MATE Questions & Answers

Hi Frankee, thanks for reaching out! Our wait times for tech support fluctuate depending on a variety of factors, but if you prefer not to wait, we do have a callback option to better suit you. Regarding the 25/10 plan, if you are living on your own, you should have no issue streaming Netflix and Stan at the same time. We're confident you will have a good experience with us, but if you aren't satisfied with your plan, we have a 1-month money back guarantee, where we will refund you your plan fee.

If you have any further questions, please don't hesitate to contact our sales team at 13 14 13, or head to our website (letsbemates.com.au) to speak with an agent on live chat.

Regards, The MATE team.

Hi Mik, The 25/10 NBN plan is optimal for 1-2 devices at a time only, so if you are using Netflix in conjunction with internet browsing or other activities, your internet speed may be slow, and would be worth considering a stronger plan. Feel free to visit our website for all of our NBN offers: external link . - Luke.

Netflix? On how many screens simultaneously? 20? Seriously, the limits of capacity all ISPs describe are mostly absolute bollocks. Keep in mind that all ISPs have a vested interest in getting you to sign up to higher speed plans. The higher the speed, the more profit they will make. All ISPs will deliberately down play what you will be limited in doing if you opt for a "slow" speed plan, and without exception, this is crap. I'm on a Tangerine 25/10 plan and last night I ripped the entire Le Mans 24hr race unedited from youtube at flat out speed 3MB/s for my connection from the google servers. That was a 28.68GB file and it took 8 hours. At the same time I ripped the first day of Goodwood FOS (7GB), downloaded 17 other files between 1-2GB each from HTTP using a PC, torrented the entire season two series of The Bear, The Tourist, The Test: A New Era and Colin From Accounts and then while doing all that I watched a movie streamed from SBS On Demand from one LG TV while another was streaming Ladies In Black on ABC iView. Then there were the 3 tablets and 4 phones all connected via wifi too. All of that worked seemlessly and without a single glitch simultaneously on a 25/10 connection. I think you'll be just fine with Netflix!

It still getting worse.. more are coming

Yeah i got more spam text from them just before i left

Hi Jackfields J. Thanks for your message and our apologies for the delay in our response. Unfortunately, we are unable to match prices and we can’t comment on what competitors are offering. We have no lock-in contracts with month-to-month plans and are 100% Australian-based.

We understand that we are never going to be the cheapest provider and if you are looking for a better deal there will always be a cheaper provider out there.

We are sorry to hear you are experiencing speed issues with your service.

Please send us a private message with your MATE code/account number and preferred time of call so we can organise a support team member to contact you to assist you further.

We look forward to hearing from you.

Regards, The MATE team.

Hi steelo, Thank you for contacting us. Unfortunately, MATE currently does not utilise IPv6 or CG-NAT for our nbn services. All active services are provisioned on a residential-grade IPv4 address whether dynamic or static.

This may change in the near future. If it does, we'll be notifying all customers via social media (Facebook/Instagram etc.) posts and emails. Unfortunately, there is no ETA if and when this will be available.

We apologise for any inconvenience caused.

Regards, The MATE team

Unfortunately, there is currently an unplanned network outage affecting some internet services in your area. If your internet is not working or experiencing connection difficulties, this is the reason why. DO NOT PRESS THE RESET BUTTON ON YOUR MODEM/ROUTER! There is currently no estimated time of resolution but we will keep in touch by SMS and let you know once services are back online. Sorry for any inconvenience. Regards, the MATE team

I would contact mate and ask if you can return it. I would think they would refund you they are always trying to assist customers and do the right thing. Basically any NBN comparable modem would work, just have to juggle the settings a bit. My google nest wifi hooked up with out any issues.

Hi Nick R, Thanks for reaching out. Apologies for the delay in getting back to you. If you need to return the modem as the current one you have is working fine, we can organise for the modem to be returned.

If you would like to discuss this further, please contact our support team on 13 14 13 during our support operating hours Monday - Saturday 8.30 AM - 7.00 PM.

Regards, The MATE team

We regret to inform you that we are currently experiencing an unplanned outage affecting some customers. We sincerely apologise for the inconvenience and appreciate your patience while we work to resolve the problem. Please DO NOT reset your router, we will notify you as soon as we have an update or the issue is resolved. Regards, MATE team

I keep receiving this messages

Hi Grant, Thank you for enquiry. Unfortunately, MATE currently does not utilise IPv6 or CG-NAT for our nbn services. All active services are provisioned on a residential-grade IPv4 address whether dynamic or static.

We apologise for any inconvenience that may have been caused.

Regards,

The MATE team.

