My NBN plan had been on a concession for 12 months as I called last year and to keep us as customers we were offered a discount of $10 I noticed that the discount had expired and contacted the company to see if they would give us a new discount The customer service chat bot was unable to help so put me on a call back from customer service area… Read more
person They rang and asked me about the issue I explained that the discount had expired and wanted to know if we could get a new concession After some conversation, the staff member was able to offer us a 6 month discount of $5 The call centre staff are obviously conflicted about the situation and the lack of options for them to offer existing customers a better deal While we are ok with what we were offered as it’s better than nothing , I did raise several times as to why companies like Superloop offer such generous offers to new customers but leave the loyal customers who stay with , often for years, basically nothing. Surely it’s cheaper to hold on to an existing customer than to offer all the trappings like new modem etc to win a new one It seems that the best deals only come when you are a new customer and happy to leave and change service providers every year, loyalty is rated zero This is a sad and very disappointing situation
There were issues and the refreshify said it was an NBN issue. The nbn reviewed the service and concluded it was working properly The Superloop technician spent time with me working on getting the service to work properly We had a remote modem restart and after that and a local computer restart the service appeared to work properly finally The… Read more
Superloop technician was very helpful and patient, giving clear instructions and helpful advice Thanks
I have had my service with Superloop for 18 months and recently my bill jumped up by $15 per month which made it way more expensive than its competitors. When I contacted their customer service team to voice my concerns and inform them that I wll be churning, they told me that I was contracted to them because I purchased a modem. The modem was… Read more
contacted for 12 months (so I was 6 months outside of that window). I informed them that I had moved house during this time and they were not looking at the correct timeframe. They acknolwedged that it had been more than 12 months but told me that they would be charging the clawback fee anyway if I decided to leave. What??
And to add insult to injury they told me that I also had to give them 30 days notice (because apparently providing notice is something that only customers are required to do - but not them when they increase the price from $69.99 to $95.00 per month). Wow, just wow.
Reviews with attachments
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 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
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
Find out how Superloop NBN 500/50 (Home Ultrafast) compares to other Internet Service Providers
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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
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
Latest follow-ups
The clarity of our step-by-step instructions was excellent - very easy to follow The effectiveness of our network diagnostics . Once the network was sorted I could focus on the real issue Your overall satisfaction with our support . My phone connects now when previously is wouldn't Show details
Follow-up · Setup took about 15 minutes The connection is perfectly stable . No drop outs No issue with the installation
Mr Liddian helped me in setting up my new Superloop nbn service at my home. He listened to me patiently and answered my querries. Show details
Follow-up · The internet is quite stable and reliable. The speed is always above 400+ Mbp, even in evening and night. The modem setup was quick. The landline number was easily and quickly transported. I am happy with Superloop so far.
The sales support person I spoke to, Mihiri was very helpful and was prompt in rescheduling my NBN appointment
Follow-up · One month in and no issues. We upgraded to FTTP as our FTTC internet was ok, but had ongoing issues with buffering and drop outs. We are getting the 500Mbs we are paying for consistently.
Find out how Superloop NBN 500/50 (Home Ultrafast) compares to other Internet Service Providers
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Positive reviews
I am a new customer ordering the family max residential NBN plan thinking it will provide a free modem under the 36 contract term for me. I placed my order and service was activated however there is no mention of the free modem. I called customer service and was advised that the free modem is no longer available. I decided to cancel the service… Read more
but Mario was able to help me arrange the free modem. Mario was able to get what I wanted, with great customer service as well.
Superloop was not connecting to our Telstra modem nor the new Eero 7 yesterday. Melinda who was assisting was 5 star but the connection wasn't. It got sorted today though. Thanks Melinda
Gayaru was very easy to talk with and helped me out perfectly and efficiently. He even stuck around for my questions that I didn’t understand and I felt happy at the end of the process knowing he did everything I needed!
Negative reviews
After suffering financial hardship, was looking to cancel my service to stop a future payment. They refused to give me any relief and I had to pay the rest out even after cancelling, very disappointed. Will never use them again.
