Was a little more challenging connecting via Opticomm service however Timothy was amazing to deal with and got my internet connected without any dramas. He was incredibly patient throughout for someone with little technical knowledge. Only concern was that I had to wait a long time to get through to technical team (approx 45mins to an hour) however they do offer a call back service which is handy.
Thanks Mario so helpful and really great giving us a great deal I've recommended Superloop to all my friends it's just such a relief having great customer service it's worth paying a bit extra
A few days late on payment and they suspend my service. Foolishly arguing with AI chat, I finally get put through to a human. A human with zero customer service skills. All I needed was three more days until my next pay which was granted. Now for the Nitty gritty. I have terminal cancer and due to almost non existent mobile reception, I need wifi… Read more
for phone calls and Teams/Skype calls with my medical team. I did state this and got zero recognition of those facts from this "human". Seriously, a few days late on a $119 bill, with reasons, and I get matter of fact from some overseas person.
Reviews with attachments
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!”
He was very professional and helpful. His customer service skills were exceptional
Thanks Savith to fix the Back end problem Its really helpful.
Ultra fast. Best sevice for over 3 years from superloop. I would share my friends code both we get 10% discount for 6months. SLC-798739 Saved so much money and still using telstra modem with superloop.…
Had fantastic service. Superloop is far better than any other provider, like Telstra or Optus. Teddy assisted. As someone who runs media servers and is often downloading large files, both ping and download speed are vital. I have had 0 outages (except for those that I was notified well in advance). The AI bot 'Teddy' is far better than the… Read more
messaging responses from Optus or Telstra; the AI actually works and isn't just a simple information retriever.
I use 2 DECO XE75 pros connected through wired backhaul, and an EERO 7 Pro bridged for downstairs. No matter where I am in my townhouse, I receive consistent speeds. The only complaint I have is the pricing, but for an Australian NBN provider, they far outperform their competitors.
Excellent Customer Service and actually lighting speed Internet Current speed test 981/106 Show details
Very effective, patient, fast to solve the issues and willing to help
I would like to provide feedback regarding my recent experience transitioning from Exetel to Superloop. The Positive: > I want to highly commend Deshan Ududeniya for his exceptional support. After I had been without internet for nearly three days, Deshan was the only one who professionally and patiently diagnosed my network issues. He… Read more
systematically identified the connection errors between my devices and the Netcomm modem, and successfully guided me to switch to my eero router. He also provided a clear and detailed analysis of my plan options. His expertise and customer-centric approach are the reasons I am now back online.
The Complaint & Request for Compensation: However, the overall migration process was far from satisfactory. The specialist who handled my transfer failed to disclose that there would be a significant service gap (over 48 hours). I was led to believe the transition would be seamless. Consequently, I was left without internet for nearly three days, forcing me to rely on my mobile data at my own expense and causing considerable inconvenience. While I am grateful for Deshan’s help, I request Superloop to provide a credit or compensation to my account for the downtime and the additional data costs incurred due to the lack of clear communication during the sign-up phase.
Above and beyond service. She Fixed a 2 old year issue with our router. We had bought our own router to this service and had never changed the router settings, we didn't know that was a thing. After two years of dealing with this and not thinking the internet was very reliable, this person spending an extra few minutes to investigate and give me a hand has left us with incredible internet. Thank you!! Show details
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Ultra fast. Best sevice for over 3 years from superloop. I would share my friends code both we get 10% discount for 6months. SLC-798739 Saved so much money and still using telstra modem with superloop.
I have been using Superloop for my ISP on the NBN for the past 2 years. Internet speed is not always near what I pay for, however that is probably more to do with the size and structure of our house. As far as service goes, they are easy to get technical support, and their technicians are first rate, able to solve problems over the phone. I very… Read more
recently had an issue connecting a mesh system to a new router, and Warren was able to fix the issue within a few minutes. Great service.
I have spoken to representatives from Superloop 3 times and have been impressed each time. The staff were friendly and helpful every time. Wait times on the calls were also low. First call was to connect my service as the address was not showing up in the system for a new estate. The staff member was able to sort it quickly and organise a… Read more
technician to connect me. The second call was when I was having trouble connecting to my new service. I was walked through troubleshooting and at the conclusion the problem was escalated to the hardware provider and the problem was solved within a couple of days even though it was a long weekend. I asked for credit for time the service was down and that was given.
Communication was clear and prompt. Now the service is up and running speeds are good.
Called up Superloop Activations Team and a support agent named Thushal Alahakoon handled my complex case professionally. Many thanks to Thushal and Superloop. Very happy with the service. Done an internet speed test and got over 2000Mbps download on HFC. Show details
I’m in a call with Harris, the called started with slow internet problem. Harris is very nice and kind on the phone, he talks to customer in a very friendly way that help me calm down and went through some troubleshooting steps with him. He has very deep knowledge on a broad range of network devices. We had internet problem since Friday last week,… Read more
he read though the case history and help investigate further. Eventually after we power off and on the NBN box, the network problem is resolved. He saved my day. Now we have very fast internet, thanks to Harris. I hope this message can be shared with his supervisor so that his good work can be recognised! Very happy with Harris support and will highly recommend Superloop to all my friends.
