MATE Bewertungen 1’927

Antwort von MATE

Vor 7 Stunden

Hi Kevin, we’re really sorry to read this and can understand how frustrating that experience would be.

Constant dropouts combined with an interaction that felt rude or dismissive isn’t acceptable, and that’s not the level of service we aim to provide. Being asked to call back without proper help would only add to that frustration.

We’d like the chance to properly review what’s been happening with your connection and how your enquiry was handled. Please reach out to our support team so we can investigate this further and escalate where needed.

Cheers,
The MATE team

Antwort von MATE

7. Apr. 2026

Hi there, we’re sorry to hear this has been your experience.

We understand how frustrating price changes, cancellation timing and service dropouts can be, especially when it doesn’t feel convenient or fair from your side. That’s not the experience we want for our customers.

Just to clarify, billing cycles and cancellation terms are outlined upfront, but we know that doesn’t make it any less frustrating when timing doesn’t line up the way you’d expect.

If you’re open to it, we’d like to take a closer look at your service and see what’s been happening with the dropouts as well.

Cheers,
The MATE team

Antwort von MATE

17. März 2026

Hey Stephen, thanks for your honest feedback.

We’re really sorry to hear this is how you’re feeling, especially as a long-term customer. That’s not the experience we want anyone to have, and it’s disappointing to hear you feel let down.

We genuinely care about our customers and the service we provide, so feedback like this is important for us to reflect on and improve.

Cheers,
The MATE team

Antwort von MATE

17. März 2026

Hey David, thanks for sharing your experience.

We’re really sorry to hear about the latency issues you experienced, especially with gaming and video calls — we know how frustrating that can be. It’s clear you put a lot of time into trying to get it resolved, and we’re sorry we didn’t get that outcome for you.

We understand you’ve moved on, but we do appreciate the time you spent with MATE and your feedback. It helps us continue to improve.

Cheers,
The MATE team

Antwort von MATE

17. März 2026

Hey David, thanks for taking the time to share your feedback.

We’re really sorry to hear about your experience and understand how frustrating it can be when things don’t work as expected, especially around pricing changes and app functionality. There is currently a known issue impacting data usage display in the app that’s being worked on as a priority.

We’d really like the chance to look into your concerns properly and help turn this around. Please reach out to our support team so we can investigate this further with you.

Cheers,
The MATE team

Antwort von MATE

11. März 2026

Hi Mat, we’re sorry to hear about the ongoing dropouts and the frustration around IPv6. That’s certainly not the experience we want for our customers.

IPv6 availability can depend on router configuration and firmware compatibility, but constant dropouts shouldn’t be happening and deserve proper investigation. We’d like the opportunity to look into both the stability of your connection and the IPv6 setup.

Please reach out to our support team on 13 14 13 or via support@letsbemates.com.au so we can work through this with you.

Cheers,
The MATE team

Antwort von MATE

3. März 2026

Hi Yang, we’re really sorry this was your experience.

While outstanding balances do need to be resolved before hardware is dispatched, the communication and overall experience should have been clearer and more supportive. We also understand how the shipping timeframe and delay in a manager callback would add to the frustration.

We’d genuinely like to review what happened here and make sure it’s handled properly. If you’re open to it, please contact us on 13 14 13 or via support@letsbemates.com.au so we can investigate this end to end.

Cheers,
The MATE team

Antwort von MATE

Aktualisiert am 11. Feb. 2026

Hi Irene, we’re really sorry to read this. Two weeks without internet and no response to emails or live chat is incredibly frustrating, and that’s not the level of support we aim to provide.

We don’t ever want customers feeling ignored. If you’re open to it, please contact us on 13 14 13 so we can urgently review what’s happened and make this right.

Cheers,
The MATE team

Antwort von MATE

20. Jan. 2026

Hey Stevie, we’re really sorry about the long wait and the frustration this caused. Sitting on hold for an hour isn’t okay and we apologise for the wait.

We do want to help get this sorted properly. If you’re able to reach out again, our support team can assist with the eSIM transfer and make sure it’s done smoothly. We understand why you’re annoyed and appreciate you calling it out.

Cheers,
The MATE team

Antwort von MATE

5. Jan. 2026

Hi Paul, thanks for taking the time to share this, and especially for being with us for over eight years. That kind of loyalty really matters, which makes it even more disappointing to hear how this played out.

Going from years of stability to constant dropouts is frustrating enough, but being advised to replace your modem and then still having the issue unresolved is understandably upsetting, particularly after spending that kind of money. That’s not the outcome we want for any customer.

Connection faults like this can be difficult to pin down and can involve multiple factors, but we know that doesn’t make the experience any easier when you’re the one dealing with the impact. We’re genuinely sorry it reached the point where you feel forced to switch providers.

If you’re open to it, we’d be happy to review what was checked and how this was handled, even if you’ve already moved on. You can reach us at support@letsbemates.com.au or on 13 14 13 and we’ll take another look.

Thanks again for the many years you spent with MATE, and for being honest about your experience.

Cheers,
The MATE team

Antwort von MATE

5. Jan. 2026

Hi Damian, we’re sorry to hear this has been your experience.

Ongoing packet loss and ping spikes are frustrating, especially if you’re gaming or relying on a stable connection, and we understand why that would lead to this level of disappointment.

