Superloop Home Broadband

Absolutely atrocious!- Inferior modem- Bad communications- Hopeless outage resolution- Dishonest- Speed not as advertisedOrdered Nbn connection in May 2022, then realised by reading their forums that we needed a specific VDSL modem from them. $130 for a cheap & nasty, Made in China ZTE modem preprogrammed to Superloop. Menus hard to understand in Chinglish, minimal settings and no help.Superloop never communicated to me that this modem needed to be prepaid and we waited for weeks, without Internet.Then they charged us for 6 weeks of no Internet.When, after multiple outages, they provided inferior customer service, we decided enough is enough and changed to Dodo.Found a 2nd hand Telstra Gen2 SmartModem on Gumtree for $40 and now the connection is slightly more stable than with the ZTE, plus the NBN techo said the Telstra modem has better capacitance.Will never use Superloop or ZTE ever again!!!

Worst customer service we have ever experienced. Left on hold for 4 hours then disconnected, the live chat is a complete joke, then the following day on hold for 2 hours and disconnected.Happy to bill you every month but should be avoided at all cost.

There was a glitch for transferring my number and had to call them ... Man just pray you don't have to call long waiting times luckily for me i remember they bought exetel so i called exetel knowing they had better service and wow within 10 minutes i was talking about provision process for my number!! definitely good for the money though and they offer 5g albeit capped at ~100Mbits for mobile but still i dont think you need faster. My ISP with them also and good speeds reliable network but again cutbacks to the service is a problem especially when you are forced to call after spending 20 minutes explaining the problem on messaging helpdesk like only for you to call explain the problem 2-3 more times and verify it is you phew one thumb up!

Useless and insultingly bad technical support, and screechy hold music. Highlighted an issue with the upstream network in Brisbane and was told to do a local network test in my home in Melbourne.

Terrible customer service. Chat line useless as they can't take payments or make decisions and no personalisation by providing names. They tell you to ring their phone line (and start the process again) but refuse to have someone call you directly. Getting through on phone time consuming and get passed from one section to another. I was automatically moved from My Republic after takeover - chalk and cheese. Alan

At one stage they were one of the best, if not the best. But the more customers you get, the more staff you need to not only maintain the equipment but to also support your customers. You also need a whole lot more bandwidth. When they got a whole bunch of great reviews about the speeds etc, they got a LOT more customers. Now, the speed isnt as good and jumps around a lot more, lowering the fastest speeds. 5g absolutely blitzes this for a much cheaper price.

Just a joke, frequent outages which they blame on the NBN network, but at least with Telstra they had 4gx fail over in the modem, nothing with these guys so when the primary connection is down your just sitting in the dark. Can't call support or chat to anyone at times I would consider to be quite reasonable. Don't worry but, the moment you don't pay the bill they disconnect you the very hour after it's due. Back to Telstra I go.

Great connection.. Until it hits peak times and the CVC is congested for 1-3 hours making online gaming impossible. Support wasn't great and rather condesending, saying the problem was on my end. After switching to another ISP, all the problems went away! Go figure!

False advertising and promises. Customer service was fantastic yea right when half of them don’t even know how to speak English or understand a word I’m saying. We were told we can upgrade our plan which was a lie. They started us of to a slow plan and said within a month time we can set you up to a faster one lies lies lies. Made me pay $480 dollars just to have it all set up and not even have a stable connection. Each time i wanted to use my phone with wifi it keeps on saying do you want to switch back to data because of how slow it is. This company is full of disappointment. look somewhere else if you want internet for your home cheers.

Worst ISP experience yet. My service was automatically migrated to Superloop when they purchased MyRepublic's customer base when MyRepublic exited the Australian market. Upon migration, we lost our DSL link (i.e. no internet) and Superloop spent days wasting our time instead of attempting to address the issue, and then refused have someone call me because their call centre didn't have the ability. We ended up moving (3 days later) to an alternative service provider whom promptly engaged an NBN technician who was able to quickly resolve the issue - apparently the node hadn't been configured properly when our service migrated from MyRepublic to Superloop. Anyway, a few weeks later, Superloop invoiced us several weeks worth of service (even though they never managed to provide a single second of connectivity), and then fobbed me off when I attempted to alert them to the problem. Avoid this company like they're something really nasty.