• long running

100/20 $69/M, 100/40 $75/M, 250/25 $85/M, 1000/50 $99/M for 6 Months + Free eero 6+ Router (New Customers, Min 18mo) @ Superloop

1806
100/20 $69/M, 100/40 $75/M, 250/25 $85/M, 1000/50 $99/M for 6 Months + Free eero 6+ Router (New Customers, Min 18mo) @ Superloop
Go to Deal
Taegukgi on 05/07/2023 - 10:28 superloop.com (16670 clicks)
Last edited 05/07/2023 - 14:10 by 3 other users

Seems like pretty good prices. Cheaper than the long running deal.

250/25 and 1000/50 is only available on nbn FTTP and HFC.

There is no contract if you only want nbn.

Contract length:
No lock-in

You may cancel your service at any time by giving Superloop thirty days’ notice (including if you do not wish to continue to use your service during the notice period).

There is an 18 month contract if you want the free eero 6+ router + $20 shipping.

eero 6+ with free eero Secure

Plug & play eero gigabit Wi-Fi router with Free eero Secure subscription. For a faster, safer internet connection. Zero cost upfront when you stay connected to an eligible plan for 18 months.

Free

$20 shipping

The offer of a Free eero 6+ router with eero Secure is only available to Superloop residential nbn customers and only applies to the purchase of the first router per service. Your service must be connected via FTTP, FTTC or HFC technology and your service must remain active for 18 months. Should you cancel your service before 18 months you will be charged a once off router clawback fee of $8/mth inc. GST times the number of months you fall short of your 18 month commitment. See Terms & Conditions here.

Referral Links

Referral: random (1140)

Referrer gets 10% off for 6 months.

Internet Amazon Broadband Mesh Network nbn Wireless Router

Related Stores

Superloop
Superloop

Comments

    • Twix on 05/07/2023 - 11:48
      +2

      You have to swap from FTTC to FTTP to get 250/25 or better. Check your location here. Does it say this?

      Good news! Your location may be eligible to upgrade

      • mc7alazoun on 05/07/2023 - 12:15

        Thanks mate. I can see that my neighbour is eligible while I'm not. How come? We're literally next-door! Is this possible?

        • Twix on 05/07/2023 - 12:17

          Maybe additional work is needed at your location. Do you get a date on here?

  • lancesta on 05/07/2023 - 11:40

    Anyone got good recommendations for routers/modems suitable for FTTN, home phone/SIP capability not required at all. I just want to be not tied up to any provider in particular (unless that's the more affordable way to do it).

    The upfront cost of a good one pretty much undoes the value of getting a cheaper deal in a lot of ways.

    Dual band is ideal but not 100% required. Would be good if I can manually set the DNS too but still not required.

    • Arch1818 on 05/07/2023 - 12:15
      +1

      I purchased this https://www.amazon.com.au/dp/B09VPRPTBJ?psc=1&ref=ppx_yo2ov_… for $253 3 months ago. it is $281 now. This is "UK model" with UK plug but nothing plug adaptor can stop using it in here. Try to price match with officeworks but they rejected it as it is overseas model.

      Solid performance, multiple possibility to extend with other Deco mesh products. I am currently "only" extend with m5.

      • lancesta on 05/07/2023 - 13:00

        That looks really good, works out about $10 a month over 24 months, so is a little bit over what I was hoping for. If it was my house I'd 100% go for something like that but this is just for the rents and they are happy enough with the routers the ISP gives out, so I was looking for something competitive with that kind of quality.

        I might be able to convince them of the quality as it'll last over 24 months and of they stick with entry deals they'll pay it back in a year or so

  • JarrodRebecchie on 05/07/2023 - 11:43

    If FTTP was in my area I'd be all over a 250 or 1000 plan. Currently on an honestly great FTTN 100/40.

    I'm with ABB, and their service and app are both great, but after hearing good things about Superloop I'm at the point where I'd switch. About six months ago ABB dropped their price by $10pm when I said I was looking to change providers, but looking at Superloop I'd save another $25pm (for six months).