To be clear, we don’t require customers to purchase a MATE supplied modem, and recommending a modem is never intended as a blanket fix. Troubleshooting equipment is only one step in diagnosing stability issues, and many customers successfully use their own hardware.

If you’re open to it, we’d like to properly review what’s been happening with your service and the advice you were given. You can reach our support team on 13 14 13 or email support@letsbemates.com.au so we can take a closer look and make sure the right checks are done.

Thanks for sharing your feedback, we take concerns like this seriously and use them to improve how we support our customers.

Cheers,
The MATE team

Antwort von MATE

23. Dez. 2025

Hey Charlotte, we’re really sorry to hear this, that would be incredibly frustrating and it’s not something you should have to deal with.

Having to turn Wi-Fi off just to receive emails points to a local network or connection issue, and it’s something our team can help diagnose and fix rather than you being left to work around it. We understand why you’d be fed up, especially at this time of year.

Please reach out to us on 13 14 13 or email support@letsbemates.com.au and we’ll take a proper look at what’s happening and see if we can get this sorted before you make any decisions.

Thanks for calling it out, we do want to help.

Cheers,
The MATE team

Antwort von MATE

16. Dez. 2025

Hey William, thanks heaps for the great feedback.

Awesome to hear John went above and beyond to get your internet sorted and that everything’s been running smoothly since. That’s exactly what we love to hear.

Really appreciate the recommendation too, especially for anyone who wants things kept simple and stress free.

Cheers,
The MATE team

Antwort von MATE

9. Dez. 2025

Hey there, really sorry to hear you feel this way. This is not the experience we want any of our mates to have, especially when you’re dealing with dropouts and just need clear help to get things fixed.

We never want to come across as hiding behind policies. Our job is to work with you and with the nbn to get your connection stable, and if that hasn’t been your experience, we need to look into it.

If you’re open to it, we’d like to take a proper look at what’s been happening with your service and work through the right steps to get this sorted. You can reach us on 13 14 13 or email support@letsbemates.com.au and we’ll make sure it’s followed through properly.

Thanks for calling it out, we want to do better for you.

Cheers,
The MATE team

Antwort von MATE

3. Dez. 2025

Hey David, really sorry to hear things have been this frustrating. This is not the experience we want for any of our mates.

Connection dropouts can be caused by a few different things across the nbn network and the in home setup, and it sounds like we have not given you the clarity or stability you should expect. We want to turn this around for you.

If you’re open to it, please reach out to our team so we can take a proper look, escalate the fault again and make sure the right checks are done end to end. We won’t leave you stuck in a loop.

We appreciate the feedback and we’re here to help get this sorted.

Cheers,
The MATE team

Antwort von MATE

19. Nov. 2025

Hi Dylan, we are really sorry to hear about the experience you described. That is not the level of service or communication we aim to provide.

Payment reminders should only be sent when a charge actually fails, so the situation you have described is not normal and should not have happened. We also apologise for the delay in receiving an email response and for the frustration caused by the router issues you experienced. Your feedback makes it clear we did not get things right for you.

We understand you have already moved to another provider, but we will still be reviewing your case internally to make sure the payment notifications and account handling are corrected so this does not happen to anyone else.

Thanks for taking the time to share your experience and we are sorry again that we let you down.

Cheers,
The MATE team

Antwort von MATE

19. Nov. 2025

Hi Jackson, we’re sorry to hear about the situation with your father and we understand why you’re upset. We do want to clarify a few important points though.

Our signup flow, activation emails and service notifications all outline that billing begins once an NBN service becomes active, regardless of whether the customer has completed their in-home setup. We’re always available to help with configuration and troubleshooting, but we do rely on customers or their authorised representatives contacting us so we can assist.

We would never knowingly take advantage of anyone, including customers with additional support needs. If your father had reached out, our team would have been more than happy to guide him through the setup or escalate the matter if required.

We’re happy to review the account to ensure everything has been handled correctly. If you’d like us to do that, please contact our support team and we can take another look.

Cheers,
The MATE team

Antwort von MATE

28. Okt. 2025

Hey Ian, we’re really sorry to hear about your experience, that sounds incredibly stressful, especially with your business being affected.

When moving from another provider, the existing connection must remain active until the transfer is complete, otherwise nbn automatically cancels the order and we can’t complete a transfer.

We appreciate you sharing your feedback, it helps us make sure other customers don’t go through the same confusion.

Cheers,
The MATE team

Antwort von MATE

28. Okt. 2025

Hi F C, we’re genuinely sorry to hear about your experience, that’s not how we want any of our customers to feel, especially when they’re already under financial stress.

We absolutely take financial hardship seriously and have a dedicated Payment Assistance Policy designed to support customers in tough times. What you’ve described shouldn’t happen, and we’d really like to review your case to make sure it’s handled correctly.

If you’re open to it, please reach out to our Payment Assistance team at support@letsbemates.com.au so we can look into this properly and make things right.

Cheers,
The MATE team

Antwort von MATE

28. Okt. 2025

Hey Sam, we’re really sorry to hear about the experience you’ve had, that’s definitely not the service we aim to deliver.

What you’ve described isn’t typical of our 500/50 plan. While some causes can stem from modem setup or Wi-Fi interference, we never want to leave customers feeling blamed or unsupported, that’s on us to help diagnose and fix.

We appreciate your feedback and will use it to continue improving both our technical support and communication.

Cheers,
The MATE team