Great service. Always works! Love how helpful they are with any trouble shooting. Couldn't recommend it more! They're also Australian owned and operated no third party help desk.
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Great service and support for mobile and NBN. The deals are great too! Our whole household uses this service and if there is any problems it's great to speak with an Aussie who can help resolve the is... Toon meer
Bedrijf heeft geantwoord
Mates don't rip off mates. There's something fishy here. Either their network is garbage, overcrowded or they are actively throttling advertised speeds but leaving speed tests unfiltered. Streami... Toon meer
Bedrijf heeft geantwoord
I’ve been using MATE for my mobile service and I’ve had a really positive experience. The signal is great, the service is reliable, and everything has been easy to manage. What I love most is tha... Toon meer
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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
3,1
Gemiddeld
2K reviews
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When Good ISPs go bad...
I have been with Mate since 2018, up until recently they've been very good; speeds were OK, from time to time we had drop outs, but lately there have been more slow patches and less reliability (from when they moved to Wireline?).
Now their Customer service has also declined sharply, which seems to be echoed by other recent reviews. There is now far too much reliance on AI bots and too little of the personal service they used to be famous for. Up until recently I was usually able to get a callback if I needed support, however not today!!
I needed help for my mother's connection (my parents are at a stage where they need to talk to a person, not deal with emails and chats) – Mate stated they would call back in about 1-2 hours, I waited 3 hours before resorting to the live chat… I finally managed to get a live chat with an agent, who said Mate were too busy to give me a call back. To their credit they attempted to help me, but at the end closed off the chat without fully taking my feedback.
The support webpage still says "..no lengthy phone queues" - that is incorrect and also has been proven wrong by many reviews here.
Luke has responded to so many reviews saying they will pass info along to the relevant team for improvement, but given the amount of time over which that response has been provided (some years now), those words are not borne out by the results. If it's taking years to improve Customer Service back to where it was, you're either not interested in doing it or you're not doing it right!!!
4 februari 2025
Review zonder uitnodiging
Antwoord van MATE
Hi Brian,
We really appreciate you sticking with us since 2018, which makes it even more disappointing that we’ve let you down recently. We know how frustrating it is to feel like things are getting worse instead of better, and we’re sorry for the long wait times and the experience you had trying to get help for your mum.
Nothing beats speaking to a real person, and we completely understand that’s what was needed here. It’s clear we need to do better, and while we know words aren’t enough, we genuinely are working on improving support.
We truly appreciate your patience and your honesty, we take this feedback seriously and will keep working to improve. Regards, the MATE team.
Poor support
Have had an ongoing issue with our internet, the help that we finally received after days on hold, awaiting emails and constant hounding from myself ended in basic to zero support for the actual issue. When i sent the m the data they required about the issue, the support email literally asked for the same details again and then went MIA for two days.
4 februari 2025
Review zonder uitnodiging
Antwoord van MATE
Hi Steven, we’re really sorry you’ve had to go through this just to get help. That’s not the experience we want for our mates, and it’s incredibly frustrating when you feel like you’re going in circles without getting real support.
We know how important it is to get these issues resolved quickly, and it’s clear we’ve fallen short here. We truly appreciate your patience, and we’ll be looking at how we can do better so this doesn’t happen again. -Luke.
They start off really impressive..then they arent your mate!
They start off really impressive. Great onboarding experience. Australian based staff. Then, if anything goes wrong good luck getting any support!
It will drag on for weeks. They also are very sneaky with their pricing increases as others have commented on with their Reviews. They are arguably the worse after sales support provider in Australia.
3 februari 2025
Review zonder uitnodiging
Antwoord van MATE
Hi,
We’re really sorry to hear this, especially since things started off well. We never want our mates to feel like support disappears when it’s really needed, and it’s clear we’ve let you down. Our call centre has experienced higher than usual volume of calls that has blown our wait times across phone, chat an email. We understand that this isn't the service you deserve as our customer, and we sincerely apologise for that. If you are still experiencing technical issues, please DM us with your account details and the issue and we will get our support team to take a look ASAP. -Luke.
Constant internet dropouts on NBN service
Constant internet dropouts on my NBN service, occurring every 10 to 15 minutes throughout the entire day, making the internet unusable. I have done tracert analysis, observed approximately 8% packet loss at 22o.1o1.116.177, assuming is one of your backbone nodes.
3 februari 2025
Review zonder uitnodiging
Antwoord van MATE
Hi Drae,
We’re really sorry you’re dealing with constant dropouts, that’s incredibly frustrating, and we know how disruptive it can be. It’s clear you’ve done your own troubleshooting, and we appreciate you sharing those details.
