Superloop

I was about to leave superloop because other agents couldn’t assist me and advised me to find another service provider. I was put through to Umair after speaking to 5 different people and was very frustrated by the time I reached him. He asked me before cancelling to give him the opportunity to sort things out for me. He kept me updated via email… Read more

and phone calls every step of the way and he managed to get everything sorted out as well as get my service at my new property up and running. He provided excellent customer service and reassurance through the entire process. Thanks Umair.

Switched due to a promotion. Left after a month. Poor customer service and poor Internet provider. Constant DNS and authentication issues. Be aware of the 30 day notice period when cancelling and don't bother with webchat as they stop responding when you ask to cancel.

We have only just transferred my fathers Internet to this service so cannot yet comment on the speed or reliability of, however the staff that assisted us with the transfer was great to work with and kept us up to date on the process.

[Name Removed] the customer resolution specialist – Awful customer service from [Name Removed], they are allegedly the customer resolution specialist? Do these people write their own job titles? [Name Removed] from superloop has shown zero interest or care in the issue I have with superloop not… Read more

migrating my home phone number and then lying about the reason. [Name Removed] keeps asking me to again provide my full details via email, even though they are replying to the complaint email. Disgusting customer service.

Liddian was very understanding and gracious in his manner and fixed our issue.Thank You Liddian

Great assistance from Support with my modem issue. Cannot ask for anymore! Show details ·  2

He is able to take a step out of his protocol to check with opticomm to fixed the back end con nction issue, very accurate diagnostic on the faulty Ethernet cable. fantastic.

With the help of the customer retention team and Umair, I was able to talk through a number of different options to upgrade my account and get better value for money. The transition from exetel to superloop was seamless and I'm happy with my choice.

Although they took mutiple avenues (app, AI chat, human chat, then call) to resolve my issues but they did resolve an issue where apparently multiple MAC addresses were somehow linked to my modem (could not be explained how, apparently just a glitch). Other than that issues, overall the experience and speed has been great with Superloop.

Recently left Superloop Internet because their cost kept increasing and at a rate far higher than other internet companies. Was also not aware that if I cancelled my Internet that I would be billed $85 for this. I am sure this was in the T & C when I signed on and that theoretically my mistake but I was genuinely not aware of this. Just be very wary if joining Superloop Internet/NBN

If I could give zero stars I would. We purchased the provider service to start on the 19/9 which was 2 weeks in advance. When we tried to activate the account there was only pending activation notice. When speaking with the team online, They said it will take 24 hours to become active, As we work from home this was not ideal. Fast forward many… Read more

communications and 48 hours later, we started a new chat, only to now find out that Superloop could not supply the speed we purchased. Not only did we find this out 48 hours after the initial chat, but we had to yet again chase Superloop for an answer.

With many correspondences between myself and superloop i repetitively asking if this is the issues causing the delayed set up, with the response from superloop being, no there is no issues. “We are waiting on opticomm to connect you” we requested some kind of temporary service so we can connect to the internet for our jobs. Superloop said no we have nothing to offer you!

Not once did they offer a solution, a fix nor did They offer any compensation for the delayed connection resulting in loss of work time and poor service experience.

(Superloop, you need to work on your customer service)

Not sure where all these positive reviews come from but my experience with Superloop has been terrible. Absolutely avoid. I think as long as you have no reason to contact them then fine. But as soon as there is a problem, their customer service is abysmal. We were had our nbn disconnected by an incompetent technician, nbn stated this should be… Read more

resolved through Superloop as our provider but Superloop did nothing to help. We were disconnected for days before I finally managed to get this resolved myself just by being very persistent with nbn. Superlooop, absolutely useless. They did nothing.

Finally decided to cancel my service a few months later after very lacklustre speeds and this poor service experience. Despite cancelling just a few days in to the month, Superloop are now insisting on a full month payment. That $109 for five days of service. Unbelievable.

Avoid avoid avoid. There are so many good providers out there who will work hard for your business. Superloop is not one of them.

Liddian was an absolute star, in the midst of moving and setting up our new home, I was overwhelmed with things to do, the family needed the internet set up and I could not figure it out for the life of me. Liddian calmly walked me through each step and answered all of my questions. Now we’re all set up and ready to go!

Superloop technical support team are wonderful. Very helpful and always get through to a person quickly. Anuththara In particular was very helpful today and so knowledgeable and lovely to talk to.