Superloop NBN 100/40 (Home Fast 40)

'Sean' was both precise and helpful, regarding NBN bonus upgrades, versus Superloop offered upgrades. We'll versed in technical aspects, apart from sales aspect. Show details

I've been with Superloop since the 2024 Black Friday special. Never had any problems, nor downtime that I can recall. I can't say I like their 30 day cancellation policy, especially when forgetting about it when it's time to cancel, but if managed well then there's no issue. I found a new Black Friday deal elsewhere, substantially cheaper if I… Read more

also upgraded from FTTC to FTTP. Whilst I don't need the inconvenience of the upgrade, avoided to now, pricing was too good to pass up hence moved away from Superloop for this reason alone.

Cancellation over their chatbot was EASY! I see a lot of people 'complaining' about having to call SL to cancel but I did it over their chat with ease and plenty of info coming back (final bill price, etc.). I will apparently be getting a call from Superloop to confirm my cancellation which is a PITA because I don't really need a call, but it is what it is.

I've had a great experience with Superloop over the last 12 months, no CGNAT which is one of my requirements - I do recommend.

For almost a week I’m now having issues with the internet service. The Helpdesk staff was friendly and patient but in the end no explanation or solution was provided. First the service was just completely disconnected for almost a day. When told the issue was resolved there were still many connection issues so logged another case. Again going… Read more

through the standard Helpdesk’s flow but no solution. Even worse they made it worse as they removed my dynamic IP and added me to their NAT without even mentioning and suddenly all my home automation etc stopped working. Logged a third case and now it’s my Ubiquity network that is the problem. I made no changes to it for years and always worked fine but he, NBN told Superloop days ago the issue was resolved so it must be on my side. Logged a case with Ubiquity, they looked at the logs and no issues. At some point, it all started working. No, after loosing a few days of work being in calls with Helpdesk’s I’m not happy with this Superloop. Will definitely switch when a good deal comes up from a different provider. No compensation offered at any point.

Note I have updated my vote to 2 stars as I have this ticket open for 11 days now and only today they increased it to urgent. However after 2 weeks no one contacted me nor did I get any update. This is not a good experience. Their billing department however works very well even I was not able to use their service much for 2 weeks now. I don’t care much about the money I do care about the lack of service.

Wanted to inquire about free Amazon eero 6+ router being offered to long standing customers. Basically how much better is this router over my existing TP-Link router and a separate range extender. Also the eero only has 2 Ethernet ports which isn't enough for my needs. And how much better is a new eero over my existing TP-Link router? Also by… Read more ·  1

agreeing to this new router (of which I still have to pay $20 delivery fee) I have to stay connected to Superloop for 2 years, or I have to repay costs towards the eero router. And I'm only getting the eero router because Superloop say much faster NBN plans are coming, but I am concerned about buying this upgraded router and the new NBN plans are too expensive for me and I've wasted my money. Superloop are teasing users to upgrade their equipment but give no indication whether the NBN upgraded plans will be the same price of current plans, because I'm not going to switch to a new plan if they are too expensive. They will need to be very close or the same as what I'm paying now.

I'm at work and can't remote into my computer at home. I noticed in the wee hrs the internet was down and didn't check it before work. Using Superloops AI assistant "Teddy", I was able to run a diagnostic on my home setup via a browser at work. It saw my modem was having issues. I then asked it to check for outages in my area, and within seconds… Read more

it checked the outage page and confirmed there were none reported. It then gave me the steps to go through when I get home.

The interaction was fast and accurate. This cannot always be said of AI, but my experience was great.

We spoke to someone this morning that said they would fixed the wifi issue within 20mins. We waited all day but it was not fixed. Called agin this after and Azaam fixed the issue right away and was very pleasant. Thanks mate

Great Service and Excellent Support I had a great experience with the team. The service was excellent, the connection setup was smooth, and the staff were very helpful throughout the process. A special thanks to Arham for providing outstanding service and helping organise my connection during the relocation. Everything was handled efficiently and professionally. Highly appreciated! Show details

Was great to start but now has random drop outs every few days. Tech support was little help - asking to run speed tests. When connected the speeds are great and what is being paid for. Sadly when not connected clearly where the issue is, i cannot run speed tests. The Refreshify option in the app that is meant to diagnose the problem does not… Read more

work if there is no connection to the NBN, The NBN box disconnects.... Superloop says there is no issue. There is, as there is no connection to the NBN !!! You get what you pay for but as they are now increasing pricing at the same time as not trying to fix the problem it's time to move on. Caveat emptor. When I was with Aussie Broadband they worked a bit harder for their customer to diagnose and fix the issue. Time to give them a call.

