3,887 reviews
AI reviews summary
Pros
Verdict
Overall sentiment regarding MATE is mixed, featuring a distinct divide between positive customer service interactions and frustrating technical experiences. On the positive side, many users frequently commend the local Australian-based support staff for their patience, clear communication, and effectiveness in resolving technical and account queries. Conversely, a subset of reviews highlights recurring issues with connection stability, lower-than-expected speeds, and difficulties with billing or cancellation processes.
I was having trouble with my voip phone. Selena was very knowledgeable and patient as she stepped me through the troubleshooting. I feel like I could do it again myself if we ever run into trouble, although we think it was caused by a blackout the previous day. Show reply
I had been dealing with Wi-Fi issues for the past couple of months, and Justine was absolutely amazing in helping me get everything resolved. Justine was patient, professional, knowledgeable, and took the time to properly understand the issue and find a solution. I really appreciate the excellent customer service and support. Thank you, Justine, for all your help. Show reply
Mates service rep Laurent was so helpful and patient, as well as knowing his stuff! He stepped me through a trouble shooting process and offered some good suggestions. He stayed on until we tested and were successful. This is the customer service we all want everytime! Amazing. Thank you so much! Show details · 1
Reviews with attachments
Great win-back experience! > I was hesitant to rejoin MATE after a poor experience six years ago, but their win-back offer ($70 for 500/50) was too good to pass up. The transition was completely seamless. I just reset my Xiaomi mesh router and was online instantly. I also used their online chat on Saturday to activate a free static IP for our… Read more · 2
working-from-home setup, and the process was effortless. Highly impressed so far and hoping the great service continues!
I live in Sydney, not sure if that has anything to do with the current speed. Anyway, very happy thus far. I hope it continues as my offer is locked in.
In addition I just discovered "price lock": pay for 12 months upfront and get 2 months off! I just did that and paid $720 for 1 year (works out $60 a month). Unfortunately, you can only use credit card for this offer. I thought to myself another $120 off and priced definitely locked for 1 year it's an even better offer.
Thank you Mate!
On this particular occasion I was on a call with Larry and it was awesome. Super simple and not complicated at all. Honesty, it sums up all of my experiences when having to call Mate for assistance and I've been a customer for over six years now. Over six years and customer service is still without fault. Not to mention, I have also had six years… Read more · 1
of quality internet. I upgraded recently to the 500/50 plan and they helped me every step of the way. Flawless.
No interruptions . No freezing Love my mate . Fair dinkum value for money Show details · 1
Fantastic speed. Changed from Dodo to Mate. Much faster than before. Show details · 1
Pretty happy with it. Peak speeds are very reasonable. I was able to download some large (100+gb) games off Steam which were done in a short space of time. General surfing is great. Can stream Netflix and game at the same time with no lag so I can't complain there. Overall it's a fairly reliable connection at this stage. Show details · 1
Terrible! Pathetic! Terribly Pathetic! Pathetically Terrible! Connection stability/speed is second only to support/service in being the most pathetic product/service EVER _ and that's a lot coming from a 54 year old who has been teaching/training IT since 1998, using internet since 1994 and computer 1983! TMATE is hands down the worst company.… Read more
Lose connection every now and then. Speed _ email attachments totalling to 6.58 MB take 10+ minutes to upload to Gmail !!! The only Fault Type you can chose from the portal is "Offline - Cannot access the Internet" _ that's it! If you want to report slow speed etc _ send them an email and good luck with that! The complaints you file with portal _ you'd be lucky to get an acknowledgement that your complaint has been received _ FORGET ABOUT someone reaching out EVER to see if issue has been resolved! Portal Automatically changes the status of the ticket to "resolved" WITHOUT the issue being fixed and/or "MATE" asking you if it was actually resolved or not! Better have a good phone data deal with someone else if you are going ahead buy their broadband offering!
Latest follow-ups
I called up Mate as my mobile phone as I was getting the "phone not registered on the network" error. Cameron answered the phone without too much of a delay. I had to go through a rigorous identification process that I think was way too long, and annoying. but once answered Cameron was great and we got the phone going quickly. All is well. Show reply
Follow-up · after months of waiting MATES still have not agreed to hand back my mobile number. I am very disappointed in such an unethical company.
Lack Of support – Regular internet outages. Ring for support, just a repeated message. Go to live chat, support worker leaves the chat with no further support. Horrible service. Show details · 1
Follow-up · The improvement to service has been amazing. Very little outages, better service and minimal problems since mid 2024. I have had no issues this year (2026) I am very happy with the service and intend on remaining with Mate communicate internet service.
like slow drip torture waiting for technical support – The Technical support is appalling. You will have to wait over one hour if you want to configure your router after nbn has been installed. Every time in fact that you have an enquiry I have waited over one hour to get through on the phone. Then… Read more
typically you will be hung up on mid way through the conversation. If you are lucky they will call back. But with technical questions about the wifi set up of the router I had a guy hang up on me. He couldn't be bothered to help. I feel traumatised just thinking about calling them because of the length of time and hopeless service. Avoid at all costs save yourself the torment. In addition do not expect any phone coverage once you leave the city. I have had many days without internet or phone over the time Ive been with them.
Follow-up · I ended the service which was difficult to do, they do not accept your word when you ask them directly on the phone to discontinue your service. TPG is no better if you want a landline, it simply drops out 2 to 3 days a week, you wont have a phone at all.
