16,474 reviews
AI reviews summary
Pros
Verdict
Overall sentiment toward Superloop is largely positive, with customers frequently praising the helpfulness of the technical support team, reliable connection speeds, and useful account management tools like the mobile app and AI assistant. While a subset of users reports frustrations regarding long wait times, billing discrepancies, and connection dropouts, the majority of reviewers highlight a smooth setup process and satisfactory ongoing service.
My problem was the new sim some how was not registering with mobile number. It was so distressing for me i am an older person and not up with mobile tech. I had to use my daughter’s phone. My phone would not take or receive anything. I was mainly using wifi. On superloop app the sim was active but not porting. Ok what does this mean?. I rang tec… Read more
support. Lucky my daughter was home I couldn’t see the very small numbers on the sim card. Not elderly friendly. The lady that helped me went and sorted It all out. Thank you to the lovely lady that assisted me with patients and understanding. I felt a lot less stressed.and happy to have my service back up and running. I have been happy with my service until this glitch happened. Thank you.
I attempted to set up a connection after repeatedly informing the sales representative that the OptiComm infrastructure at my property was damaged and required repair, stating clearly that I would not pay for a non-working service. The salesperson was adamant and reassured me that the connection would function properly, ultimately convincing me to… Read more
sign up despite my warnings. Once connected, the service failed entirely; subsequent contact with technical support confirmed that the infrastructure was indeed broken and non-functional. Representatives then attempted to retain my business by organizing a technician visit, but booked the appointment without disclosing an associated $220 charge, only notifying me via text message afterward without prior consent. Consequently, I have requested an immediate, full refund and the total termination of the service.
The worst experience in my 55 years of life...You sign up for a specific plan? Then they put you another and steal your money. [Content Removed]. Zero help. Zero resolution. Just steal your money then deny it. Then zero help. Zero resolution. Zero response
Reviews with attachments
I just wanna say the Superloop support lady Vimangsa Rajinee was absolutely incredible! I’d been stuck for ages with my TP-Link router not connecting to the FTTP internet, totally frustrated and had no clue what to do. She sorted everything out super fast, talked me through the settings, refreshed my port remotely and got my WiFi up and running… Read more
perfectly right away. Her service was next level, she’s such a legend, I’m so impressed with how she fixed my issue straight away!
Customer service was amazing from Ahamed. 5 stars is the reflect the service from Ahamed and Ahamed only. The AI Superloop has implemented is horrendous and should be raised as an ACCC issue. I thankfully had screenshots of the cancellation but none of the cancellation confirmation was sent to Superloops system and hence attempted to bill me for an additional month.
Im not very tech savvy, I called Superloop assistance and Janelle walked me through it. He was very patient and it is working well now. Thank you Janelle.
Best service for over 3 years from Superloop! I also shared my friend code so we both got a 10% discount for 6 months ( SLC-798739 ). I've saved so much money, and I'm even still using my Telstra modem with Superloop."
Mario offered great customer, well done you are an asset to your organisation.
I registered with Superloop at 6AM, they received my order at 1PM in the same day and my home internet port was wired at 5PM. That’s fast! I struggled to how to connect the internet to my router but the Superloop hotline assistant was really helpful (he literally stayed with me for one hour, guiding me and testing with me how to connect the wifi… Read more
and eventually it works!) (although i had to wait for 30 minutes to get connected to him but the problem solved and i’m pleased). All in same day!
my apartment is 54 meter square and with the Family Max plan, it’s well beyond than our needs but the current 6-month deal is too good for us to not consider.
I do see in the contract that Superloop stated there is no lock-in contract, and I will have to see how the customer service work when my contract end or when I need to stop using Superloop. Will take careful notes from previous reviews!
So far, the wifi fast, the assist was helpful, the deal is good. I’m happy!
Clear and punctual. Efficient and effective and confidence inspiring. Would reccomend.
Great service by customer retention team Fleaviya Silva to provide additional discount to compete with promo offers for new customers. Also great speeds.
Completely satisfied feedback: “I had an excellent experience. The staff were friendly, professional, and quick to assist with my questions. They listened carefully, provided clear information, and resolved my issue efficiently. I really appreciated their positive attitude and outstanding customer service. Thank you for making the experience so easy and pleasant!”
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Melinda was extremely helpful went above my expectations she was very thorough
Vimangsa is very methodical and patient in assisting me. The modem I used is not a Superloop modem yet she was able to figure out the problem and solve the issue. She troubleshooted the physical setup - the modem and opticomm box, as well as the modem’s electronic setup through my computer. Despite not being able to see my screen, she was able to… Read more
provide clear instructions and she communicated with a lot of patience despite the phone connection was weak at times.
I was really frustrated with my internet being completely cutoff, yet Vimangsa was able to resolve it on the same day with exceptional professionalism. Very happy with her service, I’d highly recommend.
Helpful friendly and fast action. Highly recommend superloop with their excellent customer service
He was very professional and helpful. His customer service skills were exceptional
Thanks Savith to fix the Back end problem Its really helpful.
