Superloop NBN 500/50 (Home Ultrafast)

I recently switched from my previous internet provider to Superloop and requested my service to be activated on 15 April 2026. As part of the transition from a 5G connection, I also ordered the latest NBN HFC connection box along with Eero 7 modems. While I received the Eero modems within two days of submitting my application, I did not receive… Read more

any update regarding the HFC NBN connection box until 16 April—one day after the service was meant to be active. At that point, I was notified that a delivery label had been created, with an estimated delivery date of 20 April.

Unfortunately, my service with my previous provider ended as scheduled, which means I have been without internet access since last night. This has caused significant disruption, as I work from home and rely on a stable connection.

I have contacted Superloop support multiple times, but have not received a clear explanation or ownership of the delay. Once NBN receive orders from ISVs, they dispatch the devices on the same day, or the day after max, which indicates that Superloops has only initiated the dispatch of the connection box after my activation date had already passed.

To date, no one from Superloop has been able to clearly outline what responsibility they are taking for this delay, nor what compensation may be offered. A simple apology does not address the inconvenience caused, including the need to work from alternative locations such as a library until a reliable home connection is established.

I would like to provide feedback regarding my recent experience transitioning from Exetel to Superloop. ​The Positive: > I want to highly commend Deshan Ududeniya for his exceptional support. After I had been without internet for nearly three days, Deshan was the only one who professionally and patiently diagnosed my network issues. He… Read more

systematically identified the connection errors between my devices and the Netcomm modem, and successfully guided me to switch to my eero router. He also provided a clear and detailed analysis of my plan options. His expertise and customer-centric approach are the reasons I am now back online.

​The Complaint & Request for Compensation: However, the overall migration process was far from satisfactory. The specialist who handled my transfer failed to disclose that there would be a significant service gap (over 48 hours). I was led to believe the transition would be seamless. Consequently, I was left without internet for nearly three days, forcing me to rely on my mobile data at my own expense and causing considerable inconvenience. ​While I am grateful for Deshan’s help, I request Superloop to provide a credit or compensation to my account for the downtime and the additional data costs incurred due to the lack of clear communication during the sign-up phase.

Above and beyond service. She Fixed a 2 old year issue with our router. We had bought our own router to this service and had never changed the router settings, we didn't know that was a thing. After two years of dealing with this and not thinking the internet was very reliable, this person spending an extra few minutes to investigate and give me a hand has left us with incredible internet. Thank you!! Show details

Ultra fast. Best sevice for over 3 years from superloop. I would share my friends code both we get 10% discount for 6months. SLC-798739 Saved so much money and still using telstra modem with superloop.

I’m in a call with Harris, the called started with slow internet problem. Harris is very nice and kind on the phone, he talks to customer in a very friendly way that help me calm down and went through some troubleshooting steps with him. He has very deep knowledge on a broad range of network devices. We had internet problem since Friday last week,… Read more

he read though the case history and help investigate further. Eventually after we power off and on the NBN box, the network problem is resolved. He saved my day. Now we have very fast internet, thanks to Harris. I hope this message can be shared with his supervisor so that his good work can be recognised! Very happy with Harris support and will highly recommend Superloop to all my friends.

I love this man - he gave me great service and helped us heaps! Gave us realistic time frames of when our product will arrive and said how easy it was to set it up Show details

Suvin was so helpful in diagnosing and sorting out the slow speed issues I was having. Couldn't be happier with the service and tech support given to rectify the issue and get me online again with speed. Thank you so much again Suvin youre a legend. Show details

Superloop broadband is very good customer service and good broadband speed Show details

I had a confusing Internet connection setup in my apartment. Dishsan quickly worked this out and explained it to me and helped me test the connection so I could be sure before purchasing a router. He was polite, patient, answered all my questions, knew exactly what to do was generally just nice to talk with and helpful. Thank you so much Dishan. Show details

Tharuka was very helpful and guided me to resolve the issue Thanks for your support my service is running smoothly Show details

Customer Service with Superloop has been very good and happy with customer service Show details

Kalana was a pleasure to deal with and was helpful in getting my internet service working properly. Show details

Good explanation, i love how Azwin answer all of my questions clearly and direct with calm. And he also provided me an email about the modem that should I buy. Thank you

Both Adithya and Alas were superb. Im quite a techie person but I couldn’t figure out what was wrong with my new PPPOE connection and Adithya guided me step-by-step with great patience even though we had to repeat the process multiple times but he was calm and reassuring even when I felt like giving up. On my second call, Alas was able to fix why… Read more

the wireless wasn’t connecting (though wired was working fine). All my devices are up and running now. It’s a pleasure to work with such excellent staff. (And the speeds are exactly as advertised!)

Very helpful and resolved the issue of no internet service. Job well done. Show details

I have been having trouble with a third-party modem and playing the NBA app on my Apple TV via my Wi-Fi connection. I have sent various emails regarding the same and talk to other consultants but Ian‘s been the one to go through thoroughly check my connection through the NBN and redo settings to allow my device now to show NBA without any errors being seen and restrictions. Thank you in the family is much appreciated for this fix. Show details

Regardless of what package you choose, Superloop offers incredible value for money. They’re making the best of a bad situation for their customers with the NBN. They’re making way the company operates seems to be well organised making Technical Support calls incredibly quick and easy. Much to my surprise that translated into a next day NBN… Read more

technician appointment. Unheard of, right? The customer service quality has been consistent from day one, never having an interaction that left a bad taste in one’s mouth.

So, summary. Speeds - great, consistent and if not enough, the speed boost feature will solve that problem. The first dropout experienced was due to the death of the NBN connection - reliable.

If you’re in the market for a new provider, I’d highly recommend taking advantage of their introductory offers and promos and for once, actually feel like your loyalty is valued. Having recently moved my service to a new address, I was over the moon to be offered a promo, without raising any notion of exploring other services. Simply put, it’s Internet service done right.

Overall Experience: Would be 5 stars if they would work on their pricing and honour long term customers loyalty, rather than have to constantly fight sneaky price increases (While new 'churning' customers automatically get cheaper deals). Connection = solid. Customer support = improved. Honestly if they don't sort their loyalty/pricing though,… Read more

I'll be close to churning.

Current Reason for this Review: Called up support to resolve a ping speed issue I was having (Ping speed tests significantly increased from normal). Support agent Lasitha was able to comprehend and resolve the issue within a 16min call, which was great.

For reference, I've been a Superloop customer since 2018 and I've had the same issue several times over the past few years. The issue is normally resolved in roughly 1-2 days, but this current solve time was a world record. Clearly the best support call I've had with Superloop in a long time. Support calls used to be great in the beningging, but they dropped the ball a little bit over the years. So this latest one was a positive sign. Obviously I'd rather not have the issue in the first place, but at least it gets resolved.

Overall, no bias, my Superloop connection has been solid over the years I've been with them. Speed tests match, if not sometimes slightly exceed listed plan speed. (*I have to mention, even when I have my ping issue, my down/up speeds are normal). I am a power user though, so your own results may vary.

Current Plan FTTP 500/50 - Recent Speed Test Result 532/43 - https://www.speedtest.net/result/18839771299