Getting connected or sorting out issues with your Mate internet service should not be hard. Knowing how to reach them helps things go more smoothly. Below you will find all the ways to contact Mate and what to expect.
Mate Contact Methods
Phone
You can call Mate on 13 14 13. This is the Mate internet contact number for all general support. Whether you have questions about your plan, speed, billing, or setup this number is your go-to.
Live Chat
Mate has a live chat option on their site. Go to LetsBeMates.com.au and click “chat to us.” The chat starts with Grace, the AI assistant. Grace can help with simple or common issues. If your issue is more complex, Grace will connect you to a real agent.
Another way to reach Mate is via email. Send your query to support@letsbemates.com.au. Email is good if your issue needs attachments or detailed explanation. You get a written record and can include things like screenshots, your account or address, or service fault details.
When Support is Available
Support hours matter. Mate’s support is open:
- Monday to Friday from 8:30 AM to 7:00 PM
- Saturday and Sunday from 9:00 AM to 5:00 PM
Calls, live chat, and email are all handled in those windows. Email messages sent outside hours are still accepted but answered in business hours.
Other Useful Information
Website and App
The Mate website has a self-help portal. You can check common questions there. The myMATE app lets you view usage, manage plans, see outages, check or update payment details, and contact support. It also sends notifications.
Complaints
If things go wrong, Mate allows you to raise a complaint by using the same contact methods above. Whether it is via phone, live chat, or email, clearly state you want to make a complaint. They have to follow up.
What Mate Plans Are Like
Knowing their contact details is helpful. Knowing what you are contacting them about is also good. Here is some background on their plans and what to expect so you can ask the right questions.
- Mate offers several NBN plans with unlimited data. They cover different speed tiers: for example NBN 25, 50, 100, 250 and in some areas even NBN 1000.
- Plans tend to have no lock-in contracts. That means you can cancel on a month-by-month basis without penalty.
- There are no setup or activation fees for many plans. Modem/router may be optional or you can bring your own.
- There are occasional promotions. For example a discount for first 6 months using code MATE30.
What to Say When You Contact Mate
Having the right info ready saves time. Before you call or write email, gather:
- Your account number or customer ID
- Your supply or service address
- Plan name or speed tier
- Description of the issue (e.g., slow speed, dropouts, billing)
- Screenshots or readings if available
If you use live chat and start with Grace, be ready to ask to speak with a live agent if needed.
Customer Reviews and Expectations
Mate gets praised for simple plans, unlimited data, no setup fees and Australian based support. There are some complaints about slow responses, dropouts, problems during peak usage times and speed not matching advertised speeds in user reviews. Knowing all contact methods helps when things go wrong. If one method is slow you can try another.
How Move-in Connect Helps
When you move house there is a lot to do. Move-in Connect can take care of setting up your Mate internet for you. We use your contact details and address, choose the plan that fits, do all the paperwork and arrange for activation. You don’t have to search for phone numbers or scan for contract terms. We provide you with Mate contact options, keep you informed when support or follow-ups are needed and make sure the service is working by move-in day.
