MATE Anmeldelser 1 935

Do not trust this company, they are definitely not your ‘mates’!
Had to submit my issue with the Comms Ombudsman before Mates started to offer a petty reply.
It took 6 times before they offered a fair resolution. They know they are in the wrong but do nothing about fixing the problem. Pathetic!

My number got hacked and was transferred to mate
I told them that a hacker did it and explained for them to transfer the number back to me
And all they said was we can't tell you who it is that took your number as its our customer what a joke of a company
The victim is always in the wrong
Customer service girl hanged up on me
Blamed the provider I was with refused to talk to me just wanted To protect the hacker shame on you
You all should hang your head low in Shane worst customer service and management decision ever calling a hacker their customer omg what a bunch of fools !!!!

They use to be great, never had a problem. For the last year speed always slow and drops out and customer service is not helpful at all.

Don’t switch if you do you will be sorry left with no internet and so much of my time wasted trying to sort problems made by mate

Reluctant to cancel the service.
I have to beg this frauds to cancel the service.

I just read a review of a disgruntled consumer that the internet wasn't available during floods and they charged her, Karen I sympathise with what you have had to put up with. NOT A JOT ABOUT FLOOD VICTIMS.
My experience with Mate Internet to date has been extremely good, I moved house then upgraded from FTTN to FTTP, not a problem and Tech help (Australian) was amazing, talked me through hooking up my new mesh system and no drop outs or bugs, I'm very happy with Mate and have recommend them to friends. Australian Owned

Slowest internet, was no where near the speeds we paid for, dropped out constantly, ridiculous late fees, worst self care portal which was inaccessible for months, can't cancel plan without calling, also increased everyones plans by upwards of $15 extra a month just because they updated their nbn network, this was something you could not opt out of unless you wished to cancel. Most unprofessional internet company I have ever been with, has the professionalism level of a business being run out of someones garage.

During recent floods had no phone or internet for days … dangerous situation… ongoing dropouts then billed for my monthly payment. Ongoing dropouts a month on—- Complained by phone call and again on line… no answer!! Ongoing dropouts —- appalling service ! On hold calling again over 20 mins —- how to check internet issues when you can’t even get online 🤪
Ready to contact accc !

MATE Offshore Chat ServiceNBN and Phone Service fine but JUMPED high in rates. Advertise they use Australian Based customer support but Live Chat is definitely NOT in Australia. Blind Freddy could see. Moved to BETTER LIFE. Melbourne Call Centre and Better Life Mobile is the only telephone company in Australia to be accepted as a member of Good Shepherds Financial Inclusion Program and is a social enterprise certified by Social Traders. Use Telstra too.

Worst service…
Very very bad service and customer care. Not recommended..

Have never had nbn before and not techo person. Support can be 5 stars down to 0 depending on which tech you get .
I do not get the supposed speeds allocated anymore and sometimes a massive noise .
I don't think I can get 4k reception or ever have - maybe a fttn issue .
Lately I have been getting frequent wifi drop outs which is really annoying. Wired seems stable but not high quality picture compared to a 4k DVD at all .
Going to to try a new modem!
Overall could be better or worse I imagine .
Prices went up but then problems came in - can't fathom ?
TP-LINK have some dubious reviews.
Hope this helps ya . I really don't want hassle to change providers and price reasonable these days but quality and reliability seems to be waning .

Frequent drop outs -planned outages where they do not warn you in advance. You get stuck on their help lines for hours listening to the incredibly annoying messages saying the word mate 16 times a minute. I tried to support australian company but these are no mated of mine

Definitely the most unstable internet provider I've used in the last decade. Their uptime is fairly reliable but then you hit pockets where it just flickers on and off all day or for a few days.

We took advantage of a package that offered a Tide Music account when we joined but we never got it. And with nobody to contact I guess we'll never get it.

Not the best but I don't hate them like my last provider. Oh well - I suppose everyone has that dodgy mate...

Have been a client of Mate internet for several years and for most of that time, internet and customer service have both been good and reliable.

However of late, evening speeds have been falling to the point of continual stuttering on streaming services, and a recent outage lasted for most of a weekend, with no way of contacting the company other than by leaving messages on their social media accounts.

Previously if an outage occurred they would send a text message explaining the outage, saving one the trouble of trying to work out if it was a service problem or a local tech hitch. But they seem to have given up on that.

