Superloop NBN 1000/50 (Home Lightspeed)

I waited two weeks for Superloop to organise the NBN connection to which they never showed two weekends in a row and never followed up with any communication after having to wait at home for two weekends. Only a blankt email to say that it has been cancelled and no further information leaving me to contact superloop who confirmed it would… Read more

definitely be active by the end of the next week.

They never showed again and never communicated only again a blanket e-mail with me having to call super loop.

I’ve called and then cancelled the service and gone with another provider who was able to get the NBN installed and connection operational within 24 hours however super loop only have NBN installers on weekends.

They have no staff to do NBN connections during the week and then never show on weekends.

It was then confirmed I would not be charged for the Services. I was in charge of $25 with no clarification of what the charge is for.

I’ve now been charged another 216 with no acknowledgement or confirmation of the charge is.

I have written to superloop to request confirmation the charges will be removed and it’s been another week with no contact after following up twice.

My next complaint will be to the telecommunication onbudsman due to such poor service and then seperately charging me twice after confirm confirming no charges are applicable.

I would highly recommend sourcing your Internet services from a reputable provider as Superloop have continually showed how terrible they can be and have no thought or care for their Customer in the middle.

Michael Mella

Positive – We've had persistent and constant dropouts recently, which is disappointing; however, when we contacted Superloop to advise them, they made some changes that, so far, have made a positive change to our service. Show details ·  1

6307444, fixed in several minutes. Today Lasitha was very helpful with my VOiP issue Show details

I was having trouble connecting so I called tech support Hirushi was absolutely brilliant very thorough and even suggested a video call to make sure all was connected seem in the end it was the power supply that I used from the first box that was… Read more

sent it’s possible faulty. So far I’m not disappointed that I took a leap of faith from Telstra to Superloop please keep up the good work and don’t become another complacent business that doesn’t care about customers who are the ones who actually keep you on business. I will be certainly be recommending Superloop to my friends and everyone I meet.

⭐⭐⭐⭐⭐ Superloop has been excellent, and Teddy makes the overall support experience even better. It’s fast, easy to use, and helps with everything from billing explanations to troubleshooting and service support. The combination of Superloop’s network and Teddy’s automation makes the customer experience simple, efficient, and reliable. A great example of how technology can make support faster and easier. Definitely a 5-star experience.

Very happy with Superloop’s 1Gbps plan. The speed has been consistently fast and reliable, with no noticeable dropouts or interruptions. Overall, great performance and a solid internet service.

The person who helped me was absolutely wonderful even though there was a little bit of difficulty in rescheduling my appointment. They went above and beyond until they secure the appointment that I needed. Highly recommend.

Multiple weekly outages no good for late night gamers or late shift workers. As a afternoon shift worker, sick of their pathetic outages only get a few hours of streaming. You cannot get a hold of them on the phone for anything, especially billing issues. Do not use their APP for billing, when you pay it errors, but in the background it takes the… Read more

payment. On the app it reads it failed... please try again. So stupid me without checking my bank, I try again. After 48 hrs I finally got hold of someone on the phone to request a refund due to overpayment. They advise they will send an email with an update & refund details. On the next billing cycle 4 weeks later I receive my monthly bill, no refund. I refused to pay my account until I get my refund & would cancel my account, My refund was refunded the next day $10 short, my email was ignored as I wanted a please explain & gave up trying to reach them on the phone. The next day I receive another bill for 10 cents & I refused to pay it & my bank account ignores anything under $1. They attempted to retrieve the 10cents & declined the payment, therefore that warranted a $10 charge for late payment from Superloop. No pro rata charges for the lengthy outages. Not recommended at all. I have finally moved on from this outfit, enough is enough!

Lower speed than advertised, 1 month cancellation notice so they can milk one last extra month out of you. When you try to cancel it, they transfer you around and will hang up without calling back. Avoid them like the plague. The cheap price initially doesn't last long. ACCC needs to look into these type of misleading and deceptive tactics to keep… Read more

clients on, it's the little old ladies and folks who don't stand up to them that get taken advantage of. Other companies with overseas call centres seem to be doing this too (MYOB) , the execs and top dogs who have KPIs associated with conning people into staying on longer than what they have to should be dealt with accordingly. Bloody scumbags

For the first 24 months, they were great but there's a glitch in their payment system and the only way to fix it was to leave them. Anyway, they're prices keep increasing and there's much better deals out there. There is no point in being loyal to them. Once your discount stops, move on.

Great customer service from Shakeel Ahamed at Superloop! I called to switch my internet plan from 1000 Mbps to 500 Mbps, and the whole process was quick, easy, and hassle-free. Shakeel was friendly, professional, and very helpful throughout the process. Really appreciate the excellent service!

I dealt with Vimangsa who was very attentive and patient with me as we worked through some connection issues in a new house. Vimangsa was fantastic with her support.

Superloop has been great. Customer service is top notch. Just had Liddian help me connect my phone post migrating to Superloop. Super helpful and took care of the setup himself.

Good service provided by Superloop trying to troubleshoot a recurring VoIP issue. Hopefully it is sorted out now. We will proceed to "pressure test " the system to determine if the issue has been solved.

After two hour of diagnosis earlier in the day I rang back later in the evening . I had done all the trace diagnostics with ChatGPT and gave the results now. Once you had the diagnosis from AI changing the IP which was affected by the recent sanitised the problem

Worst part of the service was the hold time to be answered, but even then, relative to other telcos is so much shorter. Service wise, Vimangsa Rajinee was great. Patient, understanding and professional. Went through the steps of troubleshooting with ease. Defs recommend

Sheikh was able to provide the information i was looking for. He was very polite and well informed. He provided me guidelines on how i can check status, billing and other services through the Superloop app. Thanks

Issue statement: I have been moved on to another provided Jul, and still receiving bill asking Aug Issue analysis from Frank from customer service: Superloop received deactivation but did not executed, and he explained he could work with the team to waive and refund if there is any Feedback: Taking ownership and trying everything to make customer… Read more

happy instead of looking for any excuse to push back make superloop outstanding and definitely recommended provider, as per Frank, he can`t control pricing strategy to attract customer, but can do his best to make customer feel welcomed and come back anytime when the other provider no longer deliver what customer expects. really appreciated

Sashane was very friendly and helpful in sorting out a multiple accounts confusion for me within a few minutes. Would definitely recommend superloop for the great value services and customer support.

Harris was outstanding from start to finish. He was supportive, patient, and understanding throughout the entire process, taking the time to explain everything clearly and answer all my questions without any rush. His knowledge of the Superloop setup was excellent, and he was extremely helpful in getting everything working smoothly. A really professional and positive experience – thank you, Harris!

Look I was looking to cancel but Pruthvi did a great job of selling me to stay with superloop. My previous address wasn't reaching 1000mb/s more like 350mb/s but he reassured me if that happens at this address the technicians will be able to look at it and get the speeds we are paying for. He gave me a discount for staying as I'm a long time… Read more

customer and assured that superloop is a better provider than origin due to technical and customer support.

The new customer deals are great and competitive us the referral bonus stacks up. Everyone I know uses superloop so we all kind of benefit each other. There technical and sales teams call centres are Australia based and really focus on customer service. Don't shy away from asking for a deal you might get a few bucks knocked off even after your… Read more

promotional period has run out!

And the speed boosts. Oolala amazing all app handled all immediate.

If you found this helpful my shameless plug is used my referral code and help a brother out.

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The product is excellent, and the customer service staff are incredibly patient and friendly. Humaid helped me activate my internet quickly with an outstanding attitude.