Superloop Is Very Difficult to Contact

Tech5 on 21/07/2021 - 18:15

Just a word of warning for people who are looking to signup to Superloop.

When I signed up, I was not given my online account details. Now that I need to update payment details, I can't login.

I have sent an online enquiry over 1 week ago with no response. Their phone number is buried deep so there is a lot of difficulty finding it. On the phone, I waited for an hour before opting for a call back. This was 4 hours ago with no response.

What is going on with that lot? Poorer customer support than Telstra.

Internet Broadband nbn

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Comments

  • iforgotmysocks on 21/07/2021 - 18:30
    +1

    I had success calling them at 8am when the call centre opened.

    But yes I had a similar experience with their call centre

  • PissLUR on 21/07/2021 - 18:34

    i didnt have to wait long to terminate my service 4 months ago.

  • Bisah1342 on 21/07/2021 - 18:40
    +4

    another reason that aussie BB is better imo. While their speeds are comparable, customer service is completely different..

  • NewbiefromVic on 21/07/2021 - 20:14
    +1

    Hi Tech5

    I received an email from Superloop Members Services when i signed up with the user name. See if it's in your email somewhere. Or you can go to https://members.superloop.com/login and try the forgot password option. It should send a password reset link to your registered email to let you reset it.

    Cheers

  • iNeed2Pee on 21/07/2021 - 20:57

    So far so good with Superloop. I guess everyone has there own experiences…

    • Chandler on 22/07/2021 - 09:40

      I emailed them asking about an invoice I couldn't locate the email for nor could download in the account portal (spits out an database error, so I suspect something is wrong with that particular invoice on their end, hence no email).

      Got an automated ticket number (Zendesk), I replied to follow up as hadn't received anything else; still no actual response. I assume someone's just closed my ticket.

  • Ehty on 21/07/2021 - 21:39

    I didn't have such bad experience, even though I dealt on email most of it was fast and smooth.
    While termination I did call the customer service and it wasnt too long too.

  • sm0 on 27/07/2021 - 09:46

    Their support is bad but I expected that when i signed up.
    I'm having an issue where the internet goes down for roughly 10 mins at 9am every morning.
    Trying to work out if its Superloop or me.
    Thinking of switching but dont know where to go.

  • Tamiya on 01/08/2021 - 07:04

    My Superloop FTTB line keeps losing sync 6-10+ times a day for past 3-4wks. Usually comes back after 10-15mins; other times need modem reboot.

    Supposedly there was a planned outage around then, dunno if they meddled with the line then.

    Not sure if it’s line or old modem perhaps… started during Melb lockdown #5 so I couldn’t just go out get another unit to test then :/

  • Garagesale on 17/08/2021 - 11:12

    Finally got thru on phone after 30 mins.
    Didn’t get speed boost I signed up for.
    Supposedly not available on my connection but I got no notification of this.
    Supposedly it’s hidden away somewhere in a PDF for terms and conditions…

  • Globfoblin on 22/08/2021 - 09:41

    I've had similar issues.

    I was experiencing constant packet drops/spikes after being connected for around a month or so; so I contacted support and was given a ticket and no response for 1-2 weeks. I decided to drop another reply to the ticket and heard nothing again for another 1-2 weeks. As a side note here, I previously never experienced this issue when I was with Aussie BB before churning due to pricing, nothing has changed within my network and it was a problem with tracert back through Superloop's network.

    I then decided to cancel my account with Superloop and went back to Aussie BB which I wasn't/haven't experienced any similar technical issues.

  • Actionman77 on 25/08/2021 - 17:35
    +1

    I thought Telstra were bad, these guys are next level hopeless. Can't wait to jump ship!

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