Kalana was excellent in suppprting me and helping me set up my wifi connection. Very fast and efficient Show details
Latest follow-ups
Very good and stable internet. Never had any issues. I recommend.
Follow-up · Never had any issue. Easy setup. So never contacted customer service. My plan is 50/20 and it was enough for play online gaming mobile.
Arham is quite helpful and straightforward thanks for that. And I decided to go again with superloop.
Follow-up · I end up end my contract with superloop and go with someone else. Arham is good but until my invoice coming and it different from what we (me and Arham) agreed. I chat with online support, they are cannot do anything and end up I decided to end my contract and find someone else.
Solid customer service. Thank you to [Name Removed] who very patiently helped me troubleshoot and resolve my connectivity issue.
Follow-up · I'd have loved to remain with superloop but their pricing has become uncompetitive, even compared to the ISP they acquired (exetel). I found out my price for nbn50 was about the same as what other providers charge for nbn500.
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In-depth reviews
My experience with customer service has been extremely disappointing. Calls frequently went unanswered, and on several occasions I was disconnected while waiting for assistance. It often required being transferred multiple times before reaching the appropriate person. Resolving a duplicate payment that was incorrectly deducted from my account… Read more
required several follow-up emails and numerous phone calls. Communication was slow, with many emails going unanswered, and the process to reach the correct person within the billing department was unnecessarily complex, involving multiple layers of escalation. While not all staff were affected, some members of the billing team demonstrated a lack of customer service skills, which further added to the frustration of resolving the issue. After repeated attempts to obtain assistance through both phone and email, I ultimately decided to terminate my account. As of the time of writing this review, my refund has still not been received. The billing agent from their Finance team I spoke had no patience or skills to address the concerns. Need some customer service skills or give the authority to their customer service team to issue refund if they finance team is not skilled to talk to customer. Overall, the experience has been highly frustrating and has fallen well below reasonable expectations for customer service and support and decided to terminate my NBN connection
I've been using the Superloop NBN 1000/100 (Lightspeed) plan and have been very impressed with both the speed and reliability. The connection is consistently fast and stable, making it ideal for working from home, video conferencing, streaming, cloud backups, and multiple users online at the same time. Peak-hour performance has been excellent,… Read more
and I regularly experience speeds close to what is expected from a gigabit service. Typical evening speeds are advertised at around 860/85 Mbps, which aligns well with my experience.
One of the reasons I chose Superloop is the value for money. I'm currently paying $109 per month for the 1000/100 plan, which is very competitive compared to other providers offering similar speeds. The service has been reliable, and I haven't experienced any major issues.
I also took advantage of the PriceLock option, paying a one-time $25 fee to lock in my current plan price for 24 months, which provides additional peace of mind against future price increases.
Another great benefit is the free VoIP home phone service for 24 months, which adds extra value for households that still require a home phone.
Pros
Fast and reliable 1000/100 connection Excellent performance during peak hours Great value at $109 per month Price locked for 24 months with a one-time $25 fee Free VoIP home phone service for 24 months Unlimited data Easy setup and activation
Cons
Customer support can sometimes be slower than premium providers New customer promotional pricing is better than existing customer pricing
Overall, Superloop offers one of the best combinations of speed, reliability, and value in the Australian NBN market. I would happily recommend the Lightspeed 1000/100 plan to anyone looking for a high-performance internet service without paying premium-provider prices.
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
Recent reviews
Superloop is great and I never have any trouble with them. I always have great service when I call. Especially my most recent interaction where Ahamed was super helpful with my enquiry and had a such a positive attitude. Thanks team!
Had an issue with one of the customer service person even after explaining the same issue about an hour he still made the error and was about to be charged twice but then I had a 2nd call with Ahamed Rahmathulla he was really great and helped me with the cancelation of the 2nd invoice within a few minutes, he was very friendly and understanding. Thank you.
I spoke with Timothy from Superloop this afternoon, and he was outstanding. He was professional, patient, and incredibly helpful throughout the entire conversation. He took the time to explain everything clearly and made the whole process easy to understand. Excellent customer service—Timothy is a real credit to Superloop. Thank you!
It was awesome talking with Hasna Shiyam on the phone service today. She was super patient and understanding in her communication with me, and made the whole experience of dealing with Superloop enjoyable and user friendly.
Cheap for a reason!!! Do not even waste your time as I have wasted mine. Lost my order 2-3 times lost count, then when I had rebooked the appointment and was appropriately on boarded, I was not notified until I had rang 3 times and reached to their on LINE agent... These people are quick to answer to initial outreach and as a business owner I can… Read more
tell throw all their agents into new sales... Even that process was clumsy and mysifying, but there is no one available in their back end who knows anything, continually passed around from agent to agent department to department only to receive notification my second installation appointment had been cancelled whilst I was on the phone. They are hopeless!!!!! Do not go near them or their sister companies. Exetel, lightning broadband, vostronet, and the neoloop wholesale ethos carries across like a poison challace.
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Hi Devang, Thank you for your positive feedback! We're… Read more