OK, so I was warned that Superloop customer service was not the best, and wait times were long when phoning.
I recently signed up, and wanted to find out when my new NBN would be ready.
59 minutes on hold, and then their line disconnects. I suspect as it was exactly 59 seconds, that their system is designed to drop calls that have been connected longer than this??
So frustrating - patiently waited from being caller 5 to caller 2, then this.
The quality of the NBN better be good!
tbf their NBN has been OK, but does get frozen-up for 5 minutes occasionally. Never had any problems on ABB. Will probably churn to try another provider next month.
Well, I sent an urgent follow up email at 11:30am today, and 3.5 hours later, have not heard anything.
I sent an email the day after I signed up questioning why my speeds were substantially less than what I got on ABB. Despite being double the speed.
I got a reply 30 days later
Still no response, or any updates for my new NBN signup.
Back to the phone queue now…….. :(
Got through after about 10 minutes today. Apparently there has been some staffing issues in the call centre due to sickness. (And it seems that other people may have also been cut off after waiting on hold for 59 minutes).
As pissed off as I was the other day, in fairness, the lady I spoke to today was very polite (which often isn't the case in general), and appears to be an Australian based call centre (at least based on my accent identification abilities).
So, will see what happens.
NBN connection time is approximately 1 - 2 weeks (and I think the wait time maybe due to NBN co and getting a technician sent out, which I am guessing will be a Telstra tech??)
Called superloop tech support for the first time today (17/12) since signing up and have been on hold now for more than an hour and now caller 3 of 12 originally
I highly suggest avoiding superloop for this reason
Aussie broadband wait times were no more than 5 minutes usually, I'll likely sign back up to Aussie soon!
Sorry to bring up an old thread.
Canceling my superloop today and my first time ringing them, on hold now for 48 minutes.
It's a shame cause signing up, connecting, minimal drop outs was smooth until now.
Been waiting for 52 minutes and still nothing. No notification of queue or what not.
Best looking to another provider
They have awful customer service and the call wait times are ALWAYS very long.
I have been put in the unfortunate predicament of having to Call Superloop repeatedly due to Installation Technicians either cancelling or being unable to conduct works on my rental and can easily say I have wasted 5+ hours waiting on the line.
On two occasions the fault was not their own but when it was, the representative was unsympathetic and short.
I would advise future users to go with someone else. Hoping the quality of internet is decent.