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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?
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?, 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?
Any downtime credit is awarded from when a fault is first logged with MATE to when the network provider advises that they have ...
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?
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?, 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
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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...
