2-3 Daily nbn FTTP Dropouts with Superloop

JAF on 30/07/2025 - 19:23
Last edited 30/07/2025 - 20:08 by 1 other user

Been churning providers every 6 months for years now and superloop was always in my rotation and great and reliable.

Did my most recent churn to superloop from Buddy NBN end of June and superloop has just been absolutely horrendous the entire time? I’ve never had drop outs or devices disconnecting in my years of NBN but with superloop this time it’s been absolute pony with at least 2-3 drop outs a day.

I’ve tried contacting them but the wait times are so bad. I’m just going to give my 30 days notice and leave them as it’s so bad.

I’m wondering has superloop changed something and maybe specifically in WA? They used to be so good and rock solid and stable.

For context I have an Eero Max 7 in a small apartment that I’ve been using for about a year now and worked solid with other providers.

Internet Broadband FTTP nbn

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Comments

  • jv on 30/07/2025 - 19:28

    it’s been absolute pony with at least 2-3 drop outs a day.

    I'm on my second year with them and have not even had one drop out over that time…

    Consistently getting around 270/90 on a 250/100 plan.

    • JAF on 30/07/2025 - 19:40

      Interesting! I’ve been with them about 5 times throughout churning and they were amazing each time but this time is a disaster I’m so confused as to what’s different

        • bbinc on 31/07/2025 - 09:24

          Note for OP on JV’s screenshot. The connection on the screenshot goes through Launtel. On Speedtest you can Change the server. There is one server provider that is usually slower and flakier than others when I’ve tried flipping between them. It’s really hard to pin down where the problem is. I did a rigorous test of my system and found one dodgy Ethernet cable, and the wifi troubles on my Mac turned out to be the stand I had put it on. It had a drawer with some metal in it. Remove the drawer, all fixed. I still get two second dropouts regularly streaming ABC radio to Google Home hub. Is that Exetel or Google Home or the ABC or interference. Too hard.

          • jv on 31/07/2025 - 09:27

            @bbinc:

            I still get two second dropouts regularly streaming ABC radio to Google Home hub.

            I never have an issue with my Google home… I have a router and 3 nodes though. Maybe the node you are connecting to is too far away from the hub?

            • bbinc on 31/07/2025 - 09:33

              @jv: Same, router and 3 hubs - Deco M5. Middle node, just one metre from Google Home. I just live with it. I could use an old fashioned thing called a Radio. Got a few of those hanging around.

              • jv on 31/07/2025 - 09:48

                @bbinc: Why are you using the Deco if you have a Google Home router?

      • jv on 30/07/2025 - 19:46

        I’m so confused as to what’s different

        DNS issue?
        Router issue?
        Wiring issue?

      • Murkymerv on 30/07/2025 - 20:52

        Looks like the parties over .

  • smashman42 on 30/07/2025 - 19:43

    I've been with them for a while and no dramas at all, both on FTTN and then FTTP when I did the upgrade it was stable & got the speeds advertised

  • Twix on 30/07/2025 - 19:46

    All good here on FTTP. Do you have FTTP, FTTN, FTTC, FTTB, HFC?

    • JAF on 30/07/2025 - 20:04

      FTTP

      • Twix on 30/07/2025 - 20:08
        +2

        Download the Superloop mobile app and run the Refreshify service health test. The app books a nbn technician if it finds the problem.

        Have you tested a different ethernet cable between the nbn NTD box and eero?

        What speed is your nbn plan?

  • AngoraFish on 30/07/2025 - 20:48
    +2

    It's very unlikely to be Superloop. They only provide back end.

    My FTTP connection randomly started dropping one day, and gradually got worse until it was down for several hours at a time.

    Eventually it turned out that I had a slightly loose connection that contracted enough when it got cold that it broke the connection until the day warmed up a bit. Took months for NBN to acknowledge the problem.

    • wallet72 on 31/07/2025 - 09:26

      wow, that's an interesting fault to find - I bet you and the techs were frustrated by the time it was sorted.

      I

      • AngoraFish on 31/07/2025 - 10:29
        +2

        I ended up lodging a complaint with Telecommunications Ombudsman, yes. NBN kept arriving after the connection had reestablished and declaring the problem fixed.

        I probably spent 20 hours on the phone to different helpdesks during that time.

  • OMGJL on 31/07/2025 - 01:27

    I have had issues with internet drop outs, turns out the patch panel in the apartment is wired badly, if I have anything connected between up-stairs and down-stairs, it'll occasionally hard locks my router.

    I figured it either is the connector might have been barely touching, and any static would cause drops, or the cable quality is too shitty to held the connection stable, which eventually hard lock the router.

    I had 2nd router downstairs I thought that was the issue, disconnected that, and connected my computer downstairs straight to the port, issue still… disconnected the ethernet on computer, used just the downstair router, issue still…it have even hard-lock my dumb Ethernet switch once…

    lesson learnt: don't hire dodgy electrician, just wire all ethernet patch panel myself.

  • paul02 on 31/07/2025 - 08:32

    Been with Superloop almost 9 months and the couple of times it dropped out was due to planned outages as they shift the network while doing road widening. So other than that get a stable 931/46 daily.

  • soan papdi on 31/07/2025 - 09:53
    +3

    I’ve tried contacting them but the wait times are so bad. I’m just going to give my 30 days notice and leave them as it’s so bad.

    With FTTP you can have a second connection in parallel. Maybe try a new service during the notice period, e.g. Launtel (which you can pay per day) and see if they too suffer from similar problems.

  • peteru on 01/08/2025 - 00:36

    FTTP Superloop connection. According to Superloop and NBN, nothing wrong with it.

    Real-life shows otherwise. See picture. Same results even with an isolation test.

    https://files.ozbargain.com.au/upload/72912/123180/screensho…

    • Twix on 01/08/2025 - 19:41

      Swap to Leaptel or Launtel and hopefully they help get it sorted.

    • bbinc on 02/08/2025 - 10:33

      How do you access that disconnection data? I’d love to run that test

      • Twix on 02/08/2025 - 11:53

        It's a SamKnows whitebox.

        • peteru on 02/08/2025 - 19:26
          +1

          Yep, SamKnows Whitebox supplied as part of the ACCC Measuring Internet initiative.

          I've told Superloop that I've got one of these and that the poor statistics coming from this box might negatively impact their rating. I'm not sure if Superloop don't care or if it went over the tech support person's head, but f'all is being done to fix the problem. They insists that the NBN FTTP modem has 100% uptime and therefore there are no issues.

  • AE on 16/09/2025 - 23:04

    I'm also switching ISP every 6nonths or whenever there is a good cashback deal. Probably one of the worst NBN customers, but it's their own fault if they jack up the prices after 6 months.
    I'm also currently with superloop and recognised these daily dropouts. I will be switching again in a couple of days. Bit superloop has been the worst so far.

  • Save 50 Cent on 16/09/2025 - 23:44

    Any chance you are boosting the speed? I do get a dropout when it kicks in and another 24 hrs later when it reverts back.

  • peteru on 17/09/2025 - 13:52

    Interesting development. Since the scheduled automated upgrade from 1000/50 to 1000/100, I have not had any dropouts. No changes to the equipment or configuration on my end.

    Hopefully I didn't jinx it by mentioning it.

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