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MATE
4.4 from 1,760 reviews

174 questions from our users

murrellanthony797

murrellanthony797asked

MATE

Does it cost money to reconnect when you move house?

1 answer
MATE Communicate
Vanessa S.MATE Communicate

Hi murrellanthony797,

If you are moving address, we need to close your current account and re-open a new one at your new address.

We will need to process the first months payment in advance. However, based on your address we will need to check and advise if any connection fees are applicable before we process the order.

Please contact us on 13 14 13 and press "1" for sales, or email your full address to support@letsbemates.com.au so we can perform a service qualification check and advise.

Regards,

The MATE team.


DebW

DebWasked

NBN 50 (Best Mates)

I will be moving into a brand new building with no ADSL or NBN available. I would like to know about a wireless connection - am looking at the best mates fixed wireless? what does this mean? I have a modem, was presuming that all I would need is a sim card?

1 answer
MATE Communicate
Vanessa S.MATE Communicate

Hi DebW,

We can confirm Fixed Wireless is a type of nbn service, however, we don't offer wireless broadband.

Please contact us on 13 14 13 and press "1" for sales, or email your full address to support@letsbemates.com.au so we can perform a service qualification check and advise.

Regards,

The MATE team


Mathew S

Mathew Sasked

MATE

I have a Telstra air gateway modem, will it work with MATE?

1 answer
MATE Communicate
Vanessa S.MATE Communicate

Hi Mathew,

Your current modem may work with our service, provided it is not locked to Telstra.

The only way to determine if it is locked is to try and configure it with our service. If the modem is locked, you will need to use an alternative modem.


Mathew S

Mathew Sasked

MATE

I have a Telstra air gateway modem, will it work with MATE?

1 answer
MATE Communicate
Vanessa S.MATE Communicate

Hi Mathew,

Your current modem may work with our service, provided it is not locked to Telstra.

The only way to determine if it is locked is to try and configure it with our service. If the modem is locked, you will need to use an alternative modem.

Regards,

The MATE team


Raymond

Raymondasked

MATE

Does your nbn come straight from the nbn co ? or do you get it from a reseller, Telstra, i think i i saw on your web site telstra is used for mobile.

5 answers
MATE Communicate
Vanessa S.MATE Communicate

Hi Raymond,

Our upstream carrier for nbn is Vocus, and yes, we utilise Telstra's mobile infrastructure for our mobile services.

Regards,

The MATE team

Raymond
Raymond

Thanks for that, couple more questions before i commit to mate.
Can i have 2 names on the account with both having access should the need arise?
What is the turnover time of disconnect from an existing nbn provider to mate.
Can i choose the activation date, while in the sign up process.
What i read on your web site is that you do not use vlan id tagging, is that correct?
Should i want to cancel my account , what is your procedure and time frame?
I ask that because my existing provider is being a pain and cancellation is going to take about 5 or 6 weeks to avoid further charges.
Thanks mate

MATE Communicate
Vanessa S.MATE Communicate

Hi Raymond,

Yes, we can add an authorised contact on your account so you and another person can have access.

If you are already connected to nbn, we can generally transfer your service within 1 - 3 business days, depending on the nbn technology.

If you wish to delay the activation of your service, you can leave your preferred delayed date in the "customer notes" section of the sales form when signing up online.

We do not require/use VLAN tagging for any of our services.

We do not have any cancellation fees and we do not require notice to cancel an account. However, we offer no pro-rata refunds or credits if you cancel your account during your billing period.

Regards,

The MATE team


Barry A

Barry Aasked

MATE

Hi, Mate Communicate. I found out you provided a static IP address as default. Do you offer dynamic IP if at all applicable for residential NBN connections? Thanks in advance

1 answer
MATE Communicate
Vanessa S.MATE Communicate

Hi Barry,

We can confirm we do not offer dynamic IP for nbn connections.

Regards,

The MATE team


torryn

torrynasked

MATE

can i use a debit card for payments

2 answers
MATE Communicate
Vanessa S.MATE Communicate

Hi torryn,

We can confirm we accept direct debit payments via a credit or debit card (VISA/Mastercard or AMEX).

Regards,

The MATE team

torryn
torryn

cheers that was really quick MATE


Max

Maxasked

MATE

What cabling issues will I need to fix before I get connected to NBN FTTC. My area now has NBN but I have a copper line and ADSL currently, with 5 internal phone points on the current copper system. I have read that these all need to be disconnected, but I would like to retain at least three 'extensions' if I do have a phone service connected to the NBN. max@pirpl.com.au

3 answers
MATE Communicate
Vanessa S.MATE Communicate

Hi Max,

Thanks for your message.

We can confirm all internal phone points will be disconnected once you switch to nbn FTTC.

You will be unable to retain any of these phone points on nbn. On an nbn Phone service (VoIP), a single phone port will be used in the back of your modem/VoIP device. If you require multiple handsets, you will need a cordless phone pack, such as a "1+ unit" where the main base station plugs into the modem, and any additional phones will simply plug into a power outlet.

