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.
Constant low speed than plan. The support request take 30 mins for a live agent and AI agent is useless. Constant outages blamed upon NBN which could be true but its ridiculous. as customer paying $109 a month, dont get the committed services from the provider. Company should compensate for every outage that last more than minutes
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
- +1
I've had problems with the connection from day 1. I've experienced very slow speeds and dropouts. I had no such thing with my last NBN plan. I was enticed with the Lightspeed. I used the online chat to Teddy who was Super helpful however the low speed and dropots continued. Spoke to a technician next who gave his best and was very reassuring. He… Read more
did tests and resets and asked me to callback if the problem persisted. Next technician was not helpful. Called back on 7/2 and spoke to technician Anuththara. She checked her records and went through the entire set up to find the problem. We did repeated internet speed tests. Lastly I was asked to connect to laptop, unfortunately my laptop doesn't have an adapter so we couldn't rectify the issue. She sent me an email and asked me to contact her as soon as I had a reading from my laptop. She was very reassuring. Matter is not resolved as yet but I know I'm dealing with someone who cares
Amazing customer services and internet. I ll be recommending in future to friends and family. Show details
I recently signed up for Superloop NBN 1000/50 (Home Lightspeed) after dealing with frustrating speed fluctuations on Telstra 5G. I really wanted a more reliable connection, and I have to say, the experience has been fantastic so far. The call wait time was under a minute, which was a pleasant surprise! Drin, the representative who helped me, was… Read more
exceptional. He was clear, patient, and genuinely invested in making sure I understood everything. As someone with ADHD, I truly appreciated how he tailored the experience for me, guiding me through relevant web pages as he explained things. It made a world of difference.
What really stood out was his practical comparison of keeping my existing eero Pro 6 gateway versus opting for the free eero 7 with a 36-month commitment. Drin helped me weigh my options and choose what made the most sense for my setup—sticking with my current network.
Importantly, it never felt like a hard sell. Drin was on my side, focused on what was best for me rather than pushing for an upsell.
Overall, I’d give the sign-up and customer service experience a solid 5 stars. I’ll be sure to update once my service is active and I’ve had time to assess the performance and stability!
Very swift upgrade process from creator to lightspeed (lightspeed is 1000/100, not 1000/50). Customer service was extremely friendly and helpful, and was to the point. Connection has been very stable thus far, no drop outs at all. Speed is about as advertised. Show details
Aiana is a very nice girl ! Thank you very much. Show details · 1
Great internet hardly any drop outs. Although I'm signed up to 1000mbs I do t get anywhere near that. More around the 300mps it is probably my end as I'm using wireless. Great customer service everytime i ring, which is not often as I rarely have problems. I have poste evidence of speed test. Again I'm in 1000mbs but do t get anywhere near it. But it's still fast enough for my circumstances. Show details · 1
Very helpful, friendly and knowlegable helping with innititial setup. Speed is not there yet. Will have a look again in the morning. Show details · 1
Great customer support quick and easy great waiting time if any with customer support and technical support would highly recommend to friends and family Show details · 1
Excellent service. Was polite, answered my questions accurately and spoke great English with clear communication Show reply
Find out how Superloop NBN 1000/50 (Home Lightspeed) compares to other Internet Service Providers
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The NBN HFC service, that i am receiving from Superloop is Excellent, the pricing is abit high, gigabit speeds should be 90$, and superloop need to invest more into transparency, like those who want to sacrifice download speeds, for better lower ping, pause and start feature, like for example those who are going for a month or two overseas… Read more · 3
holiday, for every customer to pause the internet, for an month or two while they are in holiday, so they won't get charged, thing's like this Superloop should come ahead in transparency innovation.
I have signed up for 1000mbps, but able to only get 700-800 Mbps during off peak hours. Show details · 1
Have always provided a great service and quick to help if any issues (not that I’ve had any) Show details · 1
Latest follow-ups
Angelo was great to deal with. Handled the order quickly and professionally. Looking forward to a new era of nbn connection. Very competitive pricing. Show details · 1
Follow-up · We are on the home light speed plan, and with 3 high using adults in the house, have barely hit any hiccups, and the connection has been very stable supporting work from home setups, as well as streaming/gaming with all engaged individually at times. The setup was super easy, and we did get a new router through Superloop to compliment the plan.
Signed up. Good so far. Let's see how they perform Show details
Follow-up · You'll have to ask "Superloop" what caused the outages which occurred far too often. They wouldnt accept a 'used' modem so they charged me full price.
Hi M.K, Thank you for signing up with Superloop. We’re… Read more (+1 reply)
Extremely helpful and polite. My internet was up and running in no time Show details
Follow-up · Its is way to expensive now and is constantly disconnecting. I have also been charged early with the upcoming price changes. It is time to change providers.
Hi William, We really appreciate your kind words! It’s… Read more
In-depth reviews
I’d be honest. I called Superloop to cancel my service to help reduce costs given these hard economic times. It had nothing to do with customer service service or speeds as these were excellent. I’ve been with them for years without issue. I was honestly expecting huge resistance and a hard time like I have when cancelling other services in the… Read more
past with other ISP.
