MATE Reviews 1,932

Despite previous requests for payment, your MATE account is overdue and all services on this account have been restricted.

If we do not receive payment within 5 business days, your services will be DISCONNECTED and your account will be terminated.

I've been with mate for 7 years and they send me an email like this!! The amount was paid (Plus the late payment fee). However they did not restore the restrictions on my account. I've ditched mate internet and signed up with a different provider.

i got it because i wanted to switch networks.
I followed the link that was sent to my original number but they ended up giving me a number.
I tried the support but they send we can send you a number and i would have to pay again.

Worst service ever. If you want to keep your old number dont subscribe mate.
I hope it this helps other aussies too.

Also i clearly rember is it was diana and vivienne who wasted all of my day by prolonging the chat and disconnecting it whenever they felt like
For a whole day i had to go without a network and then go out buy a $2 for optus which literally took 5 mins to activate.

For the past several months I am not receiving some messages from senders and some of my messages are not getting through to who I want to contact. I have been with Mate for several years, it used to be extremely efficient and provided helpful staff if there ever was a problem but now it is not only problematic trying to lodge a verbal complaint but some staff don't seem to be as efficient as they used to be. Sad to see a once good company go down as Mate has done.

I decided to join up to mate, and switch from Telstra after reading all the rave reviews about them.

My experience has been horrid. My number was supposed to have been ported 3 days ago, after already being delayed 24hours due to MateMoible.

I am now going on 3-4 business days with out any access to the number that was supposed to be ported.
As a result, I have no access to my banking, business accounts, email/online accounts, or essential services like MYGOV, or ATO, Medicare, due to that number being linked for Two Factor Authentication.
Mate Mobile, are now holding my number hostage, and I still have no access to my number! (A clear Breach of the TIO laws and guidelines)

This has now caused me financial loss due to not being able to receive calls, or messages, or any record of who has tried to contact me for the last 2 days, and as previously stated no to access bank accounts or ESSENTIAL government services like the ATO.

I have triple checked with Telstra that the issue is not with them, and wasted 5 hours on the phone to them in the last 2 days, as Mate had told me the BS line it was a Telstra issue, the same excuse they seem to hand out to anyone having this issue.

Telstra have assured me they are not holding my number (as I am out of contract), and it is MATE MOBILE, who has my number.

I informed MATE of this, they don't listen or care.
I asked to speak to a supervisor and was told there was none in the office and it could be up to 24 hours before I get a call back.

Mate Mobile are now in BREACH of the Telecommunications Industry Ombudsman which clearly states Porting numbers MUST be completed within 2 business days. Well I have passed that threshold, and they are still playing games, and trying to pass the blame and play dumb.

I just want my dammed number back and access to my bank and business accounts!

They may have an Australian Call Centre, however what's the benefit in that, when they are just reading from a script and cant actually help you at all or even let you speak to a team leader or supervisor.

This entire company seems like s scam after this experience, and they are doing absolutely nothing to address it.

They didn't even contact Telstra to discuss the issues (which you think they would as its part of the process to port a number, I had to spend 5+ hours with them (Telstra) on the phone to find out what's going on, just to be told its MATE MOBILE that is causing the issues, and then for Mate Mobile to say oh maybe another 1-2 business days it might be fixed, after telling me 2days in a row that it would be resolved by the end of business that day.

Todays now Thursday so that would be Friday if I'm lucky, oh then its the weekend, sorry you'll have to wait till next week!

Mate Mobile are quite happy to leave me without access to my number, bank accounts, business accounts, essential government services such as the ATO, Medicare etc and cause me further financial loss, then to pick up a dammed phone and call someone to find out what the issues are, essentially do their damn job!
Instead, oh we will just push emails around internally for a couple weeks to pretend we are doing something and keep you hanging on the hook.

I am beyond furious, and completely let down. STAY AWAY FORM MATE MOBILE < We all know Telstra is painful, but no where near as painful as these utterly useless, unhelpful, script reading scammers!

They have left me and my number in limbo, and outright don't give one single **** about it!

I have been with Mate for years and had previously found them to provide a good service and had few problems, until this year. The internet has dropped in quality often having to buffer for long periods of time and dropping in and out. When working from home obviously this is not ideal. The greatest problem came when my bank card was expired and I needed to update my new one. I could not login to the app or rest my password, I attempt the phone service to update my card but it would not register my account number and when calling through to a customer service representative I could not get through at that time. After this struggle I emailed to ask for assistance explaining the situation in which the response was they can not take card details over email and was directed again to the other service I explained were not working. Meanwhile I kept receiving emails advising the funds did not go through. Eventually I asked to cancel my service as I couldn’t update my card details, they did not do this and just advise I needed to call in to do this. Eventually I was able to update my bank details (not through assistance of their team at all) but now was inciting extra fees due to failed payments. At this point I carried on with the service until it just stopped working and after two weeks of our internet not working had asked to cancel my service because it is not working and hadn’t for two weeks (Via email). Again I received an email advising I needed to call in to cancel my service but did not address the fact that it had not been working for two weeks or attempt to fix it. I had them called in to cancel my internet which the customer representative was nice and did well but did not have the means to send me an email confirming the cancellation and advised I would receive an email confirmation at 10pm that night. This obviously was never received so I emailed them a few days later and attempted to call through at one point to request the email confirming cancellation to ensure I do not incur other fees before organising my next service. I could not get through to the phone service and still have not received an emailing confirming the cancellation. This has been another week now. All in all not great with service now they have gotten bigger and seem to just do the bare minimum which does not fix any issues you may be experiencing.

