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178 questions from our users
Jeff Basked
I live in plumridge street, chelmer, 4068. According to the NBN Co., we will be using a hybid co-axial technology. Can you provide a service?
1 answer
Vanessa S.MATE Communicate
Hi Jeff B,
Yes, we are able to offer nbn HFC services.
To see what we can offer you, please email your full address to [email protected].
Vendettabruhasked
Is it possible to get an adsl connection if you dont have the money to get nbn setup at the moment?
1 answer
Vanessa S.MATE Communicate
Hi Vendettabruh,
Once nbn becomes available in an area, it is not possible to connect ADSL due to government cease sale regulations.
To see what we can offer you, please email your full address to [email protected].
Beau V.asked
Is your customer support open 24/7? Also, what plan will you put me on when nbn comes to my area? Thanks.
1 answer
Vanessa S.MATE Communicate
Hi Beau V,
Our support operating hours are Monday - Saturday 8.30AM - 7.00PM.
Once nbn becomes available, we will contact you to upgrade and you can choose any available plan you wish.
Regards,
The MATE team
Deanna Kohasked
Is your service out? I haven’t had internet for 2 days. Rebooted everything and still nothing.. I pay for the top speeds but when I watch Netflix no one else can do anything. Getting upset with your service
1 answer
Vanessa S.MATE Communicate
Hi Deanna,
We can confirm we have no reported network issues or outages in your area at the current point in time.
If you are experiencing issues, it would be best to call our support team on 1300 876 283 (press "2" for support) when in front of your modem so they can troubleshoot with you.
Rodasked
Do you allow incoming connections (for web server, ftp etc.)?
1 answer
Vanessa S.MATE Communicate
Hi Rod,
We can confirm we do not block any services.
To check availability and advise what we can offer you, we will require your full address.
Please contact us on 1300 876 283 and press "1" for sales, or email your full address to [email protected] so we can check and advise.
Regards,
MATE team
levend62asked
Have been with mate for over 6 months now on the 50 plan. Service was really good and phone works all the time but the last couple months speeds have slowed and after 5 pm it takes a while to change channels on fetch and Netflix is slow also. As I have a lot of personal problems to deal with I haven't contacted them as I don't have time, but have read in the forum a lot of people are having the same issue with them and it has all to do with Vocus. My number is 619407 if anyone from mate wants to check it.
1 answer
Vanessa S.MATE Communicate
Hi levend62,
Sorry to hear this.
We have organised our support team to contact you ASAP so we can troubleshoot.
Regards,
The MATE team
Aryia K.asked
Mate was good for the couple months but apparently it going slow now so I’m disappointed
1 answer
Vanessa S.MATE Communicate
Hi Aryia K,
Sorry to hear this.
Can you please advise your account number so we can look into this issue ASAP?
If you are experiencing issues please contact our support team on 1300 876 283 so we can investigate.
calixto a.asked
we a adsl conection because there is not nbn in our area
1 answer
Vanessa S.MATE Communicate
Hi calixto a.,
To check availability and advise what we can offer you, we will require your full address.
Please contact us on 1300 876 283 and press "1" for sales, or email your full address to [email protected] so we can check and advise.
Regards,
MATE team
Michaelasked
Can I have a landline?
2 answers
Don't have one
Vanessa S.MATE Communicate
Hi Michael,
We do not offer standalone landline services, but you can bundle a landline with an nbn or ADSL Internet service.
Please contact us on 1300 876 283 and press "1" for sales, or email your full address to [email protected] so we can check and advise.
Regards,
MATE team
Greg Gillespieasked
Hi just received my Mate, NBN box and followed the instruction to connect to my Telstra Modem, TG797Technicolor model, but the part where we set the Connection type is not available in the router home page, so it is not working.
Telstra are reluctant to help and I can't find anything online to sort this out and wondering if you know how to solve this issue with this particular modem config as I am sure there ton's of folks who don't want to tie down with a 24 month contract with Telstra, and love the idea of "No Contract" deals you guys offer.
Please help me get this working, if you can.
Thanks Greg
1 answer
Vanessa S.MATE Communicate
Hi Greg,
Our support team can definitely help with BYO modem configuration.
