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looking to become a MATE?, nbn internet, looking to become a MATE?, looking to become a MATE?, looking to become a MATE?, mobiles, 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?
MATE does not offer Priority Assistance. Priority Assistance is a service designed to help people with life-threatening medi...
nbn internet, 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 definitely provide internet for businesses but all MATE internet services are classified as residential grade. nbn of...
nbn internet, 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-point of the network and where our network provider’s responsibility ends. Any issu...
looking to become a MATE?, nbn internet, 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? | MATE
NOTE: If this is regarding an nbn installation appointment, please refer to this FAQ. If this is regarding an nbn fault appo...
looking to become a MATE?, looking to become a MATE?, nbn internet, nearly a MATE?, nearly a MATE?, already a MATE? | 23 November 2023
what happens after I buy a MATE modem?
MATE offers a TP-Link VX230v Wi-Fi modem router that you can purchase upon signup. We'll pre-configure your modem/router rea...
looking to become a MATE?, nbn internet, 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?
Any downtime credit is awarded from when a fault is first logged with MATE to when the network provider advises that they have ...
nbn internet, 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?
Credit can not be provided if a fault or service disruption is deemed to be outside the Network Boundary Point (NBP) or is an i...
looking to become a MATE?, looking to become a MATE?, nbn internet, 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...
