Ama provided an outstanding customer service experience — professional, patient, and genuinely caring throughout. She handled everything with kindness and efficiency, making the whole process smooth and stress-free. Her positive attitude and willingness to help truly stood out. Thank you, Ama, for the exceptional support! Show details
Reviews with attachments
Very knowledgeable, thank you for the assistance. System is working now thank you for your help talking me through the issue I had.
I was transferred through about 5 times. Total of 1:52 minutes. Finally when I was connected to technical support I found someone that knew what they were doing. In everyone else’s defence. I was told by my real estate agent that I didn’t have an NBN box in my house, but I did and she helped me find it. Show details
Amazing service yesterday by Tony...I am very happy with his kindness an work and efficiency My NBN wasn't working and in fact the wire was cut ... He managed to take his time and did an amazing job Very impressed .Tony deserve a medal Show details · 1
Amazing service from Superloop and its AI chat bot Teddy. I managed to upgrade to a new FTTP plan painlessly and was given options to upgrade my modem with extenders if needed on a payment plan. Superloop has also refunded the difference in a plan I should’ve been on instead of a more expensive plan that I had but couldn’t use due to the terrible… Read more
speeds in my neighbourhood. What a contrast to TPG who STILL owe me a refund for a changeover of plan and modem option on the day I signed up 9 years ago and later charged me for a full month of connection even though I only used a few days of it. TPG lost a customer over that, but I’m glad to have found Superloop instead.
Easy to get help from the knowledgeable person. I will recommend my friends Show reply
Great service with 5 times speed boosts monthly. Been with them for years now.. Show reply
Latest follow-ups
WARNING!!!! DO NOT USE THIS COMPANY I have been dealing with Superloop for four months and my issue is still unresolved. I was charged twice (around $120–$130 total) for services I did not use. The account was supposed to be transferred from my… Read more
wife’s name to mine, but this was never completed. Despite repeatedly transferring the account to me, verifying my status, yet they never transfered me over and every time I rang them they refuse to speak to me and insist on speaking only to my wife — even though the transfer request has been raised more than eight times.
I have called them at least 10–15 times. I have been promised multiple call-backs that never happened. My Wi-Fi service was cancelled, yet I still have not received a refund for the charges taken after cancellation. I also keep gettimg excuse that thete is a fault on our services and it needs to be fixed and they refusing to accept that I wish to close my account with full refund.
To make matters worse, I have not even received my third bill, so I cannot properly track what they are charging.
Customer service has been extremely frustrating. The representatives have been unable to resolve even basic account issues, and there appears to be no ownership or follow-through on complaints.
After four months, I still have: No completed name transfer No refund No proper billing clarity No resolution
Based on my experience, I would strongly caution others to think carefully before signing up. If something goes wrong, resolving it may be very difficult.
Warning to not use this company.
Follow-up · No, still chasing after my refund, now several months later. Worse service!
I had some problems installing the Modem which were quickly resolved after calling customer service. The Internet speed is as fast as promised and the wireless connection works anywhere in our two storey house. So far, I am very happy with Superloop. Show details · 3
Follow-up · Activation was automatic and no problems once the modem was set up. No unexpected fees. There was a $20 charge for postage for the modem, but otherwise it was free provided I stay with them for 2 years. I have not experienced any outages.
In-depth reviews
0 customer service – Awful customer service, consultants don’t bother to warm transfer when transferring between departments. They don’t inform you on the process of changing services and how it may impact you for weeks. When I asked if I could do something online rather than be transferred I was told it is better to do it via call, when I asked why I was left with… Read more
silence and then cold transferred to a different consultant.
I am sick of having to deal with careless offshore call centre staff who don’t have the time to make an effort with their customers because they fear being punished by their superiors when can’t hit their unreasonable call targets.
Stop using exploitive, cheap offshore labour to do your customer service, it is an awful experience for the customer and is overall unethical.
I’ll be going back to Aussie Broadband, I may need to pay an extra $10 a month but at least if there are issues I can speak to someone onshore and have confidence that my concerns will be actioned properly and I will be fully informed on the process.
