185 reviews
- Pre-Paid Sim Only
- ·
- Post-Paid Sim Only
AI reviews summary
Pros
Verdict
The service is defined by its helpful and patient support staff who excel at resolving setup and porting issues. While some technical glitches occur during activation, the team is generally quick to respond and successful in troubleshooting. Overall, the support experience is a major strength for users moving their mobile services.
Reviews with attachments
= AVOID THIS COMPANY = I signed up for Superloop's NBN and mobile plan in early June. While the NBN service was transferred without any issues, the mobile service was a completely different story. Somehow, Superloop ported my mobile number before I had even received the SIM card. As a result, my phone service was disconnected while the SIM was… Read more
still in transit.
When I first contacted support, I was told to wait 2–5 business days for the SIM to arrive. After following up a week later, the timeframe had changed to 5–8 business days. Another week later, it became 10 business days. It is now July, the SIM still hasn't arrived, and I have been without mobile service for more than a month.
Trying to get help has been just as frustrating. Most of the time, the live chat is handled by an automated bot. On the rare occasions I managed to reach a live agent, the responses were no better. They simply copied and pasted scripted replies without addressing the actual issue. No one was able to trace the missing SIM card, and there seemed to be little interest in investigating or resolving the problem.
The only consistent response I received was repeated scripted apologies, with no meaningful action or proposed solution.
To make matters worse, because they could no longer contact me on my ported mobile number, I eventually lost access to live chat support for my account. My only remaining option was to email the complaints department, where I was told to expect a response within another 2–5 business days.
This has been an extremely disappointing experience and reflects very poor customer service from Superloop. A simple issue has been allowed to drag on for over a month with no resolution, leaving me without a working mobile service and with little confidence that anyone is taking responsibility for fixing the problem.
Superloop activated my physical SIM before it arrived at my address causing my phone number to deactivate – I have a Superloop NBN account and I was given an option to add a mobile service to save $5 on my NBN monthly bill. I tried to fill up the online form to move my existing prepaid number to Superloop but the form could not submit due to a bogus error message saying I did not fill up certain fields when I 100% did so. I tried it on different devices… Read more
and different browsers and got similar missing field errors.
Finally, I called their number to tell them I could not order online. I wanted a physical SIM card to be mailed to me and someone processed that order through the phone.
I was waiting patiently for my new physical SIM card to arrive but all of a sudden on 5 November 2024, I received an email saying my SIM card was activated when I had not received my physical SIM card. Someone from Superloop activated my SIM card on my behalf without my consent.
As a result of this activation, my previous prepaid number with Aldi Mobile got disconnected. I have not been able to use my usual mobile number for over 24h at the time of this writing.
I called Superloop and the people on the phone told me they can generate an eSIM for me to activate immediately. They send me three QR codes but none of them worked so far.
I finally received my physical SIM card on 6 November 2024 but it won't activate due to having an eSIM. I had to call Superloop again but they could no longer activate my physical SIM card. The eSIM they sent to me did not work and I am still trying to connect to their service.
This entire experience has been beyond terrible. I do not understand how someone can make such a big mess of such a simple thing.
Hi Vince, We are truly sorry for the frustration and… Read more
Latest follow-ups
My experience was very satisfactory. Timothy courteously and capably assisted me to porte my mobile number from a different provider to Superloop and with minimal delay. Very happy indeed to recommend.
Follow-up · We continue to be very happy with our connectivity through Superloop. We appreciate being given suitable prior warning when our connection may be affected by work nearby on the Superloop system.
I spoke to the AI Bear, which is a worry for me as I don't like having to do that but, I was pleasantly surprised when it understood everything I had written, answered my initial query straight away which was that I recieved a message to call as my… Read more
mobile was having issues connecting. I only messaged from another device as, I had resolved the issue & thought I'd check to make sure everything is okay by messaging with a human, my phone was still setting up. I explained all the boxes were tisked & green & was informed all was well & not to worry with a detailed description of what would happen next & if it was not connected by 8pm it would stat again at 8pm tomorrow. So, I await for 8pm tomorrow........but I'm confident all will be well, which I wouldn't have been with my last telco. I won't mention their name was Telstra & I'd been with them 25 years but they are pretty useless now.
