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Very happy with the move to Superloop
After spending several weeks researching moving from my existing provider, I settled on Superloop. Both the establishment of the account and the actual move was extremely easy and fast. Additionally, I am very happy with the cost savings as well ! The network has constantly performed as both advertised and expected.
Easy connection, good value
Impressed with the rate at which they got us connected. Price was better than competitors and there's a 6 month free speed upgrade. Will prob still switch 6 months down the line to chase introductory offers though
Promised speeds delivered consistently at a competitive price.
They connected me from ADSL 2+ in just a few days. I haven't caught their 50/20 FTTC speeds dropping below 50 Megabits per second yet, not even at peak hours. Their prices are currently competitive. No lock in contract. I have not regretted switching from iiNet for a second.
current value better than other providers
frequent dropouts but due to nbn corp and exchange not superloop.
Cost is important - Lower the better - superjloop at present with introductory offer is good value - once it reverts to full cost I will be looking for next deal.
Virtually non existent customer service!
I have signed up for 100/20 nbn plan and was eagerly awaiting for the new connection. I have clearly mentioned to the sales team that there is an already existing connection in the home address and it will be deactivated before the activation date and indeed the old nbn has been deactivated before the activation date. But the day nbn was supposed to be active, I did not receive any communication about my status. I have been calling the customer service over past one week before the activation and they have assured that I will be receiving the s...ms notification which I haven't received at all. I have raised complaint, tried to speak with the tech and got all mixed responses. After all the hassle now they are asking me to upload proof of occupancy. Now I am left with no internet connection and have absolutely no clue about when the connection will be activated. The funny thing about the tech is that they are unable to confirm the NTD device details which I have in my property. I had to provide full details to them to lodge complaint with NBN Co. There is absolutely no way to track your issue and you have to explain the whole thing to the customer exec whenever you try to contact them. My sincere request to the company is to spend some effort in improving the customer service and better communication. Internet has become essential these days due to remote working and prompt response is really needed. I cannot recommend Super Loop to any one because of the above stated facts.
1year with Superloop ISP
When I first signed up for the 100/40 plan (NSW 2768) i was getting 75.0mbps max this was a little faster than the previous ISP but I was expecting more like the 90mbps promised on their website. Although we are located on an NBN sub-exchange so expected speeds to be a little slower.
We recently renovated the 20yr old house, the electrician cut the phoneline wall socket to the modem and after relocation and re-connecting the Tp-link VR2800 modem, the speed has changed dramatically. We are now getting 100.0 mbps. Max 105.5 and upload 30.0mbps. V...
Lack of support
Connections is quite reliable evening speeds are ok. However, the lack of support makes me considering switching to another provider. Sent 2 emails regarding my account in the span of 2 weeks and have not heard from them. Heard they were reliable on Ozbargain but now it seems like they have fallen off.
Horrible Customer Service! Slow Internet Even with 100/40 Plan
I had issues with the slow internet speed and lag spike. Tried calling but they would never pick up. We decided to change our provider. However, they were still charging us when we were no longer using their service. Never using Superloop ever again!
No one at all answering the phone.
I was seriously considering signing up but after 30 mins on hold and thought if they are like this with sales, what would faults be like. Not great I suspect.
Useless and incompetent tech support
Customer service is atrocious and of a provocative nature, they are the type of call Center to escalate a situation due to them being personally offended and would rather put themselves on a customer radar for retaliation lol.
Staff are incompetent flops with an inability to book nbn tech within 24 hours of being notified of issues.
Hanging up isn’t declining COVID questions you stupid flops. I’d be careful what you allege others said because it’s what they don’t say you should be more worried about.
It took 9 days for nbn to attend fault...of Superloop customer in Brisbane because Superloop is incompetent. Emails show customer responded to COVID questions via email the day after first call when it was highlighted that they were missed. Alleging the customer Declined to answer would suggest the staff member actually said it on the phone call but they didn’t. They only asked if someone was home and if they were isolating in which the question was answered someone is home and no they aren’t but Superloop just further antagonise a situation because they are useless flops
cannot connect will not answer emails
I am trying to help a friend to connect a laptop, I keep getting the message that it is the wrong PW but everything else connects. I tried my laptop with the same result. I rang support, they could not help. I emailed their office three days ago, I am still waiting for a reply.
I cannot rate the product because I cannot use it.
Superloop are brilliant!
I have the 100/40 Unlimited NBN package at $89.95 per month. Have been with SUPERLOOP since having Fixed Wireless at my last address. Would NEVER have my service with another provider. SUPERLOOP are the BEST internet provider I've had since first having broadband in 2005. I virtually NEVER have drop-outs and the speed and reliability of the service is A+++. When I have had a problem, their Tech staff are brilliantly knowledgeable and have fixed my problem with no hassle to me at all. Most importantly SUPERLOOP are a locally based company so you're not on hold for hours on end or dealing with someone on the other side of the world. Thanks SUPERLOOP. A+++ service.
Absolutely terrible. Their much promoted "support" is a joke
Had issues with terrible speed and constant disconnect. Rang support which is often a 4hr wait time. Their initial tier-support does all the basic run around to do the checking like scripted robots (turn off and on etc). They tell you to do some testing and come back the next day, claiming faults not their issue. Round and round we go. It was obvious I had a connection issue, they go onto mention the "NBN team" will investigate. Don't be fooled the "NBN team" is a misnomer, it's just their own internal team, where they will investigate and find...no problem on their end. Each time I'd ring up, they give me the run around. 3-months of merry go round and I've had enough and finally threatened consumer action. Lo and behold! Instantly response, a real NBN technician on site within 3 days and fixes what should be done in the first place. Another company that only listens to money. I'd take yours elsewhere. If you want support, which you will likely need some time in the future, stay away. I've had better experience with Optus and Telstra. Says it all.
