14,868 reviews
Had some issues with another provider and joined superloop. Shiraz in their tech department had me up and running literally in 30 seconds. The internet worked right away and it’s twice as fast and half the price of my last provider. Thanks Shiraz and superloop Show details
Changing provider was super fast and activated within 15min. A minor glitch with my modem settings meant it didnt work right away. Tech support talked me through re-setting my modem and now everything is working smoothly. After ongoing problems for months with iinet and daily phonecalls to them with woeful service, Superloop have fixed my issues Superfast! Show details
Liddian (IT Technician) was extremely patient, helpful, and knowledgeable throughout the entire process. He took the time to explain everything clearly and ensured I understood each step. He mare sure I was completely satisfied before hanging up. I was very impressed with the level of service and professionalism provided.
Reviews with attachments
Excellent Customer Service and actually lighting speed Internet Current speed test 981/106 Show details
Very effective, patient, fast to solve the issues and willing to help
I would like to provide feedback regarding my recent experience transitioning from Exetel to Superloop. The Positive: > I want to highly commend Deshan Ududeniya for his exceptional support. After I had been without internet for nearly three days, Deshan was the only one who professionally and patiently diagnosed my network issues. He… Read more
systematically identified the connection errors between my devices and the Netcomm modem, and successfully guided me to switch to my eero router. He also provided a clear and detailed analysis of my plan options. His expertise and customer-centric approach are the reasons I am now back online.
The Complaint & Request for Compensation: However, the overall migration process was far from satisfactory. The specialist who handled my transfer failed to disclose that there would be a significant service gap (over 48 hours). I was led to believe the transition would be seamless. Consequently, I was left without internet for nearly three days, forcing me to rely on my mobile data at my own expense and causing considerable inconvenience. While I am grateful for Deshan’s help, I request Superloop to provide a credit or compensation to my account for the downtime and the additional data costs incurred due to the lack of clear communication during the sign-up phase.
Above and beyond service. She Fixed a 2 old year issue with our router. We had bought our own router to this service and had never changed the router settings, we didn't know that was a thing. After two years of dealing with this and not thinking the internet was very reliable, this person spending an extra few minutes to investigate and give me a hand has left us with incredible internet. Thank you!! Show details
Ultra fast. Best sevice for over 3 years from superloop. I would share my friends code both we get 10% discount for 6months. SLC-798739 Saved so much money and still using telstra modem with superloop.
I have been using Superloop for my ISP on the NBN for the past 2 years. Internet speed is not always near what I pay for, however that is probably more to do with the size and structure of our house. As far as service goes, they are easy to get technical support, and their technicians are first rate, able to solve problems over the phone. I very… Read more
recently had an issue connecting a mesh system to a new router, and Warren was able to fix the issue within a few minutes. Great service.
Top load great customer service skills highly recommended A+ he needs a pay rise
Call was answered in a timely manner, issues were identified quickly and testing was thorough to ensure all possible faults were addressed throughout the call. Ethernet speed and wifi speed returned to their desired output. Connection speed began to slow and was rectified. Service was prompt and professional. Show details
I have spoken to representatives from Superloop 3 times and have been impressed each time. The staff were friendly and helpful every time. Wait times on the calls were also low. First call was to connect my service as the address was not showing up in the system for a new estate. The staff member was able to sort it quickly and organise a… Read more
technician to connect me. The second call was when I was having trouble connecting to my new service. I was walked through troubleshooting and at the conclusion the problem was escalated to the hardware provider and the problem was solved within a couple of days even though it was a long weekend. I asked for credit for time the service was down and that was given.
Communication was clear and prompt. Now the service is up and running speeds are good.
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Called up Superloop Activations Team and a support agent named Thushal Alahakoon handled my complex case professionally. Many thanks to Thushal and Superloop. Very happy with the service. Done an internet speed test and got over 2000Mbps download on HFC. Show details
I’m in a call with Harris, the called started with slow internet problem. Harris is very nice and kind on the phone, he talks to customer in a very friendly way that help me calm down and went through some troubleshooting steps with him. He has very deep knowledge on a broad range of network devices. We had internet problem since Friday last week,… Read more
he read though the case history and help investigate further. Eventually after we power off and on the NBN box, the network problem is resolved. He saved my day. Now we have very fast internet, thanks to Harris. I hope this message can be shared with his supervisor so that his good work can be recognised! Very happy with Harris support and will highly recommend Superloop to all my friends.
Kalana was excellent in suppprting me and helping me set up my wifi connection. Very fast and efficient Show details
i wish that i can met him on the first call, thank you soo much for your help
Very knowledgeable, thank you for the assistance. System is working now thank you for your help talking me through the issue I had.
Very goid very good I like very much great service Show details
Latest follow-ups
I joined Superloop on a 500Mbps plan. I only had speeds of between 100 and 200. They sent a NBN technician to my house that told me my NBN box was ancient and needed a new part to allow faster speeds. He told me to inform Superloop and they will… Read more
order the part. However when I rang Superloop they downright refused to upgrade my NBN box and told me to put up with slow speeds. I then cancelled the service within the 7 day cooling off period and they have the hide to charge me $79 for a month of internet which I never used. Also as their technical staff hardly speak English. I also wasted 4 hours on the phone to 4 different people and struggled to understand what any of them were saying. I would not recommend Superloop if you value your sanity!