We’d love to take another look at this for you and make sure you get the help you need. If you’re still having issues, please DM us your account details, and we’ll get our support team to take a look ASAP. We appreciate your patience. -Luke.
Mates fall from grace.
Was good initially when I signed up but have incrementally increased the price of my plan “in line with competitors” as the quality of service has gone down. Internet is mostly consistent but when it’s not it’s awful. Can’t watch 1080p videos, can’t hold a solid connection for video games and what’s worse when you try to call them and eventually bypass the bot you’re waiting more than three hours on hold. Going to start looking elsewhere.
Edit: After not receiving a response via the support email I lodged, I waited for an hour to chat to an agent online. Going through the troubleshooting we changed some settings although they didnt work. I was sent an email to test my connection, told I would be responded to in 1-2 days. I was also asked how I would like to be responded to to which I requested a phone call after 5pm. 3 days later and no call I sat on chat again for an hour where I was eventually told that a flag would be raised to respond to me in 1-2 days. 3 days later I missed a call at 11.15am. They failed to follow up at the time requested, nor at all via email. Today I had to sit on chat again to wait for an agent to tell me they had raised another flag and noted to call me at the time i originally requested before ending the conversation because they had closed.
31 januari 2025
Review zonder uitnodiging
Antwoord van MATE
Hi Otto, we’re really sorry to hear this. We know price changes are never welcome, and we completely understand why it’s frustrating, especially when you feel the service quality hasn’t kept up. We’d love to take another look at this for you and make sure you get the help you need. If you’re still having issues, please DM us your account details, and we’ll get our support team to take a look ASAP. -Luke.
Customer service takes forever to…
Customer service takes forever to answer when you go on the virtual chat they just end the chat straight away.
31 januari 2025
Review zonder uitnodiging
Antwoord van MATE
Hi Matthew, we are really sorry if you’ve had trouble getting through. We’ve had more customers than usual trying to reach us, which has blown out our wait times across phone, chat and email.
That’s not the MATE way, and we’re genuinely sorry for any hassle this has caused you. This isn’t the level of service we strive to provide, and we are working hard get everything back to normal as soon as possible.
If you drop us a DM with your account details and the issue you're experiencing we can try and take a look ASAP - Luke
The customer service is atrocious
The customer service is atrocious. I spent 30 mins on the phone to an AI bot. I just can’t work out how to even speak to a human. Meanwhile my broadband remains offline.
31 januari 2025
Review zonder uitnodiging
Antwoord van MATE
Hey Adam, thank you for taking the time to leave this review. We're so sorry to hear about this experience you had with us. Our AI automates the troubleshooting/testing run on your service with the intention to clear the issue without waiting to speak to an agent. We apologise if this did not help and have raised your feedback to the relevant teams for review. If you'd like to speak to one of our agents, please send us a DM with your MATE code (account number) and one of our agents will contact you ASAP. - Luke.
Waste of money and time
Sounds good, except their icon is before the courts. Having constant disconnects, try contacting tech support, that is a complete farce. An AI bot recording answers, offers to reset your connection and hangs up. What about the issues one is having?? Asked to speak to a manager after repeat calls, and call was parked and forgot about. Don't bother with this company that takes your money and then ignores you!!!!
22 januari 2025
Review zonder uitnodiging
Antwoord van MATE
Hey John, thank you for taking the time to leave this review. We're so sorry to hear about the constant disconnects you've been having and apologise for this experience you've had with us, this is not the level of customer service we aim to achieve. We'd like to have the chance to make things right, please send us a DM us with your MATE code (account number) and one of our agents will contact you ASAP. - Luke.
Existing customer
Existing customer, 2 days on hold, to be promised a call back twice, nothing, automated voices, generic responses. I get told I will have a technician call, when I will be at work, still no live person responding. Slow internet that I put up with because their customer service used to be good. Now apparently they have NO live people working there. Disrespectful, pathetic, sad rapid decline.
20 januari 2025
Review zonder uitnodiging
Antwoord van MATE
Hey Samantha, we're so sorry to hear about this. This is definitely not the experience we strive to achieve with for all our customers. We’d love the opportunity to make things right—please send us a private DM with your MATE code (account number), and a member of our support team will get in touch with you as soon as possible. - Luke.