  • drinkin-beer on 05/07/2023 - 11:46

    Current superloop customer here. I just called them to enquire about upgrading to their new "superloop 2.0" business model to take advantage of the 5 free speed boosts per month.

    The rep confirmed to me that I can do so at no extra cost (already paying $85/month for 100/20).

    An important thing to note which concerns me a little is that the new model ditches DHCP and now will utilise PPPoE. They will also offer a static IP for free on an opt in basis. The rep also confirmed to me that they will migrate all customers to "superloop 2.0" within the next 2 months.

    How does everyone feel about this? I am not sure I am too thrilled about being forced back onto a PPPoE service.

    • gamerkonks on 05/07/2023 - 12:06
      +1

      Are there any pros / cons to DHCP vs PPPoE apart from Authentication?

      • Namidairo on 05/07/2023 - 13:45

        In theory PPPoE is a little less efficient in that you need to be encapsulating and decapsulate traffic, but basically every router from the last decade will have dedicated hardware to do that efficiently and at line speeds. (Not counting the x86 router boxes from Ali which you may need to change some sysctl knobs to make it comfortable)

        When I say line speeds I mean gigabit, because the only NTD (right now) with 2.5gbit ports (well, one port) is the new Nokia Fixed Wireless NTD that they're going to use for the 5G upgrades to Fixed Wireless.

      • scix on 05/07/2023 - 15:58

        Are there any pros / cons to DHCP vs PPPoE apart from Authentication?

        It's just slightly more annoying to configure PPPoE and seems like a pointless change. But a free static IP is certainly a nice sweetener.

      • drinkin-beer on 05/07/2023 - 16:24

        On my pfsense router PPPoE is limited to one network queue on pfsense (actually a freebsd limitation) so performance can suffer at higher speeds.

        Not a huge deal because have a 100/20 connection but would be good to know I can go higher in future if I want.

  • jakmon777 on 05/07/2023 - 11:47

    Just discovered because of this post that I've been overpaying for Superloop. They've updated their prices and I'm stuck paying $120 a month for 250 down. Am I shit out of luck here or should I contact the TIO?

    • sessionzero on 05/07/2023 - 11:55

      You are out of luck. It's frustrating, and the same happened to me (twice!) but technically you're on an old plan. Call up and switch to the new cheaper one.

    • GoonSack69 on 05/07/2023 - 11:59

      Just get them to change you to the $119 1000/50 plan if they won't let you get this pricing.

  • Frozensage on 05/07/2023 - 11:48
    +3

    $20 for the "free" modem delivery. So not exactly free.

  • niravioli on 05/07/2023 - 11:48

    Anyone from Reservoir, VIC? My ping with mate internet is horrifying. Wondering if anyone from the same area can help me suggest better ISP for gaming. :) Cheers

    • nidentify on 05/07/2023 - 14:57

      I am on the other side of the train (boldrewood parade), been with ABB and happy with the service so far. Ping is stable and constantly getting around 10ms to 13 ms

    • johnnytran on 10/07/2023 - 16:47
      +1

      You can check your CVC graphs here for SL & ABB - looking back over the past week I think it's safe to say you will have some latency issues in the evenings while gaming. I'd suggest giving Launtel a go (I think they may still have a free 7 day trial and you may get some benefits if using a referral code), Futurebroadband or Telstra would be my other picks although a little more pricey I think. I'm currently with Launtel & Telstra, no issues with latency while gaming.

      https://jasongi.com/superloop-cvc-graph-archive/
      https://abb-cvc.io/

  • mjm2 on 05/07/2023 - 11:53
    +1

    I just called the superloop retentions team as I'm an existing customer but after seeing this offer, wanted to leave. They were able to give me this offer even though I was an existing customer - maybe give them a try? YMMV.

