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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 point where the nbn® network ends — and where your responsibility (or your building’s) ...
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 trouble with your internet? We’re here to help. Before you log a fault, you can now run a few quick checks in the myMATE...
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?
Not always. While we may offer a goodwill credit in some situations, it isn’t automatic and won’t apply to every outage or faul...
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 chat assistant, Grace, is available 24/7 to help with common questions. If Grace can’t sort it, she’ll pass you to on...