Hi Rain, We truly apologize for the inconvenience… Read more
Great price, easy transition, amazing speeds, no complaints – Moved from Telstra to Superloop a month ago when Telstra decided they were increasing the cost of our plan significantly with no benefit to us, and haven't regretted it for a moment so far. The transition to Superloop from placing the order online to the service being active was completed within 1.5hrs with just a 1min drop in connectivity, which… Read more
is incredible. All that was left was a quick 5min call to their Service team (which wasn't an urgent change so I've only got just around to it this week) to remotely update our nbn modem so I could bypass the redundant Telstra Gateway router and cable directly from the nbn modem to my Google Nest hub, and that was done seamlessly. We've been consistently getting 250-290Mbps downloads since day1, with the lowest speed test so far being 240Mbps, and no drops in connectivity since joining. Considering we're on a 250Mbps plan for the same price as Telstra's 100Mbps, I'm pretty happy.
When reviews are mostly either 1 star or 5 star - read into the reviews – As an ex-Telstra customer, the only complaint I had about their rock-solid offering were the prices going up and competition being fierce - enter Superloop. I read the reviews and people either love them or hate them and I think the 5-star reviews have either of the following attributes - the customer got lucky or the customer understands all the… Read more
variables and is prepared (and I think I fall into the latter category).
Porting from Telstra, I already had their modem and was assured that it would be fine to keep using the modem with Superloop (both by Superloop and by Telstra). The initial speeds were actually worse than my 50mbps Telstra connection, so I called tech support and was connected quickly to a local resource who stepped me through the troubleshooting very carefully. Next steps involved contacting Telstra to ensure they had released my service and weren't trying to compete with Superloop's handling of the service. That cleared up I kept troubleshooting, speeds were improving. I found a couple of network cables in my setup were rubbish and limiting things down to under 100mbps so they're now removed, full gigabit everything end to end in the house now but the speed was still low sitting between 130 to 170mbps. That Telstra logo on the side of the modem must slow things down a bit. The upload speeds also seemed to be locked in at 19mbps never higher. So I removed the Telstra modem, plugged in a new Ubiquiti Dream Machine router directly into the NBN modem...pushed the reset button on it and it chugged away for about 10 minutes doing a full factory reset and then acquiring all the network info and boom! 260/26 absolutely rock solid.
So I'd say - either go with their offered modems and ditch the competitors or plug in something totally over the top like the UDM. Getting in touch with their staff by phone or chat is a LOT easier that getting hold of someone at Telstra where I believe your only option is via their silly chat interface. My only gripe with Superloop so far is that you have to repeat all your personal information again and again each time you reach out - but I think I am set now and shouldn't need to do that in future.
Find out how Superloop NBN 250/25 (Home Superfast) compares to other Internet Service Providers
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Positive reviews
Excellent customer service. The agent clearly articulate the terms and conditions and also offered an upgrade if i wanted to. Highly recommend superloop for home internet and phone landline service. Show details
Couldn’t have done it without the help of Wolter and Indushan!! The best support I have received. They were both super patient with me and were so very helpful.
I had a great experience with Anuththara while setting up my new modem. She was extremely patient throughout the entire process and explained everything clearly and in a way that was easy to understand. Communication was excellent, and was knowledgeable, which made the setup smooth and stress-free. I really appreciated her professionalism and support. Highly recommend superloop..
Negative reviews
I am incredibly disappointed with Superloop and do not recommend. On Thursday our internet went down suddenly and without warning so I contacted Superloop to get it sorted. What followed was days and days of calls by me to their call centre, unexplained delays getting a technician out and no follow up by Superloop, I have constantly had to call… Read more
the to get updates and had appointments cancelled without notice. Finally I had a visit from a technical today. It turns out another nbn technician disconnect our service to plug in someone else’s and now there is no port left for us. So again I have spoke to Superloop and they are completely unable to help me. I’m now in limbo waiting for updates that I know won’t come so I’ll be chasing them. I am furious, I should have chosen a different provider. Not recommended.
