MATE

Lorenzo went out of his way to help me. He explained everything clearly and simply making sure I understood what was going to happen. Can’t thank Lorenzo enough

Unacceptable billing practices – Charging for no service! My parents switched their FTTP internet to a new provider, and NBN Co transferred the line away from MATE. MATE stopped providing internet to the house, yet they have kept taking payments from my parents' account. When we reached out, MATE pointed to internal administrative rules instead… Read more

of doing the right thing and acknowledging that the line is no longer active on their network.

Charging customers for a service you are no longer supplying is completely wrong. We are escalating this to the TIO if a full refund is not issued immediately.

Avoid MATE if you want fair treatment for your family.

Extremely disappointed with MATE Internet — feels like a bait-and-switch. I signed up to MATE after being offered a six-month discounted internet deal through NAB. I trusted the offer because it was promoted through my bank and assumed I was dealing with a reputable company. Then, after just three months, MATE increased my price without any… Read more

clear communication or warning.

If you advertise a six-month discount, customers should be able to expect that discount for six months. You shouldn’t be able to attract customers with a promotional price and then increase it halfway through the advertised period.

I’m a disabled pensioner and, like many people on a fixed income, I actively look for the best deals and budget carefully. I feel completely misled and ripped off by this experience.

MATE may think a price increase is insignificant, but this is about trust and how you treat your customers. And NAB should seriously reconsider promoting a company that handles promotional offers this way.

Very disappointing. I certainly won’t be recommending MATE to anyone.

Good On You MATE – The phone company I previously had, while excellent in price, internet and voice clarity had some other issues, so I 'ported over' to MATE and they are terrific! The internet works really well and has unlimited data allowance, and the voice quality … Read more ·  5

is strong and clear so everythings sweet! A bit more expensive than the previous provider but oh well! Good-on 'Mate', for being a mate!

I was greeted by Michelle, and it was a most pleasant experience. Michelle was clear, friendly and helped me understand my options perfectly. She was able to listen to what I was asking, and didn’t confuse me. Very good. Show 3 replies

Poor customer service, slow internet. It is difficult to get support. Dropouts every now and then, unreliable service. Show details

Cameron was really clear and patient in giving instructions for my network connection. It is this great support service that sets Mate apart, thanks Cameron and Lachlan as well. Show reply

I had issues connecting to NBN after a new installation. Cameron from MATE was very helpful and resolved the issue. He provided excellent customer service and made the process smooth. Clear communication and quick resolution. Thank you, MATE! Show details ·  1

The staff member who assisted us was fantastic. Stepped us through everything we needed to know. And within half an hour our NBN was connected. So simple and efficient the whole process. Thank you. Show details ·  1

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

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

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!!!!

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

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

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 !

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

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