MATE

Best NBN service always reliable never had any dropouts no speed issues with service would highly recommend mate for internet

I have been a customer since 2016 and I have been very happy with the service. I especially love the Australian based customer service team and the fact that Mate Communicate now sponsor my beloved Perth Wildcats.

Recently, I had a terrible experience with NBN (Fibre to Premises) installation - through no fault of Mate Communicate. However, the Mater customer support was excellent. Allison was very patient and helped me troubleshoot and complete set up despite several screaming children in the background.

Thank you, Allison, you're a true mate!

Signed up with Mate yesterday. Amazing customer service experience so far. So easy to deal with. Salam was so pro-active, I didn't have to ask for help to activate my account, he offered to and was so patient and his step by step instructions were so clear. I couldn't believe how easy it was to switch over.

Left MyMate as an NBN provider over a month ago and was billed for a month's internet service yesterday that I no longer have. However, after speaking with Allison within their customer service team, not only did she go above and beyond in resolving my issue, she had empathy, a great sense of humour and was speaking with a smile throughout the entire conversation.

I knew from the first few seconds of the call that Allison's a natural problem solver and felt at ease knowing that my issue would be resolved by the end of our interaction. If I could give her 7 stars I would.

I just hope that management acknowledges the fact that I am so appreciative and that Allison is one of those workers you hope never resigns, as finding a person in today's world, is like finding a needle within many haystacks.

I also hope there is an incentive or reward program within the company that Allison can be rewarded and praised, as well as being congratulated for doing such a fantastic and awesome job. Pardon the pun, but it really felt like I was talking to one of my mates.

Allison, you are a SUPERSTAR and I thank you

Appalling 3rd world service, I had better connectivity in Nicaragua, mostly NBN fault but Mate has poor support. No support on Sundays. Internet out for 14 hours and just got a text now that it’s down. It came back on at 2am, 28 hour outage and text from mate at 9am to say it was back, sad they can’t even notify outages in a reasonable time which wastes our time troubleshooting constantly. Changing providers today. May even fork out for starlink, I can’t work with constant rubbish internet and budget customer service any longer.

Regarding the reply below
- 14 hours is not brief
- It started about 9pm so your 2am cutoff is irrelevant
- Outages are happening every two weeks for some time now, not from time to time.
- Several outages since with no notification, even when they are published on NBN's website

No. 1 Frauds in this field. Our account No is 660878. Its our nbn/ wifi account. They will offer you the best in one year. Then we will come to know about mate. We are not able to watch video on youtube. When select auto its always on 360p. We already updated the plan for better speed. Waste of money. I selected them based on reviews. They are frauds on reviews. I tried to contact them. No reply on live chat during their active hours. They just send an email state that itd all good. Thats it. Work hard and earn money mate and stop this fraud business. Im going to join Telstra to get rid off this frauds.

Michelle was most helpfull. This wonderful lady solved all of my concerns and problems!

Also, having moved from Optus and Telstra, I cannot describe how efficient and great Mate's services are. Exceptionally good.

Robert Carney

One of ghe stupid company i had ever seen. Updated credit card details, company did not take money and cancel customer account for 1 month can not withdraw the payment due to credit card expired. Hope no one join this company to avoid any lost

Quickly connected. Although that didn’t help as I needed to wait 3 days for their compatible modem to arrive. First day the internet was perfect. High speeds 100+ mbps, just as the ad said. Then the long weekend arrived. 3.6mbps regardless of the time of day. I’m a gamer, well not for the long weekend anyways, extreme latency issues and poor speeds is what I was met with all weekend.

Spoke with their support team and they said nothing wrong on our side. Ping tracing and all other diagnostic was done over the weekend. They didn’t really have any answers for me.

So I requested to cancel my service as I was going to go with another ISP. They asked what date I wanted it canceled, I said 2 days so that it would give time for my new ISP to connect, they agreed this was fine. Legit 15mins later they disconnected my service, clearly unhappy with me wanting to leave.

2 stars because they connected the service very quickly.

Apart from that, everything else was poor. Slow internet, lack lustre support and communication left a lot to be desired.

Worst customer services I've ever seen, 1hour and 20 minutes on the phone and 45 minutes on the webchat just to update my bank card.they blocked me from receiving and making calls, I have advices the customer service that I cant receive or make calls but she still insisted that she messages me code to verify me.so frustrated with Mate, definitely transferring my service to another provider.

Just signed up, thank you so much to Frank in sales for being informative and friendly as well as being completely honest. Didn't take long to sign up over the phone, and it's bloody awesome being able to speak to someone in Australia regarding an Australian product/service.

Thanks again Frank

Have been a mate user for a while and they were great until recently. Have raised multiple complaints that my Internet is not stable and they have taken more than 2 weeks without any resolutions. I have spoken to a few customer service staffs and each of them came up with different reasons or they just puts the responsibility on NBN. Promised us a credit but eventually did not honour because the final customer service claimed that it is now due to my VPN issue - which is untrue. I could not even access internet from my personal mobile or use Netflix. We keep having to file complains and finally decides to move over to Telstra for a peace of mind. Stay away from this provider.

A few facts - I am an 81-year-old male, not computer literate and can get confused very quickly when engaging in most forms of tech speak. I had the distinct privilege of dealing with two staff members of the mate organization regarding the above transfer. First there was Lucy who exhibited great patience throughout a long phone call dealing with my ineptness in following her instructions! That ineptness led me to incorrectly connect a cable so the matter couldn't be finalized.
A subsequent follow-up call brought Kane into the picture and the problem was solved.
I was so impressed with the professionalism and standard of care shown to me by both Lucy and Kane that I know I am in good hands with the Mate organization.

I have always received outstanding customer service in all of my technical support calls over the past year, unfortunately in my case, I have experienced ongoing intermittent unavailability of Internet Service, however have been working with the people at Mate COmmunications, on hopefully a mutually benecial outcome. I look froward to this issue being resolved.
My most recent interaction was with Jerry from technical team and he, like others provided outstanding support. The best thing about Mate is that their staff are in Australia and genuinely interested in your outcome. Keep up the Good Work, I hope that my internet issue is resolved.

Had big issues trying to get new devices hooked up to the wifi.
Michelle provided fantastic customer service and talked me through what I needed to do and how to
reset the router

We lost our Fibre to the Premises internet connection recently & although I tried every trick in the book, I obviously skipped a line.
Fear not, a call to Mate Helpdesk had a lovely lass walk me through getting it up & running in no time.
I'm a Boomer with hearing issues, so it was delightful to communicate with her as she was articulate & extremely encouraging.
In closing, I had an early & extremely rewarding Christmas present that I will never forget.
I believe in being mates forever, so the future looks fantastic.

Mate's ISP shapes the internet at peak time. They lower the available bandwidth so that it makes it harder for those who want to stream movies, play games, use vpn or download high resol images/videos. Most internet providers do this but I've never seen such a recurring amount from any NBN broadband. Don't waste your money and invest in another provider.

Overall reliable service. Long wait times on the phone for support. Online services don’t accommodate cancellations and it becomes a huge task waiting for assistance.

I suggest that anyone who wants an excellent provider and is not already with MATE should change to them immediately. Today I had the best experience that I have ever encountered on a help line when OZZIE from MATE took my call, which was quickly answered (amazingly), his manner was so caring, and my problem efficiently handled, Thank you, MATE.

Prompt and effectual response to request for solving a technical problem ie.the extension of my iPhone ringtone time. I think the response of MATES to be of a high order not seen that often by customers