I was pleasantly surprised with Ashamed, he came up with a solution to bring my cost down but maintain high levels of service that I’m used to with Superloops infrastructure.
Rather than losing me as a customer they were able to transfer my service over to their sister company exetel at the rates and speed that I was looking for. They even waived my cancellation notice period and help me get set up with the new provider over the phone quickly. There was no disruption to my service or exit costs or overlapping billing periods.
It was honestly impressive. I have a service that that’s within my budget, it still uses the legendary infrastructure (Superloop traffic is still prioritised). I’m getting consistent speeds and better latency than the major ISP like Optus or Telstra and almost as good as Superloop.
It’s a win win.
- +4
If you’re thinking about signing up with Superloop for their ‘1000/50’ plan, don’t get too excited about the ‘1000’ part. It seems to exist only in the marketing department. In reality, you’ll be lucky to see even a quarter of that speed. I have never once seen anything remotely close to the advertised performance, which makes you seriously wonder… Read more
what exactly you’re paying for.
Customer support is another masterpiece. Trying to speak to an actual human is practically impossible. Everything is run through AI bots that keep repeating the same script ‘everything looks fine on our end.’ Apparently delivering a fraction of the promised speed is considered perfectly acceptable.
To make things even better, I followed their advice and invested in a state-of-the-art router to rule out equipment issues. Unsurprisingly, it solved absolutely nothing. Same terrible speeds, same robotic responses, same expensive bill every month.
Selling a premium ‘1000 Mbps’ plan while consistently delivering a fraction of that feels incredibly misleading. At this point it’s hard not to see it as little more than clever marketing wrapped around a very average service. Save your money and look elsewhere
Hi Robert, We’re sorry to hear this. Please DM us your… Read more
Outstanding Support from Shakeeb My NBN service went down unexpectedly at around 1:30 AM on the 14th, with no explanation or warning. When I first contacted support, I was told it could take up to five days before an NBN technician could attend, meaning I’d be without internet entirely for that period. It was incredibly frustrating given how… Read more · 1
critical the connection is for our home workstations.
When I called again and spoke with Shakeeb, the experience completely turned around. He was incredibly patient and empathetic, taking the time to go through every possible angle of troubleshooting with me. Regardless of the physical state of the service, he was willing to test, retest, and explain things clearly, making sure I felt informed and reassured.
Most importantly, he gave me genuine confidence that my case was being treated as urgent, and that a team was actively committed to resolving it. After days of feeling like the problem had been brushed aside, this made all the difference. Somehow, after all the frustration, Shakeeb’s professionalism and care left me actually feeling happy with the interaction — a rare thing in situations like this.
Find out how Superloop NBN 1000/50 (Home Lightspeed) compares to other Internet Service Providers
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Positive reviews
i had the pleasure of speaking with Umesh Rajeev and he was very reassuring with solutions to my problem. He was responsive, polite, and comprehensive in his service.
Superloop has been great to work with. Special thanks to Shirantha A. for providing so much helpful support. Very professional, responsive, and knowledgeable throughout the process. I really appreciate all the assistance thank you! Happy Customer, JIUXUAN
I have been using Superloop for several years. pretty happy and smooth. I am switching to another supplier who has a better price due to promotion. I cancelled via Superloop's online chat box, Teddy assisted me with my cancellation, smooth and efficient. 30 Days notice must be given in advance, be prepared for this if you wanna cancel as well.
Negative reviews
No better than Telstra. Bad reception in the house even with 4 boosters & phone coverage is poor. Billing is not exactly customer friendly. I paid a flat amount a week with my last provider via Bpay so I was always in credit. Cannot do that now as Superloop does not have Bpay. ST^PID!
During sign up I was offered a free modem and selected this offer. Received the email confirming the service but nothing called out whether a modem was included or excluded. Service was activated and I was told no modem was selected. They were focused on “proof” such as screenshots which I did not have. So after dealing with their awful service… Read more
team I was simply told “go buy one”.
Rather than attempting to satisfy a customer they really just did not care.
Internet also dropped out and when reported they simply sent an NBN tech out to turn the power off and back on because they failed to do any troubleshooting.
Hi Dan, Apologies for the inconvenience. Please DM your… Read more
I would not recommend this service provider!!! I subscribed to the lightning plan but I'm getting mediocre speeds. < 300mbps downloads. Check first before you engage and sign up! Not what I expected.... Show details
Hi Etienne, Apologies for the inconvenience. Please DM… Read more
Recent reviews
Harris was amazing at taking me step by step to reconfigure our modem, great patience when I didn’t understand What to do. We got there in the end, would have been lost without his guidance.
Sonal was an absolute pleasure to deal with, identified the problem and sorted immediately. No doubt Sonal has had difficult interactions today following our buildings migration but one could not tell due to his jovial patient tone. Very much appreciated sir!
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Hi there, Apologies for the inconvenience. Please DM… Read more