Unfortunately, there is currently an unplanned network outage affecting some internet services in your area. If your internet is not working or experiencing connection difficulties, this is the reason why. DO NOT PRESS THE RESET BUTTON ON YOUR MODEM/ROUTER! There is currently no estimated time of resolution but we will keep in touch by SMS and let you know once services are back online. Sorry for any inconvenience. Regards, the MATE team

Hi Jim, Thanks for your enquiry. We can confirm that we do not block ports on the network. We can also confirm that you are able to receive a static IP if requested. In order for us to see what Internet services we can provide you, we will need to perform a full service qualification check on your address.

Could you please send us your full address including any unit/street numbers, state and postcode?

If you would like to speak with our sales team for more information, please let us know a preferred contact number and time so that we can arrange for our sales team to call you back.

Regards, The MATE Team

Hi lisamaree2815, Thanks for your enquiry. We can confirm the AX5400 will work with MATE provided it's compatible with your connection type. If you would like us to check if it's compatible with your connection type, please email us with your full address at support@letsbmemates.com.au or call us on 13 14 13.

Regards,

The MATE team

Hi Gavin, Thanks for your enquiry. We offer the TP Link VR400 modem router. You can find more information about this modem we offer here: external link  If you would like to speak to a sales agent regarding any of the plans we offer, please send us your contact information and we can arrange this for you.

Regards,

The MATE Team.

Hi Édouard T, We can confirm the Google Nest will work with MATE provided it's compatible with your connection type. If you would like us to check if it's compatible with your connection type, please email us with your full address at support@letsbmemates.com.au or call us on 13 14 13.

Regards,

The MATE team

Unfortunately, there is currently an unplanned network outage affecting some internet services in your area. If your internet is not working or experiencing connection difficulties, this is the reason why. DO NOT PRESS THE RESET BUTTON ON YOUR MODEM/ROUTER! There is currently no estimated time of resolution but we will keep in touch by SMS and let you know once services are back online. Sorry for any inconvenience. Regards, the MATE team

Hi Jason, Thanks for your enquiry, we can confirm that payments processed on American Express incur a 2.85% surcharge. If you have any questions regarding this, you can email our support team at support@letsbemates.com.au or call our support team on 14 13 14.

Regards, The MATE Team.

They always over overcharged... Less speed more payments, more outages.. pleas ring customer at first second in the morning and it's 2 hours wait already

I don’t think so. Check their web site

I had checked the website. they don't mention email there, or in the help files, so I assume they don't have it. But I will give them a call to confirm.

Hi,

No, our internet plans do not include an email address.

Unfortunately, there is currently an unplanned network outage affecting some internet services in your area. If your internet is not working or experiencing connection difficulties, this is the reason why. DO NOT PRESS THE RESET BUTTON ON YOUR MODEM/ROUTER! There is currently no estimated time of resolution but we will keep in touch by SMS and let you know once services are back online. Sorry for any inconvenience. Regards, the MATE team

Hi Anastasios. Updating your credit card details can be done in two ways: BY PHONE: Call us on 13 14 13 and follow the prompts to update your credit card details; ON OUR APP: Your card details can be updated on our app, myMATE.

Once logged in, press the $Update tab across the bottom, enter your new details and press "update".

Please note that this will accept credit cards and debit cards - Visa, Mastercard or AMEX.

If there is a payment overdue on your account, this will prompt our system to automatically retry your direct debit with your new card.

Regards,

The MATE team

The modems are not locked. Just switch and put in new details on modem

Hi DDD,

MATE modems are not locked and will work with any other provider/service.

Regards,

The MATE team

Their modems are old and expensive buy you're own better.. mate modem is more expensive less speed

Hi Jack, Thanks for your feedback! We don't delete any reviews - whether they are positive or negative. We understand that some negative reviews and feedback we receive are out of our control, but we are proud to have one of the highest average star ratings for an ISP on ProductReview.

Regards,

The MATE team

Unfortunately, there is currently an unplanned network outage affecting some internet services in your area. If your internet is not working or experiencing connection difficulties, this is the reason why. DO NOT PRESS THE RESET BUTTON ON YOUR MODEM/ROUTER! There is currently no estimated time of resolution but we will keep in touch by SMS and let you know once services are back online. Sorry for any inconvenience. Regards, the MATE team

Hi Kathy, Thanks for contacting me, I pray you are keeping well and in good spirits. I will try my best to answer your question, I am not from the Telcom industry or have a technical degree. My answers are based on my individual research and experience.

The simple answer - is to call Customer service but I can bet ya they might not be able to answer.

I have seen working on FTTP, Not sure about other NBN options like FTTN or HFC but I don't see why it shouldn't work with these as well.

When choosing a Telco provider, I, now ask the following question to myself,

1. The company I am switching to, is a service provider? who owns the telephone lines and network in my area? or they are just retailers who are renting the telephone lines from major owners like Telstra and Optus and later sell them to consumers like you and me.

