Very broken
This app is pretty terrible. I mean it works… BUT it forgets your login every time you close it and you have to go through the full registration again.
When you change things like appointments in the app you’ll later discover they weren’t actually changed at all (and will be reset back to original date/time after you’re forced to set up your login etc again)
All in all it’s so broken as to be unable to be relied upon. Use the web.
When you change things like appointments in the app you’ll later discover they weren’t actually changed at all (and will be reset back to original date/time after you’re forced to set up your login etc again)
All in all it’s so broken as to be unable to be relied upon. Use the web.
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Response from developer
Hi there, Sorry to hear that you've been having trouble with the app. If you're still experiencing the issue, please reach out to our support team via live chat or call. They'll be able to investigate what's happening and work with you to get it resolved. Cheers, Superloop
Drop outs
Seems to be a regular occurrence for the last 3 months. First 6 months no problems, We’re at 12 months now, 6 month honeymoon price, few months regular price then price increase. Point is not much difference between Star-link in my opinion. Beginning to think the issues are not Superloop’s but in fact Opticomm.
In fact Superloop have always been of great assistance when contacted.
In fact Superloop have always been of great assistance when contacted.
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Response from developer
Hi Ethele, Sorry to hear about your experience. Please give our support team a call so we can investigate the issue. If required, we'll escalate the matter to the relevant supplier to help reach a resolution. Cheers, Superloop
A Frustrating and Functional Failure
I am beyond frustrated with the Superloop app. What should be a convenient tool for managing my internet service has turned into a recurring technical headache. Here is a breakdown of why this app is currently a waste of storage space:
1. Terrible Login Experience
The login process is unnecessarily tedious. For some reason, the app constantly forces me to restart the setup process from scratch. I find myself having to reset my login password almost every time I open the app. It’s a loop of "starting over" that makes no sense and wastes a significant amount of time.
2. Lack of Meaningful Information
Even when you finally manage to get past the login screen, there is almost no useful information inside. The data provided is extremely limited, leaving me wondering what the actual purpose of the app is. If I can't manage my account or see detailed usage stats effectively, why does it exist?
3. Useless Support (AI & Human)
The "support" features are the biggest letdown:
AI Assistant: It consistently provides incorrect and misleading information, which only adds to the confusion.
Live Agents: Despite the "Live" claim, they are impossible to reach. You end up stuck in a digital limbo with no way to talk to a real person when things go wrong.
Final Verdict:
The Superloop app feels half-baked and poorly maintained. Between the login bugs and the non-existent customer support, it’s easier to just use their website—or better yet, look for a provider with a functioning digital interface. Avoid until they perform a major overhaul.
1. Terrible Login Experience
The login process is unnecessarily tedious. For some reason, the app constantly forces me to restart the setup process from scratch. I find myself having to reset my login password almost every time I open the app. It’s a loop of "starting over" that makes no sense and wastes a significant amount of time.
2. Lack of Meaningful Information
Even when you finally manage to get past the login screen, there is almost no useful information inside. The data provided is extremely limited, leaving me wondering what the actual purpose of the app is. If I can't manage my account or see detailed usage stats effectively, why does it exist?
3. Useless Support (AI & Human)
The "support" features are the biggest letdown:
AI Assistant: It consistently provides incorrect and misleading information, which only adds to the confusion.
Live Agents: Despite the "Live" claim, they are impossible to reach. You end up stuck in a digital limbo with no way to talk to a real person when things go wrong.
Final Verdict:
The Superloop app feels half-baked and poorly maintained. Between the login bugs and the non-existent customer support, it’s easier to just use their website—or better yet, look for a provider with a functioning digital interface. Avoid until they perform a major overhaul.
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Response from developer
Hi there, We’re sorry to hear about your troubles. Please contact our support team on 1800 57 87 37 so we can look into your concerns and assist in resolving the issues. Cheers, Superloop
Terrible Customer Service
This has been one of the worst customer service experiences I’ve ever had.
I signed up and deliberately set a future activation date because I still had an active internet service. Instead, my account was activated immediately without my consent or knowledge.
I contacted support straight away and was told the account had been cancelled. That was false. I was still billed and had payments directly debited for a service I never used.
It gets worse. I was then instructed to set up another account over the phone, with the promise that the original account would be cancelled. That never happened. I am now stuck with two unnecessary accounts and being charged twice.
Since my first call on March 26, I have been passed from one team to another with no ownership, no accountability, and absolutely no resolution. It is now almost May, and this issue is still unresolved.
This is unacceptable. Terrible support, poor internal communication, and a complete waste of my time. I should not have to chase this for over a month just to fix a mistake that was not mine.
I signed up and deliberately set a future activation date because I still had an active internet service. Instead, my account was activated immediately without my consent or knowledge.
I contacted support straight away and was told the account had been cancelled. That was false. I was still billed and had payments directly debited for a service I never used.
It gets worse. I was then instructed to set up another account over the phone, with the promise that the original account would be cancelled. That never happened. I am now stuck with two unnecessary accounts and being charged twice.
Since my first call on March 26, I have been passed from one team to another with no ownership, no accountability, and absolutely no resolution. It is now almost May, and this issue is still unresolved.
This is unacceptable. Terrible support, poor internal communication, and a complete waste of my time. I should not have to chase this for over a month just to fix a mistake that was not mine.
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App’s use of video causes other audio playback on iPhone to stop
The app uses multiple gifs/background videos. The way this is implemented means that it causes other iPhone audio to pause.
Recommendation: change the implementation of the background videos to not interact with the audio API.
Recommendation: change the implementation of the background videos to not interact with the audio API.
