Superloop

ZERO STARSWOULD HIGHLY RECOMMEND NOT USING THIS COMPANY IF YOU REQUIRE INTERNET FOR WORK USEContinuing outages. Keep being told it's my router or my computer.Never had an issue whe my connection was still being run by my Republic, but now that superloop has it, nothing but issues. 5th time I've had no net for 2+ days while working from home.

ZERO STARS!Where to begin?- never got the speed I was paying for (peak, off-peak, doesn't matter)- you need a customer number to reset password, to talk to phone attendants, but this number is not shown in the invoices or emails they sent to you (I still don't know mine)- website is full of bugs and broken links- porting to another provider didn't happen automatically as it should (probably due to more bugs in their software), so I was being double charged- I am on the phone right now trying to cancel the service (41min and counting). So far I have been transferred to 4 people, and each time I've had to wait at least 10 minutes. And this is not even couting the first time when the call dropped" and they didn't call me back.- Ah yeah

Nbn service and speeds are reliable and fast. No complaints there but unfortunately that’s where the good stops. The customer service/support is awfull and non existent. I spent over an hour on CHAT and the whole idea I used that was to avoid holding in an IVR for extended periods. The person I dealt with was least helpful. Went around in circles after he/she couldn’t help me with my initial issue of my online account details not showing current information. They told me to call the “Hotline” instead at which point I was so displeased that I requested my service to be cancelled effective immediately. I asked for copy of the chat to be emailed to me but was told it wasn’t possible and to take screen shots. I asked for terms and conditions stating why I couldn’t request the cancellation over chat, the person wasn’t able to provide this. I then asked for complaints handling info to be sent to me, they were unable to direct me where to go. At the end, I googled the complaints handling process and shared the link with this support person . I don’t think the support team is trained well enough to handle customer complaints or have the ability to think on their feet. I would have expected a supervisor to jump in and defuse the situation, instead they told the person, “request to cancel service” had been declined and I was to request that via a phone call. This is after the person had told me 5 minutes earlier it had Been approved and they were doing it. It’s 100% disgraceful when organisations make bold claims they care about customers yet they fail to back their wording which typically is all over their customer facing websites.This wasn’t a one off poor experience with Superloop, I have had another poor experience with an ealier chat to rectify the same issue. I had tried to self resolve the issue of my card expiring by logging into the Online Account and updating it. When I received a text and another follow up email to say my payment details were out of date, I used chat to get it resolved. Due to whatever fault on their system or my account, I didn’t receive the SMS for verification. The consultant ended up closing the session as nothing had come through 3 mins later. I followed up this issue via email supplying my name, contact details and service address, later received a reply to say, date of birth and service address was required before they could access the account. There is no follow ups or taking of ownership.I ended up using BPay to make a payment and got stuck with same issue for the next billing cycle.I wlll be following up with the formal complaints process with the company but to anyone reading this review, hope you never have to get help from Superloop Support. It’s easier to change service provider than invest time and effort with people who simply don’t care about customer satisfaction

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.

Terrible service my ISP was brought out by them was paying $100 a month for plan 500/50 and $10 month extra for static IP. After migration 150/25 and no static IP but still charging me $109 for a lower plan and no add. on refused to give refund of $10 per month x3 after charging me for a service they where not providing pure fraud.

ZERO stars! Terrible experience for my family.It was only after I contacted Superloop that I was told my landline is not working. They changed our phone number by one digit when they transferred it from the previous provider.My family had the number for over 28 years.The customer service on the chat was trying to deflect the issue back to the previous provider. The customer service only agreed to raise the issue further after I told them that I have proof that our family is the longtime holder of the number.

Absolutely disgusting customer service. I have spent over 8 hours on hold trying to get my internet connected plus 5 hours waiting at home for a technician. Ironically the number to cancel is the same. Was with My Republic and they were great. SuperLoop is the worst.

The switch from my republic to superloop was not effortless. We were left with no internet for 6 days. Spoke to many representatives and they all told me to turn it off and on reset it even got told to put it into another outlet in the house. I tried to explain I had done everything I could. I was told give it a bit it will come right. If they just listened from the beginning I may have had internet faster. There was a fault in my line and I needed a technician to fix. I was offered nothing for my inconvenience I did ask to not be charged for a week. Superloop have no care factor. No real help through there phone line operatives. If they just offered compensation for being put out I wouldn't have taken the time to write a review. My house can't take the risk of changing companies as internet is needed for school and work. Changing companies could take days so unfortunately I'm stuck with this company. If you have a choice choose else where

Worst company ever! Lied about the day they were setting up the internet so we had to pay our other NBN provider for a month and Superloop as well. When we called Superloop to ask why the signed us up a month early they said bad luck and refused to give us a discount. Supervisor wouldn’t help either. Really bad customer service. So we cancelled and was charged 1 months fee for a couple of days while we tried to find out why they made a huge mistake. They wouldn’t own their mistake or even give us a discount for connecting us 1 month early. Don’t deal with them! They are zero help if they stuff up

I moved to Superloop hoping it would improve my internet performance, but it was largely exactly the same experience as with my previous provider. There were no particular issues with the service over the years, just as expected for FTTN. My frustration came when recently becoming eligible for FTTP installation. I signed up with AGL as they were offering a good deal for existing energy customers:(i) Action date was 21/02 so I was hopeful it would all be done prior to my current Superloop billing period finishing (9th Feb to 8th Mar)(ii) I was told disconnection of my existing NBN connection would be handled in the back-end (i.e. like a phone number one service being cut as soon as the new one goes live)The installation date was then annoyingly set for the first day of my Superloop billing cycle (9th Mar) and for some reason there was a small delay in the service getting switched on (10th Mar).Auto disconnect was not processed so I had to chase it up myself which was a bit annoying, but then Superloop said it doesn't matter you are 2 days into your billing cycle you have to pay for the full period, which I find a poor Customer Experience.In hindsight I should have just cancelled the Service myself ahead of time and made do with Mobile Hotspot for a 1-2 days. Instead I'm paying for two NBN services at the same address ($99 AGL + $70 Superloop... of which I only need 2 days)