  • Justin9mm on 05/07/2023 - 11:54

    How is their third party router support? I was with iPrimus, 100% could not get my ASUS TUF gaming Wifi 6 router to work, something to do with the way they are setup, they said I had to use theirs after days of troubleshooting with them, nothing worked. Their proprietary supplied router was so bad and I could not get signal near back of the house. Now I'm with Leaptel, connected straight away with my router, full wifi signal through my router everywhere in the house. I'm scared to switch and have issues again.

    • Twix on 05/07/2023 - 12:15
      +1

      Superloop and Leaptel are both using IPoE (Auto IP) for authentication.

      • Justin9mm on 05/07/2023 - 12:18
        +1

        That's good to know for future reference, I just spoke with Leaptel about these offers to match, they are going to raise a request and get back to me, if I can get a better deal through my own ISP for a further 6 months as they all have these promos then I'll do that and look at switching in 6 months time to Superloop if they still have this cheap pricing. Even the non promo price is better than everywhere else..

  • Koulie on 05/07/2023 - 11:58

    Thanks OP!

    I had just signed up with Supperloop on their long-running NB250/25 deal yesterday with service start this Friday. The price was $88.95 first 6 months and then $108.95/month thereafter (casual)

    I contacted Live Chat and they told me Sales (contact centre) may be able to cancel and place new order.

    Sales were pretty quick in handling the request, they canceled the previous order, set-up a new account number and took out this new non-contact plan. My new price is now $85.00 first 6 months and then $99.00/month thereafter (casual).

  • mjoe on 05/07/2023 - 12:04

    I was with Superloop less than 12 months ago and then I moved over the Exetel (same infrastructure). My deal with Exetel comes to an end in October, would I be considered a "new" customers if I go back to Superloop?

  • SkyeLim on 05/07/2023 - 12:07

    If I sign 250/25 plan they will upgrade from fttc to fttp for free and can I cancel the plan after 6 months without penalties?

    • Koulie on 05/07/2023 - 12:11

      I went through this process with Telstra recently and there was no additional cancellation fee because it was a NBN initiative. I think it would be the same with Superloop.

  • bogak on 05/07/2023 - 12:09

    Currently with SuperLoop HFC for almost a year CVC - Carramar NSW. Speed has been fine for me, it's just all the unscheduled outages, all are apparently NBN problems. I pretty much get an outage once every couple of weeks.
    I'm on the $69.95 for 100/20/ and they agreed to extend the offer for another 6 months. Yes support is offshore now but if you want onshore support then you will probably need to pay more.

  • abcdefcuk on 05/07/2023 - 12:11

    I am still on the Superloop100/20 plan (No lock in @ $89.95/mth) and my last $15/mth discount has ended in the last billing cycle.

    Any idea (or if anyone here has a similar experience) of jumping onto these new deals? Happier with 100/20 plan at $69/mth anytime…

    • bogak on 05/07/2023 - 12:13
      +1

      Just do what I did, call them up and ask to extend the deal for another 6 months.

      • abcdefcuk on 05/07/2023 - 12:39

        No dice, this offer is only strictly for new customers.

        basically they're telling me they'd penalise me for being a "loyal" customer rather than a "new" customer.

        Anyone knows any other NBN plans (for 100/20) that is around that $70/mth mark i could churn out to?

        • Twix on 05/07/2023 - 12:42
          +2

          Leaptel 100/20 $74.95 a month.

          • abcdefcuk on 05/07/2023 - 12:52
            +1

            @Twix: Thank you buddy! its the same price as I could get right now ($89.95 - $15 discount) with SL but i'm heading to Leaptel to make a point to SL's record (and perhaps be a "new" customer next time)

    • mitch21 on 05/07/2023 - 12:56
      +1

      I was on a 6 month deal for $74.95 and the price was going to rise to $89.95. I called them and threatened to leave and they offered me another 12 months at $69.95

      • abcdefcuk on 05/07/2023 - 13:03

        when did you had this call with them? was this also with retention team?

        • mitch21 on 05/07/2023 - 13:31
          +1

          About one week ago and yes it was the retention team.