II was not receiving anywhere near the advertised 500 Mbps speeds. With my previous provider, Exetel, I regularly achieved speeds of around 450 Mbps, but after switching to Superloop, my speeds dropped to approximately 280 Mbps. This is a significant difference and falls well short of what is being marketed. What is even more frustrating is… Read more
Superloop's 30-day cancellation notice requirement. This was not made sufficiently clear, and as a result, I am now paying for two NBN services at the same address. Every other NBN provider I have dealt with has processed cancellations immediately and refunded any unused portion of the service. Superloop does neither, leaving customers paying for a service they may no longer need.
Based on my experience, the advertised performance did not match reality, and the cancellation process is unnecessarily restrictive and customer-unfriendly.
Now before you start saying its my hardware, I am now with TPG, same modem, etc and currently receiving 584MBPS and 38 upload.
Superloop - Poor speeds and cashing in on one extra month.
I think I have been patient enough with Superloop. But this has gotten to the point of insanity. I have been having consistent drop out issues since MARCH ITS NOW JUNE. I've been on the phone for a total of 12 hours with Superloop. Each time I am told 2 things: 1. It's escalated it to the backend team, they need 24-48 hours. I'm sorry but its been… Read more
3 months now, that's over 2000 hours. What the heck are you guys doing? 2. Can you please do a new network test and provide the result. If nothing has been fixed on your end, why the hell am I doing new network tests? Okay fine, sure, here's over 30 tests that I have done in the past 3 months. O but its still not enough apparently.
On top of that, my original ticket was closed because apparently NBN "had fixed some issues on their end". Surprise surprise, nothing got fixed. And the next time I called up, the new rep told me there were no notes that NBN had done anything. The original ticket was closed because apparently I had said the problem was resolved.
To date, I have zero idea what the issue is, is it NBN's fault? Is it a line fault? Is it Superloop's fault? Is it the NBN modem's fault? I really don't think it takes 3 months to figure it out.
Anyway thanks for billing me for months for a service that doesn't work, offer no compensation AND charge me an exist fee. Lol good one, seems SuperDumb to me.
Recent reviews
I was having issues with setting up my home fibre and I called multiple times but never got solved. This time Mr. Gayaru helped with full dedication and patience, helped solve the issue and my home fibre is all set up now. I would like to convey my gratitude to Mr. Gayaru for helping.
Superloop has been, without a doubt, the worst internet provider I've experienced in Australia. As someone who works from home, having a reliable internet connection is essential. Unfortunately, from the moment I moved into my new place, my experience with Superloop was nothing but frustration. Their customer service is terrible. They claim… Read more
they've tried to contact you, but their callbacks come from a private number. If you miss the call, they simply note that they attempted to reach you and move on, leaving the issue unresolved. It's an incredibly frustrating process.
Their technical support is outsourced overseas, and my experience was very disappointing. I spent nearly three hours on the phone, being transferred between agents and repeating the same information over and over, only for my issue to remain unresolved. To make matters worse, my new internet provider's technical support was able to identify and fix the problem within minutes. Chat with agent in the app will suddenly closed and log out after few minutes.
The AI support system is just as bad. I requested the cancellation of my service because I wasn't even connected to the internet. The AI confirmed that my account would be cancelled, but when I checked again two days later, I was shocked to find that the account was still active. Apparently, the cancellation request had never been processed.
What makes this even more frustrating is that I was still charged the full amount despite receiving confirmation that the service would be cancelled. Even after that confirmation, the account remained active in their system.
Between the poor customer service, ineffective technical support, broken cancellation process, and unreliable AI system, this has been one of the most frustrating experiences I've had with any company.
I would not recommend Superloop to anyone looking for a reliable internet provider. Easily the worst internet company I've ever dealt with.
Oh wait, there's more. There is no way to remove your card details from their platform, leaving you vulnerable to being charged repeatedly while their cancellation process drags on. I spent over 2 hours on the phone, being passed between 4 different staff members who seemed to have no understanding of my issue. Each transfer meant explaining the same problem from the beginning. The entire experience was frustrating, time-consuming, and completely unacceptable.
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