18,359 reviews
AI reviews summary
Pros
Verdict
Superloop delivers a high-quality service characterised by professional support staff and a highly effective AI assistant. Users report smooth technical setups and reliable internet speeds. While there are isolated mentions of cancellation notice periods, the volume of negative feedback does not meet the threshold for recurring issues.
Vimangsa Rajinee attended the call from Superloop Technical Support team. it was long call though. I appreciate the help and guidance she gave. Finally my internet WiFi service issue is resolved and able to connect multiple devices. Thanks!
Everyone needs to be aware that if you move to a different provider, these people have the hide to demand 30 days notice from you. Unlike almost every other service provider in Australia - be it internet, phone, insurance, whatever - this massively overrated organisation will continue to bill you for a *month* after your churn date as though… Read more
nothing has happened from their end. This means that, in my case, I was sent bills totalling almost $100 after the date I moved providers - for a service they had not, and literally COULD NOT, provide. I will also say no difference at all that I could detect in their actual internet service vs other ISPs - ignore the Reddit/Whirlpool nerd hype. The mind genuinely boggles at the number of positive reviews here - gotta wonder how many have been induced or are actual real people. Avoid - many many many other providers out there, all using the same NBN, often with much better deals, too.
Kalana was excellent dealing with two people who are not tech savvy. He talked us through all steps to get our internet working and even asked us to check our cord as our speed was not great. We now are very happy with the internet and the service thank you so much Kalana
Reviews with attachments
Unbelievable service from Vimangsa she helped solve all our internet issues!
Superloop was reluctant but willing to meet my advanced requirements upon request – and to clarify, once they had necessary background information, they were happy to help. Thank you to Poojani I. for ensuring my needs were met in a timely manner (<30 minutes from call start, required private dynamic IP for use case)
Very patient and clear support agent, walking me through the trouble shooting/configuration process step by step. Very helpful. Thank you Sewwandi
Ravindran Shevon who supported me has done a great job . His technical skills are outstanding. He understood my requirement and the solution for it straight away and resolved the issue. The best part is he was patient enough to restart my router and update the app and confirm the speed is as per the plan. Further he assisted us how to maintain… Read more
the routes to get the best speed and explained the technical background of it from his vast knowledge on the subject.
Thanks again
AI teddy is by the best AI agent from any internet provider I've been with in the past. Fast, easy to communicate and can fix mist issues without need to reach out to a human agent.
Chamodi Massakar was a true professional technical support. I am a new customer and was having issues, she was able to assist me and configure my equipment. She was very helpful and I would definitely recommend Superloop knowing she is part of this technical Support team. Thank you fir making my experience stress free!
I spoke with a very polite man from the Retentions Team and was offered a fair discount to keep my service with Superloop today. Ive had a great experience with them overall; fantastic customer service, I think their app is great, and I have no reason to leave other than shopping around for a discount. Superloop have a great NBN service and when… Read more
you have the ability to bank 'speed boost days' so you can bump up your plans speed to 1000/50Mbps (from 500/50) for nothing extra, thats a really different service no other NBN providers ive heard of are offering. Some people might not care about that but that's a huge benefit to me and the main reason I wouldnt leave them anytime soon.
Had a few dropouts, thinking possible modem related, went on to my Superloop dashboard to, my question to Teddy was if on FTTN or FTTP as recently moved in. With in 3 minutes advised and diagnosed with a fault. Super quick service
Raisa was polite and efficient when booking an appointment time for an Opticomm tech visit
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Inake helped me work out why my internet was bottlenecking. Before I was getting download speeds around 70mbps and the wifi was disconnecting from all my devices. Now I'm getting what I pay for in speeds and haven't had any disconnections. He was definitely a big help. Thanks heaps.
Super fast, great price - Super fast and easy to connect. NBN speed is great, and superboosts are a huge bonus. Highly recommend! Feel free to use my friend code to get a 10% discount for 6 months: SLC-798739
Fantastic all very good thank you Timothy was very helpful and polite
Great speeds after a few hiccups but staff were accommodating all the way to the end. I don’t mind waiting when some one achieves what was stated
I have not, to date, had any issues with my connection, considering all my neighbours have had their fibres installed recently, so lots of pit and pipe work, interface disturbance, possibility of damage. ABSOLUTELY NO ISSUES. Service as normal. I work from home, have great download and superb upload for the information transfer. And the price is better than reasonable.
