Superloop NBN 50/20 (Home Standard)

I signed up for Superloop NBN on 13 March for service to commence on 27 March specifically so I wouldn't also be billed by my existing ISP (Tangerine) at that time. On 23 March, Superloop stated online that * I already have FTTP - which was wrong, I had FTTC * a technician is still required to attend my premises for the ISP change over (and… Read more

this is KEY) * 'you don't need to contact Tangerine to cancel' * 'the transfer will automatically cancel your Tangerine service on the NBN network * 'you don't need to do anything on your end with Tangerine for the NBN line itself'

While an NBN technician did attend my premises on 27 April he wasn't able to complete the work on that day.

Both the NBN Technician in person and subsequently NBN by text, advised that Superloop would notify me when the work would be completed. Superloop then emailed me stating 'Your Superloop order is currently on hold due to further work needed by nbn. We are working closely with nbn to keep things moving and will update you as soon as there is progress.'

Superloop did NOT get back to me about completing the further work at all.

Another NBN technician arrived, without notice, at my premises on 2 April to complete the FTTP connection work. However, I was unable to use Superloop following their online video instructions - particularly because the man on the video said I needed to use the SSID on my NBN Modem. There is no such thing as an SSID on the NBN Modem.

On 3 April, I called Superloop both about (1) not being able to connect using their service (2) the potential overlap with Superloop and Tangerine billing. After repeatedly going through their 'service selection buttons' (ironically, going through many 'loops') I eventually got through to 'Top' by selecting the Technician rather than Billing option.

It seemed my Superloop service became accessible while speaking to him so the technical seemed resolved but he suggested I call 'Billing' about the termination of my Tangerine service and double billing concerns.

Oddly, after hanging up, I couldn't access Superloop again. I eventually worked out how to properly connect my existing router to the new NBN FTTP modem through trial and error the following evening. Superloop's online instructions not only failed to help, it made it more confusing because of their incorrect use of terminology (the SSID was on my router, not the modem).

As per Top's suggestion I called Superloop's Billing team today and explained the above. It was very difficult to understand the Billing team member's accent but he said it wasn't a billing issue, it was a technical issue (contrary to what Top from the Tech team had said earlier). I believe the Billing team member then put me through to a Tech team member.

Again this Tech team member was very difficult to understand but he said they notify NBN when my Superloop service commences and NBN terminates my old ISP service. This has not occured because I can see I am still with Tangerine AND Superloop and currently have outstanding, overlapping bills from both.

The Superloop Tech team member took my name, email address and phone number (I have had to provide these details to each Superloop person I speak to notwithstanding it should all be on their system already) and said he would look into why they did not contact me with about when the NBN FTTP connection would be complete. He put me on hold for quite some time but upon returning to the call made it sound like he couldn't hear me anymore. My phone was definitely not on mute. This went on for several more minutes before he hung up on me without answering my queries.

The Superloop Tech team has my phone number and email address but has not contacted me. After my most recent 38 minute call, Superloop has failed to satisfactorily respond to my issues and the matter still remains unresolved.

Called after signing up just to inquire about how long activation might take. Sanura was helpful in answering my questions. I also mentioned that we had moved from another ISP because of unresolved connection issues. I was impressed when he said that they wanted to be proactive about this and took down details in case the issue were to re-occur… Read more

after activation. This was good to see, as it wasn’t the issue occurring that caused us to move to Superloop, but a lack of this proactive attitude from the other ISP’s tech support.

I appreciate shakeel and the other person I spoke to before him and who I spoke to just now also ( so 3 different men from this company I spoke to , today were very polite and respectful and helpful with explaining every issue I had with my internet and I appreciated them going out of there way to speak to there managers to get me more help and… Read more

discounts with my internet as my partner and I weren’t happy with constant issues with it in the last year or more but due to the extra help today we will not change internet providers and continue being loyal customers but it is thanks to those 3 men I spoke to today otherwise we probably would of changed company’s I give all 3 men , 5 stars each , thanks you

Unfortunately my FTTP upgrade could not go ahead, and my FTTN service was also disconnected. [Name Removed] from provisioning took my call today and confirmed the process to revert to FTTN is underway, provided accurate information and was able to… Read more

explain the situation and its remedy confidently. While I couldn't be reconnected today I appreciate the knowledge [Name Removed] showed and the effort he went to to begin the process to have me reconnected. The 5 stars are specifically for my interaction with [Name Removed] today, thanks mate.

It's taken me hours of my time over two months to try and leave Superloop, they now say they will stop billing me tomorrow, but they have said that several times. For your sanity, use someone else, they are not cheap NBN at the end of the day. Show details

Kanishka was able to help me with the relocation of my service after ive called previously and was not able to get a solution. He was able to understand my issue and helped me to reconnect my service in my new home. So, thank you Kanishka!