On the Telstra modems, you do not need to select the connection type - just enter the username and password in the Broadband page.
We would recommend contacting our support team on 1300 876 283 (press "2" when prompted) to assist.
Regards,
The MATE team
Gerhardasked
Hi
I would like unlimited data, fastest possible speed? No long term contract, no bundle. (nbs) - What's on offer? and please give me the total cost and no hidden extras and additional costs etc
Thanks
Kind Regards
Gerhard
[email address removed]
3 answers
Vanessa S.MATE Communicate
Hi Gerhard,
To check availability and advise what we can offer you, we will require your full address. We can then answer all of your questions.
Please contact us on 1300 876 283 and press "1" for sales, or email your full address to [email protected] so we can check and advise.
Regards,
MATE team
Hi - just in case you want my address to find out if NBN is available at my location - Yes it is (I have NBN running with a different provider. Can you now answer my question?
Vanessa S.MATE Communicate
Hi Gerhard,
The answer to your question depends on your address as the type of plans available will depend on the technology that services your premises.. Please contact us on 1300 876 283 and press "1" for sales, or email your full address to [email protected] so we can check and advise.
Regards,
MATE team
Mik.roksasked
Why is it that i have no internet for the second time now over a holiday, long weekend. And
Why is it that my internet provider has NO available technical or customer service for 2 days now ? SERIOUSLY... Am, how frustrating would you think this to be? To call your provider on any given sunday and hear recorded msg stating that I have called out side there operating hours and then the following day, Monday and still NO support..
Well I won't go on further to relay what I realy think about this executive decision but I will terminate my account to let you know how I feel.
Reg
Michael
4 answers
I can only speak as I find! Bad luck to have no internet and no one to fix it for you, on a long weekend. Just be careful who you decide to "contract" to. My daughter was without internet for two weeks with iiNet, (South African call centre). Optus and Telstra overseas call centres with some of their staff barely speak English!
Best of luck with your decision.
This would drive me crazy too. I think this might be their achilles heel. I expect that if enough people complain, and if enough leave, it may get Mate to reconsider and provide after hour support. It does not need to be 24hrs but at least on weekends and public holidays, when most working people would be available and require support.
Vanessa S.MATE Communicate
Hi Michael,
We will pass your feedback onto our management team.
We could easily offer 24/7 "support" if we decided to move this offshore, but this is not something we are willing to do.
There are significant costs associated with maintaining and operating a 100% local call centre, but we are always looking at ways to extend our support so watch this space.
Mattasked
Hey MATE I play video games alot and have a career on them but I have been having very unstable connection speeds lately and it makes it borderline impossible to play video games please help me as it is a big issue for me?
2 answers
Have you done any speed testing? And is your computer connected by ethernet cable or wifi? My router is located at the front of my house, and the living room at the rear was achieving really slow speeds (of like 4mbps). Turned out I needed a wifi extender placed halfway through the house to extend the signal from that point into the living room. It solved all my issues. Also, download the Ookla Speedtest app on your computer (if on Mac) or via the speedtest.net website. All the best.
Vanessa S.MATE Communicate
Hi Matt,
Sorry to hear this.
If you are experiencing issues please contact our support team on 1300 876 283 so we can investigate.
Takeo Nasked
Do you know the unlock wireless modem that can have capable to use Mate communicate ?
Is unlocked moderm + ADSL2+ have enough for this?
I also I am travelling within 9 days. Do you think I can take a delivery from Mate within the days?
1 answer
Vanessa S.MATE Communicate
Hi Takeo N,
We can confirm the NetComm NF18 modem we supply can be sent out within 1 - 3 business days.
Please contact us on 1300 876 283 and press "1" for sales, or email your full address to [email protected] so we can check and advise what we can offer at your address.
Regards,
MATE team
Takeo Nasked
Do you know which unlock wireless modem is cheap and have capable to use Mate Communicate ADSL ?
2 answers
I'm got the router supplied by Mate Communicate (Netcomm Wireless AC NF18ACV) as it was already programmed with the details for connecting to the network via Mate so was pretty straightforward- just plug and play. You can use other routers but this was the easiest solution for my timeframe.
Vanessa S.MATE Communicate
Hi Takeo N,
To recommend a modem and advise what we can offer you, we will require your full address.
