Superloop Sub Standard Service and Support

Nand0sx on 25/11/2023 - 19:34
Last edited 25/11/2023 - 19:46 by 2 other users

I just wanted to pass on my experience with Superloop over the last few weeks after switching from ABB. I believe I used them in the past but I do not remember receiving such substandard support. I guess you get what you pay for but thought I'd give everyone a warning anyway.

I signed up for a 100/20 plan knowing I probably could not get the full 100 on my FTTN but wanted to see what my line was capable of. On ABB I had zero issues maintaining 50/20 with speeds quite often 1/2 over 50mbps. However for some reason when connected superloop could only provide 36Mbps down (Down to 20Mbps peak…..). Given nothing else changed I doubt this is an NBN or line issue as ABB had zero issues maintaining the 50…

I then received an email saying because I was under the speeds I signed up for I could cancel without penalty and they would refund the difference I was paying over for speed I was not receiving. When I tried to take them up on this offer they stated I could change to the 50/20 plan but the price would not include the new customer promo I had on the 100/20 plan. This meant I would actually pay more…

I have since tried to cancel 5 times and each time they have refused, stated there was an error or I was not eligible to cancel. I have since moved my internet to Exetel (let's see if they are better). It has been over 2 weeks and still, superloop will not cancel my service charging me for a line that at this point is not even active…

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Comments

  • brendanm on 25/11/2023 - 19:45
    +12

    Very much agree. They suspended my service due to non payment (even though I had/have a valid card on file, and there had been no previous issues). I then changed to ABB. Called them to cancel, as you can't do it online, asked to pay whatever I owed at that point, they said to do it on the portal. Signed in to the portal, no outstanding invoices, when I went to "make a manual payment" it came up with nothing and said I had nothing to pay. End of this week started to receive calls, SMS, and email from a debt collector. Call superloop, no one in the appropriate department was available. Said they would call back, didn't, so I called them. Still no one available. Lodged complaint with TIO.

    TLDR - superloop sucks, stay away.

    • HeWhoKnows on 26/11/2023 - 08:03

      Guys I hate to disappoint you but according to product view ratings Superloop fairs much better than either Telstra, Optus or Exetel

      Scores on ProductReview as follows:
      Superloop 2.7
      Exetel 2.2
      Telstra 1.6
      Optus 1.5

      Dodo fairs better at 3.2

      NBN suppliers with the best scores are:
      Occom 4.4
      Spintel 4.4
      Swoop 4.5
      Aussie broadband 4.5
      Australia on line 4.8
      Mint telecom 4.9

      See here for more details:
      https://www.productreview.com.au/c/internet-service-provider…

  • Twix on 25/11/2023 - 19:55
    +1

    Superloop purchased Exetel a couple years ago.

    • Nand0sx on 25/11/2023 - 20:05

      Oh goodie…

    • jizmo on 25/11/2023 - 22:24
      +1

      I got banned from Exetel for calling the TIO about a security deposit on roaming overseas that didn't get returned, 15 years ago.
      Great customer service when you had to wait days for emails with abuse and couldn't call them.
      Memories tattooed into the brain.
      Who would pay for such a crap name

    • HeWhoKnows on 26/11/2023 - 08:08

      They why have similar but very mediocre ratings on product review

  • Typical16-bitEnjoyer on 25/11/2023 - 19:56
    -3

    Zero issues with Superloop here. Always one side to the story. If you can't cancel a service after 5 attempts, I'd think it's a PEBKAC issue.

    • Nand0sx on 25/11/2023 - 20:09
      +1

      Yes, requesting a cancellation and being told I would receive a cancellation and then not could definitely be seen as a PEBKAC issue with their support.

      • Typical16-bitEnjoyer on 26/11/2023 - 06:36

        You could have transferred out any time. Activation happens within hours generally these days.

        The real crux of what you were trying to do is obtain a $10 refund when you were on a promo already cheaper than the 50Mbps plan.

        1. Wasting 5 phone calls for an imaginary $10,
        2. when you specifically say you signed up for the 100Mbps plan knowing full your line sync barely hits 50 in any event,

        3. When Superloop has ZERO CONTROL over your line sync

          is most definitely a PEBKAC.

