Superloop NBN 100/40 (Home Fast 40)

So far so good. They took their time and listened and helped me out with my enquiry. Most others tend to talk over the top of ya and don't get the full questions or answers then confuse the situation but not here. Already happy with the service I have gotten and I'm not even connected yet.

Genuinely cannot believe how poor the service has been. I have had to contact them almost every single day of the past 3 weeks since switching to them about constant drop outs, their own ticket system not working properly, their AI assistant lying to me, random charges to my bank account, etc. They are unbelievably incompetent. I have never regretted a decision as much as this one.

Fast response in the internet. It brilliant. I am very happy. Show details ·  2

'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 chose Superloop because of the attractive upload speeds, but unfortunately my experience was very disappointing. From day one, my FTTN service never worked. The DSL light on the modem would not turn on, clearly indicating there was no sync on the line. Despite explaining this many times, customer service repeatedly asked me to reset the modem,… Read more

reconnect cables, and repeat basic scripted troubleshooting that had nothing to do with the real issue.

The customer service experience was extremely poor. Representatives did not listen, did not understand a basic line fault, and seemed focused on reading scripts instead of solving the problem. I spent a lot of time on calls and messages without any real progress.

Eventually I had to cancel the service because nothing was being resolved.

I then lodged a complaint with the TIO. Only after escalating the matter was I able to recover part of the money I had been charged. Without the complaint, I do not believe I would have received anything back.

After leaving Superloop, I joined Aussie Broadband. They identified the line fault quickly, arranged an NBN technician, and I had working internet within 24 hours.

Superloop may advertise good speeds, but in my experience their customer support and fault resolution were extremely poor. I would not recommend them.

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.

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.

Had an issue with connecting to the modem had tried everything that was suggested online by superloop but nothing resolved the issue. I called superloop and was surprised that they answered pretty quickly and especially so late at night. Suvin answered the phone and stayed with me troubleshooting on his end without putting me on hold or needing… Read more

to transfer me to someone higher up. His customer service was fantastic and we were able to resolve the issue within the hour.

Anuththara Sandeepani was lovely and super patient the whole time. We tried many ways of troubleshooting going forward and after 50 minutes we were able to get the problem resolved :)

Insaf helped me reconnect my router after the NBN technician had been to visit. The NBN technician had given me a new piece of equipment, that was not talking to my router. Thank you for helping me fix the connection so quickly, for being patient, and for not trying to upsell me on new equipment that I didn’t need. Very much appreciated. A big thank you from the family as well! Show details

They strung me along for over 3 weeks after I setup an NBN account with them for an existing service. With multiple calls asking why my service wasn't live yet, they would give me the same scripted reply of "it will be ready in 2 business days" and "our backend team is on it" without providing a reason for the delay. I still have no home internet and have decided to go with another provider. Show details

Sign-up with Superloop with modem. Was then told there's no modem, have to re-order once connected. Service personnel turned-up quite nice and friendly, ok I give that. Disconnected our service and we were told it will be back up 30 minutes. Was told to wait refresh 5 minutes, another 20minutes. , another 4 hours, another 4 hours and it just gone… Read more

on and on wasting time and no one knows when would the services be backed-up?. A total waste of time to pay for extra internet credit on phone and missing a few datelines. Assuming Superloop is a good service why all the miss promises and asked me to call after 10pm if it is still not connected. No customer service at Superloop after 10pm btw so why asked me to call then? What an awful impression with all the misses-assurance.

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.

Our Internet dropped out for over 24 hours. The Nbn device appeared to be working, but Internet was not available via WiFi or LAN even after multiple restarts. Lasitha from Superloop support managed to reset our NBN remotely, and got the Internet working.

Superloop have the best product in terms of speed, latency and value for money. This evening I had some internet issues and was super impressed with how fast Deshan Ududeniya sorted the issue. I was on hold for less than a minute and all done in three minutes. Great to see Superloop pair best in class product with best in class service! Show details

Technician was incredibly helpful diagnosing a niche modem issue and getting me back online within 5 minutes. Connection the fastest I've ever seen in Australia.

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.

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