Follow-up · After complaining to NBN and my new provider (Spintel) I was able to get the 1 port NTD upgrade installed in my NBN box. Now I achieve the speeds I am paying for. Something Superloop refused to do.
I received a call purportedly from Telstra. I.let them waffle on to find out what it was about. It was a phishing expedition. I hung up & quickly rang SuperLoop to check whether my connection had gone from Private to Public . Shenith, after… Read more
verifying who I was very thoroughly, confirmed my connection was still Private. He was very informative & helpful.
Follow-up · I have had a few more dealings with Superloop, all of which have been excellent. I got another call again supposedly from Telstra. I just told them they were talking rubbish (or words to that effect) & hung up. When switching my power company, the inevitable offer for cheaper NBN connection was offered, but I refused. I had agreed to a contract… Read more
Zero stars if I could. Beware. I moved into a brand new duplex in February; unfortunately the connection company the real estate management uses gave Superloop the wrong lot number (wrong address) first up. Luckily I noticed pretty quickly, and… Read more
this kicked off multiple phone calls and emails (from me) trying to sort this issue out even before I moved in. I even emailed Superloop my lease agreement, took photos of the NBN box the day I moved in and emailed those to prove my correct address. I ended up cancelling the whole shebang with them after going without internet for a week. Even though I chose not to go ahead with any service from Superloop, they still sent me a modem, which I had to go to the post office and pay out of pocket to send back. Two weeks after cancelling with this company and getting service with Telstra (we are now in March!), this company charged me a $300 NBN new development fee to the incorrect address. They refuse to refund this charge as they say the charges are “valid”. I had to pay the NBN new development fee through Telstra for my correct address, but this company sees fit to make a huge screw up and charge me for it. I’ve got no other word for this other than that they are thieves and see fit to steal your money. I got the telecommunications ombudsman involved today. Steer well clear.
Follow-up · No independent follow up from superloop despite the comments on the review. Communication only due to intervention from the Ombudsman and they finally agreed to refund me. Haven’t seen it yet!
Hi there, We apologise for your experience. Please DM… Read more (+4 replies)
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Positive reviews
Superloop has some of the best customer service in the market. If only others operated like this. My boy Liddian was outstanding. Their team are always so easy to deal with.
Just signed up and was checking whether the free modem order had gone through. Chatbot wasn’t much help but got through Humaid who sorted out the issue and modem order put through. Efficient service. Show details
Pansilu H was super helpful and very informative. 10/10 for customer service. He explained all the details clearly and mentioned why i should stick with Superloop without overselling the service. Show details
Negative reviews
Not a bad company until you want to cancel. You cant cancel online like a reputable company would allow. I cancelled my gas, phone, mail everything else online but Superloop insist on getting someone clearly unknowledgable with Australian Laws to call me and request i give him, the caller my personal information before it can be cancelled. At best… Read more
its ignorance of basic cyber security at worse its another one if those companies who make it as hard as possible to leave. We’re at a standoff at the moment, the banks been instructed to deny any attempts if them to rip money off me and their Complaints department dont respond to emails and ignore their customers. I’m sensing they may be a foreign company. Theirs plenty of NBN resellors, i’d advise giving Superloop a miss!
I would not recommend this service provider!!! I subscribed to the lightning plan but I'm getting mediocre speeds. < 300mbps downloads. Check first before you engage and sign up! Not what I expected.... Show details
Dishonest and misleading. We referred a friend, they used our referral code, signed up for a Superloop Home Broadband NBN and paid their first bill, but we never received the discount. I have called on 3 different occasions, to only be told each time that it will apply to the next bill, but it is 3 months later and we still haven't received the… Read more
promise discount (a 10% discount (up to $10/month) is applied to your next broadband bill and lasts up to 6 months). We also informed them that we were going to another ISP, so they offered us a discount to stay and we agreed. But we never received the discount they offered - we are still paying full price for our service.
FYI - this is what was in their email, word for word:
"It seems like someone you shared your unique code with just had their Superloop Home Broadband service connected. Nice work!
The great news is your discount will be applied to your next monthly invoice, and you’ll continue seeing sweet savings for up to six months…as long as their account remains active within those six months."
Think the marketing team has to be more clear that it is not technically your next monthly invoice, it's whenever your referee pays their first bill, which is more like 2 months away. Last interaction with customer service was also shocking, she was rude and spoke in a very condescending way. Not quite the customer service you want from a business that has misled you and failed to deliver on their discounts.
We will be moving to another ISP.
Recent reviews
I spoke with two incredibly helpful members of Superloop’s Customer Service and Support team with an odd and specific query / issue, and they helped me sort it out within a matter of minutes. Mary and Sashane went above and beyond to help me and really showed that they valued me as a customer, were very polite and easy to speak to, and had no… Read more
trouble understanding what I needed help with and how to help me. It honestly made my day, I am so grateful!
I had a delayed start in getting my internet up and running. Once we finally received the nbn box, we were able to get connected. Today, we finally have working wifi. Azaam Dilshan was very helpful in getting the modem and wifi working. Very grateful. Show details
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Hi Derek, Apologies for the inconvenience caused, and… Read more