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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
They disconnected my service even thogh…
They disconnected my service even thogh I paid all the bills and was up to date. Shocking service
November 9, 2024
Unprompted review
Reply from 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.
November 1, 2024
Unprompted review
Reply from 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.
October 16, 2024
Unprompted review
Reply from 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.
October 11, 2024
Unprompted review
Reply from 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.
October 7, 2024
Unprompted review
Reply from 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
September 23, 2024
Unprompted review
Reply from 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.
September 23, 2024
Unprompted review
Reply from 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
Rubbish support
Rubbish support, took a long time and wasted my time. no longer using these guys.
September 20, 2024
Unprompted review
Reply from MATE
Hey Troy Bird,
Thank you for taking the time to leave this review.
We are very sorry to hear about your experience with our support team, this is definitely not the level of customer service we aim to provide.
We apologise for the wait in getting through to our support team. While we strive to help everyone promptly, we're sorry that this didn't happen in a timely manner with you.
Your feedback has been passed onto the relevant teams to help better our level of support, we really appreciate you providing this information to us.
Regards,
Luke.
Switched to mate purely for the price…
Switched to mate purely for the price for the first 6 months. From the first hour of being connected I was getting drop outs every 15min to 30min. Thought it may be teething problems so gave it a couple of days (was the weekend so had no choice). However, this happened the entire weekend.
I only gave two stars because when I called to cancel on the Monday the lady was very empathetic and apologized and gave me a refund without argument.
I then signed up to Spintel for $9 more per month and have had no drop outs at all. It’s been almost a week so far so hopefully this lasts. Also, After the 6 month offer, Spintel only go up $10 and not $30 like mate.
August 28, 2024
Unprompted review
Reply from MATE
Hey Francisco Moro,
Thank you for taking the time to leave this review, we really appreciate it.
We are deeply sorry for the internet issues you experienced, especially over the weekend, and for the fact that our support team was unable to assist you in resolving them at the time. This is certainly not the level of service we aim to provide, and we sincerely apologise for the inconvenience caused.
With that said, we're glad to hear the dropouts have stopped. While we remain committed to offering competitive pricing, we also understand how crucial reliable service is, and we're constantly working to improve both our service quality and customer support.
Once again, we thank you for leaving this review, this has been passed onto the relevant teams and will be used to better our customer experience moving forward.
Regards,
Luke
Bargain regret
Don't even bother signing up. From the week I signed up, I have been having an issue with mate. This is one of the most horrible and unreliable internet providers. I only signed up with them because of the low price but I wish I had not. I already signed up with my old internet provider to transfer. Stay away from them.
August 27, 2024
Unprompted review
Reply from MATE
Hey Erisa H,
Thank you for taking the time to leave this review. We wish to sincerely apologise for the experience you had, this is certainly not the standard of service we aim to provide.
We're also sorry for the internet issues you encountered and regret that we weren't able to fully resolve them in the end.
Your feedback has been passed on to the relevant teams, and we’ll use this experience to help improve our customer service moving forward.
Regards,
Luke
Another great ISP that has gone down the toilet.
This company were great when i first started with them a couple of years ago. Had excellent support, 250/25 plan. Speeds were great for about a year - year and a half.Noticed in the last few months i get between 15.9Mbps - 70Mbps. A lot of their old support services are no longer available. Left multiple messages and submitted fault forms with no replies to any of them. I refuse to pay top dollar for a greatly substandard service that i pay for, with no one to contact or looking to fix it. Its time to say goodbye to Mates and hello to Superloop who offer quadruple the speed at the same price. So they are also not competitive any more.
August 9, 2024
Unprompted review
Reply from MATE
Hey Gary spindler,
Thank you for taking the time to leave this review. First, we sincerely apologise for the decline in the level of customer service you received. We always aim to provide the best experience possible, and we regret that we fell short in this instance.
We’re sorry to hear that you felt there was no one available to help resolve the issues you experienced. We understand how crucial customer service and support are, and we’ve passed this onto the relevant teams to investigate why you did not receive any communication from our support team
While we strive to remain competitive with our pricing, we fully understand that dependable support is equally important.
We’ve shared your feedback with the relevant teams to help us improve moving forward. Thank you again for taking the time to leave this review and for helping us improve our service.
Regards,
Luke
Been with Mate for years now. Love them.
Been with Mate for years now. No issues. While the support at times could be a bit faster, I hardly ever needed their help. Their service is just that brilliant. I had an issue at the beginning - but that was NBN related and not Mate's fault. Mate helped get the issue fixed and were there every step of the way, consistently updating me on progress. I had the same issue with another provider who wasn't able to get the issue resolved for a year. Mate got it fixed relatively quickly. Ever since then, no issues. The service is just running without hiccups or drops.
July 30, 2024
Unprompted review
Reply from MATE
Hey F.,
Thank you so much for your awesome 5-star review!
We really appreciate your feedback, and this has been passed onto our relevant teams for review.
We are glad to have you as one of our Mates, and we aim to ensure our customer experience becomes even better!
Regards,
Luke
Got a 100 / 40 plan
Got a 100 / 40 plan , decided to do speed tests and was 37/0,85 , been checking everyday and the highest was 72 /0.85. Just done another test ..31.15 / 0,75
\Rang them and the operator suggest it was the modem, it was a brand new modem and router.4 months ago did not have internet for 8 day and they blamed NBN. I rang the Federal minister David Gillespie and he rang NBN and his secretary told me it was the internet provider fault . And yet , with that information, mate still blamed NBN .Hint..Always record the phone call. That if you can record for over an hour as you have to keep hearing the stupid music and never ending recording . Wont be long and we WONT be mates 2 stars out of 10
July 5, 2024
Unprompted review
Reply from MATE
Hey Collin Ralph,
Thank you for taking the time to leave this review.
