Support and FAQs

Have a problem or question? Odds are the answers you seek are below.

How can I contact you, MATE?

Our operating hours are from 8.30AM – 7.00PM Monday – Saturday.

OUR SUPPORT TEAM IS CLOSED ON NATIONWIDE PUBLIC HOLIDAYS AND ON SUNDAYS.

MATE Communicate operates both sales and customer support services on a callback system.

If you call 1300 876 283 during our operating hours and all of our representatives are on the phone, you can leave a voicemail.

We then return your call. We aim to return all customer service calls within one (1) hour, though in busy/peak periods call back times may be longer.

We believe this call back system is the best method of responding to all enquiries as quickly and efficiently as possible. This also negates the need for you to wait on hold for excessive amounts of time.

Do I have direct debit setup on my account?

Your account is automatically setup for direct debit when you sign up.

All MATE Communicate plans are payable by direct debit via credit card or credit debit card ONLY.

Our payment options are Visa, MasterCard and American Express (AMEX). A 2.85% surcharge will apply for all AMEX transactions.

I have signed up and want to cancel my order

If you place an order with MATE Communicate and cancel the order due to change of mind, no refund will be provided if your order is in progress with the carrier.

An order is deemed to be “in progress” once you have received notification that the upfront payment has been processed.

What speeds will I get on an ADSL service?

It is almost impossible to quote what speeds you will achieve on an ADSL service.

ADSL can theoretically provide download speeds up to a maximum of 20Mbps to eligible customers in selected areas and up to 8Mbps in many other areas but average speeds achieved will likely be lower.

Actual speeds that you achieve on an ADSL service you will receive will vary due to a number of factors such as your distance from an exchange, the network connecting the exchange, your equipment and software and internet traffic.

Download speeds on devices connected via a Wi-Fi modem or network extender may be slower than on devices connected by Ethernet cable.

MATE Communicate delivers all ADSL services over the Telstra network. The minimum guaranteed speed by Telstra for ANY ADSL service is 1.5Mbps. Any speed over this is considered within specifications.

Why am I only eligible for #countrymates ADSL plans?

The zoning of ADSL services is determined by Telstra who own the copper network.

If Telstra classifies your address as a Zone 2 or Zone 3, this means you are only eligible for regional pricing which is our #countrymates plans.

If your address is classified by Telstra as a Zone 2 or Zone 3 you are not eligible for our #citymates plans as only addresses in Zone 1 are eligible for these plans.

Can I keep my phone number if switching my ADSL service to MATE?

MATE Communicate delivers all ADSL services over the Telstra network. We are unable to deliver our ADSL services on networks other than the Telstra network.

MATE Communicate is unable to retain your existing phone number if this phone number is not on the Telstra network. For example, if your phone number is on the Optus network, or the TPG network, you can’t keep your phone number and MATE can’t transfer your service.

What is the difference between ADSL2+ and ADSL1?

MATE Communicate will supply the best available ADSL service to your premises on the Telstra network.

If ADSL2+ is not available (no ports at the exchange), MATE Communicate will order an ADSL1 service. MATE makes no guarantees that ADSL2+ is available. MATE has no responsibility to inform you whether the service is ADSL2+ or ADSL1 in the ordering process as we simply provision the best possible service available.

There is no price difference between an ADSL2+ service and an ADSL1 service.

What are Telstra and the Customer’s responsibilities on an ADSL/Landline service?

ADSL / LANDLINE, Telstra & Customer responsibilities

Free Standing House with direct lead-line cable from the street to the house:

It is the carriers (Telstra) obligation, to ensure both the phone line and the ADSL Internet service are activated and working up to the Network Boundary. This is the line up to the first socket but not the condition of the wall socket, i.e if the cable has been disconnected from the wall socket or the wall socket is damaged you will need a private technician to resolve this at your own cost.

We can organise a Telstra technician to check the line from the Exchange to the Network Boundary.
Please be advised that an incorrect call out fee of $169 will apply if no fault is found on Telstra’s line or equipment and the service is already connected to the Network Boundary.

