Good for 6-9 months but poor thereafter
I was on Mate’s No Worries 500/50 broadband plan for 12 months. Good value for money & service for the first 6 months ($60/month & no lags); more expensive ($90/month) for the next 4 months but the service was still good (no lags); then a credit card surcharge ($0.90) was added for month 11 and the service declined (lags whilst streaming); then the cost went to $96 with a $0.96 surcharge for month 12 with significant lags whilst streaming. Added to this was their poor support via telephone (very long wait times & seemingly non-existent call back option), inaccurate billing/online balancing; and their cancellation process - you can’t cancel via e-mail or using the app/online account when convenient for you (can only cancel via telephone or LIVE CHAT when it’s operational).
Reply from MATE
Hey Matt, thanks for taking the time to share such detailed feedback, we really appreciate it. We’re glad to hear things started off strong, but we’re genuinely sorry your experience declined over time.
To clarify a couple of points: the credit card surcharge is a standard industry fee, but there’s always a fee-free option if you prefer — you can switch to direct debit via bank account at any time to avoid it. As for the lag and support delays, we completely understand how frustrating that would have been and we’re actively working to improve both network consistency and response times.
We’ve also taken on board your comments about the cancellation process. We want to make things simpler and more flexible for our customers. Thanks again for the constructive feedback, it really helps us do better.
Cheers,
The MATE team