I have been with Mate for four weeks after being sucked in by the NAB credit card discount deal. During that time I have had two drop outs each lasting 6 to 8 hours. I never had dropouts with my prev... Toon meer
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Terrible experience. Everything looks nice and easy in the app, but when you actually try to cancel your service, the cancellation button conveniently does not work. Then, when you try calling,... Toon meer
I’ve been with MATE since 2018 and have had a consistently good experience. I’ve always been on a 50/20 internet connection, and the speeds have reliably matched what I’m paying for. I also have... Toon meer
Bedrijf heeft geantwoord
I am a long term customer of mate and 7 years ago they were a small nimble company looking after customers Now, they a bloated, unhelpful and rude company wallowing in many ususpecting clients wi... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Your mate for the best value internet & mobile plans in Australia! 📱 🌐 Make the switch to MATE! 👋
Contactgegevens
340 Victoria Street, 2164, Wetherill Park, Australië
- 131413
- support@letsbemates.com.au
- www.letsbemates.com.au
1,5
Zeer slecht
2K reviews
Heeft 97% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 1 week
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Terrible experience
Terrible experience. Everything looks nice and easy in the app, but when you actually try to cancel your service, the cancellation button conveniently does not work.
Then, when you try calling, you spend ages talking to an automated system, only to be left on hold with the waiting music for what feels like another hour.
Really frustrating and disappointing experience. Cancelling should be simple, but Mate makes it unnecessarily difficult. Very poor customer service.
30 april 2026
Review zonder uitnodiging
Don't go near Mate if you want a reliable, fast connection
I have been with Mate for four weeks after being sucked in by the NAB credit card discount deal. During that time I have had two drop outs each lasting 6 to 8 hours. I never had dropouts with my previous ISP (Launtel). Downloads have never reached the advertised speed. Another long drop out today was the last straw so I churned to Superloop which is providing a download speed well avove the advertised speed. Same PC - same LAN!
29 april 2026
Review zonder uitnodiging
If only we could leave Zero stars....
If only we could leave Zero stars....
Service sucks, cost sucks.... pay for 2gb download get less than 1gb, don't do it.
I signed up thinking they ould be fine, but they do not answer phone calls or email, they just rip you off, they even take a month payment in advance.. Stay clear of MATE.
28 april 2026
Review zonder uitnodiging
Antwoord van MATE
Hi Ricky, we’re really sorry to hear this has been your experience.
Not getting the speeds you expect, combined with difficulty reaching support, would be incredibly frustrating. That’s not the level of service we aim to provide.
Just to clarify, all our plans are billed in advance and typical busy period speeds are outlined upfront, but we understand that doesn’t help if the experience hasn’t matched expectations.
If you’re open to it, please contact our support team so we can investigate your speeds and connection properly.
Cheers,
The MATE team
MATE customer since 2018
I’ve been with MATE since 2018 and have had a consistently good experience. I’ve always been on a 50/20 internet connection, and the speeds have reliably matched what I’m paying for.
I also have mobile phone plans with them and haven’t had any issues there either.
Overall, MATE has been reliable, straightforward, and easy to deal with. Happy to recommend them.
28 april 2026
Review zonder uitnodiging
Antwoord van MATE
Hey Mike, thanks so much for the great feedback and for being with us since 2018.
Awesome to hear your speeds have been consistent and that both your internet and mobile services have been reliable and easy to manage. That’s exactly what we aim for.
Really appreciate the recommendation.
Cheers,
The MATE team
Happy with both nbn and mobile
I use both nbn and mobile with Mate. I watch tv streaming, and mostly just 1 computer, 1 tablet and 1 phone at the same time. Being just one or two users in the house, the slowest Internet is fine, although I get regular invitations to upgrade. I haven't had noticeable drop outs. When I've called Mate, staff is always friendly and helpful. Speed on call pickup has improved since I first joined over a year ago, so I'm a happy customer.
22 april 2026
Review zonder uitnodiging
Antwoord van MATE
Hey Mrs Skye, thanks so much for sharing this.
Great to hear the service is working well for your household and that you’ve had a smooth experience with both nbn and mobile. Also glad you’ve noticed improvements in call wait times, that’s something we’ve been working hard on.
