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... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Do not join this Internet Service Provider. Paid for 500/50, get 70mbps speed in NON-peak hours. Constant disconnects mean online gaming is unenjoyable as you lose progress every time it random... See more
Company replied
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... See more
Company replied
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... See more
Company replied
Company details
- Internet Service Provider
- Internet Provider
- Phone and Internet Service
- Telecommunications Service Provider
Written by the company
Your mate for the best value internet & mobile plans in Australia! 📱 🌐 Make the switch to MATE! 👋
Contact info
340 Victoria Street, 2164, Wetherill Park, Australia
- 131413
- support@letsbemates.com.au
- www.letsbemates.com.au
1.5
Bad
2K reviews
Replied to 100% of negative reviews
Typically replies within 1 week
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Absolutely pathetic and not worth a…
Absolutely pathetic and not worth a single dime they get. Go anything else, even if it's slightly more expensive, at least you'll be getting decent evening speeds... watch if you get caught up with them, they'll try to take every cent off you before you break away!
March 21, 2025
Unprompted review
Reply from MATE
Hey Aleksandar,
Sorry to hear this has been your experience. We know how important speeds are and it’s disappointing to hear we didn’t deliver what you expected.
We always aim to be fair and transparent with our pricing and billing, so we’re sorry if things didn’t come across that way during your time with us.
Your feedback has been heard and we’ll use it to keep improving.
Cheers,
The MATE team
SHITTY INTERNET SHITTY INTERNET SHITTY…
SHITTY INTERNET SHITTY INTERNET SHITTY INTERNET SHITTY INTERNET SHITTY INTERNET SHITTY INTERNET SHITTY INTERNET SHITTY INTERNET.
March 22, 2025
Unprompted review
Reply from MATE
Hey Gum,
We’re sorry to hear you’re this frustrated with your internet service. That’s clearly not the experience we want for any of our mates.
If you're open to it, we’d like to take a proper look and see what’s gone wrong. Please reach out to our support team so we can chase this up: https://www.letsbemates.com.au/mate/support
Cheers,
The MATE team
Awful internet service
Awful internet service, keeps dropping out every 10 minutes, dont buy
March 21, 2025
Unprompted review
Reply from MATE
Hey Isaac,
Sorry to hear your connection has been dropping out so often. We know how frustrating that is and it's definitely not the experience we want for our mates.
We'd really like the chance to look into this further and help get things back on track. Please reach out to our support team so we can chase this up: https://www.letsbemates.com.au/mate/support
Cheers,
The MATE team
Cheap for a reason
Cheap for 6 months - but cheap for a reason!
Make it very hard to cancel (can’t do via email, if you phone you get an automated message that it’s outside their opening hours when it’s business hours, they disconnect live chat if you don’t reply immediately and then have to reverify everything again), with frankly rude, passive-aggressive customer service when grievances are raised. The quality of connection is incredibly poor, despite transferring from a different company with the same listed speed plan.
March 21, 2025
Unprompted review
Reply from MATE
Hey there,
We’re really sorry to hear this has been your experience. Cancelling your service should never feel like a battle, and we’re sorry if the process or communication added to your frustration. That’s not how we want to treat our mates.
We also understand how important a stable connection is, especially when you've been on the same speed plan with another provider.
Just to clarify, we’re required to follow legislated rules when it comes to verifying a cancellation request. You can find more about that here: https://www.letsbemates.com.au/mate/faq/verification-code.
We take this kind of feedback seriously and will use it to improve how we support and communicate with our customers.
Cheers,
The MATE team
Absolutely clueless
Lost internet connection to my apartment, was told needed to buy a new router which I did. 5 days later still no fix and have now advised it is an issue with my apartments wiring. Refused to put this in words to an email to me as well so am having difficulties now getting this fixed with my apartment
March 20, 2025
Unprompted review
Reply from MATE
Hey Nicholas,
We're really sorry you've had such a frustrating experience. Being without internet for days and getting mixed messages about the cause is the last thing you need.
If you've been advised it's an issue with your apartment's wiring, we're happy to provide a written summary to help you communicate with your building manager.
Cheers,
The MATE team
After years of loyalty the decline in service
As many others writing reviews here , I have found the decline in service ridiculous . I have been a loyal customer for years and recommended this company to many friends and family . They use to answer the phone in minutes and sort any issues out promptly
. Now you wait up to 40mibs to get through . It is simply a joke and I am now in the process of shopping around for a better or comparable deal , with a more reliable company .
March 10, 2025
Unprompted review
Reply from MATE
Hi Bill, we're sorry to hear you had to wait a while before getting to one of our agents. This is definitely not the level of support we strive to provide you and we apologise for any inconvenience caused. This has been passed onto the relevant teams for review. If you still require support, please DM us with your MATE code (account number) and your enquiry, and one of our agents will contact you ASAP. - Luke
We're leaving. Only way to contact MATE is via email, lucky if you get a response
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
February 28, 2025
Unprompted review
Reply from MATE
Hey Bec, we're sorry to hear you weren't able to get ahold of our support team. This is definitely not how we aspire our customer service to be. There has been a bit of an influx in calls recently and we definitely do have a team responding to email requests, we're sorry to hear you didn't get a response here too. Please send us a DM with your Mate code (account number) and one of our agents will review your account ASAP. - Luke
Appalling, BEWARE
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......