What do you mean fraud prevention
What do you mean fraud prevention? Was my call suppose to be unlimited? Where di you change the law? Was this legal? Please activate my call i need to call the office. And i drive truck at night need to always call friend to company the long night journey. Please be nice ans restore my unlimited call
Thanks
Amron
14 januari 2025
Review zonder uitnodiging
Antwoord van MATE
Hey AMRON AZMAN, we so sorry to hear you're having issues with calling on your mobile service. We would highly recommend contacting our support team on 13 14 13 or through Live Chat on our website to get support ASAP, or alternatively, send us a private message with your MATE code (account number) and a member of our support team can look into this - Luke.
excellent internet service
I would just like to say how excellent mate Internet provider is I joint up 3 Dec. Had a few drop outs the first few weeks but rang them up and while on ph he did something while he asked me to hold for a minute. I don't know what he did but I've had no problems sence. I was even given some CREDIT. My birthday was on 3 January and I got a text from mate wishing me happy birthday. WOW!!! I was with telstra for 5 yrs and never got anything like that from them. The team is helpful and if you ring first thing in the morning the wait time is not that long. Thank you mate. Best provider by far.ive been with mate for four weeks.
3 december 2024
Review zonder uitnodiging
Antwoord van MATE
Hey Val Arnold, thank you for your AMAZING review! We are so glad to hear our team were able to help and we are grateful to have you as our Mate! - Luke
Terrible
Terrible. Customer service has the least helpful bot routing you for 30 minutes before you can speak to someone
Wifi turns off sporadically and doesn't turn back on. Worst service I've ever had
16 december 2024
Review zonder uitnodiging
Antwoord van MATE
Hi Alex, we're sorry to hear about your experience with our live chat bot and with our internet service. If you are continuing to experience the wifi dropping out, we recommend contacting our support team at 13 14 13, or alternatively, send us a private message with your MATE code (account number) and a member of our support team can look into this. Regards, Luke.
poor internet connection, good customer service
I left MATE after an extended outage (over 3 hours) on 6/12/24. This was not the first time. In April 2023, their service was out for over 3 days! I've never received credit for these significant service interruptions. I've also had momentary dropouts, which last about a minute, numerous times while on MATE. They forced me to invest in a 4g backup.
In every case, the issue was with mate (not the NBN or their wholesaler). From my observation, they take their sweet time fixing these issues. Customer service is good, but what's the point if the product doesn't work? They should invest in a more reliable service.
6 december 2024
Review zonder uitnodiging
Antwoord van MATE
Hey MANNY FERNANDO,
Thank you for taking the time to leave your review. We are so sorry to hear that your service had previously had issues back in 2023 and also had issues recently that caused you to leave MATE.
We can assure you that a credit is provided by our billing team if there is an outage or fault found on the network, and is applied after the issue has completely resolved. We would like to apologise for the frustration caused by the recent issue that occurred.
We are completely committed to improving our nbn services and handling, if you don't mind, we would like to get your account number so we can raise this experience to our relevant teams for review to improve our future customers' experience.
Regards, Luke
They disconnected my service even thogh…
They disconnected my service even thogh I paid all the bills and was up to date. Shocking service
9 november 2024
Review zonder uitnodiging
Antwoord van MATE
Hi niranjan Jeyarajah, thanks for taking the time to leave your review.
We are very sorry to hear about your experience with MATE, this is definitely not the customer experience we strive to achieve.
If you'd like, we can arrange a callback to discuss this in more detail. Just let us know by replying to this message, and our team will get in touch with you promptly.
Regards, Luke
Mobile data plans are ok.
Mobile data plans are ok.. for Australia which is deplorable compared to most other countries.
Couple this with super low data speeds and the inability to suspend or pause your service without permanently losing your number and you have a get rich quick company providing the services not dissimilar to the third world.
1 november 2024
Review zonder uitnodiging
Antwoord van MATE
Hi Gormezzz, thank you for taking the time to leave your review.
We would like to apologise for the frustration caused, this is definitely not the customer experience we strive to achieve.
Unfortunately, we don’t offer the option to suspend or pause mobile services at this time. However, we’d like to look into the mobile data issues you’ve been facing. If you'd like to discuss your concerns further, please provide your account number (MATE Code), and our team will reach out to you as soon as possible.
Regards,
Luke
They save account passwords in raw text…
They save account passwords in raw text - I know because they sent it via SMS rather than use a secure password recovery system. There's no way any ISP should be doing this. Terrible security. Down for over a day, and no information - no contact, no details when called. They were somewhat tolerable for a while, but have become worse and worse. Can't get through to them for an explanation of why we've lost a day of work. Unreliable, and clearly dangerously insecure.
