back to MATE site

Essentials Training – 01/06/2023 FAQ

MATE Knowledge Base | 2 June 2023

Hi ACN!

Thanks for coming out to our presentation last night, it was awesome to see you all and to present our latest offers and business updates. We really appreciate your efforts and time.

I hope I answered most of your questions last night, but for any other questions in the chat that I was unable to get to, please see my response to the following.

Fibre Upgrade Costs? – There are no up front charges to a customer to begin the fibre upgrade process. Depending on the technology, I.e FTTN, FTTB there are 3 plans the customer can choose from: 100/20, 100/40 and the 250/25, the customer can choose to be on either of those plans, but MUST remain a customer at that address for a minimum of 12 months, there is a $220 cancellation fee if they change to a lower speed or even move address within the 12 month period.

If the customer is moving from FTTC (Fibre to the Curb) There is only one plan available: 250/25. If the customer downgrades there speed or moves/cancels their NBN service within 12 months, they WILL incur a $220 fee. If your customer wishes to discuss the fibre upgrade once it’s available for their address, please get them to ring our existing sales department on 13 14 13.

Faster NBN Plans? – At this stage we don’t have an update for any plans higher then the current 250/25 plan, however, it has been raised on many occasions and we are looking to provide more plans in the future.

International Roaming? – International roaming is not available on any MATE mobile plan as this is currently not provided to us due to Telstra wholesale. This may change in the future.

Old SIMS? – Any SIM cards that are not in the format of 4000 0000 0000 0 will no longer work due to changes to our CRM, you can purchase new SIMS through the following link.

Telephone/VoIP? – Our VoIP services are residential ONLY, for a smoother transfer of VoIP, please click here

Make a payment in selfcare/MyMATE? – This option is available on both our selfcare page and our APP.

ACN NBN Exclusive Plan? – We’ll put this one forward to the powers that be for the future and see if this can be achieved.

Family Bundles? – Same as above.

Add Service? – When a customer has added a new mobile order to their account using the MyMATE app or Selfcare portal, they can then allocate their SIM card once they have clicked on the My Orders tab. Follow this link for a video guide on how to allocate a SIM card

eSIM? – eSIM is definitely in the pipeline, more on that to come.

Auto Configuration? – This will be enabled on all or most modems. Some modems that are locked to a previous ISP may work when this is available, however, if you are unsure if a modem will work, don’t hesitate to contact the IBO support line or Live chat.

Data Banking? – Data banking is still available.

Thanks for the questions, we are hard at work now with the new promo launch so feel free to call the 1300 952 675 IBO Support number to speak to myself or Sam(Sandro) if I have missed anything or if any other questions arise.