MATE Reviews 

Everything was going great until we had an issue - THERE'S NO WAY TO CONTACT THEM EXCEPT VIA EMAIL. Who mans these emails? I have not had a response regarding changing an appointment time, so took time off work to wait at home at original scheduled appointment for the whole day Just In Case the technician turned up. Still waiting. MATE is not a good Mate

Appalling. Don't go near them.

I had been with MATE for a few years until recently.
Their contact system has changed to AI and its absolutely hopeless. Lost hours per day trying to get tech support over weeks. Had to go to the TIO to get a response from MATE.
Gave up and left the provider, best decision ever.

They have no customer service, no care but happy to take your money.
When they did respond only because of my TIO complaint, Emmanuel from MATE TIO level accused the TIO of gossiping about them. Astonishing !
BEWARE......

If I could I would give them 0 stars! They are not an inclusive company. I was denied of an eSIM because I don’t have an Australian birth certificate or an Australian drivers licence. I asked them to use my credit card, private health insurance card to verify but I was denied of their service. On top of that I was given the wrong account number that I needed to use to transfer over to another provider.
They are a scam!! Be aware! Don’t use them

$100 dollars a month for weeks worth of atrocious internet, rather (no internet) connection. Don't bother calling "support" because there isn't any. Put on hold for 3 hours and still didn't get to speak to anyone. Should only have to pay $20 bucks this month mate! because that's all it's worth

Like so many others in recent reviews, my experience with Mate has gone downhill in the last week. I did receive a text saying that they were aware of problems in my area (near Brookvale, Sydney) but three days later, when I FINALLY go through to tech support, they had no clue that there was an area issue.
My guess is that Mate has a serious problem with their internet provision and that the flood of calls has overwhelmed their tech support.
My internet is extremely patchy now. regularly websites won't open and speed tests won't launch, then a minute later it works again. this is happening more than 20 times a day. I feel that they have prioritised some services (Google meet and netflix seem to work with very few interruptions) to manage their issue, but the result is internet that seems like it might be fixed only to see the same disappointing non-loading functions. Work from Home is just painful - I've gone back to my 4G router and using a Telstra simcard and all is good. I'll be leaving Mate as a result of this.

Rubbish
Customer Service Doesn't exist
Sent two hrs on hold and call gets disconnected
Chat took half a day and didnt solve a thing

Been a customer for several years now and their customer service is beyond a joke. Have tried to get support for 3 days now and had to resort to paying someone to come in to identify the issue, is with the line. These issues have been going on for 3 months now and impacted on my capability to work from home. Whatever you do don't press #1 for a call back as that won't happen - I got an apology text next day advising to call 13... for priority handling and sitting here on hold 1:18 mins later. Is a joke - time for me to move to another supplier.

I've lived in various countries including Australia and never experienced this level of disgraceful inefficiency. Just moved back to Victoria as a retiree. A friend told me she was with Mate and was satisfied. She's also changed her mind now. In a hurry to get myself set up I went with them. What a mistake. The mobile phone part of the bundle works. Not their fault that NBN had skipped my house when running cables in my street, and I appreciate that they organised NBN. But things haven't gone smoothly so I needed to connect with people. That seems to be a major weakness that absolutely kills the customer experience stone dead. It's IMPOSSIBLE to speak to someone - I'm convinced there are too few people supporting a growing business and those people are working from homes in separate locations. Every person seems to work separately from each other with no team connection. Resulting in abysmal service. Technical problems. Accounting problems. Totally fed up with being told that we're mates and all of that rubbish .... I just want a professional service. As soon as I'm able, I'll be switching companies as this one seems to have a weak business model that impacts on customers.

I work from home and have no internet connection.

I’ve been waiting for over 2.5 hours for a tech support person to call me back. My hotspot connection from my phone (also with Mate) is so slow that it is not functional so I have been unable to work today.

I’ve had ongoing issues with dropping out despite paying for high speed internet on one of Mates top range plans!

