MATE nbn Peak Speeds Improving?

drinkin-beer on 24/07/2022 - 06:16
Last edited 24/07/2022 - 11:24 by 1 other user

Was just about to leave MATE due to attrocious peak speeds widely being reported here on Ozbargain. This week I got a text message addressing this topic saying that they were working on it. Later that day I received another saying that the issue has been resolved.

To my surprise peak speeds actually seem to be improving. I have been testing around 85mbps during peak instead of about 10mbps. Anyone else noticed any improvement?

I also received an email yesterday saying that they were sorry and that they are leaving their provider (did not name Vocus but I assume this is what they meant) and are building their own network.

I welcome this news as long as my bill doesn't increase. Guessing it will eventually though as a cost of this new network. If they end up raising prices this might be the final nail in the coffin for me. The value aspect is the only thing keeping me with them at the moment.

Internet Broadband nbn

Related Stores

Mate Communicate
Mate Communicate

Comments

  • rabid_monkey on 24/07/2022 - 07:59

    Only marginally better for me this morning. Although it’s not exactly peak time! I’m on 100/40 and getting 21/4. It’s been like that for days and I’m about to jump ship of nothing improves today.
    There might be some caching going on as the 1st time I run the test it’s slow as hell, but if I rerun things start speeding up. Streaming has been horrific.

    • drinkin-beer on 24/07/2022 - 14:43

      You are right though, I did notice this. First test is crazy slow and then second one I much more respectable.

      I am familiar with caching but unsure as to how this could happen on an ISP level. What exactly could they be caching to have this result?

  • brendanm on 24/07/2022 - 08:42

    Couldn't even stream 1440 YouTube last night for me.

  • QuickdraW on 24/07/2022 - 09:01
    +5

    I'd rather spend the extra money for a reliable connection, dealing with crappy internet isn't worth it.

  • Tomcruise on 24/07/2022 - 09:50

    Never had spped issues with them.
    FTTP 100/20.
    Whenever i check, it's always 90+mbps.

    • drinkin-beer on 24/07/2022 - 14:45

      What connection type do you have?
      I used to have FTTB and it was great!

  • denzele on 24/07/2022 - 09:52
    +1

    Not good enough for me . I changed provider . Disappointed how they handle all of this.

  • Jake17 on 24/07/2022 - 10:45

    I have 250/25 (I think 25 up) from telstra. Paying only $90 a month and it's regularly at 270 down, on hfc. Never really had issue unless they were working on the cables out front. But I assume it wouldn't matter who I was with. It'd be a dropout either way

    • djsweet on 24/07/2022 - 11:59

      How’d you manage that? I’d be keen

      • Jake17 on 24/07/2022 - 13:49

        Asked for a discount on the 100mb plan. They gave me a $20 one. Then at the start of last year (I think) they gave a free speed boost for 100mb customers to the next tier that was meant to be 6 months and got extended by 3 more. But they haven't removed it. I still get the $30 bill credit for that. I ain't bringing it up to them just in case it was a oversight and they missed it

  • Cheaplikethebird on 25/07/2022 - 16:46

    Are you able to do an FTP download from an OS server and let me know what you maxed out at? Mine were permanently gimped when I was with Mate.

  • organamisms on 25/07/2022 - 17:32

    My connection's slowed considerably in the last few days - struggling to even load Reddit/OzBargain. Today it disconnected multiple times within 1 hour while I was working from home. No apparent outages reported by Mate or Vocus.

    Not feeling great about sticking with them, looking for more reliable ISPs in similar price range if anyone has recommendations!

  • firestormx on 25/07/2022 - 21:21

    Peak hour speeds are really slow after switching over to them on Saturday. Anyone managed to get their first month refunded under their risk-free policy?

  • rabid_monkey on 25/07/2022 - 21:47
    +1

    In case you missed it, here’s the “we’re sorry that we we shat the bed” email:

    “MATE started six years ago as a family business in Western Sydney. Thanks to customers like you, we have grown to become one of Australia’s largest privately-owned service providers with these same family values.

    We know that COVID-19, lockdowns, inflation, interest rates and other world events are all adding stress to our daily lives. When it comes to essential services, like the internet, you just need it to work.

    We are reaching out to let you know that MATE is currently "under renovation" in order to create a better service for our customers.

    Our goal with this renovation is to:

    Improve our network to deliver a better experience for our internet customers;
    Improve and enhance our systems so you can self-manage your services;
    Continue to deliver the products and services you need, with the great value and service you deserve.

    What has happened?

    Recently, we made a decision to move our nbn internet network from a third-party wholesale provider to a new network built and managed by MATE. This means that MATE no longer resells internet provided by another company, but literally makes the internet we sell.