- NBN 50/20 (Home Standard)
Internet without the problems
I have now been with superloop for two years now, speed are consistent without drop outs. It's internet the way it should be, it just works. I can not comment on support as I have not needed it.
A technicians go-to ISP
I'm a network/wifi/nbn technician. I've been to hundreds of peoples houses. And what I can say is that for everyone who has had a problem with an ISP, I have been able to churn them over to Superloop in minutes!
The switch has either resolved the problem or getting access to the line test info in the Superloop portal has helped me fix the problem.
For plenty of people they simply want a better deal and Superloop's usual 6 month new customer specials are great. No contract and no signup. BYO your own modem, it's just DHCP (plug and play) connec...tion. You simply cannot go past the near instant connection, which only a few NBN ISPs offer and Superloop is one of them. It's an absolute lifesaver. Don't waste your time with Telstra they take days, up to a week to connect you, and then lock you on 50/20 for at least a month. Superloop at times haven't delivered me the top speeds of 1000mbit on my plan, but I haven't seen it dip below 600mbit. So 4 stars. These superfast speed issues arent totally Superloops fault. NBN CVC pricing needs to be scrapped, NBN is taxing our top speeds too much and holding us back. To get 1000mbit 24x7 we would all need to pay $200/month with the way CVC pricing works. No one wants to pay that much.
Questions & Answers
I have the same issue as many here with Superloop - frequent sporadic drop outs. Over the last couple of months, I have been on the phone with Superloop countless number of times trying to "troubleshoot" and always end up with "monitor for a few days" and "we are unable to lodge with NBN unless we see 5 or more drop outs a day consistently".
This is unacceptable for sure!
How has anyone else here resolved their issue? Has anyone changed providers and have had this issue go away?
Thanks for your question and apologies in the time its taken to get you an answer on this one.
While dropouts aren't good on your service, NBN has a limit of 5 or more drops in a 24 hour period, they did increase the limit during the large Work From Home changes due to covid. This was so that NBN could assess priority and keep as many people connected as they could.
This limit has now gone back to 5 or more so we can now have fault submissions accepted by NBN co with this amount of drops.
The reason for the troubleshooting is also that we require the most up to date information on the network structure for NBN co techs to identify the issue on their end, this process also allows us to ensure that we have covered off all the parts of your network to ensure its setup correctly and allows us to ensure the issue you are experiencing isn't present on your home network.
If you happen to still be a Superloop customer we can run through this and check both sides and ensure that your service is running within the correct specifications.
Appreciate your comments here.
It is very frustrating having to deal with very regular intermittent dropouts - my dropouts can range from up to 10 a day or none in the entire day... hence, I am never able to log in the issue. Plus, this requires me to monitor it consistently and call Superloop up immediately.
And for the times that I was able to call up Superloop, i'll be dealt with "Let's try this...", "Let's reset the modem AGAIN...", "Perhaps this has not been tried before...", "Perhaps my colleague did not notice this or tried this method....". Note that I have reported this over MONTHS and have had to reset my modem as a test numerous times.
I just do not have the time to call Superloop again, either wait on the line or get a call back at times when it's inconvenient for me.
Superloop claims at times they don't see the line dropping out on their side - which does not make any sense at all... each and every time the internet drops, the light on the modem drops out as well...
I have to say that WHEN I'm able to talk to someone in Superloop, everyone is polite and very friendly. The blow comes when it's hands-off after that...
Thanks for the reply.
Yeah i agree it is frustrating to have those issues and they do degrade the quality of the service you would be getting from us, if you are still a customer.
The basic troubleshooting can be a frustrating process as with tech so much can change and that data needs to be collected each time. Usually when we see that there are no drops from our end (what we call a radius log entry) that can point to several things, the most common being issues experienced if you are using your devices over WiFi. WiFi interference is a very common issue and affects a lot of people. This could be part of your issue if you are using WiFi instead of cabled devices.
If you are a customer, I want to help get this fixed so you can experience a quality service at the level we try to meet, if you are able to lodge a ticket to us with your contact and account information, and a few good times to call then message me the ticket number, I can try and get you a call without you having to wait on hold for a long time again.
I'm glad to hear the service is good once you get to speak to someone, and we are working to get wait times back within our preferred levels not the long waits we are seeing now.
HELP.... we have been trying to reach you as we have no internet. Our calls remain unanswered, when we reach you we are told you will call back and we have been without internet. IS THERE ANYONE OUT THERE??????? My name is Veena Devaya:
[personal details removed]
Hi Anita. i had similar frustration with Superloop. continuous internet drop outs. if you are not tied into a contract, the solution is obvious.
Get an answer from our members and Superloop representatives
|Category||Internet Service Providers||Internet Service Providers||Internet Service Providers||Internet Service Providers|
|Standard Monthly Price||$69.95||$98.95||$59.95|
|Typical Evening Download Speed||44.4 Mbps||90.0 Mbps||22.2 Mbps|
|Promotional Monthly Price||$59.95||$88.95||$54.95|
Price is for the first 6 months, then reverts to standard pricing.
Price is for the first 6 months, then reverts to standard pricing and Free 3 month upgrade to 250/25mbps.
Price is for the first 6 months, then reverts to standard pricing.
|Max Download Speed||50 Mbps||100 Mbps||25 Mbps|
|Max Upload Speed||20 Mbps||40 Mbps||10 Mbps|
|Service Type||Fixed Wireless||NBN||NBN||NBN|
|Contract||Monthly and Set Period||Monthly||Monthly||Monthly|
|Data Allowance||Capped/Fixed and Unlimited||Unlimited||Unlimited||Unlimited|
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