February 1, 2025
Unprompted review
Reply from MATE
Hey Angela,
We're really sorry to hear this was your experience. That’s not the kind of service we aim to provide, and we completely understand your frustration. We always want to be there when our mates need us, and it’s disappointing to hear that we fell short in your case.
If there’s anything outstanding that still needs sorting, please reach out to our team so we can chase this up.
We appreciate your feedback and will take it on board to improve how we support our mates.
Cheers,
The MATE team
MATE IS A SCAM
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
February 25, 2025
Unprompted review
Reply from MATE
Hi Nithya,
We're really sorry to hear about this experience. Unfortunately, these documents are mandatory by law and we must uphold this to ensure compliance and prevent fraud and scam related activity. We can see that you have moved on to another provider, please let us know if we provide any further assistance. -Luke.
Bludger Internet
$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
February 24, 2025
Unprompted review
Reply from MATE
Hi Jo,
We’re really sorry that your internet has been unreliable for weeks and that getting through to support has been nearly impossible. That’s not the experience we want for our mates, and we completely understand why you’re frustrated - especially when you’re paying for a service that hasn’t delivered. If you are still experiencing issues, please send us a DM with your account details and we'll have our support team take a look ASAP. - Luke.
Like so many others in recent reviews - Recent decline in service
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.
February 17, 2025
Unprompted review
Reply from MATE
Hi Gordon, we're so sorry to hear about this experience you had with us. This is definitely not how we aim for our service to be.
There definitely have been an influx of calls which has delayed response times over email, and the phone and chat queues and we apologise for any inconvenience caused by this so far.
Your review has been passed onto the relevant teams for review, and will be used to better our service moving forward. - Luke.
Rubbish
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
February 22, 2025
Unprompted review
Reply from MATE
Hey Elizabeth, thanks for taking the time to leave this review. We're so sorry to hear you weren't able to get ahold of our team. 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 have passed your review to the relevant teams to better our service.
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
Shocking customer support
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.
February 19, 2025
Unprompted review
Reply from MATE
Hi Una, thank you for taking the time to leave this review. 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 to get everything back within a normal timeframe 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
Immature company, requires experienced management and proper customer service
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.
February 20, 2025
Unprompted review
Reply from MATE
Hi Helen, thank you for taking the time to leave this review. We are so sorry to here you were disappointed with the level of service you received from MATE, this is definitely not what we strive to achieve. We're sorry to hear you weren't able to speak to someone so far, especially when things haven't seemed to be happening smoothly with your connection. We would love to have the chance to make things right, please send us a DM with your MATE code (account number) and we'll be able to organise for one of our agents to call you back ASAP. - Luke.
Mate is a disappointment
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!
February 20, 2025
Unprompted review
Reply from MATE
Hi Natalie,
We're really sorry to hear you've been waiting for a tech support agent to call you back for a while, and we're sorry to hear your phone hotspot has been slow. It's definitely frustrating when your internet doesn't work as it should. Please send us a DM with your account details and we'll have our support team look into your account ASAP. - Luke.
Crap internet
Crap internet
Working from home and this internet piss me off all the time.
Regular drop out.
And worse support
February 18, 2025
Unprompted review
Reply from MATE
Hi Consumer,
We’re really sorry that your internet has been so unreliable, especially when you’re working from home. Constant dropouts are incredibly frustrating, and we completely understand why you’re feeling let down. Please send us a DM with your account details and we'll have our support team try and take a look ASAP. -Luke.
Not reliable internet poor service
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.
February 3, 2025
Unprompted review
Reply from MATE
Hi James,
We’re really sorry that you’ve been dealing with dropouts while working, especially after multiple calls with no real resolution. That’s incredibly frustrating, and we completely understand why you’re disappointed. Please DM us your account details, and we’ll make sure someone follows up as soon as possible. -Luke.
Mates used to be good but no longer
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
February 11, 2025
Unprompted review
Reply from MATE
Hi Diana,
We’re really sorry that your experience with us has changed for the worse. We completely understand how frustrating it is to deal with dropouts and poor support. We appreciate you taking the time to share your experience, and value your feedback. If you are experiencing dropout issues, please send us a DM with your account details and we will have our support team take a look ASAP. -Luke.
I have been calling all week hoping for…
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.
February 10, 2025
Unprompted review
Reply from MATE
Hi Lisa,
We’re really sorry you’ve been left waiting, especially after being told to expect a callback within a specific timeframe. That’s not the experience we want for our mates, and we completely understand how frustrating it must be to spend hours trying to get through. We sincerely apologise for this - we'd like to get this sorted for you ASAP. Please DM us your account details and the issue you're experiencing and we will have our support team take a look ASAP. -Luke.
Terrible internet and no Customer Service
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??
February 8, 2025
Unprompted review
Reply from MATE
Hi Valentina,
We’re really sorry that your experience with us has taken such a frustrating turn. We know how disruptive it is to have an internet connection that keeps dropping out, especially when you can’t get through to support for help. That’s not the standard we want for our mates, and we completely understand why you’re disappointed. We hear you loud and clear, and we know we need to do better. If you’re still experiencing issues, please DM us your account details, and we’ll have someone take another look as soon as possible. -Luke.
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