I’m a massive consumer, based on quality customer service. And a self confessed marketers dream. Yes, I have spent more money else where, because another person went the extra mile. Today I got to meet Teddy!!! There was no attitude or pressure to take my time going over the same question, again and again, until I understood exactly what about the… Read more

product I was unsure about. I asked him to pause because some answers were coming in as soon as I asked them, not generic questions, situated to my experience and even took on my experience to put together a plan that suited my needs for today and also, for several months from now when I’ll be in a different location, he took on logistically what that meant, we discussed different models and did not lean to one product over the other. He was subjective, knowledgeable and for the first time I didn’t have someone tell me “that’s a bit of overkill, we have something in the back room for you to take today” that never ends up being what I want. Full disclosure!!! Teddy is AI, I asked him flat out and I didn’t give a shit because when you spend most of you life going out of your way to make the customer feel like the world has stopped and they are all that matters right now….Teddy did that. A legend

Horrible experience dealing with Superloop. Have been a customer previously and our latest account was in the name of a housemate, which was due to be transferred to myself 2 weeks ago. Unfortunately, instead of transferring this account they cancelled it, which normally wouldn’t be a big deal, however, this triggered a mandatory NBN FTTP… Read more

upgrade which resulted in our internet being disconnected until the upgrade was done. As we are renting, we did not yet have the landlords approval and could not proceed with the upgrade, but was told constantly for 2 weeks despite constant phone calls and pleading to escalate the issue with NBN that there was nothing they could do and continuously blamed NBN taking no responsibility.

After lodging a complaint and explaining the situation for the 10th time, 2 weeks later and conveniently just a few days before the upgrade is scheduled they have now informed me it was actually possible all along, but would require me to cancel my order and start the process all over again, taking 48 hours.

Spent 2 weeks without internet, hours on calls/hold and throughout it all Superloop have maintained the position they are not at fault, did nothing wrong and have only blamed NBN and myself. Will NEVER again deal with Superloop, whatever discounts are not worth the complete lack of customer service.

I would like to commend Sonal Dissanayake for his outstanding assistance over the past four days in helping me resolve my internet connectivity issues. Despite having a technician attend earlier today to fix the connection, the service unfortunately dropped again shortly after he left. I contacted Superloop once more and had the opportunity to… Read more

speak with Sonal.

Sonal was exceptional. He focused entirely on identifying and resolving the root cause of the issue and ensured it was addressed promptly and efficiently. What I appreciated most was that he remained solution-focused throughout the call and did not attempt to upsell or encourage me to upgrade my plan as a way of resolving the issue.

Having previously worked in technical support myself, I understand that there can be sales incentives tied to plan upgrades. However, Sonal demonstrated professionalism and integrity by prioritising customer service and resolving the actual problem at hand.

I truly appreciate his dedication, patience, and commitment from start to finish. His support made a frustrating situation much easier to manage. Superloop is fortunate to have him on the team — he absolutely deserves recognition for his excellent service.

Thank you, Sonal.

Contacted Online to change my plan and it was done so quickly and without any issues. Good to have a service where you dont need to sit on the phone for ages,. Show details

Called up to help get all connected.Shenith was SO bloody helpful. There are some issues that need fixing (probs coz it's a old house) but the team is on it, yew.

Spoke with Teddy Al, absolutely amazing in what Teddy can do. With in 2 min I received a call from Fallon on Easter Sunday. She was wonderful seeking permission to ID investigation and dins a resolution to my enquiry. Amazing service not expected as Teddy has answered my questions Show details

5 star for phone support by Shenith, regarding internet instability. Superloop is good at notifying maintenance disruption. We've been experiencing frequent instability. Once connected to phone support (Shenith), we were able to clarify somewhat whether the problem lies at home, with Superloop or NBN. Would have been easier to have all checks and… Read more

help options listed in order on the Superloop maintenance / outage advice page. Trying to find information via NBN or Opticomm as advised by Superloop was not easy.

I previously reviewed Superloop and gave the 5 stars. I since changed to another provider for a better price, which i used for 6 months until superloop offered a better price again. However this time they have been bad, slow to respond, they have made an error in charging and are not fixing the problem. Ive been on the phone, email and chat for… Read more

several hours, theyve promised resolution but nothing actually happening.

Very disapointing afrter the previous excellent service.

I received extremely poor service. While calling Superloop ten times over a month and a half, this organisation was unable to successfully provide me wifi, and continuously provided me with false statements over the phone. during this 6 weeks period, Superloop charged me for 4 months worth of wifi utility bills and when called to inquire a refund,… Read more

failed to provide me with one. I would strongly suggest opting for another wifi company to anyone who asked.