I spent two hours on the phone because of an issue with the Wi-Fi device and couldn’t connect to the internet. Unfortunately, the issue wasn’t resolved in the end, but her support was excellent. Even though it was a difficult situation for her as well, she handled everything patiently and professionally. I really appreciate all of her help.
I was so pleased with the help I received today. So calm, understanding, & extremely patient with myself. Great success in fixing my problem. I have always had such amazing team members I've spoken too, & always resolved so pleasantly, & correctly.
Staff member i spoke to in the end was very patient and helpful. I was close to cancelling my account but they helped me through the tech issues I was experiencing. Always used respectful language, patient and kind nature. I had issues with the set up of my internet which ended up being a router issue which the staff member helped identify.
Reviews with attachments
Fast efficient service. Teddy was great! He was able to talk me through my issue so i could easily understand the instructions Show details
Shirantha A provided very good servuce over the phone and was detailed and friendly.
After dealing with NBN issues for a while, he was able to resolve everything in just a few minutes. Very efficient and helpful and friendly! Show details
The sound on the video didn’t work so this is what I said:- I had an excellent experience with Superloop and recommend them to anyone because the man on the phone was very nice and easy to understand. There was no difficulty with the language barrier, I recommend Superloop to everyone in Australia because they are helpful and nice and even funny Show details · 1
I was assisted by Shyna today and she was incredibly obliging and helpful. Show details · 1
I was satisfied by your response and he helped me out Show reply
Listening, investigating solutions. And trying options for problem solving. Then made technician booking Show reply
We’ve been using Superloop’s NBN Everyday 25/10, and it’s been a great budget-friendly option for our small family. It handles our day-to-day needs like browsing the web, checking emails, and doing video calls without any issues. The plan starts at $55/month for the first six months, then goes up to $72/month after that. It’s one of the more… Read more · 1
affordable NBN 25 plans out there, and the unlimited data is a big plus for us since we don’t have to worry about usage limits.
In terms of speed and performance, it offers up to 25 Mbps download and 8.5 Mbps upload, which has been fine for our regular use like video chats and streaming in standard quality. Another thing I like is that there’s no lock-in contract, so we’re not tied down. I was also able to use our own EERO 6 Wi-Fi system, which made setup easy. Plus, we took advantage of Superloop’s mobile bundle, which has been convenient to have everything in one place.
I’d like to give a big thank you to Azwin Risal from Superloop’s Residential and Business Support Team especially, he went out of his way during the order process and took the extra step of making a personal note to re-submit my earlier failed order, which really showed their diligence and commitment. I truly appreciate the prompt follow-up and the care they put into getting things sorted!
I signed up 2 weeks ago and have had no internet. I’ve had to increase my phone plan to allow more data to hotspot all my devices in the meantime. Superloop have provided the worst customer service I’ve ever experienced. You will be on the phone for minimum an hour at a time and put on hold numerous times - I’ve spent at least 3 hours total over… Read more
these 2 weeks with multiple calls to them to try and resolve the issue. The most frustrating thing is you learn nothing new about why your service isn’t working after speaking to their staff. The technical support team offered no technical support other than telling you to use ‘refreshify’ on their app which was also useless - it would say my internet was in ‘good health’ while I couldn’t even access google on one device. I received more support from ChatGPT which actually offered trouble shooting tips that Superloop did not. I’m shook that their tech team didn’t do a simple troubleshoot first or ask any basic questions about how the modem was set up. I did multiple speed tests - again ChatGPT’s suggestion not from their ‘tech team’ - and the speed was very inconsistent with most reads around 2-10 mbps which I’ve attached screenshots of - I think dial up was quicker! These reads were done standing next to the modem so highlight it’s a line issue. When I asked for a technician to come on site they said they cannot organise this as it all looks fine on their end. Extremely frustrating experience that was really stressful and a waste of several hours over 2 weeks while I had no internet. Even to cancel was a whole ordeal and I had to argue in order for them to waive the cancellation period apparently being 30 days! I again have to call tomorrow apparently to request I am not charged for the service for the 2 weeks.. for service I didn’t have! If you can afford it go with Aussie Broadband or Telstra to receive actual customer support and get hours of your life back.. and have working internet :)
Find out how Superloop NBN 25/10 (Home Basic) compares to other Internet Service Providers
Know better, choose better.