Sold me a speed, not just advertised but sold me a speed, that NBN co says I could never have been provided. Bundled it with a mobile plan and despite the discount was still horrible value. Started getting major issues with cell reception and mobile data even in areas with cell reception. Switched to another provider also on the Telstra network… Read more

and the issues went away.

No response to my complaint even though their website says they respond within in two businesses days. I cancelled my NBN connection and they connected me anyways.

Kept trying to talk to their support throughout the week but had to deal with a chat not instead.

Their chat bot told me no formal cancellation request was received and they'd charge me a full month even though I'm cancelling within hours of the connection and had already requested a cancellation in writing well before.

It has been ok until you want to cancel the service. I switched over to another NBN provider as I have been offered a better deal being their phone customer. Superloop did not proactive offer existing customers with discounts. On cancellation, Superloop insisted on human phone call on cancellation and ask me to give out personal details over the… Read more

phone. These days everything should be done online I didn't appreciate a human phone call during my working hours.

The person I spoke to * Jimmy * was honestly very kind, patient and informative. Im not very familiar with getting any internet but he was extremely kind, very well spoken and overall id say a top tier worker! It makes these kind of interactions alot easier Show details

I’ve had many unsatisfied experiences with the support and advice in the past which is why I switched providers . However, even though I am no longer with your company I was extremely satisfied with the customer service and resolution I received that it has made me reconsider coming back to superloop if I find issues with my new choice. Thanks to his genuine customer service, it didn’t sound scripted which can be very condescending. Show details

I would like to highlight the excellent support provided by Anuththara Sandeepani from Customer Service. She took ownership of my case and worked diligently to resolve an issue related to the backend activation of my service. Anuththara was attentive, professional, and proactive throughout the process. After a couple of follow-ups on my end, she… Read more

ensured the matter was properly addressed and personally called me a few hours later to confirm that everything was working as expected.

Prior to her involvement, I had been feeling quite frustrated, as my case had not received the level of attention it required. While I understand that some technical issues can be beyond immediate control, what truly makes a difference is the level of care, communication, and problem-solving mindset shown — and Anuththara demonstrated all of these exceptionally well.

Thank you, Anuththara, for turning this into a very positive experience.

The internet was okayish, but cancelling the plan is a bit painful, they require 30 days notice even on a no-lock contract. No options to cancel the plan via website, app or similar self serve system. The only option is to call them directly which is only during business hours. I will never come back, I had better experience with other providers. Show details

I have a static IP and i was able to get my account swapped to my new place after moving and Jericho was awesome on tech support and it was very fast changeover. Show details

Aagash was very helpful! They managed to diagnose the problem almost immediately after explaining the situation. They even provided a suggestion that fixed the issue and was very patient with us. They seem very knowledgable with the technology, and managed to make sure we understood everything said. Wonderful experience. Show details

Melinda from the customer service was very competent and fast in resolving my issue regarding the address my modem would be dispatched to. She also ensured that it would be dispatched tomorrow as I'm moving out in 3 days. I haven't used the service yet and was very disappointed to see that my modem will arrive after the activation date for my service. I'm working from home and won't be able to use the Wi-Fi for days when I move to my new place.

Azaam was absolutely amazing- Ive been having so many issues trying to resolve a problem I have no understanding of. Azaam was extremely helpful and clear and went over and above to help me with understanding what I need to do to proceed. Thanks so much mate Show details

The operator was extremely helpful, provided quality insights to all of my questions whilst clearly outlining next steps putting giving me peace of mind that everything is progressing as intended. Thank you very much, would recommend this team member for recognition ⭐ Show details

Suvin from customer support at Superloop was brilliant at being attentive and extremely polite whilst also being extremely knowledgeable throughout extensive attempts to troubleshoot and solve complex internet issues

NBN Review : I am in a small village with FTTN and FTTP not scheduled until March 2030. Internet very unreliable due to the copper infrastructure - internet fails when it rains. NBN technicians keep coming out to swap to other copper pairs - works for a while then fails. My complaint is that NBN technicians cancel appts without any customer… Read more

notice or even the provider Superloop. Superloop review: I like their "Teddy" AI chatbot , I like their app tool to check the service. What I do NOT like is Superloops call centre. You get passed from customers services to technical services to retention services and back to technical services. Noone wants to take responsibility for fixing an issue end to end. After 4 days of phone calls I finally managed to cancel my service - bought Starlink from the local Bunnings and was up and running in an hour. Slightly more expensive service but it is reliable (so far).