Apartment Block or multi dwelling unit (MDU) with a MDF (Main Distribution Frame):

It is the carriers (Telstra) obligation, to ensure both the phone line and the ADSL Internet service are activated and working up to the Network Boundary. This is the MDF (Main Distribution Frame) in an apartment block or multi dwelling unit.
As a customer you have the following options to resolve any fault on your service:

1. We can organise a Telstra technician to check the line from the Exchange to the MDF. We can ask the technician to make sure the service is tagged and tested on Telstra’s side at the MDF in your building.

Please be advised that an incorrect call out fee of $169 will apply if no fault is found on Telstra’s line or equipment and the service is already connected at the MDF.

# If Telstra find a fault with your service or the service wasn’t tagged at the MDF they will resolve the issue at no charge to the you the customer.

2. Alternatively you can organise a private technician to check the cable / line from the internal side of the MDF to the first socket in your premise.

The responsibility of the internal building wiring is ultimately up to the Real Estate/Landlord & Customer to keep maintained and in working order.

# If your private technician attends site and believes there is no tag and testing of the line at the MDF on the Telstra side then we will need your technician to provide photos and a detailed report stating this. We can organise a Telstra technician to check the line from the Exchange to the MDF. We can ask the technician to make sure the service is tag and tested on Telstra’s side at the MDF in your building.

Please be advised that an incorrect call out fee of $169 will apply if no fault is found on Telstra’s line or equipment and the service is already connected and tagged at the MDF.

If the Telstra technician advises that the line was not connected to the MDF and was not tagged correctly at the MDF on Telstra’s side then we may be able to dispute your private technician costs with Telstra.

Can I get an NBN Service at my premises?

NBN will be available to everyone eventually, the service is being rolled out across Australia in different stages.

Use the Check NBN availability button below to find out when the NBN will be rolled out to your neighbourhood.

Check your NBN Availability
https://www.letsbemates.com.au/availability/

Can’t find your address? Contact your new MATE on on 1300 876 283.

How can I change the speed of my NBN plan?

You can change the speed of your NBN plan by contacting us on 1300 876 283 or emailing support@letsbemates.com.au.

Please note that plan changes can only be actioned at the start of your next bill cycle. For example, if your billing date is the 6th of every month and you want to change your plan on the 15th of the month, the plan change can’t be actioned until the 6th of the following month.

Why do I need to pay for a New Copper Pair?

If applicable, an NBN New Copper Pair charge is $299.00.

This would apply for a Fibre to the Node (FTTN) or Fibre to the Basement (FTTB) connection where an active PSTN/ULL line is connected at your premises and the FNN/ULL of this active line can’t be provided.

In this case, an order for NBN can’t be placed on the active line, so a New Copper Pair installation would be required.

How long does it take to get an NBN connection installed?

We often get asked this question. The time it takes to get you connected to the NBN will vary based on how the NBN is delivered to your home and at what stage the NBN build is in your area. We’ll try to summarise as best we can.

When you order NBN online with us, if NBN is available in your area we order your service on the next business day.

If NBN has never been connected to your property before, usual time frames to obtain an activation appointment can vary from up to nine (9) business days to up to 19 business days. This can vary and can be quicker or take longer depending on the workload of the NBN technicians in your area and your properties NBN readiness. We always apply for the next available activation appointment unless you request otherwise.

If NBN Fibre to the Premises (FTTP) or Fixed Wireless has already been installed INSIDE your property then likelihood is we’ll be able to activate the next available UNI-D port on your NBN equipment within 1 -3 business days once ordered.

For new FTTP and Fixed Wireless NBN connections, an onsite appointment is required with an NBN technician where the required equipment will be installed at your premises.

If you currently have an NBN Fibre to the Node (FTTN) or Fibre to the Basement (FTTB) service at your property then likelihood is we’ll be able to transfer the service to us within 1 -3 business days once ordered.

For new NBN Fibre to the Node (FTTN) connections, in most cases a site appointment is not required. We will notify you when your activation appointment is set via email and SMS and the NBN technician will complete the appointment at your local exchange.

For new NBN Fibre to the Basement (FTTN) connections, an onsite appointment is required with an NBN technician where the NBN service will be installed in the basement of your premises.