          • abcdefcuk on 05/07/2023 - 14:14
            +1

            @mitch21: thank you - will try for the same but if no avail, i'll leap over to Leaptel as Twix has suggested above.

  • lowey71 on 05/07/2023 - 12:18

    Been with Superloop, then Exetel now back to Launtel for the flexibility/performance (hopefully!!)

    Dont forget the 30 day notice to change providers (same with Exetel)
    Not sure if it is the same with Superloop, but Exetel removed all discounts on the final bill too

    Moved from Exetel as began to notice latency during peak periods (measured with Smokeping using 4MRA POI) and kids complaining about poor game performance.
    As per all the other comments, YMMV. As Superloop and Exetel are related, suspect the problem could also occur on SL too.

    Also see that their share price (SL) has been dropping, so they may have to cut corners (reduce costs as their prices are cheap) to return to profitability at some point.

  • Blackcat2 on 05/07/2023 - 12:30

    Thanks OP. Perfect timing as my 6 months promo with Internode runs out very soon.

  • Grok on 05/07/2023 - 12:31
    +1

    These are six months introductory prices only.so no big deal.

    The title should disclose this.

    • Hinee on 05/07/2023 - 15:26
      +2

      It's in the title.

      Are you seriously negging this purely because it's only a deal for 6 months?

  • burningrage on 05/07/2023 - 12:36
    +6

    I have no problem with Superloop. My wife likes them better vs ABB due to much less video conferencing latency/dropouts.

    However, please be aware that something must have happened recently, any new connection with Superloop may or may not result in termination of your previous provider. What that means if say ABB uses your UNID1, this Superloop (and Leaptel) may utilize UNID2, resulting in you are subscribing to two services and paying for 2 services.

    They also want you to tell them 30 days before termination which means if you intend to switch at end of 12 months (6 months if using discounted pricing), you will be paying for 13 months (or 7 months if using 6 months discounted pricing, exposing 1 month at full undiscounted pricing). You would have to serve your notice at month 11 (or month 5 if using 6 months discounted pricing).

    I intend to keep giving this warning for every Superloop thread and maybe Leaptel too since Leaptel doesn't offer you a choice to override an existing UNID (when signed online at least)

    • Namidairo on 05/07/2023 - 13:30
      +2

      However, please be aware that something must have happened recently, any new connection with Superloop may or may not result in termination of your previous provider. What that means if say ABB uses your UNID1, this Superloop (and Leaptel) may utilize UNID2, resulting in you are subscribing to two services and paying for 2 services.

      Obviously the winning choice is to be churning one gigabit service to another gigabit service, as you cannot provision more than 1.25gbit on a single NTD.

      • burningrage on 05/07/2023 - 14:36
        +1

        If you can afford it, yes :-)

        My hand is itchy to try gigabit connection!

    • maggoty on 05/07/2023 - 15:28
      +1

      Hi,
      I moved from ABB to Leaptel a couple of months back and Leaptel did give me the choice to override the UNID port that ABB were utilising, all during the sign up process. That automatically initiated the closing of my ABB account, and I didn't have to do anything.

      • burningrage on 05/07/2023 - 15:35

        Fantastic. When I joined Leaptel, it shows me the list of UNID ports I have and the port where Superloop was, was greyed out so I cannot choose that.
        So I got stung lol. Paying 2x for Superloop one more month and Leaptel.

    • scix on 05/07/2023 - 16:02
      +1

      I think this only applies with FTTP (certainly not FTTN), but something to be aware of.

      It's actually pretty handy since you can use Launtel as a backup daily provider, or if you want gigabit for a day (and your ISP doesn't have a speed boost option).

      • burningrage on 05/07/2023 - 16:07

        I wanna try that speedboost thingy. It seems to be a new concept.

  • mutch on 05/07/2023 - 12:43

    Does Superloop still have the 3TB limit on the 1000/50 plan ?

    • Twix on 05/07/2023 - 12:48
      +1

      No it's unlimited.