We have been Soulmates for 5+ years, initially the call center service was awesome and internet speeds were excellent. Fast-forward 5 years and I am having Youtube buffering issues, high pings even to IP addressed in Australia and online gaming is impossible.
it take hours to get anything done over the phone and most of the time they cant fix the connection issues.

I have since decided to move to Superloop on June 16 2023 when my monthly plan finishes.

Stay away from them, while you can still get great speeds and prices are reasonable, their connection shaping tech means you wont play games online and streaming is not reliable at high resolutions, I rather pay a bit more for a quality connection.

I will review Superloop once I test it for a few days.

Very poor service, two weeks gone, two modems/routers and still no internet.

Appalling customer service can't fix the outage so says nbn's fault have to wait 24 to 48 hours for nbn to get involved. Been down 24 hours so far and no one home at mate on Sundays.

I had used Mates for over 5 years but VERY BAD AND SLOWLY SPEED FOR MORE THAN 6 MONTHS. I CAN'T ENDURE NOW. I even almost can't watch YouTube every night and Weekend day and night. VERY SLOWLY SPEED AND NOT CLEAR 🤯😔!

Every evening between 4-11pm my download speed gets shaped to 250kb a second. My internet also constantly drops out in peak times as well. Been with mate for 3 months and regret everyday of it. They seem destined to end up like TPG who artificially shaped users and got fined for it because it misled their customers.

Been with these guys for about 6 months, gave 'em a chance.. Their Soul Mate plans didn;t even allow me to stream 4k without buffering .. two or more ppl fighting for bandwidth and everyone starts crawling - Bumped the plan up to see if there were any improvements.. pffft... Never achieves anywhere remotely close to their advertised typical evening speeds (196)... @ $99/month I expect at least 150 at around 11pm on a 250/25 plan... Nope.. consistently struggles to reach 100, let alone sustain something remotely decent above this. Never had any dropouts, which I wouldn't expect any NBN provider to have in this day n age, but totally not gettin' my mula worth here... Adios Mate.. lets never see each other again.

My mother had switched to Mate from Telstra, given Mate uses the Telstra network. But, she has had constant issues with voice calls ever since. Very poor quality. Tried contacting Mate and was told they'd be in touch within 1-2 business days... weeks later, and I've heard NOTHING from Mate.

Avoid them.

Just moved house and need support. Mate Support is not contactable - phone line rings out and finally hangs up with no answer, they no longer do call backs even though the recording says they do, live chat is offline and still waiting for email reply. Mate could not care less anymore about their paying customers.

Terrible provider. Been with them for years and in the past 6 months I have advised and sent data/evidence of packet losses plus latency issues with a 250/25 plan which in some instances went down to 5/5. They kept blaming me saying they are all good without any returning data/evidence. The evidence I sent through was directly from the router port so the only thing it could be was the cable to the bridge. Replaced the previously new cable with another new cable and still had the same issues. Lodged a TIO complaint and they dropped me as a customer. Don't touch them as they sure aren't your "mate".

Poor customer service. not recommended for anyone,

Been with MATE NBN for the past 5 years but the recent outage that lasted for more than 2 days is unacceptable as I work from home and require a reliable internet connection. Despite receiving a SMS this morning saying the outage has been fixed, I still had no internet. I tried calling and waited an hour on hold but eventually gave up. The automated message while on hold advised to go to your website and chat online but your online chat wasn't available either. Extremely frustrating and terrible service.
I have since switched to Tangerine NBN who transferred me over within a few hours, hassle free! No more issues with our internet!

Been with the company for 3 weeks and had 3 outages. Still currently experiencing one for more than 24hrs, what a joke.
Their online support and phones are down and they're not really letting anyone know what is going or an ETA for our service to be up and running.
I've lost money due to working from home and my data reception cutting in and out on top of no wifi, do you think we will be reimbursed?... I highly doubt it!
Do not join this company, they're a terrible provider and couldn't care less about their customers

This seems to be the review forum for whingers.
Every ISP incurs some problems and Mates has fewer than most from my research. My personal experience they are friendly, service is brilliant and so is the speed.
Highly recommend.

just like other reviews, thought it was good for the price. but the amount of downtime is just ridiculous now. everyday it'll 1-2 times of connection dropping.
and today (20-Apr-2023), it's been a couple of hours at least!

Constant upgrades every week for a day. Constant drop outs. Very poor speed I'm on 100 and my speed this morning after 100 net reboots last night is 18.5mps they won't offer any form of sorry take your money and blame nbn. The ads make me think thanks for your money for our new/old classic cars but don't do anything for you. Worst part is I'm on 100 foe 1 adult and 1 kid cause we upped the speed to see if it improved and it's worse can't even watch netflix or YouTube. This is some sort of a joke. Last night we couldn't connect for a hour after it dropped out of its rediculas speed to start with it'd like watching the lowest resolution or worse on netflix you can't even see a person's face.. bye bye mate gave you enough chances