Superloop

Superloop

 Verifiedsuperloop.com
Superloop
3.1

1,139 reviews

PositivevsNegative
51% · 577532 · 47%

Reviews

1,139 reviews
Mars Bar
Mars Bar2 posts
  NBN 1000/50

Worst customer service

Internet is great when it works but hope you don't ever need their customer service. Show details
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Kirby
KirbyCentral Queensland, QLD2 posts
  NBN 100/40

Worst service ever

Worst internet provider I have ever used. We used them for 3 months and they messed up our billing every single month. We had agreed to direct debit and they kept taking less than required and then telling us we were in arrears, spoke to customer service and billing who kept telling us it would be fixed. Completely useless. Never had such a bad customer service experience in my life. Show details
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adele
adeleGreater Melbourne (Metropolitan), VIC3 posts
  NBN 1000/50

absolutely no oversight regarding where the modems are delivered to

sent my modem to the northern territory when i live in Victoria and my service address is in Victoria. i have the proof that i entered my address correctly and they don’t care at all. absolutely appalling customer service and if it wasn’t for the fact that they are currently the cheapest nbn 1000 plan i would switch providers (yet again)
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Bec
BecSouth East Queensland, QLD10 posts
  Fixed Wireless
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One_and_only_me
One_and_only_meQueensland9 posts
  NBN 100/20

Neglect Long Term Customers

Just called up for a better deal as they are offering new customers $69 a month for the first 6 months on the 100/20 plan. Was told no offers available. All I said was so you would rather me leave for a better deal elsewhere then offer me a better price, just to be told there is nothing I can do for you. Good thing is I have a couple of weeks to change, and with so many good deals with EOFY, it makes the switch easy.
One_and_only_me
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Hi Super loop you have commented on posts below and above me....any response to my post?

Ignatius S.
Ignatius S.5 posts
  Verified NBN 100/40
Value for Money
Customer Service
A. Craven
A. Craven
  NBN 100/40
Transparency
Customer Service
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Teigs
TeigsSouth East Queensland, QLD3 posts
  NBN 25/10

Will make unauthorised transactions from your account

WORST EXPERIENCE EVER - DO NOT USE THIS COMPANY. I decided to sign up with Superloop with a no lock in contract and was told if I change my mind I can call back before connection was made 4 days later and cancel with no fees etc. Well I changed my mind that day and phoned to cancel the same day. The following day, they have taken an unauthorised direct debit from my account. Thieves. Show details
SuperLeaving
SuperLeaving
  NBN 50/20

2 price hikes in a year= bye!

I was with a provider who was bought out by Superloop 16 months ago. Since then, they have increased the prices 30% from a great deal, to just adequate. It took less then 5 minutes to find, and sign up for a new provider, twice the speed for a little less cost of the latest price rise. There is no need whatsoever for loyality, as demonstrated by Superloop. Reward forced price rises by leaving. Show details
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Suzanne Bishop
Suzanne BishopMetropolitan Adelaide, SA7 posts
  NBN 50/20

Horrible experience

Superloop have just given my 50/20 internet plan YET ANOTHER INCREASE PER MONTH with just an email say it is GOING UP due to increasing supplier costs - some nonsense excuse. This is the 2nd INCREASE IN LESS THAN ONE YEAR. DO NOT USE SUPERLOOP! Furthermore, since changing from Optus to Superloop, my internet speed when watching anything streamed on TV is much slower (and they are connected with Telstra! - go tell). Wish I had remained with Optus in the first place, the internet speed and mobile coverage was just so much better and with the identical plans! And trying to speak with a person has been very difficult, I get the same AI marketing crap. Show details
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Jean A.
Jean A.South East Queensland, QLD
  Superloop

Constant outages and unreliable connection

Constant outages/no internet connection. I can no longer work from home as the internet connection is unreliable. I have been with Superloop for over 2 years now and it seems to be getting worse! I am paying $79 p/month and with the amount of outages, they need to compensate customers for unreliable internet/amount outages that occur within that month! Will definitely look at other service providers -particularly 5G home wireless plans etc. Show details
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Aaron
AaronPerth, WA4 posts
  Verified NBN 1000/50

Great service, much faster speed!