Hi Ross, we are sorry to hear about your recent experience.… Read more
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Positive reviews
Spoke to Evelyn, was chatting over 1 hour and a half trying to resolve a Voip issue which thankfully got resolved, she was very helpful and patient with me. Excellent customer service. Thank you !! Show details · 1
Laurent was very patient and helpful with getting my internet glitches fixed. He went the extra mile to go through my settings & provide me with support & knowledge. Thanks Laurent, your assistance was 5 stars. Show reply
Justine was very helpful in sorting out our problem and clarifying any confusion. I enjoy this provider and find their customer service & product to be excellent Show reply
Negative reviews
The WORST speeds I have ever had going back to the year 2000. Fibre to Premises Service provided by Lets Be Mates has been abysmal. We aren't even big users. Terrible Technical help (switch the router off & on again). Our year contract dragged on forever. Now with TPG 10 x faster & cheaper too! Show details
Hi Bruce, we're sorry to hear your experience didn't meet… Read more
I was a client for about 8 years and used to be so impressed by them. Their technical guys used to be really knowledgeable and helpful and I recommended them to many of my mates. Over the last few years, they have gone down dramatically. Recently I am had a few challenges with bad connection speeds and an NBN power supply that was faulty. Their… Read more
service was pitiful - always blaming my router (despite me getting a new one at their request), taking zero responsibility, zero effort. I moved to a new provider and suddenly my connection is fast and stable and they are sorting out a power connector issue on the nbn box too. Same router, no problems. Dont waste your time with Mate, they are not your mates
Hi Warwick, we’re sorry to hear you’ve been left feeling… Read more
Took nearly 1 month to port our existing number to our home phone service. When it finally started connecting calls it prefixed the australian country code to the calling number 61nnnnnnnn. This prefix made it impossible for our hardware to match… Read more
the number in its contacts list even whenwe added the 61 prefix to the contact's number. When we complained and asked for them to remove the prfix from incoming calls we were told it was IMPOSSIBLE. in other words "STIFF CHEDDAR". So we reverted to our original ISP and it al works perfectly again! Lasted 6 weeks all up and about 20 hours on the waiting queue to register a complaint and ask for progress reports!!!!
Follow-up · Internet speed seemed to be as advertised. It was a very short period and I had no problems with the little streaming I normally do. Service and customer support are rolled all into one because being told that it was impossible to achieve the service level of my previous provider when I know that it is a simple software switch that removes the country code prefix (+61) from all locally sourced incoming calls is really Galling!!!
Hi there, we’re sorry to hear this was your experience. We… Read more
Recent reviews
Excellent service, very friendly and helpful agent. Connection issue fixed in just a few minutes. Great first impression of this internet service provider. A pleasure to speak to a human too! Show details · 1
Cameron was brilliant at understanding the difficulty in connecting Fibre to the premises, and that we simply wanted to go back to Fibre to the node to avoid delays and further expenses in Fibre to the premises or curb. Got us up and running within 24hrs knowing we had been without internet for a week already due to Fibre to the premises issues and delays. Show reply
I was referred by mate, haha! I wanted to be connected to NBN fibre to premises by Telstra and tried Optus as well but had was by brick wall. Techs said it cant be done, but MATE Ozzie was very persistent in his work that he said we want you to have NBN and we will get it for you. After few attempts I finally had NBN fibre to premises. Once the… Read more · 1
NBN was installed Ozzie was with me on the phone from the start to the end to get me on internet. Once on internet I was so happy to recieve the speeds that MATE promised. Few days later I recieved a phone call Ozzie who stated that he has noticed I was getting drop outs on my internet. With help of Ozzie we went through all of the settings of my router and setup it to the recommended by MATE. Now I don't get the constant drop outs any more. If it wasn't for Ozzie's persistence I would have work away! and blamed MATE for it. So thankyou MATE and Ozzie. would recommend MATE to anyone !
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Cameron was very helpful. he talked me through all the steps and now the internet works fine for me. I would also like to say that the worker I spoke to before was also very good and gave a lot of good advise. The staff at Mate are excellent. Show reply
Just wanted to shout out Laurents pleasant, patient and friendly customer service manners. He was careful about his accuracy while processing my request for Voip. He was also timely and friendly. Thanks mate! Show reply
Cameron was a great service representative. Great attention to detail and picked up on the fact that I forgot to apply the promo code for the sign up rates and got it applied. Great start to signing up with Mate Show details · 1
I had a billing query and needed a NAB promotion applied to my existing service. Got connected to Cameron and he was extremely helpful and made the necessary adjustments. Overall had a great experience. Show details · 1
Spoke with Lachlan on the phone today, who was very knowledgeable and helpful, fixed my problem and treated me with respect. With more services like this, with good communication, the world is a better place. Show reply
Zel has been incredibly helpful and patient. She made the process of relocation extremely easy and seamless and fixed any issues I had in the past with internet. Show details · 1
Chose mate because of NAB goodies offer, get $30 discount for first 6 months, then $20 off after. Very easy sign up and Laurent had me all hooked up and running in 10 minutes. Very good service! Show details · 1
Follow-up · So far after a month speed has been good, no dropouts and havent had to contact customer support yet, very happy!
I rang Mates to change the settings on my router after having NBN fibre to the home installed. When i spoke to Cameron he was very patient and didn't give up until my internet was all set up properly. He was very knowledgeable and a great asset for Mates to have. Show reply
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Hi Haroon, we're sorry to hear about your experience. We… Read more