Really appreciate the kind words.
Cheers,
The MATE team
“mates” is absolutely garbage!!
Absolute garbage worst internet connection I have ever witnessed constantly dropping what’s worse is I called them about it and the were very rude and tried to shut me off and tell me to call back on Monday so yeah I will be calling on Monday to cancel it so if your thinking of joining “ mates” don’t do it save yourself the headache and don’t pay the scam money that they are asking for! The internet connection is as useless as their service is
17 april 2026
Review zonder uitnodiging
Antwoord van MATE
Hi Kevin, we’re really sorry to read this and can understand how frustrating that experience would be.
Constant dropouts combined with an interaction that felt rude or dismissive isn’t acceptable, and that’s not the level of service we aim to provide. Being asked to call back without proper help would only add to that frustration.
We’d like the chance to properly review what’s been happening with your connection and how your enquiry was handled. Please reach out to our support team so we can investigate this further and escalate where needed.
Cheers,
The MATE team
They sneakily raise prices
They sneakily raise prices, and canceling is a nightmare – you have to call them, but their hours don't even line up with WA. Plus, you're stuck paying for the whole month if you cancel before your billing cycle, even if it's just a few days in. It's ridiculous!
And the service drops out a lot.
7 april 2026
Review zonder uitnodiging
Antwoord van MATE
Hi there, we’re sorry to hear this has been your experience.
We understand how frustrating price changes, cancellation timing and service dropouts can be, especially when it doesn’t feel convenient or fair from your side. That’s not the experience we want for our customers.
Just to clarify, billing cycles and cancellation terms are outlined upfront, but we know that doesn’t make it any less frustrating when timing doesn’t line up the way you’d expect.
If you’re open to it, we’d like to take a closer look at your service and see what’s been happening with the dropouts as well.
Cheers,
The MATE team
Mate is not your mate
I am a long term customer of mate and 7 years ago they were a small nimble company looking after customers
Now, they a bloated, unhelpful and rude company wallowing in many ususpecting clients with complete disregard for customer service
Do not, sign up with "mate"
Because they do not care about you
Platitudes from mate All words snd no resolution
17 maart 2026
Review zonder uitnodiging
Antwoord van MATE
Hey Stephen, thanks for your honest feedback.
We’re really sorry to hear this is how you’re feeling, especially as a long-term customer. That’s not the experience we want anyone to have, and it’s disappointing to hear you feel let down.
We genuinely care about our customers and the service we provide, so feedback like this is important for us to reflect on and improve.
Cheers,
The MATE team
Don't do it
I was with Mate for several years for both NBN and mobile phone. I had no major issues up until about six months ago when we started having problems with latency. Online gaming and video conferencing performance was abysmal. I tried on multiple occasions to rectify the issue with Mate's help line but they simply went through a process of elimination changing router settings which made no difference. After some research, I concluded the issue was with Wireline, Mate's wholesale NBN provider. There are plenty of documented issues with Wireline so my suggestion is to avoid any ISP retailer who uses Wireline as a wholesaler.
16 maart 2026
Review zonder uitnodiging
Antwoord van MATE
Hey David, thanks for sharing your experience.
We’re really sorry to hear about the latency issues you experienced, especially with gaming and video calls — we know how frustrating that can be. It’s clear you put a lot of time into trying to get it resolved, and we’re sorry we didn’t get that outcome for you.
We understand you’ve moved on, but we do appreciate the time you spent with MATE and your feedback. It helps us continue to improve.
Cheers,
The MATE team
Telco review
Well they where good in the beginning like all these new telcos but as costs increase the service levels drop lve had several complaints even went to the tio a waste of time the law needs tightens now l can't even view data balance on app this has acurred before when l look at there customer reviews since they increased prices the bad complaints have increased lve told fix or lwill cancel service lve found a new one just waiting till they fix or it only takes a couple of hours to start new service beware check other reviews you'll see what l mean
14 maart 2026
Review zonder uitnodiging
Antwoord van MATE
Hey David, thanks for taking the time to share your feedback.