First and foremost, we sincerely apologise for the speed issues you experienced with MATE. This is certainly not the level of service we aim to provide.
We’re sorry that the issue remained unresolved. If our support team suggested that the modem was at fault, we typically recommend testing a secondary modem/router and device to help pinpoint the cause of the problem.
We also appreciate your feedback regarding the hold music, and we’ve passed it along to the relevant teams for review.
Your review has been shared with our teams to help improve our customer service moving forward.
Regards,
Luke
FTTP 250/25 - Slow Speed through the Afternoon & onwards
When we initially used Let’s Be Mates's copper lines with a 100/20 Mbps plan, our experience was smooth and satisfactory.
However, after upgrading to the FTTP 250/25 plan, we encountered significant issues. During the day, we achieved optimal speeds, but in the late evening, our speeds would drop dramatically from 230 Mbps to a mere 3 Mbps, which was worse than our previous 100/20 copper line speeds.
We followed Let’s Be Mates's troubleshooting instructions extensively, but to no avail. Despite our efforts, the issues persisted, only to resolve themselves inexplicably after 6-7 months.
Unfortunately, new issues arose, which also took weeks of back-and-forth troubleshooting before they too resolved without any clear explanation.
As of June 2024, we once again faced slow speeds in the afternoon.
This time, I decided I had endured enough and chose not to undergo another lengthy troubleshooting process. Consequently, I have signed up with a new ISP and have experience no afternoon & onwards issues.
June 1, 2024
Unprompted review
Reply from MATE
Hey Ric,
Thanks so much for taking the time to leave this review.
We’re really sorry to hear about the speed issues you had during peak times. This is definitely not the kind of service we aim to provide.
We also understand how frustrating it can be when the troubleshooting process feels like it’s dragging on. Our team tries to be as thorough as possible to make sure we cover everything and get to the root of the problem.
We are sorry that these extensive troubleshooting steps have led you to look for another provider, but we're glad to hear your new provider has sorted things out for you.
Your review has been passed onto all the relevant teams for review, and it will help us improve our service moving forward.
Regards,
Luke
Overall internet service is terrible
Overall internet service is terrible - it cant even handle a one person household.
Customer service is unhelpful.
May 20, 2024
Unprompted review
Reply from MATE
Hey Emily Holt,
Thank you for taking the time to leave this review.
We’re really sorry to hear about the internet issues you experienced at home. Our service is designed to handle multiple users in a household, so we regret that we weren’t able to troubleshoot further and get to the bottom of the issue.
Your feedback has been shared with the relevant teams and will help us improve our service moving forward.
Regards,
Luke
Had the unfortunate experience of…
Had the unfortunate experience of signing up to their internet and mobile plan. 5 days and still no internet at home. We tried calling but were put on hold for hours and hours. Chat support mentioned that they will send a technician after another 10 days. This is unbelievable! How do businesses like this manage to still exist in this day and age. I guess they manage to scam as many people as possible and then run away ? Stay away from them and keep your sanity and use any other provider for internet that actually works !
May 8, 2024
Unprompted review
Reply from MATE
Hey sheeba lamba,
Thank you for taking the time to leave this review. We're really sorry to hear that your experience didn’t meet the standard we aim to provide.
We apologise for the delay in reaching our support team. We do our best to get to everyone in the queue as quickly as possible, and we're sorry if we didn’t reach you in a timely manner.
Additionally, we’re sorry for the delay with the NBN technician appointment. Unfortunately, these appointments depend on technician availability in your area, which can sometimes cause longer wait times.
Your feedback has been shared with the relevant teams and will help us improve our service moving forward.
Regards,
Luke
Absolute motley crew do yourself a…
Absolute motley crew do yourself a favour and give these pretenders a bloody wide berth. Useful as an ejector seat in a helicopter. Joined them because of sponsorship of the Central Coast Mariners with which I have been member for over 10 years and believe me what an incredibly bad decision I could go on but honestly do yourself a great favour and select any alternative.
April 27, 2024
Unprompted review
Reply from MATE
Hey Ozzie Traveler, thanks for taking the time to leave this review. We’re really sorry to hear that your experience didn’t meet the standard we aim to provide.
We apologise for any frustration our service may have caused during your time with us.
We’d love the opportunity to understand what went wrong and review your account to see how we can improve. If you could provide us with your account number (MATE Code), our team will look into it right away.
Regards, Luke
Do not trust this company
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!
April 11, 2024
Unprompted review
Reply from MATE
Hi Rod Millner, thank you for leaving this review. We're truly sorry to hear that your experience fell short of the standard we strive for.
We apologise that you felt the need to approach the ombudsman before receiving a response from us. Your feedback has been shared with the relevant teams for review and will help us improve our service moving forward.
Regards, Luke
My number got hacked and was…
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 !!!!
March 22, 2024
Unprompted review
Always slow and often drops out.
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.
March 13, 2023
Unprompted review
Reply from MATE
Hi sue farrell, thank you for taking the time to leave this review.
We would like to apologise for the experience you had, this is definitely not the level of customer service we strive to achieve.
Our team would love to find out more information about your account and improve our customer service team moving forward. Please send us your Account Number (MATE code) and we will be able to look into this further right away.
Regards, Luke
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