I was trying to connect my new service to Superloop using the Eero modem, everything was connected properly but still no service. I called to ask for help, the technician asked me to download the “Eero App” which after installing the App and going through the connection steps I gain internet service. Unfortunately with the delivery of the Eero… Read more
modem there were no instructions on how to connect your service. If a simple instruction brochure had been included I would have known I had to download the Eero App to be able to connect my service. Thankfully with the help of the technician I was able to connect and I am now enjoying my Superloop internet.
I was initially planning on switching to another provider, but a conversation with Arham completely changed my mind. He was incredibly thorough in explaining the entire process and highlighted the specific advantages of staying with Superloop that I hadn't fully considered. When I took the time to actually compare the value against the… Read more
competition, his points were spot on. It’s rare to find customer service that is both informative and genuinely helpful without being pushy. Thanks to Arham’s exceptional service, I’ve decided to stick with Superloop. Highly recommended!
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
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.
Find out how Superloop NBN 1000/50 (Home Lightspeed) compares to other Internet Service Providers
Know better, choose better.
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
I just switched from Aussie Broadband to Superloop last night, so this is an early impression. Still, the transition was incredibly smooth and lightning-fast, happening literally minutes after I signed up online. I didn't even realize the service had switched until my daughter's online gaming session dropped (I did give her a heads-up!). There was… Read more · 1
no router reconfiguration or reset needed, which, as someone in IT, I totally appreciate.
The main reason for the move was cost. With everything becoming more expensive, finding a good, reliable, and affordable service provider is tough. But right now, I'm saving myself a whopping $44 a month. For comparison, Aussie Broadband was charging me $129 a month for the exact same speeds. Superloop's Lightspeed plan (1000/50) is currently $85 a month for the first six months, then $109 after. I might downgrade my plan after six months, but we'll see how it goes. I do need to upgrade my router to support faster Wi-Fi speeds, but for now, I'm happy.
Had to call Superloop's Tech support team, to make some adjustments to our connection, and our call was answered by Demitha. He's been around block, and was a complete weapon... knocking out our request in a pretty impressive time, while verbally making it clear what had to be done, and what he was doing in the back end. Did a quick reboot of the NTD and she was all gravy mate. Cheers Demitha. Show reply
1st month with Superloop. Good wifi speeds consistantly 650+ Mpbs i have had 850 on a few occasions something i never had with my previous ISP who told me those speeds where not available at my address. Great technical support from Superloop who do try to go the extra mile. I am using the eero 6+ modem that came with the service. I run 2 tvs and 2 fetch tv boxes and no issues whatsover. Highly recommend Superloop Show details · 2
Latest follow-ups
So I have been with super loop for 18 months now I was on the 1000/50 plan for $89 then it went to $109. The best speed I got was 600mb on fibre. They have a plan 500/42 for $69 I asked to join that as iiNet and TPG have the same plan for $65. I sat… Read more
on hold for over 20min spoke to the first guy no good, then got onto the second department that was so pushy trying to talk me into a $95 plan. I said no thanks and hung up he calls me back saying we are not finished. I canceled my plan only to find out that I would be billed for a further 30 days. When I stated that the ACCC said you cannot be charged for a service your not using I was told that the service would not stop for 30 days so I could be charged. Read the contract when you sign up. Will never use them again.
Follow-up · Went with IInet after the 30 days change over took 20min went from $109 to $65 for 500/42 for six months.
System has been rock solid for a considerable time however lately it has been occasionally slow A lengthy chat with an online assistant was unable to fix the problem but after arranging a callback from tech support the problem was rectified within… Read more
a few minutes by assigning a new ip address as i had had the old one for about 12 months which apparently started to cause problems
Follow-up · slower than normal speed eventually turned out to be a provider port issue.My traffic light om thr fibre termination unit was flashing very fast continuosly, as if i was using lots of data , even though none was being used.eventually solved with troubleshooting with the provider. back to normal now.
Ornella was fast efficient in resolving my issue christmas time meant a bank transfer took longer than usual to hit my bills account. And without prompt she reached out to relevant team member had my account credited for the late fee. This is one of… Read more
the many reasons i am a loyal customer to superloop the support is amazing, they aren’t the cheapest but when you get support like this every-time who cares. Thank you again strongly recommend superloop to anyone who is considering the swap or signing up.
Follow-up · My experience has not changed it’s always been great, the small issue i had was reaolved on a single phone call. There have been no issues outside of this. My speed is fast and consistent every day with no down time unless it is scheduled overnight whilst even working it has resolved.
Positive reviews
Fallon from superloop provided me excellent service on connection and network troubleshooting which was resolved and also provided a discount on nbn plan service as a long term customer. Show details
Find out how Superloop NBN 1000/50 (Home Lightspeed) compares to other Internet Service Providers
Know better, choose better.