  • Irishness on 05/07/2023 - 12:44
    +1

    from what I've read on here
    Superloop is moving from DHCP to PPoE & implementing CGNAT, now require 1 month notice to cancel & customer service has been moved offshore. So basically the once good ISP is going to shit, used to be no2 to ABB no longer….

    • burningrage on 05/07/2023 - 12:51
      +2

      You can request for CGNAT to be removed. I did that due to my CCTV.

      Yes, they require 1 month notice to cancel. See my post above. I'm very surprised no one has alerted this so I am guessing it must have been something quite recent.

      Not sure about customer service. I was finding them okay tbh. I had no complaints against them except I probably should have been more aware with their billing / contract practices before committing. Service wise I was happy with them.

      • Irishness on 05/07/2023 - 12:58

        I was with Superloop for many years back not long after the NuSkope purchase, they were great, they have gone downhill in more recent times unfortunately. Appeared a lot of the long term quality employees left too

      • johnnytran on 11/07/2023 - 09:34

        I was with Superloop years ago and was told back then they required 1 month notice. It was hard to get hold of them whenever I tried to call (sometimes being on hold for over an hour & giving up), eventually got through and they were happy to hold off on the cancel until my last day so I got to use it until the month was up.

        I personally wouldn't recommend them to anyone from my experience but my issues were due to my POI being hammered every night. I complained a few times of packetloss and latency issues during peak periods, providing lots of evidence but they never upgraded my POI, even checking years on it was still bad. Others had no issues with their POI, I guess if you find yourself on one of those it's worth sticking with SL.

        Same experience with ABB, wouldn't recommend them if you play multiplayer games in the evenings. ABB went to crap when they went crazy with all their advertisements on TV.

  • Pat S on 05/07/2023 - 12:47
    +1

    Thank You OP..called the rep and signed up just now for a free Flip to fibre upgrade with free modem (Gigabit Wi-Fi 6 MESH 1800Mbps Modem)…its $140 on their website with $20 shipping.

  • TommyGun on 05/07/2023 - 13:09
    +2

    Just moved from the CBA More Plan which was $89 with discount for the 100/20 plan. Now I'm getting 100/40 for $75 for the first 6 months.
    Worth a try.

    • TommyGun on 05/07/2023 - 19:47

      Signed up and connected today to the 100/40 HFC plan. Had to just restart everything and run the internet set up wizard on the Asus 86 router and change the connection type to Automatic IP and thats it.

      So far its great. Speeds are faster than More Internet. Downloading at 10mb a second via VPN as a test.
      Happy.

      just be careful when switching over from More they dont do pro-rata if you're mid-cycle, kents.

      • MuddyRubber on 06/07/2023 - 02:25

        Same here. Moving from More 100/20 where I was paying $69 (nice) as a CBA customer but I forgot the 12 months was up so had to leave off ice cream from the shopping list for a month.

        Was gonna try Exetel first but Superloop 250/25 was intriguing with the speed boost. Doing that for 6 months which is worth a try at $80 (was $85 less $10 referral plus $5 to opt out of CGNAT) and maybe permanently stop buying ice cream.

        • ssdexecutor82 on 09/07/2023 - 00:02

          how does the $5 opt out of CGNAT?

          • Twix on 09/07/2023 - 12:36

            @ssdexecutor82: Paying your ISP for a static IP disables Carrier Grade NAT.

            You can ask Superloop to get Carrier Grade NAT disabled and you get a regular sticky IP address.

  • Garrettau on 05/07/2023 - 13:14

    Does 30 days notice Ap plus to transfer to another company?

  • I Smell Pennies on 05/07/2023 - 13:17
    +2

    The 30 day notice is BS btw, I was able to cancel next following day last time I called.

  • FeZZa21 on 05/07/2023 - 13:34

    called ABB retention team since my last 6 month discount ended last month, they said they could only do a $20 discount for my 1gbps connection for 12 months starting next month, changed to SL and got activated in an hour.

