Superloop NBN 50/20 (Home Standard)

Thanks Mario so helpful and really great giving us a great deal I've recommended Superloop to all my friends it's just such a relief having great customer service it's worth paying a bit extra

My 5x star rating is for the Customer Service Representative who answered the multi-layered, mostly tech-ignorant questions of this older citizen with wonderful patience, respect and simplicity. I may not have gotten 100% of what I wanted from Superloop, but was very happy I was not just listened to, but heard, & felt a satisfactory negotiation was reached.

Teddy was useful in identifying potential issues and offering solutions, even though I couldn't do those solutions right then and there. It at least gave me an idea of what could be wrong and how I can test for that specific problem.

Very good and stable internet. Never had any issues. I recommend.

Solid customer service. Thank you to [Name Removed] who very patiently helped me troubleshoot and resolve my connectivity issue.

Firstly I only gave 4 stars as I had about a 30 minute wait time. The wait was worth it as Warren was both patient and professional. On his instructions I actually got into the NBN box and relocated a cable to another port. This simple (but scary)… Read more

action got me immediately on line. Warren also warned me that being an exOptus might drop out and he offered me a way to reset the modem. So far I am extremely happy I changed to SuperLoop.

I signed up with Superloop because of their competitive pricing, and the internet service itself was satisfactory. And with the price increased after 6 months even more dear than other competitors with 100Mbps/20Mbps, I have no choice to cancel it. However, my experience when cancelling the service was very disappointing. The biggest issue was… Read more

inconsistent customer service. One representative advised that my 30-day notice requirement would be waived, while another representative insisted that 30 days' notice still applied. I had to spend considerable time contacting customer service, waiting on hold for over 40 minutes, using live chat, and requesting a supervisor before the issue was finally resolved.

I was also concerned that I was not clearly aware of the 30-day cancellation notice when I signed up. This made the cancellation process far more stressful than it needed to be.

Overall, the internet service was acceptable, but the cancellation process and inconsistent customer service have left me with a poor impression. The sneaky 30 days notice period is unacceptable. I won't recommend this company to anyone with this poor after sales service and dodgy policy.

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.

Rusith was great in ensuring the connectivity of my nbn service was functional & running smoothly, he also ensured my unlimed home phone service bundle was connected to my nbn & phone line was operational post porting phone service & number from another provider to superloop. I did not need to do much from my end he was able to test everything &… Read more

get phone line operational with modem & functional all from his side. As my phone was not receiving or able to make calls for a few days post porting my phone service to this company. He set everything up & ensured my modem was able to provide the home phone service so I was able to receive & make calls & everything was operational. Post transition of service provider to superloop. The phone line quality is clear. I have also tested the speed & it was adequate according to the nbn home service I ordered 50/20 NBN residential service

Ahamed was polite and assisted with my cancellation. Wish he was there to assist from the start, could have still stayed a superloop customer. Rather than a representative who told me that the NBN June offers were only for new customers which irritated me after being a long time customer of superloop. This started my journey to find a new provider. Anyway thank you Ahamed for your offer. Maybe next time

After 4 attempts to fix my issue, I finally spoke to someone who actually fixed my issue and that person’s name is Shyna Buckar. She understood the problem and fixed it within 2 days, everyone else said they would get back to me and they didn’t Shyna was the only one that got back to me. She needs be awarded best customer service.

Service quality is average with a fair bit of buffering. Current $84.85/ month is steep though for 50kbs. Dealing with them on the phone through a call centre is extremely frustrating.

This was the worst customer experience I have ever encountered. I applied for an NBN service with an effective start date of 28/05. However, no service was provisioned for more than two weeks after that date. During this period, I never received a single call back with any updates or resolution regarding my numerous inquiries. And I was confirmed that the service had not be activated when an Opticomm engineer attended my premises 20 days late.

Hidden fees, failed upgrades, and terrible customer service—stay away! Absolute dodgy practice. I cancelled my service, and they hit me with hidden fees without warning because of a sneaky 30-day notice period. Now, I am stuck paying double bills, and they did not attempt to credit any of our money back. To make matters worse, we tried their… Read more

boost-your-speed option for 24 hours, switched to them for a speed boost, only to get an error saying it wasn't active due to "wholesaler issues." When the speed boost finally did activate, it only lasted for a few hours instead of the promised 24 hours.

Customer service is completely useless. My wife waited on hold for nearly 30 minutes with zero response, and their chatbot is a waste of time.

Save yourself the headache and stay away.

Shenith was a great help. I was not able to connect to my superloop service and he was so patient to try to understand my situation. He even went above and beyond to send an email detailing the issue so that I could have my building management address and resolve it. Honestly, if every customer service representative was like Shenith, problems would be resolved faster than normal! Thanks a lot Shenith!