The WORST speeds I have ever had going back to the year 2000. Fibre to Premises Service provided by Lets Be Mates has been abysmal. We aren't even big users. Terrible Technical help (switch the router... Voir plus
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I use both nbn and mobile with Mate. I watch tv streaming, and mostly just 1 computer, 1 tablet and 1 phone at the same time. Being just one or two users in the house, the slowest Internet is fine,... Voir plus
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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... Voir plus
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I have been with Mate for four weeks after being sucked in by the NAB credit card discount deal. During that time I have had two drop outs each lasting 6 to 8 hours. I never had dropouts with my prev... Voir plus
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À propos de l'entreprise
- Fournisseur d'accès Internet
- Fournisseur de connexion internet
- Service internet et téléphone
- Entreprise de télécommunications
Écrit par l'entreprise
Your mate for the best value internet & mobile plans in Australia! 📱 🌐 Make the switch to MATE! 👋
Coordonnées de contact
340 Victoria Street, 2164, Wetherill Park, Australie
- 131413
- support@letsbemates.com.au
- www.letsbemates.com.au
1,5
Mauvais
2 k avis
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Absolutely the worst telco experience…
Absolutely the worst telco experience I’ve ever had.
Mate Communicate is a complete joke. No internet for days at a time, constant dropouts when it is working, and don’t even bother trying to contact their customer service — it’s basically non-existent. Emails go unanswered, phone calls are either ignored or you get stuck in an endless loop with no help whatsoever.
They owe me hundreds of dollars for a service that barely ever worked, and despite multiple attempts to get a resolution, I’ve received nothing but silence. Total scam. Stay far, far away from this company unless you enjoy throwing your money into a black hole and yelling at walls
11 avril 2025
Avis spontané
Réponse de MATE
Hey Shane,
We’re really sorry to hear this has been your experience. We understand how frustrating this must be and we take your feedback seriously. We can see there's an active fault on your service and our support team are already in contact with you.
We're pushing to get this resolved as quickly as possible and will keep you updated with any progress. Once everything’s sorted, our billing team will review your account for any applicable credit due to the downtime.
Thanks for your patience while we work through this.
Cheers,
The MATE team
Cya mate
I was with Mate for years. My partner had a really hard time trying to contact them with an account issue. We started experiencing internet dropouts. Didn’t want to have to deal with ‘support’ having seen what my partner dealt with. Switched over to another provider in less than 30 minutes with no outage. Drop out no longer occured. Such a shame to see all these bad reviews
5 avril 2025
Avis spontané
Réponse de MATE
Hey Mert,
We’re really sorry to hear that your experience ended this way. We understand how frustrating it is when things stop working and support doesn't feel easy to access, especially after being with us for years.
It’s disappointing to know we didn’t give you or your partner the support you deserved. We’ll take this feedback seriously as we work to improve the experience for all our mates.
Thanks for giving us a go.
Cheers,
The MATE team
Issue with my internet drop-outs
Had an ongoing issue with my internet connection dropping out. I first logged a ticket with the online App, only to find it had disappeared the next day. Frustrated and a little angry I emailed their support team. They got back to me the next day. After a few emails back and forth the problem was resolved within a few days. I've had no issues since.
3 mars 2025
Avis spontané
Réponse de MATE
Hey Jared,
Appreciate you sharing your experience, and we're really sorry it started off on the wrong foot. That missing ticket would’ve been frustrating, and we understand how that could shake your confidence.
We’re glad our support team could get things sorted and that everything’s been running smoothly since. If anything pops up again, you know where to find us.
Cheers,
The MATE team
I have been with mate for numerous…
I have been with mate for numerous years now. But for some reason their communication and service has really gone down hill. I have been without internet for 4 days now and have constantly tried getting through to mate but have to wait hours and for them to tell me its out of their control, not happy. NBN is not contacting me either to come out. Thought I would get a follow up phone call from mate to advise further instructions as nbn hasn't kept me updated. I'm very disappointed in this service and will be finding another provider.
3 avril 2025
Avis spontané
Réponse de MATE
Hey Amber,
We’re really sorry you’ve been left without internet and proper updates — that’s not the experience we want for our mates, especially someone who’s been with us for years.
We understand how frustrating it is when you're stuck waiting and it feels like no one’s taking ownership. While some delays sit with nbn, we should have done more to keep you informed and supported throughout.
We’d love the chance to make this right. Please reach out to our team so we can chase this up and get things moving: https://www.letsbemates.com.au/mate/support
Cheers,
The MATE team
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!
21 mars 2025
Avis spontané
Réponse de 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.
22 mars 2025
Avis spontané
Réponse de 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
21 mars 2025
Avis spontané
Réponse de 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.
21 mars 2025
Avis spontané
Réponse de 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
20 mars 2025
Avis spontané
Réponse de 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 .
10 mars 2025
Avis spontané
Réponse de 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
28 février 2025
Avis spontané
Réponse de 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......
1 février 2025
Avis spontané
Réponse de 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
25 février 2025
Avis spontané
Réponse de 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
24 février 2025
Avis spontané
Réponse de 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.
17 février 2025
Avis spontané
Réponse de 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
22 février 2025
Avis spontané
Réponse de 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.
19 février 2025
Avis spontané
Réponse de 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.
20 février 2025
Avis spontané
Réponse de 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!
20 février 2025
Avis spontané
Réponse de 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
18 février 2025
Avis spontané
Réponse de 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.
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