Superloop

My NBN plan had been on a concession for 12 months as I called last year and to keep us as customers we were offered a discount of $10 I noticed that the discount had expired and contacted the company to see if they would give us a new discount The customer service chat bot was unable to help so put me on a call back from customer service area… Read more

person They rang and asked me about the issue I explained that the discount had expired and wanted to know if we could get a new concession After some conversation, the staff member was able to offer us a 6 month discount of $5 The call centre staff are obviously conflicted about the situation and the lack of options for them to offer existing customers a better deal While we are ok with what we were offered as it’s better than nothing , I did raise several times as to why companies like Superloop offer such generous offers to new customers but leave the loyal customers who stay with , often for years, basically nothing. Surely it’s cheaper to hold on to an existing customer than to offer all the trappings like new modem etc to win a new one It seems that the best deals only come when you are a new customer and happy to leave and change service providers every year, loyalty is rated zero This is a sad and very disappointing situation

There were issues and the refreshify said it was an NBN issue. The nbn reviewed the service and concluded it was working properly The Superloop technician spent time with me working on getting the service to work properly We had a remote modem restart and after that and a local computer restart the service appeared to work properly finally The… Read more

Superloop technician was very helpful and patient, giving clear instructions and helpful advice Thanks

Superloop and Shehan De Silva specifically, provided excellent instructions about moving my account to a new address. The process was simple and well explained. Superloop internet provision is excellent quality and competitively priced. Thanks once again Shehan, for your excellent customer service.

Signed up. Good so far. Let's see how they perform Show details

Very terrible agent! Just reading script and repeating words making the phone call too long! Too many unnecessary script!!! Show details

Extremely helpful and polite. My internet was up and running in no time Show details

Great friendly service. And patient in answering all my questions. The send a photo of my home internet setup option was also a godsend... Helped me get the help I need much faster.

Sat with me on the phone for over 30 minutes and talked me through everything perfectly and was very patient with the small inconveniences I caused throughout the way, she was very lovely and I was happy that she was able to help so easily and professionally.

Humaid has been very helpful with guiding me through my queries and have been very helpful specially with placing order and getting the right code/adress. Humaid has been very patient and kept me updated. Excellent customer service form Humaid.

If I could put do zero stars I would! My sister signed my parents to a Superloop account including their landline which they had for over 60 years. It was working for one week, then the landline stopped working. My sister contacted Superloop to find out why, she was told they deactivated the landline! Without any authorisation from us! But they… Read more

continue to charge the landline & have taken direct debit from the account! There are no emails from them to state they contacted my sister. My parents uses & require the landline, so there was no reason to deactivate it. Superloop informed my sister they would contact her after 48 hours, that was nine days ago. I will be writing to the Ombudsman to submit a formal complaint. How can a company make a decision to deactivate a number belonging to a customer without any communication. Superloop assured my sister before she signed up, they look after landlines, they lied. Superloop are not a reliable company.

Changed from Telstra. My order with Superloop was for NBN WI-FI and landline phone service. Superloop advised me to use port 1 on my modem. Nothing worked After hours of talking to the service center in the Phillipines I hire a local technition to see too the problem. $175 later the local man tells me that the input should be in port 2. That fixed… Read more

the WI-FI but still no landline service. After 5 days and numerous hours and calls they still did not fix the phone service. Superloop then advised me to contact Telstra, I told them I doubted Telstra would be interested shore enough Telstra politely told me it was a Superloop problem. When I went to cancel the service as they could not meet my order they insisted I pay one months fee. One week of wasted time and an absolute disaster. WOULD NOT recomment Superloop to anyone

I have had my service with Superloop for 18 months and recently my bill jumped up by $15 per month which made it way more expensive than its competitors. When I contacted their customer service team to voice my concerns and inform them that I wll be churning, they told me that I was contracted to them because I purchased a modem. The modem was… Read more

contacted for 12 months (so I was 6 months outside of that window). I informed them that I had moved house during this time and they were not looking at the correct timeframe. They acknolwedged that it had been more than 12 months but told me that they would be charging the clawback fee anyway if I decided to leave. What??

And to add insult to injury they told me that I also had to give them 30 days notice (because apparently providing notice is something that only customers are required to do - but not them when they increase the price from $69.99 to $95.00 per month). Wow, just wow.

Shihab was very patient with me while he helped me fix an issue of my own making. He stayed with me from start to finish, for over an hour, walking me through everything, until the job was done. Thank you!

Honestly, Pansilu was the absolute best technical support I have ever worked with. He solved a myriad of extremely complex technical issues for me and resolved all of the outstanding billing problems I had too. I work as a network engineer and he was the best technical support person I have ever had help me with my residential connection.