Please contact us on 1300 876 283 and press "1" for sales, or email your full address to [email protected] so we can check and advise.
Regards,
MATE team
JKPasked
Hi, is your Mate supplied NBN modem locked to your network/ settings or can it be reconfigured? Thanks.
2 answers
Vanessa S.MATE Communicate
Hi JKP,
We can confirm our modem is unlocked and can be reconfigured if required.
To check availability and advise what we can offer you, we will require your full address.
Please contact us on 1300 876 283 and press "1" for sales, or email your full address to [email protected] so we can check and advise.
Regards,
MATE team
I don't think it's locked at all- you should be able to get into the router settings via your web browser like any other router and change the config to suit.
Tony Masked
Hi, we live at [address removed]
We already have FTTH in place (in a good position). We purchased a "twin" set of NetGear routers a year or so ago called "ORBI83", the second twin actually being a WiFi extender.
We are interested in "Best" Mates plan (50/40 mbps, with free phone calls to all Aust. landlines, Nat. calls and mobiles)
1. Is there an activation fee for us for 'Unlimited' GB
2. Can we:
a) have the new cable connection from FTTH connected to the Modem/Router somewhere in the upper level of the house? The existing Netgear Cable Modem (Optus) is situated (inconveniently) downstairs, a long way from the street - maybe not relevant?
b) keep our own (Optus) Netgear Modem plus NetGear (ORBI83) Router + WiFi Extender ?
c) keep my existing landline phone number?
d) keep our optusnet email address (important as it is registered extensively with many service providers)?
e) upgrade to the 100/90 mbps service at a later date (if necessary)?
1 answer
Vanessa S.MATE Communicate
Hi Tony M,
To check availability and advise what we can offer you, we will require your full address. We can then answer all of your questions.
Please contact us on 1300 876 283 and press "1" for sales, or email your full address to [email protected] so we can check and advise.
Regards,
MATE team
NewToPerthasked
I signed up with Belong (BIG MISTAKE) mid October and I still do not have internet at the new flat we moved to at the end of October.
I am now over one hour on the phone with someone who is clearly NOT from Australia and who has contradicted herself half a dozen times already and clearly does not know what she is doing or saying, all with excuses.
I want to go with another provider and the only one I have found that does not have so many negative reviews is you guys at Mate.
Would it be possible for me to move my Belong contract (12 months) to you guys? If so, what would be the process and how long would it take?
Thanks in advance Mate!
2 answers
If I understand it correctly, if Beling has failed to deliver on their contractual obligation, you have the right to get them to cancel their contract under the Australian Consumer Law 2010.
Optus has a similar issue with a mobile plan for me, they realised they couldn’t meet their end of the bargain and they closed me off with no penalty.
Vanessa S.MATE Communicate
Hi NewToPerth,
To check availability and advise what we can offer you, we will require your full address as we need to determine what we can offer you.
Please contact us on 1300 876 283 and press "1" for sales, or email your full address to [email protected] so we can check and advise.
Regards,
MATE team
Karen Casked
Please advise if your internet will be suitable for me? I only have ADSL line. Address is 2/1 Melaleuca drive, carrum 3197. I have my own modem.
Thanks
1 answer
Vanessa S.MATE Communicate
Hi Karen C,
To check availability and advise what we can offer you, we will require your full address as we need to determine what we can offer you.
Please contact us on 1300 876 283 and press "1" for sales, or email your full address to [email protected] so we can check and advise.
Regards,
MATE team
Raymond Casked
Other NBN service providers supply their customers free modems, I have to pay for a modem when I sign up with MATE Communicate?
1 answer
Vanessa S.MATE Communicate
Hi Raymond C,
The NetComm modem we provide is a mid-range device, this would be a much better device with a stronger Wi-Fi range than most modems included for "free" by other providers.
Also, we do not have any contracts so this is the reason our modem requires upfront payment, whereas other ISPs may include this over the duration of a 12 or 24 month contract.
To check availability and advise what we can offer you, we will require your full address as we need to determine what technology your premises will receive.
Please contact us on 1300 876 283 and press "1" for sales, or email your full address to [email protected] so we can check and advise.
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