Latest follow-ups
I received a call purportedly from Telstra. I.let them waffle on to find out what it was about. It was a phishing expedition. I hung up & quickly rang SuperLoop to check whether my connection had gone from Private to Public . Shenith, after… Read more
verifying who I was very thoroughly, confirmed my connection was still Private. He was very informative & helpful.
Follow-up · I have had a few more dealings with Superloop, all of which have been excellent. I got another call again supposedly from Telstra. I just told them they were talking rubbish (or words to that effect) & hung up. When switching my power company, the inevitable offer for cheaper NBN connection was offered, but I refused. I had agreed to a contract… Read more
Zero stars if I could. Beware. I moved into a brand new duplex in February; unfortunately the connection company the real estate management uses gave Superloop the wrong lot number (wrong address) first up. Luckily I noticed pretty quickly, and… Read more
this kicked off multiple phone calls and emails (from me) trying to sort this issue out even before I moved in. I even emailed Superloop my lease agreement, took photos of the NBN box the day I moved in and emailed those to prove my correct address. I ended up cancelling the whole shebang with them after going without internet for a week. Even though I chose not to go ahead with any service from Superloop, they still sent me a modem, which I had to go to the post office and pay out of pocket to send back. Two weeks after cancelling with this company and getting service with Telstra (we are now in March!), this company charged me a $300 NBN new development fee to the incorrect address. They refuse to refund this charge as they say the charges are “valid”. I had to pay the NBN new development fee through Telstra for my correct address, but this company sees fit to make a huge screw up and charge me for it. I’ve got no other word for this other than that they are thieves and see fit to steal your money. I got the telecommunications ombudsman involved today. Steer well clear.
Follow-up · No independent follow up from superloop despite the comments on the review. Communication only due to intervention from the Ombudsman and they finally agreed to refund me. Haven’t seen it yet!
Hi there, We apologise for your experience. Please DM… Read more (+4 replies)
Umair was excellent in helping me out with my problem. Although the issue is not currently resolved, Umair as a customer service representative was excellent. He was patient, he worked to find solutions and then has since pushed it through to someone at the NBN.
Follow-up · Yes! With more investigation the issue was resolved and it was an issue with the amount of bandwidth being used from my end. Thank you SuperLoop. You have been very good to deal with.
In-depth reviews
This is not review a of super loop itself. This is a review of an individual that helped me when no one's else from super loop would. If it weren't for Anuththara I would have cancelled my service as I was left stranded with no way to contact superloop (advised them twice that phone line menu was on loop) and no help, I missed call back as I was… Read more
on the phone with D link and then was told I wasn't allowed another call back. I was left with no internet for over a week. With no way of contacting superloop - didnt reply to emails, couldn't call them, couldn't get them to call me. Nbn came out and completely confused the situation - told me to use certain port and cable that was incorrect. I decided to give it one final go after doing alot of research myself. I had to request another call back as phone lines were still down. On Saturday night the 9th of may after having been at the premises since the 1st of may, my internet finally came on. Thanks to the kind, knowledgeable and patient words of Anuththara.
Not one person even the NBN technician told me the correct installation process EXCEPT Anuththara.
I am still unsure of I will stay with superloop.
Thank you Anu
I have been using Superloop for more than three years. It used to be good, but the support has now become very poor. Last December, I started experiencing internet speed issues. When I contacted the support team, they investigated and told me the problem was with my router. They recommended that I buy a new one, so I purchased their recommended… Read more
router. Unfortunately, this did not fix the issue.
I continued to raise complaints, and after about a month, they suggested the problem might be related to the building’s cabling and asked me to contact the building manager. I did so, and after a few weeks, I was informed that there might be a cabling issue and that my ISP should investigate it with a data engineer. However, Superloop has ignored this and continues to make excuses.
I requested to return the router, as my original router had no issues and I only purchased the new one based on their advice. It has now been another month, and they keep saying they are waiting for manager approval.
After several more weeks, I asked them to disconnect my connection. They said they had forwarded my request to the relevant department, but I was still charged again for the next month.
I am still paying for this poor service, and they simply don’t seem to care.
