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Looking to become a MATE?, Internet plans, Looking to become a MATE?, Looking to become a MATE?, Looking to become a MATE?, Mobile plans, Nearly a MATE?, Nearly a MATE?, Nearly a MATE?, Nearly a MATE?, Already a MATE?, Already a MATE?, Already a MATE?, Already a MATE?, Accounts & billing, Faults & outages | 7 September 2023
Does MATE offer priority assistance?
Short answer: No - MATE does not offer Priority Assistance. Priority Assistance is a service designed for people with life-t...
Internet plans, Looking to become a MATE?, Looking to become a MATE?, Nearly a MATE?, Already a MATE?, Faults & outages | 5 March 2021
What does "residential grade" internet service mean?
We can absolutely provide internet to businesses, but all MATE internet services are considered residential grade. nbn offer...
Internet plans, Looking to become a MATE?, Nearly a MATE?, Already a MATE?, Already a MATE?, Already a MATE?, Accounts & billing, Faults & outages | 1 August 2019
What is the Network Boundary Point (NBP)?
The Network Boundary Point (NBP) is the end of the network that nbn is responsible for — anything beyond that point is the resp...
Looking to become a MATE?, Internet plans, Nearly a MATE?, Already a MATE?, Already a MATE?, Faults & outages | 17 November 2023
How do I log a fault for my internet service?
Having internet issues? Here's how to report a fault Having trouble with your internet? We're here to help! You can quickly lo...
Looking to become a MATE?, Nearly a MATE?, Already a MATE?, Already a MATE? | 16 October 2023
What if my nbn fault appointment goes wrong?
If this is about an nbn installation appointment, please refer to this FAQ. If your nbn fault appointment goes wrong, here’s...
Looking to become a MATE?, Looking to become a MATE?, Internet plans, Nearly a MATE?, Nearly a MATE?, Already a MATE? | 23 November 2023
What happens after I buy a MATE modem?
When you purchase a modem/router from MATE, we’ll handle the hard part for you. Once you sign up: You’ll choose between...
Looking to become a MATE?, Internet plans, Nearly a MATE?, Already a MATE?, Already a MATE?, Already a MATE?, Accounts & billing, Faults & outages | 1 August 2019
What credit is offered for outages and faults?
In some situations, we may review a disruption for a goodwill credit to your account. Goodwill credits are not automatic and ar...
Internet plans, Looking to become a MATE?, Nearly a MATE?, Already a MATE?, Already a MATE?, Already a MATE?, Accounts & billing, Faults & outages | 1 August 2019
Will I always receive credit for my service being unavailable?
In some cases, we may apply a goodwill credit for verified network faults or outages. But this isn't automatic and won't apply ...
Looking to become a MATE?, Looking to become a MATE?, Internet plans, Looking to become a MATE?, Looking to become a MATE?, Nearly a MATE?, Nearly a MATE?, Nearly a MATE?, Nearly a MATE?, Already a MATE?, Already a MATE?, Already a MATE?, Already a MATE? | 27 October 2023
What are your live chat open hours?
Our AI support bot, Grace, is available 24/7 to assist you — and she's super helpful! If Grace can’t help with your specific...
