I signed up 2 weeks ago and have had no internet. I’ve had to increase my phone plan to allow more data to hotspot all my devices in the meantime. The worst customer service I’ve ever experienced. You will be on the phone for minimum an hour at a time and put on hold numerous times - I’ve spent at least 3 hours total over these 2 weeks with multiple calls to them to try and resolve the issue. The most frustrating thing is you learn nothing new about why your service isn’t working after speaking to their staff. The technical support team offered no technical support other than telling you to use ‘refreshify’ on their app which was also useless - it would say my internet was in ‘good health’ while I couldn’t even access google on one device. I received more support from ChatGPT which actually offered trouble shooting tips that Superloop did not. I’m shook that their tech team didn’t do a simple troubleshoot first or ask any basic questions about how the modem was set up. I did multiple speed tests - again ChatGPT’s suggestion not their so called tech team - and the speed was very inconsistent with most reads around 2-10 mbps - I think dial up was quicker! When I asked for a technician to come on site they said they cannot organise this as it all looks fine on their end. Extremely frustrating experience that was really stressful and a waste of several hours over 2 weeks while I had no internet. Even to cancel was a whole ordeal and I had to argue in order for them to waive the cancellation period apparently being 30 days! I again have to call tomorrow apparently to request I am not charged for the service for the 2 weeks.. service I didn’t have! If you can afford it go with Aussie Broadband or Telstra to receive actual customer support and get hours of your life back.. and have working internet :)
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