  • ThatNintendoKid on 05/07/2023 - 13:41

    More nbn have the same deal on the 100mb plan if you’re a commbank customer but for 12 months, with a free fttp upgrade and free eero 6+ with only one month minimum term no lock in contract. Just did that a couple days ago and we ordered our free eero 6+ today, and we are getting everything set up this Monday.

    • Warehouse on 05/07/2023 - 14:51

      How did you get a free eero 6+ with More? shows $159 for me, even when selecting the 100mbps option.

      • ThatNintendoKid on 05/07/2023 - 16:32

        Select the commbank customer setting, then choose the 92mbps “fast” plan and enter your address and select “build your plan”. If needed select the plan again and then at the bottom under the “choose your modem” subsetting you’ll see the offer description in an orange box if your property is eligible

  • PixelPaul on 05/07/2023 - 13:58

    they use CG-NAT which is a big no no for me.

    • samfisher5986 on 05/07/2023 - 14:01
      +2

      Customer service can remove it for you, I did it this morning.

      • kongkee on 05/07/2023 - 14:33

        What's the downside in removing this? Also what did you say when you wanted to remove it? Do you have to have reason or just straight up tell them to remove it?

        • samfisher5986 on 05/07/2023 - 14:38
          +3

          No downside (Besides one less IPV4 IP for someone to use in the world)

          No reason necessary

          They needed a reason for the free static IP, I said I wanted to view my security cameras from my phone, they said gaming isn't a good reason at first and were reluctant for the free Static ip.

          You should only be removing CGNAT if you host something as a server.

          • Benzy on 03/01/2024 - 15:10

            @samfisher5986: Did yo manage to get free static IP? Should i just call the technical support and mention that I wanted to view my security cameras from my phone or access the remote desktop for work purpose for free static ip?

        • burningrage on 05/07/2023 - 15:32
          +2

          Not sure about downside but upside is CCTV works better and your gaming doesn't get relegated to C/D/F NAT Class (which is bad for multiplayer gaming) or Type 3 NAT in PS4/5 (which is also bad for multiplayer gaming).

          To remove it, just say you're working from home and often does RDP access OR you can say you are using CCTV. Don't say it's for multiplayer gaming! CGNAT is designed to save the vendor money so you better have a good reason to remove it.

      • stringbean402 on 06/07/2023 - 09:24
        +2

        I just removed it through the customer management portal.

        It's under the "Change my IP address" section - Carrier Grade NAT opt-out request

        "Your Carrier Grade NAT opt-out was successful and should take effect immediately."

        • El-Cheapo on 06/07/2023 - 11:38
          +1

          Cheers for this, change is immediate and VPN now working.

        • ssdexecutor82 on 09/07/2023 - 00:16

          could not find this

        • SaltyFries on 09/07/2023 - 11:24

          Where did you find this mate? Cannot see it in the app

        • Benzy on 03/01/2024 - 14:38

          I cann't find 'Change my IP address' section in my Web customer management portal.

          On dashboard, when i click Mange, it open up 'Manage my Service' section. That has option of Usage Summary, Daily Usage detail, service detail, change my plan and My document sections and none of them have 'Change my IP address' section.

          I have looked at other part of the Web portal but cant find the 'Change my IP address' section.

          Could you please direct me to find the "Change my IP address" section?

        • Benzy on 03/01/2024 - 15:01

          Just chatted to superloop to remove the CG-NET and they told me that CGNAT is already removed from my account and my connection type is set to Dynamic. Isn't the connection type should be Static?

          Update: just read the Superloop Critical Information summary:

          'Where CGNAT is available, your IP address will default to using CGNAT, unless you specifically request to opt out of CGNAT, which may be approved by Superloop in its discretion. When opting out of CGNAT, a dynamic public IP address will be assigned to the service, however, you may request a static public IP address (at additional cost).'

          How everyone is getting free static address by opting out of CGNAT without addition cost?

    • scix on 05/07/2023 - 16:03

      Which ISPs don't use CG-NAT these days? ABB, Superloop, Leaptel all use CG-NAT by default (and all have opt-out).