Response from developer
Hi OkeyDokeyCoolSweet, Thanks for your feedback! Your suggestion to adjust the implementation so it doesn’t interact with the audio API is really helpful, and we’ll pass it on to our development team for consideration in future updates. We appreciate you taking the time to help us improve the app! Cheers, Superloop Team
No Option To Pay
Hi 😊 I don’t know if the developers of this app actually take note of feedback and use it for improvements or not, but here it goes: The app is great for checking if the current invoice is overdue or not, updating payment methods and checking internet service. However there is NO OPTION WHATSOEVER!!! to pay the bill. NONE!!! The customer has to log into the SuperHub and this can be inconvenient if they are in a hurry or don’t have the time to pay on the website. Thanks ☺️
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Response from developer
Hi, Thank you for your feedback and for using our app. Please be informed that you can easily make payments through the app by navigating to Payments and Invoices, then selecting Pay My Account Now. This will allow you to complete your payment conveniently within the app. If you need any further assistance, please feel free to reach out. Kind regards, Superloop Customer Support Team
Best provider
After years of disappointment from other providers Superloop have came through from there easy to use app to there speeds that barely drop during school holidays amazing and priced very well
Response from developer
Hey there, Thanks a bunch for sending through your feedback, we really appreciate it! Your thoughts help us understand how we can do better, and we’re always working on improving things based on what our customers tell us. Cheers, Superloop
It’s so simple and visually appealing, it’s like a work of art
The app is super easy to use. I can easily check my usage anytime I want. No more fumbling around trying to find my data. 😊
Idk why people complain
I’ve got Superloop at my parents household & my new house, never once had a problem - always get optimal speeds even though I live in a poor reception area. Roughly 800mbps DL & 50mbps UL with a 4ms ping, if I ever get poor service I will update my review but so far it’s been perfect after 1 year with them
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Works well!
App is feature rich and allows me to easily control my internet and mobile plans, speed boost is a great feature too! Much better than my last telco
Ordered a modem off them a week before my move in date.
Ordered a modem off them a week before my move in date. I was promised it would arrive Monday the 30th. I call 5 days before the 30th to make sure it’s coming and they insist it is. I call on the 30th and they say that the order just came through and it’ll be there in a week. Despite the fact that the modem hasn’t left the factory I can’t cancel the modem order. Easily the worst experience I’ve had with an internet provider
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Why remove the data usage?
Not sure why you’ve removed the data usage feature in latest upgrade, even though plans are unlimited data the removal seems silly. New layout confusing
Few issues
I keep getting logged out and FaceID does not log me in again (need to manually enter details)
Speed upgrade gives an error so you can’t activate it from the app (you need to go to the web page)
Usage details don’t refresh unless you log out and in again and sometimes they are blank
Speed upgrade gives an error so you can’t activate it from the app (you need to go to the web page)
Usage details don’t refresh unless you log out and in again and sometimes they are blank
Speed upgrade feature error
App ok, speed upgrade error says something is wrong when you use it which has never been fixed. (You need to use the web to activate this). Otherwise I get very good speeds on their plans. I get over 250mb on the 250 plan at any time of the day.
Would have given a minus if I could…
I tried out this mob after reading Canstar recommendations What a joke!
Multiple speed tests on my 100mbps/50mbps download/upload service tested at various times over one month are between 29-57mops with frequent drop outs. This was never a problem when I was with tpg.
Also, zero mobile service for over 1 month and inconvenient customer service times has resulted in the potential loss of my mobile number which I have had for over 15 years. Communication from superloop when they ran into a problem non existent. Now the onus is in me to fiz the problem?
Will be transferring back to TPG as soon as my nbn fibre to the premises service is installed tomorrow.
Would have done it sooner but was scared of loosing what little communication options I have. Hopefully they won't stuff that up too..
I will definitely NOT recommend Superloop/Exetel for either internet or mobile services: ((
Multiple speed tests on my 100mbps/50mbps download/upload service tested at various times over one month are between 29-57mops with frequent drop outs. This was never a problem when I was with tpg.
Also, zero mobile service for over 1 month and inconvenient customer service times has resulted in the potential loss of my mobile number which I have had for over 15 years. Communication from superloop when they ran into a problem non existent. Now the onus is in me to fiz the problem?
Will be transferring back to TPG as soon as my nbn fibre to the premises service is installed tomorrow.
Would have done it sooner but was scared of loosing what little communication options I have. Hopefully they won't stuff that up too..
I will definitely NOT recommend Superloop/Exetel for either internet or mobile services: ((
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Pretty and smooth app.
Nicely designed, works pretty great. It would be nice to see more features like testing speed, reset connection and pay from the app.
Don't choose Superloop
I had an incredibly frustrating experience with Superloop, making it the worst company I've encountered. Their inefficiency is astounding, with customer service unable to resolve issues. The website is plagued with bugs, and the absence of physical stores exacerbates the problem. My WiFi problem has persisted for two weeks without a solution, highlighting a severe lack of service and support.
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Good app
The app is generally good, but it would be better if you could add a paynow button to the balance due. I cannot pay the invoice when it is issued until the due date. A paynow button would be very useful for me. Thank you
Not helpful
Your app does not allow reset of the connection like Aussie Broadband did. Ain multiple occasion I am not having Internet connection and got to wait for both your online chat and call centre office hour to reset the connection at your end to reset the connection. You should start to explore this option as bit your chat and call function operation hour is just ridiculous.
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Less features not more..
The app works, but since the migration to the new app/website they no longer show how congested the POP is. Used to be able to view the graph my account and figure out from there is there was any issues with the service or if it’s just too congested.
I feel like Superloop is trying to hide this information so that they can invest less in their network. Very disappointed to see the transparency disappear.
I feel like Superloop is trying to hide this information so that they can invest less in their network. Very disappointed to see the transparency disappear.
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