Superloop

I don’t even know where to begin with this review. It’s been a frustrating waste of time, energy and money, they’ve been completely unable to fix or respond to issues, over billed me for services, still haven’t provided any promised refunds, and are now threatening debt collection referral. For services not rendered.I cancelled my service with Superloop around October last year. Despite no contract, I continued to be charged for another 3-4 months, at $99.95 a month. I had unplugged the NBN modem afterwards and started using 5G wireless with Telstra, so there was zero usage and I was unaware it was still connected.I called up and spoke to Superloop around January, initially to have the service reconnected. I realised at the same time I had been charged ongoing, and enquired as to why. They couldn’t provide an explanation, saying that the note on my record showed I had requested the cancellation but it had never occurred for whatever reason. It took about 1-2 hours on the phone of them trying to work out why.So they promised I would be refunded for the 3-4 months I was charged after the bunked cancellation and they would investigate why it happened. The service that I was asking to be reconnected was never disconnected in the first place so the customer service rep stepped through setting it up on the modem again.The service was supposed to be a 100/40 connection, but operated at more like 8/2. Less than a week later, the service was disconnected by then and I was issued another bill for $99.95. I tried contacting Superloop about this without resolution.Since then, I’ve had no internet provided by Superloop, have had no refunds issued, and am now receiving “urgent notices” that my account is “overdue” and will be issued to debt collection agencies. I’ve tried calling and writing emails, without result. The amount of time and effort this terrible company has already consumed is ridiculous, and the stress created is just inexcusable.Today (16/04) they emailed me *again* requesting I provide my details, attempted to call and emailed advising to await another phone call from a supervisor. I’m a busy single father and have already spent untold hours over the last several months trying to resolve this, I’ve lost patience and have no interest in waiting by the phone for another lengthy futile conversation. If they can’t fix the issue without any further input required, having all the details, email threads and information on record, then I don’t even know what to say.My suggestion would be to avoid at absolutely all costs.

Ridiculous service. Tried to cancel our service as we won't be using it for the next month and I either have to cancel from right now or go through a whole bilking cycle. They don't even offer to credit you back. I DO NOT RECOMMEND THEM! Useless company and have no care for their clients. I don't have a choice but to cancel due to moving to an area they can't service.

Good for technical people. Been with superloop for more than 5 years now.There are a lot to like about them. You can customise your plan, this is huge plus. Support team are friendly and the internet speed is almost always good.Not everything is perfect though. You do not get 24/7 hours support, having said that it seems they 24/7 technical team monitoring the network, so I got notification about disruptions and ETA to fix out of normal business hours. I noticed drop outs, heard from other superloop customers that they keep facing the same problem, but I can really confirm it as I have FTTN connection which is infrastructure mess that Liberal Party has created and it is not Superloop or other ISPs faults.Generally speaking, Superloop internet services are faster, more reliable and cheaper than Telstra or Optus internet services, so we should give them credit for that.

I'm houesitting and the owners use this company for their internet. It's not consistent. Drops out all day every day without warning. I spoke to the customer service and she said she would troubleshoot duhh what century are these people in.its backward. Whenyourused to 10 per cent uptime for half the price this is scandalous. Don't go near them

They used to be good. Tried to upgrade to FTTP. Last was step was to change provider.1. Called up - got redirected to chat2. After speaking with chat, and giving all my details for FTTP eligibility, they told me I still needed to phone.3. Called up and waited 20 minutes, to be transferred to Sales4. After going through the process again, I asked if I retain my $10 lifetime discount. They had no idea so transferred me to retentions.5. Retentions never answered, automated message saying 1 minute wait for 1 hour, I gave up.6. Signed up with a new provider with a better deal directly for FTTP

Superloop customer service is pathetic to say the least. They are charging me fortnightly and despite spoonfeeding the person on the call what to do it still takes over 40mins with no reason as to what they are doing in the background.Their live chat staff just tell you to call the contact centre.Will be moving from them asap.I had MyRepublic issues like this 6 years ago....seems superloop have bought those issues over with their buyout of MyRepublic

Look at the amount of 1 star reviews and read the comments.Worst tech support experience ever, average 50 mins on hold and if you try online chat you get told to reboot modem then call them.Was transferred over from My Republic who were good, my speeds dropped and I got a lot of drop outs after the transfer hence the need for techs support. I now are looking for a new ISP.

Been with superloop for over 2 years now and been through 2 rentals during that time. Service was easy to set up and easy to transfer to a different address.I've not had a single issue with the service since being with them. There have been unplanned outages during that time - to no fault of Superloop, and they have been quick to inform us.The only explanation I have for bad customer service reviews is likely the low patience customers have.I highly recommend them as an ISP. They have always been super friendly and super helpful, I cannot fault them.Friendly service & competitive pricing, can't go wrong!

Ever since superloop bought out MyRepublic this past month, internet has constantly dropped out. I’ve tried re setting the modem with no success. It’s been a week now with no reliable internet connection. Switching providers asap

Don’t waste your money with them. Since they took over MyRepublic nothing but Problem after Problem. Worst ever customer service with Online chat only to be told you will need to call us. Gave up after being on hold for over 1 hour and being cut off multiple times..