We’re really sorry to hear about your experience and understand how frustrating it can be when things don’t work as expected, especially around pricing changes and app functionality. There is currently a known issue impacting data usage display in the app that’s being worked on as a priority.
We’d really like the chance to look into your concerns properly and help turn this around. Please reach out to our support team so we can investigate this further with you.
Cheers,
The MATE team
Terrible
Constant dropouts. Support is non-existent. They tell me I can connect to Ipv6, but neither of my high end routers can even detect it.
6 maart 2026
Review zonder uitnodiging
Antwoord van MATE
Hi Mat, we’re sorry to hear about the ongoing dropouts and the frustration around IPv6. That’s certainly not the experience we want for our customers.
IPv6 availability can depend on router configuration and firmware compatibility, but constant dropouts shouldn’t be happening and deserve proper investigation. We’d like the opportunity to look into both the stability of your connection and the IPv6 setup.
Please reach out to our support team on 13 14 13 or via support@letsbemates.com.au so we can work through this with you.
Cheers,
The MATE team
Poor service
Due to a 'billing error', my router was not shipped. I called on the date of the cutover, and was informed of this -> I needed to pay for the remaining amount that was meant to be charged, and they will then ship the router. No problem solving nor flexibility on their end, there is apparently no express shipping available, and 5 day shipping is the only option. Have asked to speak with a manager, but apparently they won't be calling back until Monday. Terrible experience.
27 februari 2026
Review zonder uitnodiging
Antwoord van MATE
Hi Yang, we’re really sorry this was your experience.
While outstanding balances do need to be resolved before hardware is dispatched, the communication and overall experience should have been clearer and more supportive. We also understand how the shipping timeframe and delay in a manager callback would add to the frustration.
We’d genuinely like to review what happened here and make sure it’s handled properly. If you’re open to it, please contact us on 13 14 13 or via support@letsbemates.com.au so we can investigate this end to end.
Cheers,
The MATE team
This is this worst internet provider…
This is this worst internet provider that ive ever been with there's basically no customer service i had no internet for 2 weeks i sent countless emails live chat messages with no reply just awful
14 februari 2025
Review zonder uitnodiging
Antwoord van MATE
Hi Irene, we’re really sorry to read this. Two weeks without internet and no response to emails or live chat is incredibly frustrating, and that’s not the level of support we aim to provide.
We don’t ever want customers feeling ignored. If you’re open to it, please contact us on 13 14 13 so we can urgently review what’s happened and make this right.
Cheers,
The MATE team
On hold for 1 hr waiting to talk to…
On hold for 1 hr waiting to talk to support . All I want to do is transfer eSIM to new phone , instructions on app do not work about to go to app and cancel all services
18 januari 2026
Review zonder uitnodiging
Antwoord van MATE
Hey Stevie, we’re really sorry about the long wait and the frustration this caused. Sitting on hold for an hour isn’t okay and we apologise for the wait.
We do want to help get this sorted properly. If you’re able to reach out again, our support team can assist with the eSIM transfer and make sure it’s done smoothly. We understand why you’re annoyed and appreciate you calling it out.
Cheers,
The MATE team
Drops outs
Have been with MATE for over 8 years now didn't have a single issue(besides price increasing) until July of this year were I had been experiencing constant drop outs was told it was my modern so I spent $300 on a new one for the same issue only be told it's all good on their end and it's my issue. It's ashame cos now I'm forced to switch providers and I never would of cared until the dropouts happened.
17 juli 2025
Review zonder uitnodiging
Antwoord van MATE
Hi Paul, thanks for taking the time to share this, and especially for being with us for over eight years. That kind of loyalty really matters, which makes it even more disappointing to hear how this played out.
Going from years of stability to constant dropouts is frustrating enough, but being advised to replace your modem and then still having the issue unresolved is understandably upsetting, particularly after spending that kind of money. That’s not the outcome we want for any customer.
Connection faults like this can be difficult to pin down and can involve multiple factors, but we know that doesn’t make the experience any easier when you’re the one dealing with the impact. We’re genuinely sorry it reached the point where you feel forced to switch providers.
If you’re open to it, we’d be happy to review what was checked and how this was handled, even if you’ve already moved on. You can reach us at support@letsbemates.com.au or on 13 14 13 and we’ll take another look.
