Superloop NBN 50/20 (Home Standard)

Lasitha was amazing, the guy felt with a very grumpy husband who had a stressful day at work.. Full marks to this man for professionalism! One of the most calm and helpful people I have ever come across, please give this man a pay raise and promotion as soon as possible because he has what it takes to be a superstar, you will lose this man to somewhere better if you don't take care of him with his amazing customer service skills!

I've always appreciated the customer service with Superloop over 4 years. Show details

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

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.

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

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.

Milan (Telecommunication Support Executive - Customer Success) was very helpful, tried to understand the billing issue and came up with a resolution after I went around a few departments.

My review is about their support service. Chanuke, one of their Customer Service agents was very patient, kind and helpful all the way through the live chat. The issue was complex but finally resolved by his/her efforts. I could sense that Chanuke was listening with a kind heart in helping me. An excellent staff!

Super fast and efficient by Nirmal to help me activate my plan which was much needed, as previous provider terminated the service with only 24 hour notice. Top service!

Not a bad company until you want to cancel. You cant cancel online like a reputable company would allow. I cancelled my gas, phone, mail everything else online but Superloop insist on getting someone clearly unknowledgable with Australian Laws to call me and request i give him, the caller my personal information before it can be cancelled. At best… Read more

its ignorance of basic cyber security at worse its another one if those companies who make it as hard as possible to leave. We’re at a standoff at the moment, the banks been instructed to deny any attempts if them to rip money off me and their Complaints department dont respond to emails and ignore their customers. I’m sensing they may be a foreign company. Theirs plenty of NBN resellors, i’d advise giving Superloop a miss!

Superloop are ALL PROMISES and NO DELIVERY. Nothing but trouble with their service from day one. They did nothing whatsoever to fix it and when I cancelled the service I was told that I had to pay for an additional month because they require 30 days notice. DO NOT USE SUPERLOOP. Also they have OFFSHORE CUSTOMER SERVICE CENTRE and their satff DO NOT GIVE A CR#P ABOUT CUSTOMER and cannot speak english properly ***AVOID *** AVOID *** AVOID Show details

Superloop let me down beyond anything you could imagine - despite my order more than a month in advance of when I needed the service, by the time the date of service came (8 April), after several calls to try to even get through to them, I was told they had not yet even ordered my NBN at all. This was beyond just poor and deplorable service, this… Read more

DIRECTLY affected my work as I could not send work and had to go to the nearest shopping centre by car to use their wi fi. I only ended up receiving the NBN box on 14 April! I was deeply disgusted and stressed by this horrendous experience. Please avoid Superloop as they cannot be trusted at all with your internet order. Save yourself the misery I went through please.