Crap internet
Working from home and this internet piss me off all the time.
Regular drop out.
And worse support

Customer since July 2024. Intermittent internet drop outs during the day while working. Called to lodge a fault. Said it was my modem and to turn off appliances a the power plug. Called multiple times to resolve and to receive a call back. No call backs have been received.

Mates used to be good but no longer as like the other 1 star reviews, poor support, constant drop outs. When looking at any companies reviews I no longer look at the top reviews, I look at the 1 star and comments to see what’s really going on. Feedback here is fairly consistent to how it’s currently (not) operating

I have been calling all week hoping for a callback, but I am extremely disappointed with the service. I have never experienced anything like this before. I have spent hours on the phone waiting for a response, and while I was told to expect a callback within 1 to 2 hours, it has now been 4 hours.

Over the past week, my internet hasn’t been working. I couldn’t get through to Mate after trying on 4 separate occasions, only receiving a generic email asking if there was an issue. No response or call back. I managed to get back online but it’s dropping out every few minutes. Their customer service used to be so good and I’m surprised at how bad it is. Sounds like it’s happening to others. I’m also considering switching and cannot recommend this service to others. Do BETTER Mate or you are going to lose your loyal customers. What happened??

Mistakenly signed up because of a cheap promo.
Functioned fine for a month then went downhill.
Unable to get through to customer service to cancel. Stuck with unusable internet.
Do not recommend

I am with BrianH on this. Been with them since 2018. As of now you can't contact them by phone. A bot answers spins you in circles and goes nowhere.
The App you have to use is the same. The ombudsman's site says to keep reporting a fault every time it occurs - well you can't do that either because the App says you have already rqaised an issue!
I am a lot better off than most in that I still have internet access I just cant access the house from external.
After 4 days I got a cryptic email stating "We can confirm that MATE's nbn network utilises CG-NAT".
Apparently that disallows DDNS and any port mapping you may have implemented. No notice about this or anything - just zap all gone 'you work it out'.
So not a good time to join this ISP

After being with mate for 8 years their inability to support customers has become clear. It was a great ISP once. It's clear they are not my mate. The last 2 weeks it has taken it taken least 4 hours to speak to someone. Then when you do if you have a complex issues they gaslight you and say it's your equipments fault. My internet connection has not worked for over 2 weeks now they and they really couldn't careless. They are treating the service as a non essential service which it is not. Mates lack of concern or support is beyond frustrating.

I’ve been with Kate for a few years and last Tuesday I had no internet for 12 hours. Since it’s been back, I’ve had dropouts every hour. Waited 4 hours on hold each time I called them. They said change modem settings to IPv6. They also said they would move me to a static IP if the change didn’t work. I did that and still getting dropouts. The last call they said it’s working fine, it’s my devices that are the problem and they cannot move me over to a static SIM because too many others have asked to be moved over. I will be lodging a TIA complaint and looking elsewhere

I've been with MATES for over five years, and their service has gone way downhill. Avoid at all costs.
I've experienced frequent internet dropouts for months, and recently, my VPN stopped connecting despite no change to any of my connection set ups—while others working from home had no issues. It worked fine with my mobile hotspot, making WFH extremely frustrating.
Customer Support is a nightmare. Getting a callback is almost like winning a lottery ticket—when you do, they're helpful, but it took me days. Now, after switching providers, I've been trying for three days and counting to confirm my NBN and mobile plan cancellation, with no response via chatbot, email, or callback as promised. My new internet provider is great and I regret not switching sooner. MATES used to be really good, what a shame it is the complete opposite now. Stay away.

Over the past four days, my internet has been dropping out every 40 minutes, and based on other posts below , it seems I’m not the only one experiencing this issue. I reported the fault through the Mate iOS app a couple days ago but haven’t received any response, and the problem is still ongoing. A true “mate” wouldn’t leave customers in the dark, so I’m seriously considering switching to a more reliable ISP.