Follow-up · Unfortunately, the support has gone downhill now they have their greedy Mits on my money. When it works, it's great, when it doesn't, is as rubbish as Telstra. Black out areas still exist despite their very expensive routers, $1,000 for 2 & you cannot mount them to the wall unless you buy holders which are also lots of $$$. Okay, 100mbps is… Read more
Easy to order and setup the esim. Discovered that my phone would be better served with a physical SIM. A short chat with customer service and a new SIM is on its way with the same number. Show reply
Follow-up · I need to have two SIMs active, which iPhones generally support. This particular model does not support two eSIMs active, one of them has to be a physical SIM.
Positive reviews
Thankyou so much Gayaani for your help and support to get me connected through my eSIM’s. Your patience, calmness and pleasant personality managed to calm what had been a difficult situation with the previous 20 hours, trying to connect with my eSIM. All the very best to you. I hope your boss acknowledges you personally and thanks you with a reward or bonus of some sort. You truely are an asset to your company. Warm Regards Amanda x
Gayaani was super helpful today!!!! Loved the whole interaction with her.. my husband got his phone number ported to Superloop without success . Gayaani helped through the whole process to make sure the eSIM was activated and hence helped us through till the issue was resolved.. great customer support!!!
Suvin did a wonderful job of helping me replace my physical sim card with an esim. He was sincere in calling me back when my call got dropped out while waiting in the queue. He patiently guided me through the steps to activate my esim and even tried calling on the esim separately to confirm it got activated correctly. Thank you so much for making my sim experience a smooth one.
Negative reviews
PLEASE AVOID THIS SERVICE AT ALL COSTS. I signed up for their SIM only plan. I originally wanted a physical SIM card but 7 business days later it still hadn't arrived - claimed it got lost in the mail which I doubt, it probably was never sent. I then asked for a replacement eSIM. The activation process to port my number was HORRENDOUS and… Read more
UNACCEPTABLE. The QR code was not arriving despite them sending 4 replacement eSIMs but my old service was already cancelled meaning I had no access to my phone number or any data. Getting help was even worse - since I couldn't call, I had to do it via the live chat where the "live" agents had generic and copy-pasted replies and would take 5-10 mins between each message. Took me 3 hours to get anywhere on the day I initially ported my number, which didn't even end in a resolution.
I was told it was a problem on their back end and I had to wait 24-48 hours for an update. This meant I had no service, data or access to my number for multiple days which I needed for work and other authentication purposes. I had to purchase a data pack from another provider in the interim. I was billed from the moment I ordered my SIM card too. I was offered no compensation whatsoever, just a generic apology which did not sound sincere. I had to really push them to give me an update as 48 hours later it still wasn't fixed.
This experience was horrible and I do not recommend, unless you want your number to get lost. I will be looking at switching to another provider now because of this experience.
Hi Yvanne, We’re sorry to hear about this. DM us your… Read more
You won’t get internet access, too much traffic as a second hand provider. Full bars, no internet. When you contact them they say nothing can do about it, and they won’t refund Avoid
Hi Connor, We apologise for your experience. Please DM… Read more
Shhiab was very good and he fixed my simple issue. I would like to give him 5 stars. But the process went on all day where two other operators made mistakes. They never sent a link to review, probably for good reason! This is not the first time I’ve had similar issues with mobile phones and internet. It seems we all need to accept this sort of effort.
Hi Pete, Thanks for sharing your feedback. Great to… Read more
Recent reviews
I had an amazing experience getting my mobile plan setup sorted thanks to Suvin. He was patient, clear, and stayed with me step-by-step until everything was working properly. Even when things got a bit tricky, his determination and friendly attitude made the whole process stress-free. Truly great customer service—thank you, Suvin!