    You can find more specific details about what this means for you, including questions and answers, here.

    As a result of this renovation:
    Some of our customers may experience intermittent issues with their internet service;
    Our support wait times when contacting us by phone, email or live chat may be longer than what you have come to expect.

    We're sorry, and here's how we'll fix it

    To any customers affected by these issues, we want to say that we are genuinely sorry. We know that this is not what you should expect from us, but rest assured that our team are working above and beyond to ensure these issues are kept to a minimum.

    We are constantly optimising our network to resolve any issues and ensure that your favourite movie streams properly, your gaming experience is fun, and you can access the internet whenever you need it.

    In the coming weeks, we will significantly increase our available staffing resources right here in Australia so we can answer your calls, respond to your emails, and speak to you on live chat in the shortest possible time. This has been a real challenge for us due to recent COVID outbreaks.

    We guarantee you that we will be working harder and smarter to continually deliver the customer experience that MATE has always strived for.

    Once again, we sincerely apologise for any issues you may have recently experienced. Thank you for your patience during this transition period and thank you for choosing MATE as your internet provider.

    Mark and David Fazio
    MATE Co-CEOs”

  • rabid_monkey on 25/07/2022 - 21:53

    I appreciate they’re honesty, but I’ll have to bail if I keep getting 240p streams on Netflix and 0.3/2Mbs (via speedof.me just now)

  • blackfalcon53 on 25/07/2022 - 22:16

    I swapped to Superloop today, such an improvement straight away.

    Even after the speed came back for me with Mate I was still having issues streaming anything. Speed tests would said I was getting 85mbps down, but Stan and Netflix would be in 480p.

    Beyond that I kept having websites being really slow to connect, like once they started loading worked fine but would take ages to start loading often relying refresh. And my ping was way up.

    Overall a pretty poor show from Mate to only inform customers after the change.

    The icing on the cake is they don’t do pro-rata refunds, so unless you can time your exit perfectly you’ll always be loosing some money. They also make it clear even if your transfer out is one day into your next billing period your get changed the entire month.

    • drinkin-beer on 26/07/2022 - 05:17

      They used to do pro rata refunds. Do they not do it if you leave them or something?

      rabid_monkey is right. The first initial speed test runs at about 10mbps for me and then the second one runs a perfect 95mbps. Something fishy going on here. I might swap to superloop as well.

    • firestormx on 26/07/2022 - 12:37
      +2

      I just moved to Superloop myself as well. I got my first month refunded under their risk-free guarantee as I was only connected for 4 days.

  • fozzie on 28/07/2022 - 11:19

    It's very bad for me usually between 6-9 pm (when all the family is watching things or being online) No improvement and ending my service on 1st August. Very disappointed in them, they used to be great

  • tencents on 30/07/2022 - 09:26

    Gave them a week, they said things resolved but went back to crappy speeds. I had enough and switched to Exetel. Speed was back to consistent and enjoying the 5 speed boost per month.

    • drinkin-beer on 30/07/2022 - 18:54

      You liking exetel so far? Pretty close to swapping to them.

      Either that or superloop but guessing since superloop bought them it's much if a muchness.

      • tencents on 03/08/2022 - 19:37

        was going to go superloop too, but ported mobile to exetel too and save additional $5

  • hanzyman on 30/07/2022 - 19:19

    Tried to give them the chance to get things right, but it looks like it’s still far off.

    Switched to Leaptel and couldn’t be any happier.

  • peterpeterpumpkin on 03/08/2022 - 21:37

    I thought it was getting better in the evenings, but then I noticed it was getting even worse later in the night.

    Just switched over to Superloop today and the difference on foreign websites is night and day. Still early days though. And just like everyone predicted, I'm getting a lower value for speed tests on Superloop (43-48, vs a consistent 40 with MATE) but the download speed is undeniably faster right now. It is especially noticeable on foreign streaming websites.

    Some people have previously theorised that MATE and/or Vocus throttled websites that pirated movies, or "adult" websites, but it may just be the fact that those websites are hosted overseas.

  • JuryWheel on 15/08/2022 - 21:31
    +1

    Switched to Superloop and all fixed for me (literally took 10 mins)

    • drinkin-beer on 16/08/2022 - 05:21

      Yep this is what I am going to do as well.

    • rabid_monkey on 16/08/2022 - 08:05

      The support team said they did something, but it did nothing. Did the same as you and jumped to Superloop after a week or so. Yup 10mins and all my issues gone.

  • DemocracyManifest on 23/08/2022 - 18:05

    I don’t understand why they did a new user promo if all these issues were happening, it should have been rescheduled

Login or Join to leave a comment
Login Join