are interested in "Best" Mates plan (50/40 mbps, with free phone calls to all Aust. landlines, Nat. calls and mobiles) 1. Is there an activation fee for us for 'Unlimited' GB 2. Can we: a) have the new cable connection from FTTH connected to the Modem/Router somewhere in the upper level of the house? The existing Netgear Cable Modem (Optus) is situated (inconveniently) downstairs, a long way from the street - maybe not relevant? b) keep our own (Optus) Netgear Modem plus NetGear (ORBI83) Router + WiFi Extender ? c) keep my existing landline phone number? d) keep our optusnet email address (important as it is registered extensively with many service providers)? e) upgrade to the 100/90 mbps service at a later date (if necessary)?
1 answer
Hi Tony M, 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 support@letsbemates.com.au so we can check and advise. Regards, MATE team

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