        • Nand0sx on 26/11/2023 - 14:37

          I am not sure why you are commenting with information that is not correct, or do you somehow know my circumstances more than I do?

          Wasting 5 phone calls for an imaginary $10,

          5 phone calls to cancel my service, I have already switched providers. Superloop is still charging me for a service that is not being used and has stated on those 5 occasions service would be cancelled and it is not.

          when you specifically say you signed up for the 100Mbps plan knowing full your line sync barely hits 50 in any event,

          My line maxed out the 50/20 plan on ABB without an issue… 100/20 was chosen to ascertain the lines maximum, which failed due to superloops inability to provide speeds close to the lines actual maximum.

          When Superloop has ZERO CONTROL over your line sync

          That is factually incorrect, there are multiple reasons one provider can't provide the speed another can. I suggest you do some research.

          And for good measure… I have just gone back to ABB on their 100/20 plan. I am getting 72Mbps download and 19Mbps upload, so please tell me how it is not Superloop.

          • Typical16-bitEnjoyer on 27/11/2023 - 14:50

            @Nand0sx:

            5 phone calls to cancel my service, I have already switched providers. Superloop is still charging me for a service that is not being used and has stated on those 5 occasions service would be cancelled and it is not.

            You've been with them for mere "weeks". Explain how they are still charging you? Assuming you provided the requisite 30 day notice under their CIS.

            That is factually incorrect, there are multiple reasons one provider can't provide the speed another can. I suggest you do some research

            Sounds like you did the research. So share it then lol. We'd love to hear it.

            It is factually correct. There are multiple reasons, *all out of the control of the ISP or VSP. *

            I am getting 72Mbps download and 19Mbps upload

            What happened with Exetel?
            Did ABB explain why line sync is now magically improved?

            • Nand0sx on 27/11/2023 - 16:55

              @Typical16-bitEnjoyer: I don't why you insist on continuing to attempt provide knowledge of something you are clearly lacking the required knowledge on.

              • Typical16-bitEnjoyer on 28/11/2023 - 21:44

                @Nand0sx:

                Sounds like you did the research. So share it then lol. We'd love to hear it.

                Go on. We're waiting.

    • JimmyF on 25/11/2023 - 20:36
      +1

      Agree, folks are on superloop for 12+ months, zero issues for them.

  • Hirolol on 25/11/2023 - 20:24
    +1

    Why not go back to abb?
    What was the reason for leaving, if it was price did you call them up and say you were leaving?

    • Nand0sx on 25/11/2023 - 20:28

      Yeah, it was the price, will probably end up back with them at this rate..

    • reactor-au on 26/11/2023 - 08:53

      I called up ABB about the price and canceling when they announced the price increases from the 50/20 and lower plans, weren't interested in giving me a better offer. They really would rather not have FTTN customers.

      • Hirolol on 29/11/2023 - 06:22

        How long were you with them for?
        Apparently only the disconnect department can offer better deals

        • reactor-au on 29/11/2023 - 08:45

          Since Feb 2021. Yes they put me through the disconnect/retention or whatever the department is called, the best they could do was apparently keep the 79 price for another 2 months.

  • JimmyF on 25/11/2023 - 20:36
    +2

    However for some reason when connected superloop could only provide 36Mbps down (Down to 20Mbps peak…..). Given nothing else changed I doubt this is an NBN or line issue

    LOL Superloop has zero control over your FTTN syncing speeds. Its a line issue, which you will find out when you churn to someone else

    • Nand0sx on 25/11/2023 - 21:32
      -2

      On ABB I had zero issues maintaining 50/20 with speeds quite often 1/2 over 50mbps.

      Did you purposely miss this or?

      • JimmyF on 25/11/2023 - 22:04
        +2

        Did you purposely miss this or?

        I saw it, did you miss this or?

        Superloop has zero control over your FTTN syncing speeds

        or this bit

        which you will find out when you churn to someone else

        So churn and let us know what speed you get.

        • Nand0sx on 25/11/2023 - 22:32
          -3

          It is quite clear you are trying to comment on something without any knowledge of the subject. There are very real limitations on speeds available due to provider's decisions.