Below is a summary of the NBN Service Classes:

Service Class Service Class Definition
Service Class 0 The site is planned to be serviced by fibre
Service Class 1 The site is serviceable by fibre, with no PCD or NTD in place. ETA for NBN technician installation is up to 14 business days
Service Class 2 The site is serviceable by fibre, PCD is installed, no NTD in place. ETA for NBN technician installation is up to 9 business days
Service Class 3 The site is serviceable by fibre, PCD and NTD are installed. ETA for connection is 1 – 3 business days (No NBN technician visit required)
Service Class 4 The site is planned to be serviceable by fixed wireless NBN
Service Class 5 The site is serviceable by fixed wireless NBN, no antenna or NTD in place. ETA for NBN technician installation is up to 19 business days depending on location
Service Class 6 The site is serviceable by fixed wireless NBN, antenna and NTD are installed. ETA for connection is 1 – 3 business days (No NBN technician visit required)
Service Class 7 The site is planned to be serviceable by satellite (SATELLITE NOT AVAILABLE WITH MATE)
Service Class 10 Site is planned to be serviceable by copper (FTTN or FTTB)
Service Class 11 Site is serviceable by copper (FTTN), copper lead-in required. ETA for NBN technician installation is up to 14 business days
Service Class 12 Site is serviceable by copper (FTTN or FTTB), jumpering is required. ETA for NBN technician installation is up to 9 business days
Service Class 13 Site is serviceable by copper, all infrastructure is in place. ETA for connection is 1 – 3 business days (No NBN technician visit required)
 Service Class 20 Site is planned to be serviceable by hybrid-fibre coaxial (HFC)
 Service Class 21 Site serviceable by hybrid-fibre coaxial (HFC). ETA for NBN technician installation is up to 15-20 business days
 Service Class 22 Site serviceable by hybrid-fibre coaxial (HFC). ETA for NBN technician installation is up to 15-20 business days
 Service Class 23 Site serviceable by hybrid-fibre coaxial (HFC). ETA for NBN technician installation is up to 15-20 business days
 Service Class 24 Site serviceable by hybrid-fibre coaxial (HFC), all infrastructure is in place. ETA for connection is 5 – 10 business days (No NBN technician visit required)
What is the difference between 2.4Ghz and 5Ghz Wi-Fi on my modem?

The primary difference between the 2.4 GHz and 5GHz wireless frequencies is range as the 2.4GHz  frequency can reach further than the 5GHz frequency.

If you are more concerned with the coverage, you should select 2.4GHz rather than 5GHz.

The second difference is the number of devices on the frequencies. 2.4GHz suffers more interference than 5GHz.

1. The older 11g standard only uses the 2.4GHz frequency, majority of the world is on it. 2.4 GHz has fewer channel options with only three of them non-overlapping, while 5GHz has 23 non- overlapping channels.
2. A lot of other devices are also on the 2.4 GHz frequencies; the biggest offenders are microwaves and cordless phones. These devices add noise to the medium that can further decrease the speed of wireless networks.
In both aspects, choosing to deploy on the 5GHz frequency is the much better option as you have more channels to use to isolate yourself from other networks and there are far fewer interference sources.

Summary:
1. 5GHz has a shorter range compared with 2.4GHz;
2. The 2.4GHz frequency is way more crowded than 5GHz, devices on 2.4GHz suffer much more interference than the ones on 5GHz;
3. Fewer devices can use the 5GHz channel than the 2.4GHz channel.

If there is too much interference around and your devices support 5GHz, it’s recommended to use 5GHz wireless network, otherwise select 2.4GHz.

Do MATE provide an email address?

MATE do not provide any email address or any email service.

If you currently have an email address from an alternative ISP, we recommend using a free email service such as Gmail or Outlook.

Helpful links for migrating to a new email address:

How to migrate to Gmail

Export or backup email, contacts, and calendar to an Outlook .pst file

Import email, contacts, and calendar from an Outlook .pst file

Promo Code Terms and Conditions – YEAHMATE

This promo code YEAHMATE is only applicable to NEW customers connecting for the first time with MATE Communicate at a particular address.

The promo code YEAHMATE is not available for existing MATE Communicate customers.

The promo code YEAHMATE can’t be used in conjunction with any other promo or discount offer.

The promo code YEAHMATE can’t be used via third-party sales channels such as iSelect and Compare Broadband.

If you were referred by another MATE Communicate customer you are not eligible for the YEAHMATE promo.