Superloop Ltd

Don't waste your time or moneyMy previous provider was bought by Superloop and it's been downhill ever since.I had an unlimited plan but speeds have consistently dropped (especially during peak hours), customer service is atrocious, and even things they were obligated to do they couldn't complete after 3 months (porting a VoIP service) and kept trying to upsell me.No customer transparency, lots of back and forth, lots of lip service and no outcomes.I moved to the number 1 rated provider in AU and their customer service is excellent. Don't waste your time and money like I did - go somewhere where your business will be appreciated.

Customer service is horrible. Requested a service cancellation 1 month from specific date, they cancelled it the next day. Trying to get the internet reinstated took me 2.5 hours on the phone whereby technical support transferred me to sales who transferred me to technical again to suss out any issues that may have caused the cancellation - except technical was not even sure why sales transferred me to them. Wasn't even with them for 5 minutes. Got transferred back to sales who them HUNG UP ON ME MID CONVERSATION after 2 hours on the phone. Internet still not back up. Had to call them again and was put on hold AGAIN. Had just paid for the month, no internet, wasted my whole morning on this. Worst experience.EDIT: Was hung up on AGAIN after they were meant to transfer me to billing HAHAHA WHAT A JOKE. Have had to call them for a third time and going on three hours now! What a great way to spend the day!

AVOID -Great until you need support or want to cancel, I called to cancel over a month ago and woke up today with a new charge for the next month - I spent an hour on the phone with them and they changed their story from knowing I’ve called to cancel to apparently having no record of me ever speaking to them - They then proceeded to deny any chance of a refund even with immediate cancellation.Horrible service wouldn’t use again.Better options out there

Disgusting treatment of former MyRepublic customers.Wait times are extremely long, customer service hangs up and there’s no resolution for anything. Extremely disappointing from the transition. And I had received no emails regarding the transition so had no idea. Spent over 2 hours on the phone being transferred from Billing to Payments to Technical Service. Unless you like being bounced around, stay away from superloop.

I barely need technical support for any of my internet needs so I am not sure about this part, but the connection came on the proposed date, right after midnight and the speed is as advertised by my test on different time of a day.Somehow they have lower latency for connecting to Japan servers, so if you play online games with Asia server, you will probably get better Ping, like Genshin. This is my main reason of switching to them (Or Exetel they are the same now).

I've been a home broadband (nbn) Superloop customer for about 4 years and have found their Internet product to be very good. I've had a fast reliable connection to the Internet, and a very stable and consistent line speed. Was on the 100/40 plan in my previous house (FTTC) and I am now in an apartment on the 50/20 plan (FTTB) plan. In both cases I get speeds that are exactly what I am paying for. I hear stories about bad customer service, but I've not experienced that myself. Their tech support has been easy and helpful on the very few occasions I've used it. Generally speaking the Superloop service has been reliable with excellent uptime, so I've rarely needed to contact anyone there. Any scheduled downtime has always been notified well in advance, has been quick, and is conducted at suitable times.

Stay away from this providerI was transferred from MyRepublic to this provider without choice - I tried to cancel the service - online chat team is worst and they are clueless and ask me to choose some other option in phone ot talk to an agent - i could not get in contact with any agent. They never answer the phone.Service is also poor - internet disconnected every now and then - I wasted one whole day to cancel/terminate the service still no luck.They no longer respond. But keep charging me for the service which I never use.All good reviews here are fake - Stay away from this provider

Absolute worst internet provider. Terrible customer service. Do not work with the client. Many service disruptions and outages but still charge fully, and falsely advertised speeds. Very hard to get through to them. Will not allow you to cancel through any means unless you call, they make it very difficult for you, half the time you call you are on hold for ages. Continue charging you monthly if your service is suspended and you have no internet.

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.

Actually the worst ISP, ever since my provider was brought by super loop it's been nothing but pain, constant Internet drops, maintenance every other day, terrible customer service. All round terrible been trynna change providers but it's that hard enough to get in contact with them as it is