Thanks again for the many years you spent with MATE, and for being honest about your experience.
Cheers,
The MATE team
Scam Company
Can't wait to get off this ISP
Constant Packetloss and Ping Spikes
Support will recommend purchasing one of their own modems for $80 to "fix" the problem. Another scam.
Would avoid them at all costs.
16 december 2025
Review zonder uitnodiging
Antwoord van MATE
Hi Damian, we’re sorry to hear this has been your experience.
Ongoing packet loss and ping spikes are frustrating, especially if you’re gaming or relying on a stable connection, and we understand why that would lead to this level of disappointment.
To be clear, we don’t require customers to purchase a MATE supplied modem, and recommending a modem is never intended as a blanket fix. Troubleshooting equipment is only one step in diagnosing stability issues, and many customers successfully use their own hardware.
If you’re open to it, we’d like to properly review what’s been happening with your service and the advice you were given. You can reach our support team on 13 14 13 or email support@letsbemates.com.au so we can take a closer look and make sure the right checks are done.
Thanks for sharing your feedback, we take concerns like this seriously and use them to improve how we support our customers.
Cheers,
The MATE team
Rubbish service
Rubbish service. Have to turn my wifi off to get my emails on my mobile!! As soon as Christmas is over I will be changing providers
21 december 2025
Review zonder uitnodiging
Antwoord van MATE
Hey Charlotte, we’re really sorry to hear this, that would be incredibly frustrating and it’s not something you should have to deal with.
Having to turn Wi-Fi off just to receive emails points to a local network or connection issue, and it’s something our team can help diagnose and fix rather than you being left to work around it. We understand why you’d be fed up, especially at this time of year.
Please reach out to us on 13 14 13 or email support@letsbemates.com.au and we’ll take a proper look at what’s happening and see if we can get this sorted before you make any decisions.
Thanks for calling it out, we do want to help.
Cheers,
The MATE team
Fantastic
The servicewas fantastic, John really went up and beyond to identify and resolve my Internet issue.
Our NBN and Internet has been up and well so no complaints.
Would recommend for those not that tech savvy to use
10 december 2025
Review zonder uitnodiging
Antwoord van MATE
Hey William, thanks heaps for the great feedback.
Awesome to hear John went above and beyond to get your internet sorted and that everything’s been running smoothly since. That’s exactly what we love to hear.
Really appreciate the recommendation too, especially for anyone who wants things kept simple and stress free.
Cheers,
The MATE team
Absolute garbage customer service
Absolute garbage customer service. They don't care about you or trying to solve dropouts, they hide behind their policies and couldn't care less about the service you get. Avoid if you want reliable internet with good customer service.
8 december 2025
Review zonder uitnodiging
Antwoord van MATE
Hey there, really sorry to hear you feel this way. This is not the experience we want any of our mates to have, especially when you’re dealing with dropouts and just need clear help to get things fixed.
We never want to come across as hiding behind policies. Our job is to work with you and with the nbn to get your connection stable, and if that hasn’t been your experience, we need to look into it.
If you’re open to it, we’d like to take a proper look at what’s been happening with your service and work through the right steps to get this sorted. You can reach us on 13 14 13 or email support@letsbemates.com.au and we’ll make sure it’s followed through properly.
Thanks for calling it out, we want to do better for you.
Cheers,
The MATE team
Incredibly disappointing
False advertising. Transient connection, drops out regularly. Impossible to use MS Teams, now impacting effective use of solar panels and battery. Blamed on NBN, visit to address issues made it worse and not able to contact them to escalate again. Ready to cut losses and move back to another provider.
27 november 2025
Review zonder uitnodiging
Antwoord van MATE
Hey David, really sorry to hear things have been this frustrating. This is not the experience we want for any of our mates.
Connection dropouts can be caused by a few different things across the nbn network and the in home setup, and it sounds like we have not given you the clarity or stability you should expect. We want to turn this around for you.
If you’re open to it, please reach out to our team so we can take a proper look, escalate the fault again and make sure the right checks are done end to end. We won’t leave you stuck in a loop.
We appreciate the feedback and we’re here to help get this sorted.
Cheers,
The MATE team
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