I had a landline problem. I couldn’t received or make a phone call at all. I tried to call to call center and explained this is a business number, I had this problems for 3 days pls fix for me ASAP. All the staffs just say investigated and will call me back. I was sent email to then no one replied. They never call or email back to me back at all. I had lots custmer complained and lost to many customer. They didn’t know when they will send technicians come to fix it. One of my friends had problems same with me they said more than 10 days they will fix it. If someone considered this company pls stop believes me other company much more better than telemates for sure. I’m really disappointed. This is how’s services for royal customers.
Beware Do Not Sign Up!!
The only thing they are really keen and fast at doing is to sign you up. After that they make everything else so difficult. They would not let me leave and keeps on billing us even though our contract ended and we wished to terminate with weird charges. They would not listen! I had to go through a long 14 weeks complaint process with TIO. Please beware! Do not join them.
- Verified customer
I write this because I am disappointed at the expectations of most complainants where complaining is just about all they understand. Internet complaints give them an asymmetric advantage over the business. For every complaining customer many thousands of perfectly happy customers simply get on with their life.
I have used teleMates in all its incarnations from its very early days... around 15 years ago and they have never failed to impress me.
Back then, on the few occasions, I needed to call them, they generally recognised my voice. ...Those days are gone, however, with their call centre in Sydney, speaking with their operators has always been fruitful and efficient. I spoke with such a person today, named Tom.. he fixed my issued, none of which were complaints. We need to understand that the collision of technologies, (copper v fibre) is problematic, however, teleMates has no say in Telstra or the NBN. If you need a reminder of appalling service and pricing, switch back to Telstra or Optus.
Beware ! Easy to sign up , so many promises , Secret hidden charges , if you are unhappy , you cant
Beware ! Easy to sign up , so many promises , Secret hidden charges , if you are unhappy , you cant leave . I have been trying for 3 months now to have my account closed . They will not close the account , and they have now charged a back up credit card on file. In customer service they say ": I cant make that decision for a refund . No Supervisors available at this time. Then Yesterday Tom would not close the account because there is an admin charge of $9 on the account, even though the account has not be used since December 2016 . They wi...ll keep making up charges to keep the account open , so that they can charge the monthly $25 - $50 account fees . And surprise , surprise , if you make a complaint it has to go from one department to another department at Telemates and by the time they look at it , there are more monthly fees , admin fees and min monthly charges. I believe that telemates keep on making up charges to keep this account open to keep earning money from me.
Can't provide service, can't cancel my service
Telemates were great when signing me up. It was when they couldn't provide a port for my internet and so I asked them to cancel the service, that the trouble began. I have been told many times that my service is cancelled, but I keep getting a monthly bill and they keep taking it out of my account. I have rang and emailed them countless times to be fobbed off and told that someone will ring me back. So I don't have a service plus out of pocket by $99.88 per month. I have now taken it to the Telecommunication Industry Ombudsman as I don't know what else I can do to stop them taking my money for a non-existent service.
Telemates - Outstanding customer service and value for money!
We have used Telemates (back in the day when they were called Better Telecom) in 2 business for more than 10 years as well as home phone services including land line, mobile, ADSL& NBN. They provide excellent customer service and outstanding value for money. They follow up every enquiry promptly and professionally. Nothing is too much trouble for the Telemates team. I like the fact that I can maintain contact with one person during the process (eg installing ADSL, then NBN - it was very easy). I have been with big telcos before and its a nightmare.
My father was with Telemates. Christmas Day he passed away. I'm finalising accounts and this has been daunting and every company I have called to notify were brilliant. They have told me, "Due to your father being in a contract, we have to charge an early termination fee for exiting the service."
Are you kidding me? The only early exit was my father and this is absolute outrageous. Our family as well as others that have gone through this process would understand tying up loose ends, general expenses, etc. I find this absolutely appalling. The ...
Telemates Are The Worst
Telemates phoned my elderly parents, didn't identify themselves correctly and Mum never gave them the approval to proceed with the transfer. Before she knew it she had changed company. When she wanted to go back to her normal provider they were threatening her with a $149 termination fee. Once I was able to obtain a copy of the conversion from the initial phone call, they quickly back down as it was very clear Mum never gave them the permission to transfer. I don't know how they are still running a business they are crooks and if I could give them no stars that would be more accurate. Keep away from them, always check the recording and go the ombudsman if they can not resolve the issue.
I couldnt connect to the internet but Richard used his excellent Customer Service skills to make my problem easier. He answered everything in a way even I could understand (no jargon),rang back when he said he would and when I complimented him for his service was very taken aback.
Do not go near this provider unless there is no other. Then you have a choice of one.
I requested them to cancel my contract at the end of the term. They did not. I went to another supplier. Telemates tried to prevent the new supplier from providing me telephone and internet service. In my opinion Telemates is one of the worst companies I have dealt with. I will not recommend their services to anyone except my enemies.
Went from great to bad
Our Telemates service was great for the first twelve months and then everything went downhill. Internet speed plummeted so much that we could no longer watch Netflix (non HD) or download a movie on the Apple TV. It was so bad at times that I could not even perform a speed test. Intermittently throughout the month I would have no internet service at all which I would call Telemates about and be told it was my modem (which I am still using now through another provider with no issues). I purchased a new modem, to no avail. Amazlngly, Telemates rec...orded huge data usage during this terrible period which absolutely bemuses me. I had to terminate the contract early due to no service. I am with a different provider now, unfortunately the main expensive player, and have experienced no issues whatsoever.
I have been happy for many years with Telemates but my recent experience connecting the NBN was a nightmare (both NBN workers & Telemates procedures).. Being without a working phone for over 2 months (underground Telstra line was broken) it was imperative that the connection to NBN was as efficient as possible. I requested on several occasions that the internet/phone modem be supplied on the same day that the internal NBN box was installed. This did not happen. I had to wait 5 working days after the NBN was installed before the modem was del...ivered. I could then connect to the internet but still needed my phone numbers to be "ported". I was advised that this would take another 3-5 working days. (By the way "porting" in this case is switching off the copper phone line and putting number on the fibre optic line.) Numerous phone calls and 7 working days later (and only after I rang a parliamentary member and lodged a complaint!) my phone number was finally working. All up it took two and half weeks (including weekends) before I could use my phone via NBN! To add insult to injury, the bundle I ordered had a bonus free month but I was charged full price before my phones were even working! This took another 5 working days to sort out (I will call you back in 48 hours... yeah right.) Telemates had the hide to say I did not qualify for the bonus even though they were still advertising it on their website and my order was a month before the expiration date of offer! When I mentioned Consumer Affairs I finally got the respect I deserved and they sorted the account... Disappointing treatment for a long standing customer... The only positive thing I can say is that their technician was very helpful in organising Telstra to look at our old line and also when having to connect and sort out modem...
Great Prices but even better - great service
Telemates goes that extra mile for you. [Name Removed] gives you something that the big, cumbersome telco giants will never give you - A person to person contact that will resolve any issues you may have with your phone or internet connections. I have been with them now for some years and will never change.
Thank you Telemates.
By far the best Telco in our experience
Telemates is a small Telco but the range of products is great; their prices are competitive and often undercut larger Telcos without compromising service. The personalized customer service is outstanding with a quick personal response time. When we moved houses to an area where there were no spare ADSL ports, the larger ISPs offered very little hope, advising that it could be 6-12 months when one was available. Telemates secured a port within two months! I highly recommend Telemates!
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