The agent was very helpful and was happy to assist me in getting better deals eventhough Superloop couldn’t match price match my new NBN service. Overall superloop has been amazing! Show details
Chami was great in assisting me with my internet connection. I had just changed providers to Superloop and had trouble configuring my modem. She was able to guide me through the configuration with ease. Thanks again Chami
Negative reviews
This is the worst company we have ever dealt with. We are paying for lightning-speed business NBN and getting less than 100 bpm ... every time we try to rectify it, the same rubbish and procedures that don't work.....we are experiencing continual drop outs causing our teams significant grief and stress.... Show details
Hi Silvio M, We’re very sorry to hear about the… Read more (+2 replies)
All good until had some update, couldn’t work from home due to very slow internet (below 100 sitting at router). Internet got worse after escalating issue and not very helpful. Moved to another ISP and getting better speeds than I’m paying for. Show details
Hi Matt, Apologies for the experience you’ve had.… Read more (+2 replies)
Worst Billing & Customer Support Experience The internet connection itself was stable and uninterrupted. Unfortunately, my experience with Superloop’s customer service and billing team has been extremely frustrating. Activation Mistake When I signed up, I clearly told the agent that my connection should start after 30 days because my existing… Read more
provider required a notice period. I was assured the service would only activate after that period, although an NBN technician would visit earlier to prepare the setup.
However, within one week of the technician visit, Superloop activated the service and started billing me. This left me paying for two internet services at the same time for almost a month.
To their credit, they later acknowledged the mistake and issued a credit, so I assumed it was a one-off error.
Transfer to Housemate Gone Wrong
A few months later, I moved out of a share house and wanted to transfer the service to a housemate who was staying at the property. I contacted Superloop more than a month in advance and was advised that the new tenant could simply call customer support to update the account.
My ex-housemate did exactly that and was told everything would be transferred and aligned with the billing cycle.
Believing the issue was sorted, I moved out and even chose Superloop again at my new address because the internet quality had been good.
Double Billing for the Same Service
Shortly after moving, I started receiving multiple bills for the old address. When I checked with my ex-housemate, he confirmed he was already paying for the service at that address.
After contacting Superloop, I discovered that they had created a new account for him but never cancelled my old account, meaning two accounts were being charged for the same service.
Endless Calls to Fix a Simple Problem
I contacted support 6–7 times trying to resolve this. Eventually, I had to organise a three-way call with my ex-housemate and Superloop just to explain the situation again.
During that call:
They acknowledged the billing error
They cancelled the old account
They asked us to pay for a 15-day gap period
We also paid the remaining router/modem charge
We agreed and paid the requested amount immediately.
Still Receiving Bills
Even after the payment was completed 1 week ago, I am still receiving automated billing emails for the same 15-day charge that was supposed to be waived.
When I called the accounts team 3 days, they told me the correction had been approved and would update within 2 days.
Yet today, another payment reminder email arrived. Contacted Superloop to rectify this issue again, they put in on hold for 45 minutes and disconnected the call -> worst service ever.
Worst part of all this is, they have already deducted 175.5 for modem and remainder and double charge, where they deducted 133 again. Reported this issue with Superloop and was advised they will escalate with billing team and let me know.
Final Thoughts
The internet service itself is okay, but the customer support and billing management are extremely disappointing.
After multiple calls, repeated explanations, confirmed payments, and acknowledged mistakes, I am still receiving incorrect billing emails.
A reliable internet provider should not just offer good speeds — they should also have competent support and accurate billing systems, which unfortunately has not been my experience with Superloop.
I don't recommend Superloop to Friends or Family. -> Save yourself from the hassle.
Hi Yadu, Apologies for the experience you’ve had.… Read more
Recent reviews
I recently contacted Superloop regarding an issue with my internet speed, and while the problem hasn’t been resolved yet, I wanted to recognise the excellent customer service I received. The representative I spoke with was professional, patient, and genuinely helpful. He took the time to properly investigate the issue and identified that it may… Read more
be related to a backend problem rather than something on my end, which was reassuring.
Even though the issue is still ongoing, the level of support and communication was great, and I really appreciated the effort and transparency.
Looking forward to getting it fully resolved soon.
- +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
Superloop has a 30 day policy cancellation requirement, where if you don't provide 30 days notice they will charge you a full month. On 7th of March I used their online chat to request my 30 day cancellation, that went well. And I was told 6th of April would be my cancellation date. Today 23rd of March I received an email stating a full month… Read more
would be deducted on the 8th of April.
I used online chat again and provided screenshots of my previous conversation on the 7th of March. They claim they had no record of this and could they give me a call back.
I said I don't want to waste more time on this and provided an AI breakdown of the conversation from their teddy chat.
After 30 minutes of wasted time and threatening if they deduct the amount on the 8th I'd be initiating a chargeback with my bank and they can deal with them.
The decided to confirm my cancellation date of 8th of April.
I've now got more screenshots to confirm.
I have no confidence in Superloop to not charge me next month.
Change this st^pid policy Superloop.
Hi Russell, Apologies for the experience you’ve had.… Read more
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Hey Gary, We’re very sorry to hear about your… Read more