Now they have sent notice of a price rise for a service that they are simply not providing (given the poor evening speeds and dropouts), so am shopping around for an alternative provider - there are numerous providers offering the equivalent service for around $20 less per month.

Disgusting company that provides a fraction of the speeds they promise.
Support is non-existent.
Another company that makes it so difficult to fix a problem that you eventually just give up.

Do not recommend. Let you down. We have elderly Aunt broken hip in hospital, dementia as well now. Her car got stolen and house broken into. I pay her account and mine name and same credit card as l set up both accounts . I asked to add another NBN service so l could connect security (mobile and land lines on NBN but on NBN modem l pay $87 mth). I have police everyone helping out but MATE we have driven over 2 hours for nothing. I explained to Mate that l am enduring guardian and power of attorney also the fact that my details are on account as l set up and pay for account. Vanessa who l spoke to and explained the urgency would go off and talk to manager however would not put me through to manager and said we can do a call back within 24 hrs. I explained the urgency and extenuating circumstances to no avail. As per my previous review have been an advocate for mate for family and friends. I pay two accounts well over $200 to $300 plus a month, just regrettably got my mum across. Sad thing is l gave all details, verified myself (same surname) same credit card (mine) was in house at modem, could have verified account payee, card number in stead we are now driving back to Sydney without any cameras or security. I will be moving all my services and will tell all l have recommended to move services as not at Mate you want ready to take your money but never help when in need! Go to another reputable service.

I'm with Mates and have been recommending them since forever. However...

I would NOT recommend them now. Their customer and internet service was once brilliant. Not anymore. I remember once upon a time talking to real technicians who were real interested in fixing problems. Today the service outages are way too common. And I mean middle of the day while trying to run a business too common. With some of my customers just starting out with simple phone systems connected to the modem, working with no phone and no internet for hours in the middle of a work day is... unworkable.

Mate, please bring back the service you once provided.

Just the worst.
I'm paying for 100mbps; and I'm currently getting 6mbps. Speed seems to drop off to constantly under 10mbps basically every day during peak now.
Also seems to randomly drop down to unusable speeds through out the day, as well as pretty regular instabilities and outages. I work from home, and this is just a freaking joke now.

Edit: response to MATE's response:
No need, I swapped to Aussie, can't be happier. paying for 50mbs, getting around 54mbs consistently (even during peak).

I normally would not want to be here to write anything bad nor have I ever wanted to but this is a very important thing to share. Their network is terrible. I am a very patient and understanding person but they are very slow, I mean on customer service/support & their network. I also tried to get my number which I used for a very long time to transfer to a new one but they couldn’t, all because mate did not respond nor allow it no matter how much I asked, they ignored it and never got back to me. I decided to be patient and kept paying. Then I stopped and they kept trying to pull out my money and when they couldn’t a few times. They decided to completely delete that number and say it cant be retrieved. I asked them to retrieve it and all they cared about was the amount owed which is only $100 and that’s money is asked to be paid for when they never even gave any proper service. I hopped on their service hoping it’d have 5G and once in a blue moon? It came. For a few seconds, until I used something. The moment I am excited about it, the next it decides to turn back to 4G and I don’t even want to start talking about how terrible their 4G network was. I hope they fix their whole system up and not do this to someone else. I may be one voice but honestly, it’s just disgusting how ignorant some people are. How dare they think it’s okay to do such things to make a few bucks. I don’t know how they convinced so many people they’re okay with the reviews so far. Maybe the first month was decent and even so for me, but every month after was just a pain in the ace. I immediately wanted to change it half way through the first month. I am just so disappointed about my number being wiped off because I missed out on so much calls and texts. I have a lot of things I need to do now, but one things for sure. I’ll get even & have the last laugh. Adios.
P.S Whilst doing this, I have noticed that many review websites don’t post it without the company’s permission which is just so misleading. Makes me wonder how many people suffered and couldn’t speak up. I am just doing this for the sake of the people and for goodness grace.

Service: NBN to the Node. We move a lot. I always shop around on the move and end back with Mate. They are priced fair. They are available to speak to either via chat and/or on the phone. Service at one house was poor, but it wasn't the fault of Mate. It was and still is a Telstra issue at the house. I wouldn't have any idea about their mobile service. Just internet to the house.