      • Twix on 05/07/2023 - 16:32

        TPG, Telstra, Optus.

    • OzTech74L on 05/07/2023 - 16:56

      I just called them today to move me to this promo offer. I'm a long time SL customer and was happy with the overall experience today.
      I specifically asked if nothing will going to change if I accept the new v2 promo and SL said I will be behind CGNAT. He told me though that I can opt out from CGNAT if I call tech support right after my new service is updated.

  • Jimbuscus on 05/07/2023 - 14:30

    I have found that there is a bit more to connection quality than just being connected to the NBN, the way a provider can route traffic and allocate bandwidth is more open than it originally was, so internet quality can vary. That being said, Superloops connection quality is well above average despite the price, comparable to Leaptel IMO.

    My speed is quite variable, but its around 650/45 on average as advertised, I'm on HFC and have had the same trouble getting top speeds with NBN1000 on other providers.

    The customer administration side of things may be the worst of them all, when I signed up I opted for the $20 router, which was labelled a mesh but didn't specify that it was just one, I had made the assumption but it was still very poorly described and I wouldn't scoff at someone who thought they were getting mesh routers plural given it's literally not a mesh with just one.

    The payment system didn't go thru for the $20 which was the only thing due straight away, so I just paid directly through their payment portal $20 the same day, I received a receipt etc. The system paid the $20 for monthly bill due in 2 weeks, not the soonest owed $20, I got an SMS two days later telling me I had incurred a $10 missed payment fee for the $20 router payment.

    I called them, their wait time was long, but that is honestly reasonable for the savings, that's the difference that you are either paying for or not paying for.

    The person apolagised and let me know they were applying a $10 credit to counter the $10 surcharge and that the system would acknowledge my $20 payment, regarding the router payment.

    Since that date and to this date, I have not been able to access their webportal at all, the payment system appears to work but then when you attempt to make a payment it doesn't work either.

    Two weeks later, 4 days before my first bill was due, with no notice my internet stopped working and then I recieved an sms after the fact informing that Superloop had disconnected my service for payment not received. I assumed that my first bill was due earlier than I had thought, which even if that had been the case no grace period whatsoever is absolutely insane.

    My housemate works from home self-employed and uses a desktop so no hotspot (no wireless PCIe card either), so I called them and after the long AF wait time, I panicly told them their payment portal is down and I need to pay them the $99 I thought I owed, it took about half a dozen attempts to talk them into letting me pay that exact amount over the phone and I didn't want to deal with the details until after as we needed that internet back on ASAP.

    After paying them, I checked my older emails to discover that my due date was what I thought it was and I hadn't been late on a payment, so my assumption about the instant disconnection the day after it could have been due was wrong. It turned out that it was still the $20 that was owing and despite having gone out of my way to correct their system error that doesn't make payments to the most recently owing bill, my internet was disconnected without warning.

    I have since opened a case with the TIO and as soon as the case was recieved by Superloop they agreed to compensate me $100 in account credit as requested by me, without getting me to agree to close the case, which I have never had before, so they must have understood how much they screwed up.

    Despite this TIO case going on weeks, as mentioned, I still do not have any way of seeing my bills or making a payment. The phone app does not retain any login information, nor is it recognised by Android in a way that offers to save the login/password, so using the app requires a full login every boot. The phone app works for the most part, but is very limited and does not have nearly as much account information that the webportal had.

    The TLDR of it, normally as long as the NBN service quality isn't bad like some providers (Spintel), you normally don't have a reason to use low-quality support frequent enough to pay up to +$50 per month more. If you do end up contacting them, it may be once/twice per year and saving literally hundreds per year is worth an extra hour with low-quality support.

    But in this special case, you do get the full quality of NBN internet, coupled with a webportal that is limited to begin with, may not work and a company that will charge you +$10 if you are a day late, while barely having a payment system that works enough for you to actually make your payment on time, without calling them and waiting a long time to pay over the phone.