Find out how Superloop Mobile Sim Only Plans compares to other Mobile Phone Service Providers
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Was having a bit of trouble porting over a phone number due to it being under a different name currently, didn't have to wait at all to get connected to Timothy from Superloop who was fabulous and very helpful in resolving the issue.
Very helpful. If call drops. He returned the call instead me calling back. Thats amazing. Able to sort out issue and waited on the phone until its fix. Easy to understand as well.
After having my eSIM for a while, I suddenly stopped getting mobile service anywhere that I was out of WiFi service. So all connectivity was cut off from calls to messages and online connectivity. When I called tech support to work through it, I was connected with Suvin and he was able to clearly walk me through different steps to troubleshoot… Read more
the problem. And then in the following weeks I was in almost daily communication with Suvin whilst he guided me through more troubleshooting. Throughout the process he was patient, understanding, empathetic and made me feel that he was doing everything he could to solve the problem. Thank you Suvin for your exceptional customer service, you were my first customer service experience with Superloop aside from a chat agent and you by far exceeded my expectations.
Suvin was very helpful and professional and did his best to answer my questions and to check for solutions for me. Overall, I was impressed by his communication skills and friendly phone manner.
Arun was able to help fix my mobile service that was having trouble quickly and clearly. He even sent an email that I can respond to to contact him directly if the fault continues. The support team has been excellent every time I've needed to use them and it hasn't been often
I had issues with activating my sim card (porting troubles), called up customer service and Umesh was really warm and helpful, sorted it all out in a few minutes!
I was considering moving from Superloop due to increasing costs, however after dealing with Sulakwin not only did I stay but moved my mobile service to Superloop. He was very helpful and considerate and I now have a much better plan.
Umesh is as always so helpful.Always take extra time to support customers. These are the staff indispensable in your company. Look after this employee. Thank you Umesh.
I previously requested my mobile service be added to my account and that I would then be in line to get a discount on my nbn service. I didn't, which prompted me to reach out again. This time I was connected with a consultant that knew what I was requesting, and within less than 10 minutes not only had my mobile service added (I could see that… Read more
visibly on my account profile), I was also given the credit and discount due).
Nothing more and nothing less but I didn't expect anything more.
Find out how Superloop Mobile Sim Only Plans compares to other Mobile Phone Service Providers
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Dinuk is very friendly to talk to and proactively assists on my concern. I am satisfied with my experience with customer support. SuperLoop made it convenient to reach out via the mobile app and you can pretty much manage all your services from within.
I have moved my NBN internet and 2 mobile phone to Superloop, it’s not just they are less expensive compare to others but the customer service is fast and efficient. My internet service is fast too. Highly recommended!
Zeehara did an amazing job. Unfortunately I was most unimpressed with Timothy as he struggled to relate to me often talking over the top of me and it was evident he didn't respect the customer service relationship experience but Zeehara absolutely redeemed the process. Thank you Zeehara.
I am very satisfied with the assistance provided by Didula. He’s professional, knowledgeable and polite. He’s answered my query and it was resolved promptly.
Zeehara was very helpful in guiding me through the setup process which was only needed because my not following instructions was the reason for the problem in the first place. She was courteous and helpful in getting the service up and running.
There was about a week and a half of delays in setting up a physical SIM for my phone. In the end we gave up and support staff helped me set up an eSIM. Umesh, who helped me set up the esim was very helpful after a frustrating week.
I joined Superloop to be on a Telstra network because the Optus network blocked my phone. I registered for an esim. The initial port failed. Superloop customer service rep sorted it after providing more details and within an hour on a Saturday the port was successful. The network has been fine so far for my basic needs. Show details
I was having trouble scary the esim QR code and had to call to fix the issue. I was informed that there was a back end issue, and the gentlemen helping me said that he would take care of it personally and assured me that if he couldn't fix it by the end of the day he would contact me with more information. The only reason I didn't give this an excellent reateing is that we couldn't fix it right away. Overall im happy with the outcome. Show details
Hi Gene, We apologise for your experience. Please DM us… Read more (+2 replies)