Regards,

The MATE team

Max
Max

Hi Mate Team
Thanks for your prompt reply but that was really something I already knew. I therefore have four further questions to be a bit more specific, if I can trouble you a bit further please:
1 Who cuts the multiple phone points off? i.e: Do I have to get that done or does the installation person do it when they come out to install the NBN box?
2 You mentioned I will need to get a new "1+unit" phone, which I assume is different from those cordless handsets still being sold on the market right now, as it will be a VOIP phone. Where can I buy such a 1+3 unit VOIP phone? - As I run my business from my home office, where two of us work, we will need multiple phones.
3 I have left over from an office I owned in St Kilda Road about ten digital handsets that were part of an ISDN installation. Will those work with the NBN, and will they need the digital box installed that goes with them?
4 I understand that if that digital phone system will work with the NBN, can I have my house re-cabled with Optic Fibre and will the digital system still work then?
5 Can I run an Optic Fibre connection into the NBN pit at the front of my house toand replace the copper from the curb to my home?
Thanks so much for your advice and responses so far. You are the ONLY NBN provider who has the combination of a majority of satisfied customers, premium speeds, bundled & untimed phone service and value for money I have come across in 12 months of research and waiting to know all the issues that affect the NBN, before I move to adopt it. So, I am really wanting to hear some decent answers to these questions, as I will then decide to move now.
Cheers
Max - max@pirpl.com.au

MATE Communicate
Vanessa S.MATE Communicate

Hi Max,

1. When the nbn FTTC service is connected, if you have five telephone wall outlets and these are all connected to a single PSTN line, then technically, you should be able to plug your nbn NCD device into any of these outlets. Remember, however, that this is only to power the NCD device for the Internet, and not for any phone line.

2. We can confirm you will not require a VoIP phone for an nbn phone service. You will require a modem/router with a VoIP port or an Analogue Telephone Adapter (ATA) which will plug into your modem/router. You can use any standard telephone (cordless or otherwise) and this will need to be plugged into either of these devices.

3. ISDN handsets will not work with an nbn phone service.

4. We are unsure of what you mean by this question.

5. You can't replace your existing copper with fibre optic cable yourself, however, you can apply to nbn to change your premises to nbn™ FTTP access technology. This is called the Individual Premises Switch - you can find more information about this here: https://www.nbnco.com.au/residential/learn/network-technology/technology-choice-program#Tab-2-Types-of-application

Regards,

The MATE team


Rob L.

Rob L.asked

MATE

Is MATE using Telstra network?

1 answer
MATE Communicate
Vanessa S.MATE Communicate

Hi Rob L,

For our internet services we use Vocus for our upstream provider.
For our SIM only mobile services, we use Telstra's 4G network.

Regards,

The MATE team


June

Juneasked

MATE

Would you be able to configure Iinet modem, another provider said no it would be locked or something by Iinet

1 answer
MATE Communicate
Vanessa S.MATE Communicate

Hi June,

Your iiNet modem may work with our service, provided it is not locked to the provider it was purchased from.

We can help you configure this, however, the only way to determine if it is locked is to try and configure it with our service. If the modem is locked, you will need to use an alternative modem.

Regards,

The MATE team


June

Juneasked

MATE

Where is tech support located and hours available

4 answers
MATE Communicate
Vanessa S.MATE Communicate

Hi June,

Our technical support team are all based in Western Sydney, NSW.

Our operating hours are 8.30AM - 7.00PM Monday - Saturday.

Regards,

The MATE team

June
June

Thanks for that

MATE Communicate
Vanessa S.MATE Communicate

No worries at all June!


Scott

Scottasked

NBN

Does MATE support IPv6 in a dual stack arrangement?

2 answers
MATE Communicate
Vanessa S.MATE Communicate

Hi Scott,

Thanks for your question.

We can confirm we do not support IPv6 at this stage.

Regards,

The MATE team

David L.
David L.

Do you know when MATE are planning to add support?


bobbysdad

bobbysdadasked

NBN 50 (Best Mates)

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? [639347]

3 answers
Phil
Phil

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.

bobbysdad
bobbysdad

Thanks Phil. I was hoping one of their reps [eg Vanessa S] might be more helpful via here....

MATE Communicate
Vanessa S.MATE Communicate

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


David

Davidasked

ADSL

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
MATE Communicate
Vanessa S.MATE Communicate

Hi David,

Sorry to hear this.

Can you confirm your MATE Code/Account number? 638608 is the incorrect account.

David
David

639608

David
David

639608


GrantCC

GrantCCasked

MATE

I'm interested to know why I can't retain my existing landline number with Mate when Aussie can?

4 answers
MATE Communicate
Vanessa S.MATE Communicate

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 team

GrantCC
GrantCC

OK, 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

PtDaFool
PtDaFool

If you do a cut-over to NBN without first porting the PSTN, you lose your old number basically. If a provider ports in your number first (or submits their port-in request just before the cut-over date at the very latest) you won't lose your number. MATE obviously don't have their systems set up to handle this properly which is - in my opinion - a pretty major flaw in how they do cut-overs from PSTN.

If your PSTN number is important to you, then you'd be best off with a carrier who can safely do the cut-over and retain your PSTN number for you. Carriers such as iiNet, TPG, Aussie and the like can do this.


bobbysdad

bobbysdadasked

MATE

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
MATE Communicate
Vanessa S.MATE Communicate

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.

bobbysdad
bobbysdad

Thanx. Emailed.


Jeff B

Jeff Basked

MATE

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?

1 answer
MATE Communicate
Vanessa S.MATE Communicate

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 support@letsbemates.com.au.


Vendettabruh

Vendettabruhasked

ADSL

Is it possible to get an adsl connection if you dont have the money to get nbn setup at the moment?

1 answer
MATE Communicate
Vanessa S.MATE Communicate

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.


Beau V.

Beau V.asked

MATE

Is your customer support open 24/7? Also, what plan will you put me on when nbn comes to my area? Thanks.

1 answer
MATE Communicate
Vanessa S.MATE Communicate

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


Deanna Koh

Deanna Kohasked

MATE

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
MATE Communicate
Vanessa S.MATE Communicate

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.


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