Been reading reviews about NBN Providers and none of them were good. Very scary to just sign with any of them

But took a punt and sign-up on Wednesday 12 Jun, line was active next day. Called them at 1pm Thursday and only had to wait 10 mins. Friendly guy came on and assisted me with my existing modem, no need to get theirs. Brilliant!!

Speed tested was 547/45, a far cry from my previous speed

So no issues at all, happy camper :) Show details ·  1

Value for Money
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Robb P.
Robb P.
  NBN 100/40

Rubbish internet

The best thing about superloop is, I've realised how good the show "would I lie to you" is, which is on free to air TV. This is because most evenings the internet is down.
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Paul
PaulGreater Melbourne (Inner), VIC
  NBN 250/25

10/10 so far

Entire process was very streamlined. Online process of setting up an account was smooth. Changeover from Optus to Super took about 30 minutes after pushing 'Send' online. Can't fault Superloop at all. Continued updates via email and the Superhub were greatly appreciated. KISS principle and Communication. Works for me. Regards Paul Show details ·  1
Shan
ShanPerth, WA22 posts
  NBN 100/40

Never again

Just pray nothing goes wrong and you need some customer service. It's a terrible system that continuously asks you if you're available but wants you to wait and stare at your device for 20 minutes, otherwise, it disconnects your conversation. Also, they have 30-day cancel terms. Terrible and won't be coming back. Show details
Value for Money
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Sandra Hughes
Sandra HughesGreater Melbourne (Outer), VIC4 posts
  Superloop

help with service

Just changed providers was having difficulty with what to do had online chat and got everything sorted thank you Show details ·  1
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Ben
Ben
  NBN 100/20

Frustrating saga with nil results

3 weeks of near daily phone calls and countless hours to tech support going around in circles and my latest speedtest reported 5mbps while Im paying for 100mbps. Ive bought a new top of the line modem, had nbn techs here saying nbn is all good and still very poor internet. Horrible frustrating saga and wish I never changed to them. Show details
Customer Service
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suren
surenSydney, NSW
  NBN 100/40
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Chi Keung C.
Chi Keung C.Sydney, NSW5 posts
  Verified NBN 1000/50
Value for Money
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Sungkyu K.
Sungkyu K.6 posts
  NBN 100/40
Value for Money
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Sofia
SofiaGreater Melbourne (Metropolitan), VIC3 posts
  NBN 100/40
Value for Money
Transparency
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Jon B
Jon B
  NBN 50/20

cheap initial offerring usually trapped paying your final month without using it

It's 2024 and this company has this kind of policy. Hardly 'at any time'.

Cancelling Your Plan
You can cancel your Superloop nbn Home Broadband Service at
any time by giving Superloop 30 days' notice.

Review
ReviewGreater Melbourne (Inner), VIC4 posts
  NBN 100/40

Ombudsman needed! APPALLING CUSTOMER SERVICE - NO USEABLE INTERNET FOR TWO MONTHS

Absolutely disgusting service! They refuse to cancel and refund despite having NO FUNCTIONING INTERNET service from them for TWO MONTHS! They will not reply to correspondence requesting cancellation. They continue to take payments from my bank account without providing any service for two months now. They are THE most frustrating and impossible company to deal with.
Ombudsman is the only way I will get through to them! Show details
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Malav P.
Malav P.2 posts
  NBN 100/20

Not a processional

I was with Superloop and moved to Aussiebroadband in April 2024. To my surprise Superloop was charging monthly. I contacted Superloop and they advised me that you have to provide 30 days notice period before cancellation. No one advised me about this at the beginning.
When I called customer service department and they put blame to new broadband provider.
Not recommended at all Show details
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Brannon K.
Brannon K.Illawarra, NSW
  NBN 50/20
Value for Money
Customer Service
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Darren F.
Darren F.2 posts
  NBN 100/40