Hi S. Holmes, We apologise for the experience. Please… Read more (+1 reply)
Very impressed/surprised as to how well this went moving across from Exetel. Excellent account transfer experience. Initially went through to tech support, that person was very switched on and knew the type of issue I was working through to get my mum's new NBN service set up. He then wrote up notes and put me through to a sales area to… Read more · 1
finalise the transfer of an existing landline number (to VoIP). The sales person was super helpful. She reviewed the notes and then filled in the gaps to successfully deliver this service. I raise this because I find very often, contact centre folk rarely review previous notes and you need to explain everything again (and sometimes again). in this case (Glenda) picked up the details documented by the tech support person (can't recall his name) and 'continued' the conversation - I didn't need to repeat anything. Even though I did have some technical issues (reason for calling the 1800# in the first place), both technical and sales areas worked together to resolve the installation issues pretty quickly from the one call.
IMHO this was outstanding service from a Telco service provider. Well done Superloop team!!!!
Recent reviews
Household of 2. Primarily used for internet browsing, social media, watching movie platforms. No gaming. Speed: 25mbps Duration of use: 6 months. Availed of intro price promo. It was easy to sign up and cancel subscription. Speed have been fast enough for the things we needed to do. No lagging noticed. I cancelled sub using Teddy. Very accurate and quick! Process of cancellation was also quick. Show details
What can l say except that Mohamed Rizon was very knowledgable, and helpful, his guidence through the process of setting up the network service was above and beyond he was very understanding, as lm not that tech savvy but he made things go as simple as possible.. Thank You so much Mohamed much appreciated..
Charges you for 30 days after you cancel, removed discount that had been applied for the during of service for that last month also, shop around people. Just because they try to dictate a rate (all service providers alike) doesn’t mean we have to pay it. If we ALL push back against them you’ll be helping your family, friends, relatives etc at achieving a lower price. We have the power as the consumer. Good luck. Show details
Hi there, We apologise for any inconvenience caused.… Read more (+2 replies)
Find out how Superloop NBN 25/10 (Home Basic) compares to other Internet Service Providers
Know better, choose better.
Having connection issues. Contacted customer services. It's been over a week and there are 3 day intervals where there is no reply or updates at all. Most recent reply had them say "they are able to notice NordVPN on my PC". Furthermore, my VPN was not on, and they falsely blamed the connection issue on me. I've ran some command prompt commands… Read more
and sent them a comparison for VPN on vs OFF. They don't know what they're doing. Connection issue still not fixed. Avoid Praveen.
Hi Nathaniel, We apologise for the inconvenience.… Read more
Rusith was helpful in resolving my query regarding the modem and provided good support throughout. Once I was connected, the customer service experience was excellent and deserves 5 stars. However, it was quite difficult to get through to customer service. The dial-in menu kept looping, repeatedly asking me to select options and then returning to… Read more
the same menu, which was frustrating. This made the overall experience much harder than it should be.
While the support agent was great, Superloop as a whole needs to review and fix the issues with their dial-in system. Based on this, I would rate Superloop 2 stars overall.
I have just switched to Superloop for NBN and mobile service. Excellent customer service from the contact centre to help set up my internet and phone. Answered all my questions patiently and with a high level of knowledge and professionalism. My speed is really good and phone service excellent. I am very happy so far with Superloops service and… Read more
hope it continues that way. Would recommend to swap if you want competative pricing with great customer service 24/7. Thanks Superloop.
Customer success agent/ customer service team Umair was super helpful, he assisted me with my queries and gave me a resolution that I found satisfactory. He was really pleasant to talk to and thanks again Show details
Great connection without any disturbances for the first 6 months I’ve been connected with Superloop. The customer service is amazing and very helpful with quick response. Easy straightforward app and billing process. The only thing I would recommend superloop to offer is BPay for billing. Thank you superloop! Show details
I had cancelled my NBN service because I wanted FTTP but I was told this was not possible. I found out today that 2 of my neighbours have just had it connected. Pruthvi was very efficient at stopping my cancellation, organising the new connection and even offering to change plans when it was installed. He was understanding about my dilemma and I’m very appreciative of the service I received from him. Show details
Fallon Fonseca provides a world class customer service. She goes above and beyond with my request to make sure customer satisfaction. If I was happy with the NBN service from Superloop before, now I am becoming a fan of you guys for the great service (product and customer service) Show details
Perfect service from Superloop. Great prices, amazing follow up service, online support people are very helpful and knowledgeable. Easy to resolve any issues and support for customers is exvellent Show details
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
Hi Melanie, Thank you for providing the information.… Read more (+2 replies)