Hi Cat, We’re sorry to hear this. Please DM us your… Read more
They are unreliable and unorganised. Had a technician called out twice, both of them said different faults from one another. Couldn’t buy a new modem from Superloop, get told to buy a new modem. Bought a new modem on the same day, only to be told it wasn’t the modem but the adsl port. TLDR: Technician said to buy a new modem, Spent $140 on a new… Read more
modem, didn’t need a new modem. Superloop won’t sell a modem. 1 week later, still have no internet.
0/10 would never recommend this ISP. Find someone more reliable and can send an actual technician that knows what they are doing
Appeared to be friendly and helpful support but it turned out each time you called to follow up on the case progress, the support team member would do the troubleshooting from scratch again and give you different answers to next step. In my case, I was told this would be escalated to L2 and when I followed up, next support team member said no… Read more
escalation was done and carried out troubleshooting from scratch again, then decided it is modem router hardware issue and got management approval to proceed but one last action was to reset it first, which I said will need some time to check on my devices and I will call back if it’s not fixed, which I did and called back with another support team member telling me there’s no replacement arrangement but it’s escalated to L2. They promised to get back next day but when I followed up next day, another support team member told me there’s no escalation to L2 and wanting to troubleshoot from scratch again!!! What a joke Superloop!
Hey HSC, We sincerely apologise for the frustration and… Read more (+1 reply)
Recent reviews
Called and spoke to Warren after my internet dropped out. Got through really quickly, and Warren was super helpful, patient, and very polite. Helped get the wifi back on very quickly and excellent service.
Superloop is the best internet provider we've had. There Refreshify function in the app identified internet problems that I had for years (with a previous provider). The technician came out the very next day and fixed it. Amazing! Also when I needed help the chatbot Teddy was super helpful. Show details
Discussed with the Superloop customer service personnel Mr Shehan about the temporary suspension of my nbn service due to home reconstruction. He provided his genuine opinion to cancel the service and reconnect when the construction completes to avoid any ongoing service charges. I appreciate his genuine advise and support Show details
Find out how Superloop NBN 250/25 (Home Superfast) compares to other Internet Service Providers
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Very professional and friendly. Helped understand the requirements that were needed for the activation of the superloop service hence leadung to acurate response from me to progress with the order. Thank you
He was pleasant and very helpful. He handled the situation professionally and de-escalated it, as I was understandably frustrated (though respectful and polite). It can’t be an easy role, and he managed it very well. Show details
Kanchana was extremely professional and very very helpful when I was having some internet trouble. He assisted me with updating my account, refreshing my internet and ordering a modem. Couldn’t recommend this service enough. He taught me how to reset my internet and let me know the importance of refreshing it once a month which I didn’t know. Very insightful and very patient with me while I learned. Show details
Switched to Superloop for home NBN due to very competitive offer however encountered frustrating Modem /Router issues unable to self fix but Superloop phone tech, Ruel, was very patient and walked us through a diagnostic process and finally got us up and running . Following some after connection fine tuning all is going great and happy with service albeit early days . Once again a big shout out to Ruel for his assistance , saved the day. Show details
Engineers I was talking to were professional, friendly and helpful. They communicated in an easy and clear way. Following guidance ended up with resolution of a problem
Initially could not connect to internet but contacted Superloop and after a check of my setup to confirm all was correct they reset my NBN service and was all good. Thanks Leslie. Show details
Great service, highly recommend using exetel for your internet services, I never had any issues with online gaming on my PC, Nintendo Switch and PS5. Streaming was always superfast with no buffering issues too! If you’re considering Exetel among a few other options I would recommend you choose exetel every time! Show details
I’ve been with these guys for over 10 years now, any time I’ve ever had an Internet outage I call them and it’s resolved so quickly. Really appreciate your help today. Thanks again great service. Show details
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Hi David, We’re sorry to hear about your experience.… Read more (+3 replies)