Excruciating

Darren F. 5h
After many promises and stating the process of a new request on April 12th, I find that my service would be installed today 31/5. I received 3 reminder test messages, 3 reminder emails and a window that said you must be home etc. The window was 1-5pm today. At 4pm I contact Superloop to ask if the tech from NBN co was coming and at 4.20pm i got a text to say my appointment had been cancelled due to lack of NBN technicians. Now a text telling me the next window is Monday 12th June. What a complete cluster this is. No customer service. I will get another 3 reminder texts and emails and just have to hope someone may turn up.. This can't be reel. Show details
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dan p.
dan p.4 posts
  NBN 1000/50

Great service prompt and easy with own modem, getting around 500 of the 1000 speed so far

Great service, prompt and easy with byo. Only thing getting around 500mbps of the 1000 plan Show details
Value for Money
Taibur
Taibur3 posts
  NBN 100/20

Avoid at all cost!

One word, Superdodgy. No other companies have a hidden 30 day notice period for cancellation. I am now having to pay 30 day of service that I am not going to use. I am glad I am leaving such a dodgy company even if it costs me a month of unused service to be honest. Stay away!
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Stefan H.
Stefan H.2 posts
  Fixed Wireless
Customer Service
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Jarrad T.
Jarrad T.2 posts
  NBN 1000/50

Nightmare

After 1 week of several phone calls and customer support I had been lied too 1 too many times with false hopes, I definitely do not under any circumstances recommend Superloop to any Aussie customers. Show details
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robmate6
robmate6Greater Melbourne (Outer), VIC12 posts
  Verified NBN 100/20
Value for Money
Transparency
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Blake M.
Blake M.
  Verified NBN 1000/50
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Jessica Smith
Jessica Smith2 posts
  NBN 50/20

very dodgy

very average internet after switching over from optus. after having too many issue we went over to agl internet. normally when you switch over the old internet gets cut off automatically. superloop kept charging for 3 months after. we called up after the first month was charged when we were with agl and superloop said they'd sort it out, well they lied. Watch out for a pay system they use on called braintree it'll deduct money from paypal. Very illegal practice superloop definitely should not happen at all. Show details
Customer Service
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Stew
Stew3 posts
  NBN 250/25

ABSOLUTE GARBAGE

I was a Myrepublic happy customer until I got an email 1 day stating I was now with Superloop no need to worry service would be the same. Oh what a [Content Removed] of [Content Removed] Superloop speed is far less than Myrepublic was. I cancelled service went to Telstra the morons at Superloop are still trying to bill me for services they do not provide. [Content Removed], if you read other complaints about them here, they all have automated responses that is how much they care about customer service. ABSOLUTE GARBAGE avoid them they will only cause you stress and try and gouge you for money. I reckon in 12 months they will not be in business. Show details
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Pramod
Pramod2 posts
  Superloop
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Maddy Manousaridis
Maddy ManousaridisSydney, NSW3 posts
  NBN 25/10

Exhausting and frustrating incompetence

Please be careful when dealing with this company. I have been waiting for weeks without internet because Superloop didn't listen when I started my service. I have been asked the same questions 4, 5 and 6 times. Every time I call to follow up my case (which has no one assigned to it) I am asked the same repetitive question and have to convince some new buffoon that I don't have an NBN box (I think I would know what is in my own premises). Two weeks in and no solution in sight..... Show details
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Paul K.
Paul K.Perth, WA13 posts
  NBN 50/20

Much better than TPG Group

I moved to iiNet (i.e., TPG) and my latency greatly improved to overseas. My FTTP iiNet was worse than FTTN Superloop.

My latency from Perth to Singapore is 55 ms, around 53 ms to Sydney. My speedtest.net results are around 54/19, which is good for 50/20. Using the Speed Boost, I can get 94/34, which is still quite good.

I had issues with VPN use for work and called for help. They took me off CGNAT and I restarted my modem. The whole process to fix was maybe 10 min, so customer service was actually decent. Show details

James S
James S3 posts
  NBN 100/20
Value for Money
Transparency
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Harry
HarrySydney, NSW2 posts
  NBN 25/10
Sham W.
Sham W.
  Fixed Wireless
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