Ashini was really helpfully today guiding us to set up our new eero device to make it successful and also helped us get back some credit from the service that we haven’t used from previous months. Highly recommended
Latest follow-ups
Customer service is excellent and helpful. Never had an issue with speed or stability of the service. The only downside is the BS "30 day cancellation fee". It's just an impediment to cancelling your service and is anti consumer. This alone makes it hard to recommend, despite the actual internet delivery and support being great.
Follow-up · Will charge you a fee for cancelling unless you give them 30 days notice, which is outrageous. They will also be difficult about it if you want to pro rata refund for any part of a month you didn't use.
I was impressed by tech support, however they couldn't resolve issues connecting Laser Printer. This means I will have to use older modem just to use Laser Printer wireless.
Follow-up · Following on: 1.EERO wireless Modem supplied through Superloop; 2. FUJI XEROX Docuprint CM225fw Colour Laser Worked perfectly with previous Technicolour TG789. Printer detects and pairs, just won't print, even connected to Eero by Ethernet. This is through mobile using XEROX app.
Great service, helpful tech support, very happy with service and plan
Follow-up · All good so far but we needed a wifi extender
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Positive reviews
Kalana was able to help me with my queries and issue. He was able to troubleshoot the issue quickly and suggested a solution that fixed the issue. He's also patient and professional in his dealing with me. Great service overall. Thanks.
Timothy was effortlessly able to guide me through activating my eSIM after I tried and failed using the app on iOS. He was clear with his instructions, friendly, and efficient. It was a simple issue I was having and it was resolved within 2 minutes of talking on the phone. Couldn’t ask for better service.
She was extremely specific with the assistance given, and was very patient as well with me being particularly bad with technology. Solved my issue and was polite and very nice the whole time! Very grateful!
Negative reviews
Support has been unable to schedule an NBN technician to attend our address and install the internal NTD. As a result, we have had no internet. It has been 4 days, and I’ve taken time off work to be home. I understand that SuperLoop contracts out to NBN, but the lack of any guarantee or case management is awful. I have spoken to 6 different… Read more
(offshore) staff who have all said the exact same thing - but have been unable to escalate or gyarantee that I am not wasting time and money waiting for an NBN technician to show up.
If this isn’t resolved after the next “scheduled” appointment, we will be cancelling and seeking anew service provider who is able to actually take initiative and wrangle NBN co.
I had used Superloop in the past. To my disapointment i found themso un helpful and not really caring for the customr i wanted technical advise . i might as well ask a 2 year old for all the help i got. Its a pitty the rating only goes down to one start.
One of the worst in the country. Expensive. Unreliable. Doesn't understand the difference between a modem and router. Terrible service. Customer care is second to none. Go elsewhere folks. Exetel or Telstra or someone else
Recent reviews
I can honestly say Shakeel has given me the best customer service experience I’ve had in over 15 years. What really stood out wasn’t just that he was helpful, but the way he made me feel as a customer. He genuinely cared, took the time to help, and made the whole experience so positive that it completely changed how I felt about choosing an… Read more
internet provider.
I was actually happy to pay more to stay with Superloop purely because of the service Shakeel provided. That says everything about the impression he made on me. In a world where good customer service seems harder and harder to find, Shakeel reminded me what it should look like.
Superloop, please recognise what you have in this man. People like Shakeel are the reason customers stay loyal to a company. He didn’t just provide great service; he earned my trust and made me feel that paying more was absolutely worth it.
Thank you, Shakeel. In over 15 years, nobody has made this kind of impression on me through customer service. You genuinely deserve this recognition.
This review is for Hasindu's service. It was a real pleasure interacting with her.She was very courteous and professional. She was able to solve my problem instantly. Superloop needs more staff just like Hasindu.