    Had I known these issues would have occurred, I would have stayed with Leaptel for the other 6-months at $109 on NBN500, which was roughly the same speed at 550/45.

    • Namidairo on 05/07/2023 - 15:03
      +2

      My speed is quite variable, but its around 650/45 on average as advertised, I'm on HFC and have had the same trouble getting top speeds with NBN1000 on other providers.

      Hardware can be an issue, but also since it's HFC it can be just segment congestion. (Ignoring CVC here…)

      Had I known these issues would have occurred, I would have stayed with Leaptel for the other 6-months at $109 on NBN500, which was roughly the same speed at 550/45.

      Yeah the Leaptel service is basically a Home Ultrafast service, but with the downstream shaped down to 570mbit. Which is perfectly good for many people considering the price.

      I have since opened a case with the TIO and as soon as the case was recieved by Superloop they agreed to compensate me $100 in account credit as requested by me, without getting me to agree to close the case, which I have never had before, so they must have understood how much they screwed up.

      TIO fees rise steeply past the first level, so it's in their interest to resolve it quickly without it escalating.

  • mini_wombat on 05/07/2023 - 15:11
    +1

    This makes me now churn away from Superloop … hate these new customer deals … paying more for less. I will be a new customer again somewhere else. When they want top play the game they can …

    • abcdefcuk on 05/07/2023 - 15:31

      with you on this. hence my little "discussion" a few messages/replies above…

    • stringbean402 on 06/07/2023 - 10:01

      See you hate them but love them because your willing to churn.

      It's just a lazy tax for people who can't be bothered to shop around once the promo is finished, people can't be stuffed going to the effort

  • umoddbro on 05/07/2023 - 15:41

    Why are all ISP just notoriously bad with customer service? So far I've been with superloop, exetel, tangerine, bigpond and whenever I'd have to contact them they've been terrible. The only good one I've had is probs with Aussiebb. And no it's not like I call them every week, I churn every 6 months and sometimes it's just a simple billing enquiry or some issue like they've given me a speedboost or speed upgrade but it never went through.

    • Jimbuscus on 05/07/2023 - 15:53

      If Aussie Broadband weren't +$50 more expensive than deals like this, I'd stay with them, but for $600 a year I'll put up with an extra 30 minutes of wasted time per support call.

      At $50 per month, I could put up with 15hrs per year of extra wasted time and usually we don't have any reason to talk to the ISP most months.

    • OzTech74L on 05/07/2023 - 17:05

      My overall experience with SL is great… ABB was great too but stuff up for me when they did the public share or IPO.

  • ShinK0 on 05/07/2023 - 15:56

    Been with them for 1 month now on the 1000/50. Getting around 850-950 down but only 20-25 up.

  • Trishool on 05/07/2023 - 16:36

    Looking to move to this deal from iiNet who have provided me a router for my FTTP connection, which I'll likely have to return. Not keen on locking into an 18m agreement with SL, and I havent been keeping up with routers, so anyone can recommend a good wifi 6 router for an FTTP NBN connection? I've got no clue where to start looking, but my budget would be around $250.

  • Atronach on 05/07/2023 - 16:41

    I just churned over to superloop from tangerine today. They connected it within 1 hour but im having issues. I'm using the telstra smart gen 2 modem and now strangely some of my devices are not working as normal. None of my online games on ps5 are connecting to their networks, but it I can still download games….? Also my TV cannot connect to youtube and other services now either. But internet is working over wifi as normal for my laptop.

    After about 2hrs with superloop customer service they've just said wait 24hrs or contact support for the modem….

    So frustrating

    • zanzir on 05/07/2023 - 16:49

      FTTC? FTTP?

    • Twix on 05/07/2023 - 17:02

      Get SL to turn off Carrier Grade NAT to fix the PS5. I'm assuming you have restarted the TV and Telstra SMG2?

      • Atronach on 05/07/2023 - 17:03
        +1

        thanks calling them now. Yeah ive restarted everything a bunch of times

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