          TL;DR; ABB provided 50mbps on the same line. That is a higher number…

        • Nand0sx on 26/11/2023 - 14:38

          My 100/20 plan with ABB is now active, I am receiving speeds of 72Mbps down and 18Mbps upload.

          PLease continue to tell me how a provider has no effect on sync speeds.

          • JimmyF on 26/11/2023 - 15:11
            +1

            @Nand0sx:

            PLease continue to tell me how a provider has no effect on sync speeds.

            So let me get this right….You're only receiving 72% of your 100/20 speed….. Fun fact, 72% of 50 is drumroll please…….36….

            Oh wait what a shock, 36mbps is what you had been getting on superloop 50/20 plan.

            So yeah what to rethink your answer about how crap superloop was really and if the issue is your NBN connection/Node.

            • Twix on 26/11/2023 - 22:04

              @JimmyF: The slower Superloop speeds could have been CVC related.

              • JimmyF on 26/11/2023 - 22:06

                @Twix: Maybe CVC… Easy enough to check https://jasongi.com/superloop-cvc-graph-archive/

                Or it was just crud FTTN congestion issues at the time.

              • Twix on 27/11/2023 - 19:08
                +1

                @Twix: Thanks for the neg. CVC hasn't been turned off yet and if Superloop CVC was hitting the limit it can give you slower speeds.

                • Typical16-bitEnjoyer on 29/11/2023 - 15:55

                  @Twix: "Turned off"? Were you meaning Coexistence?

                  • Twix on 29/11/2023 - 16:19
                    +1

                    @Typical16-bitEnjoyer: No CVC and FTTN coexistence are different. CVC is going away this Friday for speed tiers of 100Mbps and higher.

                    • Typical16-bitEnjoyer on 29/11/2023 - 16:50

                      @Twix: What's the relevance? There's probably 8 houses in all of Australia on FTTN and getting 100Mbps or higher.

                      • Twix on 29/11/2023 - 16:59
                        +1

                        @Typical16-bitEnjoyer: All ISPs set their CVC to a certain number (let's say 8G). If 8G is reached and Superloop's CVC is not increased fast enough it can temporarily result in slower speeds and lag.

              • Ramrunner on 30/11/2023 - 14:31
                +1

                @Twix: Why the hell was that downvoted?

                Have an upvote.

                It absolutely could have been CVC related unless dismissed with the appropriate Superloop POI CVC graph check. I don't see that anywhere in my quick scanning of comments so the CVC issue could very well be valid.

                Can we keep downvotes for truly stupid comments please? This was not one of them.

                • Store RepChaddy @ CPK Web Services on 19/02/2024 - 20:20

                  @Ramrunner: That is correct, it might of been a CVC issue. Also with FTTN some lines aren't capable of 100Mbps if you are more then 500 meters from the node you won't get 100Mbps the further away from the node you are the slower the speed.
                  Some FTTN users can't even get 50Mbps.

            • Nand0sx on 27/11/2023 - 16:57

              @JimmyF: If you actually read the post you would know I was on 100/20 with superloop.

  • FoxJump on 25/11/2023 - 21:23

    on hfc with superloop. i moved from abb a week ago
    no problems. on ddns. i opted out from cgnat

  • [Deactivated] on 25/11/2023 - 22:47

    Recently cancelled Superloop after using them for a few years.

    Upside:
    A bit cheaper
    Can extend 6m discount offer every time (but need to pay full pay for 1 month then the discount kicks in again)

    Downside:
    Terrible customer service - they used to have some small local call centre which is now 100% India after the founder? sold his share or something
    They even moved from alright website with various control such as remote modem restart to a s*it new one called superhub for no reason then started charging CC surcharge.

    Every time when there's a big time NBN outage happens, I just rely on whomever nearby with Telstra or something coz it's hopeless to call them and ask them to log a case in NBN portal.

    Moving to Leaptel now.

    • Twix on 26/11/2023 - 22:00

      Superloop are not in India. Superloop sales and retention team is in Sri Lanka and billing and technical support is in Adelaide.

    • Gintokiii on 04/12/2023 - 20:43

      How's the current usage situation? I also want to switch away from Superloop.

      • [Deactivated] on 05/12/2023 - 15:45

        Moved to Leaptel today and seems alright.