2. If you have a problem, do they have the infrastructure to handle your complaint and needs, or they will outsource to a third party or to the telephone line owners. With Mate Communicate for me, 90% of the call goes to voice mail and after 7 pm Mon-Sat, and there is not support Sunday.

Switching to retailers will not solve the network outages or connectivity issues.

I am with Mate communicate and I have a lot of issues not just internet NBN, but also with Mobile services.

You need to establish who owns the telephone line in your area if it is Telstra or Optus. It is like you own Villa, part of that villa, you rent out to Mr X, then Mr X, further rent out to Mr B.

Now if Mr B has some plumbing issue, he will contact Mr X, and If Mr X is free and kind enough to work fast, then Mr X will contact you to do the repairs or it will be delayed.

It is better for Mr B to rent the property directly from you for a better experience while he is living there.

Henceforth, If I am You. I will need to find who owns my telephone lines, and consider that service provider, not a retailer, but pls don't enter into a contract just go month by month to see how it works.

Why? Because If the infrastructure/ old telephone lines are bad in your area then regardless of who owns it, your services may have issues every now and then.

If your telephone line is owned by Optus, you might need to discuss your options with them.

however, if your telephone line is owned by Telstra and you are with Telstra, there are two options,

1. I might consider talking to the complaints team and request them strongly to resolve the issue, if it is not resolved, there are options to contact TIO ( telecommunication communication ombudsmen). They are there, to help us to resolve our complaint a bit differently.

Or

2. I might consider a bigger retailer such as Vodafone or Optus because their infrastructure is bigger, they might be able to resolve the issue faster than a small retailer such as - Mate communicates. Why ?

Because their prices are the nearly when compare with the same as Bigger retailers, and they charge for 3rd party Modem router which doesn't have

Again the key is not to fall into a contract.

Now to the major question about your call Call Guardian service,

I haven't used this service, I am aware it is to block all the fake callers and to have only relevant calls.

This service might not work with other retailers such as MATE. Because NBN lines are now different, the telephone lines are called FTTN or FTTP and few others. Not sure which telephone line is are in your area.

Before Switching to any service provider I would request to ask the above questions.

I hope I was able to give to some understanding, I wish you the very best for the future.

Please take care.

Thanks Abee

Hi Kathy,

It would be best to contact our sales team on 13 14 13 and press "1" for new sales.

Thank you both for your replies. It doesn’t answer my question but I thank you both for your kind replies.

Hi Kathy,

Our sales team can answer your questions, the answers depend on the specific nbn technology at your address.

As mentioned in my enquiry, technology at my address is FTTN.

Hi Kathy, Generally, as long as your landline number is ACTIVE with another provider, we should be able to transfer (port) this number. Please note that the transfer (porting) process for an existing landline telephone number can take anywhere between 2 – 6 weeks to complete and this process only commences once your nbn internet service has been activated with MATE.

You can find more information here: external link  and here: external link 

The Call Guardian phones will work, but the Call Guardian service is a Telstra service, this would not be available with MATE.

Thank you MATE for your reply. I’m astonished at the length of time it could take to port a number. However my question was specifically about Call Guardian which it seems no one can answer. I will leave it here as I seem to be going around in circles. Thank you for your replies and efforts in trying to answer my questions.

Hi Kathy,

We answered the question about Call Guardian, see here:

"The Call Guardian phones will work, but the Call Guardian service is a Telstra service, this would not be available with MATE."

I somehow missed this answer, I didn't see it at all, my apologies. Thank you for your reply this answers my question.

Unfortunately, there is currently an unplanned network outage affecting some internet services in your area. If your internet is not working or experiencing connection difficulties, this is the reason why. DO NOT PRESS THE RESET BUTTON ON YOUR MODEM/ROUTER! There is currently no estimated time of resolution but we will keep in touch by SMS and let you know once services are back online. Sorry for any inconvenience. Regards, the MATE team

you should learn how to use a businesses website.

Hi Damo,

The MATE mobile service does not support international roaming.

Therefore, you can not use a MATE mobile service when travelling overseas.

Regards,

The MATE team

Hi Damo,

Yes, you can change your MATE nbn plan at any time for no extra cost.

Regards,

The MATE team

This is 100% a lie im still paying 12 mpbs. For 59 bucks . Other providers 55bucks 50 Mbps. 2 hours wait for choppy technical support. call them at 0830 it's the same

Hi Damo,

Email your full address to support@letsbemates.com.au and we can check and confirm the exact process for you.

Regards,

The MATE team

Thanks for your answers Vanessa. Sounds good just have to look at international roaming options.

No worries at all!