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Support and FAQs

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

How can I contact you, MATE?

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

If you call 1300 876 283 and all of our representatives are on the phone, our overflow service answers your call where you can leave a message regarding your issue or enquiry.

We then return your call. We aim to return all customer service calls within one (1) hour and all new sales calls within 24 hours, 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.

Our overflow service also allows you to leave your message with a real person, not a computer operated messaging system. Our overflow services operates 24 hours a day, 7 days a week so you can even leave a message when our support lines are closed.

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.

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.

I live in an apartment and my ADSL service is not working

For ADSL services in apartments or units, the carrier’s (Telstra) responsibility for the phone line that connects your service runs from the local exchange to the Main Distribution Frame (MDF), which is basically a communications hub at the bottom/back of your building.

The responsibility of the rest of the internal building wiring, from the MDF to your apartment/unit, is ultimately up to the Real Estate/Landlord.

If initial troubleshooting indicates a fault with your phone line, MATE’s technical support team will suggest to organise a private technician to check the line from the MDF to the first socket in your unit/apartment BEFORE we log a fault with the carrier. This is because an incorrect call out fee of $169.00 will apply if no fault is found on Telstra’s line or equipment when a fault is logged.

 

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 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
Service Class 2 The site is serviceable by fibre, PCD is installed, no NTD in place
Service Class 3 The site is serviceable by fibre, PCD and NTD are installed
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
Service Class 6 The site is serviceable by fixed wireless NBN, antenna and NTD are installed
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
Service Class 12 Site is serviceable by copper (FTTN or FTTB), jumpering is required
Service Class 13 Site is serviceable by copper, all infrastructure is in place.
 Service Class 20 Site is planned to be serviceable by hybrid-fibre coaxial (HFC)
 Service Class 21 Site serviceable by hybrid-fibre coaxial (HFC)
 Service Class 22 Site serviceable by hybrid-fibre coaxial (HFC)
 Service Class 23 Site serviceable by hybrid-fibre coaxial (HFC)
 Service Class 24 Site serviceable by hybrid-fibre coaxial (HFC), all infrastructure is in place.

Still having issues or have another problem? Contact a MATE from our support team on 1300 876 283.