Really impressed with the quick response from their team. They arranged for someone to come out at the earliest opportunity and were very helpful throughout the process. Really appreciate the prompt assistance and great service!
I called customer service and i was served by Shenith who was wonderful and knowledgeable. He resolved my issue very quickly. Very happy with the customer service support
I had problems with connecting to wifi having just joined on Wednesday.After many phone calls we found we had to receive a new modem. Today it arrived I phoned once again to get set up Ikhlas was patient and very helpful and got me connected thank you very much for helping me
Reviews with attachments
I spoke with a very polite man from the Retentions Team and was offered a fair discount to keep my service with Superloop today. Ive had a great experience with them overall; fantastic customer service, I think their app is great, and I have no reason to leave other than shopping around for a discount. Superloop have a great NBN service and when… Read more
you have the ability to bank 'speed boost days' so you can bump up your plans speed to 1000/50Mbps (from 500/50) for nothing extra, thats a really different service no other NBN providers ive heard of are offering. Some people might not care about that but that's a huge benefit to me and the main reason I wouldnt leave them anytime soon.
Raisa was polite and efficient when booking an appointment time for an Opticomm tech visit
Inake helped me work out why my internet was bottlenecking. Before I was getting download speeds around 70mbps and the wifi was disconnecting from all my devices. Now I'm getting what I pay for in speeds and haven't had any disconnections. He was definitely a big help. Thanks heaps.
Super fast, great price - Super fast and easy to connect. NBN speed is great, and superboosts are a huge bonus. Highly recommend! Feel free to use my friend code to get a 10% discount for 6 months: SLC-798739
Ashini was really helpfully today guiding us to set up our new eero device to make it successful and also helped us get back some credit from the service that we haven’t used from previous months. Highly recommended
Two months in and so far so good. Chose these guys following feedback/recommendation's on people’s experiences in my neighbourhood (fb group Only In ….) as I wanted to know which providers giving the best coverage in my area. I’d spent 15 years with previous provider and was done with the regular bi-yearly at least interruptions, lag, no signal… Read more
even tho there customer device was great. By comparison SUPERLOOP customer service is friendly and clear and treat at getting us up and running quickly.
Speedtest taken WA 15:23hrs
Absolutely top-tier service. The AI assistant was great and spoke Chinese to me right away. Then the human agent quickly fixed my slow connection. My download speed went straight from 27Mbps to 600+ Mbps! Fast, smart, and extremely helpful service. ❤️❤️❤️
Customer service was amazing from Ahamed. 5 stars is the reflect the service from Ahamed and Ahamed only. The AI Superloop has implemented is horrendous and should be raised as an ACCC issue. I thankfully had screenshots of the cancellation but none of the cancellation confirmation was sent to Superloops system and hence attempted to bill me for an additional month.
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.…
Find out how Superloop NBN 500/50 (Home Ultrafast) compares to other Internet Service Providers
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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.
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
Latest follow-ups
Superloop services has been so easy to use. I love using 'Teddy' their AI chat bot. Teddy is soooo much better than using other providers' chat features. Teddy is smart, you get real answers, not just a generic answer. Even when you ask a… Read more
technical question, Teddy provides a simple to read and most importantly a full answer, not just a link to another webpage, if you're lucky enough to get a response at all. NBN connection has been great, haven't noticed any issues. Great for playing online games.
Follow-up · I’ve had Superloop since internet for just over 3 months, the setup process was super easy, and the layout of their bill is easy to understand. During this time, Superloop had one programmed outage that was planned to occur between 12 midnight and 4am mid week; so I did not notice the outage. Superloop notified me via email multiple times before… Read more
Milan from Superloop was absolutely amazing in assisting me with moving houses and their offering to ensure I was getting the best value. Highly recommend their service. They value customers.
Follow-up · Seamless setup when moving homes. Just simply unplug at the old home and unplug in the new home. No issues.
Helpful, friendly. Not always easy to understand, but was good about repeating when I couldn’t understand her English.
Follow-up · Since NBN replaced our copper wires with fibre, the wifi speed is vastly improved. We’re still having trouble connecting our devices to our printer. We seem to have two wifi channels and our devices jump randomly from one to another.
Find out how Superloop NBN 500/50 (Home Ultrafast) compares to other Internet Service Providers
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Positive reviews
Prakash was very patient and went through all the trouble shooting options until wifi was connected again. Do appreciate that every time I call up IT they are patient and explain things always in laymans terms for me to understand until the issue is resolved
Had connectivity issues due to configuring my router incorrectly to establish a new service provider with Superloop. Somewhat out of my depth with the tech issues. Spoke to Kalana who patiently guided me through the necessary steps to reconfigure my routervm for used with Superloop modern protocols. This is my first time using this internet… Read more
provider and I am very impressed with their professionalism and product knowledge. Will certainly be recommending them to friends and family.
I had a great experience with the customer service team. The staff were very friendly, patient and professional. They responded quickly, explained everything clearly and helped me resolve my issue without any hassle.
Negative reviews
Signed up for 3 connections. Paid with PayID Could not connect to the app. Did not receive any emails nor verification codes via text. No customer ID etc All details correct but still unable to help with issues. Was a big mistake attempting to leave Aussie Broadband.
If I could give zero stars I would. We purchased the provider service to start on the 19/9 which was 2 weeks in advance. When we tried to activate the account there was only pending activation notice. When speaking with the team online, They said it will take 24 hours to become active, As we work from home this was not ideal. Fast forward many… Read more
communications and 48 hours later, we started a new chat, only to now find out that Superloop could not supply the speed we purchased. Not only did we find this out 48 hours after the initial chat, but we had to yet again chase Superloop for an answer.
With many correspondences between myself and superloop i repetitively asking if this is the issues causing the delayed set up, with the response from superloop being, no there is no issues. “We are waiting on opticomm to connect you” we requested some kind of temporary service so we can connect to the internet for our jobs. Superloop said no we have nothing to offer you!
Not once did they offer a solution, a fix nor did They offer any compensation for the delayed connection resulting in loss of work time and poor service experience.
(Superloop, you need to work on your customer service)
Horrid customer service and the connection is so-so they claim to be good but it’s really hit and miss and the bad customer service just makes it not worth it. I’d try ABB same ish price better connection
Recent reviews
Mohammad listened to my issues with wireless connectivity not working. Mohammad asked relevant questions and provided concise directions resulting in my wireless connectivity being successfully restored. Mohammad was patient and informative and worthy of my praise. I was so relieved to have such a positive outcome. Excellent support service.. thanks Mohammad.
Amangi from Tech support was so patient understanding and precise in helping us with wifi connection to one of our iPhones. After trying multiple problem solving ourselves a simple call had us back online in no time along with updating other information and advice to have our services working best for our needs.
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