        Control panel is more geeky or I might say like old Superloop - has CGNAT and IPV6 control as well as some NBN diagnostic features.

        • Gintokiii on 05/12/2023 - 18:55

          I called customer service, and they offered me a twelve-month discount. I'm considering whether to continue. However, as you mentioned, customer service may not be needed often, but it is crucial when necessary.

  • kfp187 on 26/11/2023 - 00:14

    That’s a real shame you’ve had this issue. Never had an issue to Superloop and a lot of referrals too.
    Could very much be a horses for courses scenario. Mind you I find their customer service is not what it was which is a real shame. But very rarely have to call them. Maybe on average once a year.
    I’m surprised you have the issues cancelling, but really just churn elsewhere and that cancels the service.
    Good luck using Exetel. All telcos have their pros and cons. Aussie is great but expensive… but you get an Aussie based call centre, superloop cheaper but external call centre.

    I do find restarting your equipment including the nbn device may sort out slow internet issues.

  • p1 ama on 26/11/2023 - 00:21
    +3

    over the last few weeks after switching from ABB

    If you were happy with ABB, then why switch?

    Seems like a classic case of if it ain't broke, don't fix it?

    • Ramrunner on 30/11/2023 - 14:37

      Apparently some comment above says it was price based?

      But hey.

      You pay less, you certainly don't expect WORSE service do you? I mean this is OzBargain.

      Seriously though this one sound like a case of you get what you pay for.

      What I really don't get is the Telstra fans. High prices AND crappy service. Whenever I visit a customer with Telstra and the issue turns out to be ISP end I know I'm going to be there a while, having to choose whether to feel guilty charging for my time on the phone or charging them less.

  • follow on 26/11/2023 - 01:53

    You can check your max attainable speeds through your modem settings page.
    Probably a coincidence that a fault occurred at the same time as when you changed providers.

  • DARK KHAOS on 26/11/2023 - 08:05

    I had 20 odd services with them this time last year.
    Now I have 2 left to move.

    Moving multiple accounts into the new superhub was a billing cluster ****.

    Use to be able to talk to someone in Adelaide however all support is offshore and I am guessing it it due to the Exetel acquisition.

  • [Deactivated] on 26/11/2023 - 22:10
    +1

    Yeah, I know several people who've tried moving away from ABB because of the price and ended up running straight back.

    Don't fix what's not broken.

  • Pricetaker on 28/11/2023 - 21:56

    Might be irrelevant but have you checked if your eligible for the free fttc upgrade, was on fttn for ages, did get up to 75ish though. I have never had issues with Exetel or Superloop though, churned between 2 for honeymoon bonuses and a $100 cash reward, in current house now on HFC had issues with Exetel but got a dedicated IP at no cost or fuss that fixed issues, Exetel also offered a $10 life discount, so it's 75 pm for 100/20. In any case not sure how your cancelling but if you do on chat you can keep a record of it, Exetel demands a 30 day exit period, didnt have that issue with superloop though but did align with billing period just in case

    • Twix on 29/11/2023 - 16:22

      Good point.

      @Nand0sx check if FTTP is available here.

      • Nand0sx on 29/11/2023 - 22:14

        Yeah, my suburb has been on the list for 2+ years now and still no sign of it.

  • Jimbuscus on 10/12/2023 - 07:32
    +1

    Leaptel is the same quality as ABB for a cheaper price. As for Superloop, the internet quality is fine, but the customer service / portal is one of the absolute worst on the market.

    They screwed up my connection so poorly due to RSP account error, they had to compensate us $100, these kinds of significant serve impacting retail errors are common.

    I will be going back to Leaptel after I churn another ABB free month, I will never use Superloop again regardless of offers.

  • captbollocks on 16/02/2024 - 22:09

    Holy smokes.
    Just had an internet outage and the following has happened:
    - The Superloop web portal doesn't work and says they don't recognise my username and password.
    - The Reset Password portal says they don't recognise my credentials but i still received my reset password email. The new password also doesn't work.
    - When I called them up they said "they have a higher volume of calls due to an incident in Victoria". Then when I select the option to talk to the agent, I get a recorded message that the opening hours have changed and to check the website for details.

    I'm going to start the 30-day process to move to the new ISP in the morning.

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