Superloop

Though I'm leaving Superloop after giving them my notice, Arham has been helpful in trying to get me the best possible deal to stay, and still was professional in my rejection of it, and promptly processed my notice and confirmed that I will be charged pro-rated in the period. Arham's interaction with me gets a huge thumbs up from me. I will certainly return to them on future offers. Show details

I have been changing provider because of the connection and they couldn't help me with our NBN and now we changed to superloop and Minhaj Mohideen have been so patient helping me.... hoping to get this connection working all the time. Thanks for your help again Minhaj Show details

I joined Superloop on a 500Mbps plan. I only had speeds of between 100 and 200. They sent a NBN technician to my house that told me my NBN box was ancient and needed a new part to allow faster speeds. He told me to inform Superloop and they will order the part. However when I rang Superloop they downright refused to upgrade my NBN box and told me… Read more

to put up with slow speeds. I then cancelled the service within the 7 day cooling off period and they have the hide to charge me $79 for a month of internet which I never used. Also as their technical staff hardly speak English. I also wasted 4 hours on the phone to 4 different people and struggled to understand what any of them were saying. I would not recommend Superloop if you value your sanity!

A huge thank you to Luwanga at Superloop for making my upgrade to FTTP so seamless. From the start of the call, he was incredibly professional and had a wonderfully calm, soft-spoken manner that made the interaction very pleasant. He listened… Read more

carefully to all my queries, didn't rush me, and made sure I had all the information I needed. Fantastic customer service!

I am so glad I signed up with Superloop! They are Supergreat! Excellent bot service! Solved my issue in quick time. Internet speeds are fantastic at all times. 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.

The person I spoke to * Jimmy * was honestly very kind, patient and informative. Im not very familiar with getting any internet but he was extremely kind, very well spoken and overall id say a top tier worker! It makes these kind of interactions alot easier Show details

I was assisted by Pansilu and he was exceptionally helpful and an expert with his job. Diagnosed and resolved the issue immediately. So far I’m happy with the customer support service after my initial support experience with the team.

I joined on the 2nd of April & had problems straight away. Not with Superloop, but my previous supplier, who shall not be mentioned. Superloop were perfect with their AI service, probably the best one I've had. The chat with the help desk was the same, no B.S. trying to make out they knew everything, just said, sorry, can't help with the… Read more

particular issue in a chat, I would need to call the help desk. Then I got through to Hasna! An absolute star. Did not try to confuse me with technical stuff, just simple English for a simple bloke & the problem was fixed in just a few minutes. No repeating things time after time, wasting time turning the modem off & on, off & on etc & no trying to find a small object to shove in the reset hole. All done by Hansa. Does not get any better than that.

What a nightmare. I live in WA. They (incorrectly) set me up for an internet connection in Vic. When I called to get this rectified, I had to tell my story 3 times to 3 different reps. Now, I am fighting to get a bill of $365 reversed for the connection in Victoria. Show details

Paid my final bill in full on 23 February 2026, yet Superloop's debt collector (InCredit) has since contacted me no fewer than seven times via email, calls and text messages demanding payment. Despite Superloop's own accounts receivable team confirming in writing that they had instructed InCredit to cease all action, the harassment has continued… Read more

without interruption.

To make matters worse, the final bill itself relates to a 30-day cancellation period during which Superloop failed to actually provide the internet services I was being charged for — something many former customers have raised on Reddit and Whirlpool etc...

I have documented everything and have lodged a formal complaint with the Telecommunications Industry Ombudsman.

Avoid if you value your time.

We moved over from Telstra after a decade of hit and miss service. We also had a fault just before moving over as Telstra was constantly switching to mobile backup. We were excited to hopefully get great service as we rely heavily on solid internet service as we have two small children that require constant monitoring via smart systems and our… Read more

home also extensively uses smart tech.

Last night the service got provisions, 2000MB but they have us on a temp plan of 1000MB as they needed to update our modem, so we are heavy high end users.

The support to date has been appealing, although we were impressed with the AI tests.

I am currently on live chat with an agent that after an hour has somehow come to the conclusion that this is a cabling issue and is referring us to front line basic technical support. Despite none of the evidence supporting that (we have tested with 3 modems and 3 different cables confirming this is a NBN box issue).

Our confidence has been further eroded as after 15 mins of background info he blindly asked if we were upgrading our plan so we had to repay info.

We have asked to speak to a manager or given the urgency of our situation facing this evening with no baby monitoring systems in place as Tesla has now been disconnected (inc their cellular backup which superloop doesn’t have).

The live agent insists a manager won’t reply in two days+ despite the urgency but still will not confirm this escalation nor any kind of technical escalation.

His solution is to send me a weblink to a page showing how to connect cables. (A tad insulating as a senior test and software engineer particularly given the extensive tests we have done and the photos I’ve sent of the securely connected simple cabling totally two)

I’m at a loss as to how bad support has become, I will keep asking them for help but they seem to be tone death and offering little urgency or pathways to a solution.

I will hopefully have a positive update before tonight. :(

Please help superloop as we put so much faith in you!

We've been having a few issues with our internet setup for a few days, and Rusith was really helpful in resolving our problem whilst we wait for our new modem. He was patient, kind and very clear in his explanations even when navigating through differing interfaces on both ends. Rusith was a great help and I highly commend his level of service.

Superloop have always provided a great internet service but had become too expensive for my budget however Shirantha did a great job of negotiating a better deal for me. Show details