16 oktober 2024
Review zonder uitnodiging
Antwoord van MATE
Hi Ceredwyn Ealanta, thank you for taking the time to leave your review.
We sincerely apologise if you weren’t informed about the issue. It’s possible your service was affected by an outage, and we’re sorry if that wasn’t communicated properly. We always aim to keep our customers in the loop during these situations, and we completely understand how frustrating it can be when information is limited.
We would also like to assure you that we take the security of our customers very seriously.
To advise further on this, the password is only sent to your registered email or mobile number on file. We can confirm that your password isn’t stored in our database in plain text or any other readable format. We use encryption to ensure all passwords are securely stored.
We take data security very seriously and follow strict protocols to protect our customers' information. This includes regular security audits, firewalls, and intrusion detection systems, among other measures to prevent unauthorised access.
We appreciate your concern about your account's security and hope this clarifies how we handle password storage. If you'd like to discuss this further, please provide your account number (MATE Code), and our team will get in touch with you promptly.
Regards, Luke
If I could rate it in a negative star I…
If I could rate it in a negative star I would do that. Trying to get NBN connected ANNND my phone service has issues. They force you to use the chat function because they make you wait long periods on the phone. I have spent hours on the chat with little to no outcome. They just don't seem to care. LET'S NOT BE MATES.
11 oktober 2024
Review zonder uitnodiging
Antwoord van MATE
Hi Angela Digney, thank you for taking the time to leave your review.
We sincerely apologise for the frustration you’ve experienced—this is certainly not the standard of customer service we strive to deliver. Your feedback has been passed on to the relevant teams for further review.
We also want to apologise for the extended wait times on the phone. We understand how frustrating it can be to wait for support, and our team does their best to assist everyone as quickly as possible. Our phone system does prompt customers to use our chat function while waiting for assistance or a callback, and we apologise if this took longer than expected.
We’re genuinely sorry if it felt like we didn’t care—this is absolutely not the experience we want to provide and we hope your future experience with us is much more positive.
If you’d like to discuss these issues further, please let us know, and we’ll arrange for someone to call you back promptly.
Regards, Luke
Disgusting company and customer service
Connected with this hogwash company over the past few months as they offered a discount for the first 6 months. Not only did they not honor it after the second month, but we've been kicked off online more than what we've actually been connected. This company is absolutely disgraceful! I've lost work as a result and been told it's not their problem and that there is no connection issues. I beg to differ. Can't wait to change to another company that actually is useful and doesn't drop out every 20mins. Yes, EVERY 20mins there's no internet. Do NOT go with this company.
7 oktober 2024
Review zonder uitnodiging
Antwoord van MATE
Hi chapple83, thank you for taking the time to leave this review.
We sincerely apologise for any frustration and inconvenience you’ve experienced, this is definitely not the standard of service we aim to provide.
We’re sorry to hear that the promotional credit didn’t seem to apply for the full period, and we understand how frustrating the dropout issues must be, especially when working from home is so important.
We would like to investigate this further, please provide your account number (MATE Code), and our team will be able reach out to you promptly to resolve the issue.
Once again, we wish to apologise for any inconvenience you have experienced so far and we hope to hear back soon.
Regards,
Luke
Change your plan for you
23 september 2024
Review zonder uitnodiging
Antwoord van MATE
Hey Manny V.,
We’re really sorry to hear that your experience with us has led to this review.
Just so you know, you can change your plan anytime through the myMATE app or Self-Care portal. If you’d prefer for us to handle it, we’d be happy to arrange a callback and take care of it for you.
We’d love the chance to make things right. Please provide your account number (MATE Code), and someone from our team will get in touch promptly.
Regards,
Luke
Sending a creditor to me without any communications
Haven't been with them for years and now get a message from some credit company saying I owe money. I called them to find out what it was as it looked like spam and I had never heard anything about oweing any money to them. The man was so rude, saying 'I'm just sales' well there weren't any other options to select so not helpful. The auto waiting recording is clearly not even an australian talking or can not pronounce words correctly. Fake company, bad vibes.
23 september 2024
Review zonder uitnodiging
Antwoord van MATE
Hey Jessica,
Thank you for taking the time to leave this review. We’re truly sorry for the experience you’ve had so far, this is definitely not the level of customer service we aim to provide.
We appreciate your feedback about our queue recording, and we’ve passed it on to the relevant teams for review.
Please accept our sincerest apologies for the experience you had with our support and sales teams. We’d really like the opportunity to make things right. If you would like us to investigate your account further, please send us your Account number (MATE Code).
Regards,
Luke
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