Good staff with better knowledge No more stress Easy going every thing
Latest follow-ups
Fast ontime and very neat install. The installers were very informative and kept me in the loop as what they were doing. They asked permission every time they wanted to come into the house. Overall a very pleasant experience. Show details · 1
Follow-up · Have a couple of locations for the internal box. Make them where you want it and near a power point. The installers were very accomodating with unexpected requests and very professional. It was a big surprise how fast the install was considering the guys had to work 2 houses away and dig up under a fence to expose a long buried pit.
Follow-up · I have not had any noticeable issues, the link is fast and efficient for upload, download and transfers.
Very helpful, was just relocating a service but they were very quick to respond and get the job done at a new build. Show details · 1
Follow-up · Connection speed is great…. Not many dropouts and they do let you know beforehand if there is going to be an interruption. Only thing is that most of their plans are locked in which makes it harder to switch otherwise service is great.
Initially was provided good service, but between April & May 2026, the scheduled outage became frequent until around late May when my service was lost, I realised horror when I could not get a human support, yes could login to the app but just can’t… Read more
get to a fixing solution, eventually managed to talk to a support desk but an issue was not fixed, I decide to cancel the service. It will take them 30 days to process the cancellation request and still charge me for another 1 month. Beware of this ISP, very horrible technical support and you will be charged for extra month after cancellation.
Follow-up · This incident waa further reviewed and a remedial action was made by Superloop albeit took a bit of time - around 2 minths after.
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Positive reviews
Call Superloop IT support and get very helpful support to get back to my modem online with over the phone. So very helpful and person i spoke Prakash is very friendly and helpful.
Happy with Superloop. Technician was very helpful and knows very well how to get fix things. NBN speed was good too. I wss getting 450 MBPS on 500/50 plan. Recommend to all.
I had a great experience with the Superloop support agent (Anu) who helped me configure my modem. Excellent customer service, professional, friendly, and efficient. Thank you
Negative reviews
False Marketing – Paying for 1000 Mbps, Getting Constant Dropouts. I signed up for the 100/1000 Mbps plan expecting premium performance. Instead, my internet is painfully slow and disconnects multiple times every single day. The marketing is entirely misleading. I am paying top dollar for a service that cannot even maintain a stable connection, let alone reach the advertised speeds. Avoid this provider if you need reliable internet.
Hi Cris, We apologise for your experience. Please DM us… Read more (+1 reply)
Was paying extra for my '100' upload speed. Meanwhile, everyone on cheaper plans were migrated (for free) to faster speed tier. Hours on phone, trying to negotiate. Result, "Bad Luck" Last straw, email telling me my STATIC IP will be changing. On phone hold 30 minutes, then told to do live chat. Live chat tells me to phone. Couldnt even make it… Read more
easy to leave, with their 30 days notice 'nonsense' This mob started great, now they make Telstra look good. Would not recommend to anyone. And I'll be telling everyone why.
Hi Michael, We apologise for your experience. Please DM… Read more
My experience with Superloop has been extremely disappointing from start to finish. I was with MyRepublic before Superloop took them over, so I was with them for many, many years before having to bail. The internet service was unreliable and consistently failed to meet my expectations. After ongoing issues, I decided to cancel my service because… Read more
I was no longer willing to pay for an internet connection that wasn't performing as promised.
Unfortunately, the customer service was just as frustrating as the internet itself. I spent far too much time trying to resolve the issues, only to be left disappointed. During the cancellation process, I was told I would receive a refund. Despite that assurance, I have still not received it. Based on my personal experience, I cannot recommend Superloop. Between the poor internet performance, disappointing customer service, and an unfulfilled refund promise, the entire experience has been incredibly frustrating.
If you're considering Superloop, I would strongly encourage you to research other providers before signing up. I certainly wish I had.
Hi there, We regret the inconvenience caused. Please DM… Read more
Recent reviews
AI Agent Teddy is really well done. A lot of the time AI bots that operate customer service/OMNI channels are not effective and can be frustrating. Every question or issue I had with my set up was resolved. This may have been a basic enquiry but I am happy with how it was resolved. I jumped on as I was trying to call to see if I could get it… Read more
sorted before I reached an agent to speak to, and I did. Even when I was waiting to get through on the phone call there was an option for putting it on hold and being notified, there were also promotional text messages popping up on the screen. A phone call was not needed and therefore you achieved the target of not having too many phone call enquiries/agent heavy enquiries - this purely comes down to the little bit of extra attention to support resolution before "face-to-face" contact needed to be made. Whoever designed the in-between features you use (AI Teddy, hold and notify) did really well and has created a very user-friendly service and interface. Teddy is also cute - I like that, and your marketing.
We have so much trouble in connecting the landline which we paid for the service not used. Every time called to connect, I was directed to to connect cable between my phone base and to the modem . Luckily I got Liddian today. He went through with me patiently every step to to find the right option to set up . He is a smart young fellow who was… Read more
very knowledgeable in the product, good customer service service, professional in dealing with the issue and customer service.
I am more than satisfied for his excellent customer service service and technical knowledge. He is an asset to Superloop . Hope fully I envisage he will be moving up on the ladder .
Thank you Liddian from Kandasamy Family
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Hi Ferds, Sorry to hear about your experience. We've… Read more