Superloop  Avis 1 987

Erika was great. Thanks for your help

I had an issue with one specific application which didn't work with my current modem configuration. Top from support quickly understood my problem, made the change and then guided me through router reset and diagnostics steps. Now everything works. And btw, no waiting time on the call, quite impressive

Helped me with some internet issues

Alas was amazing. So patient and helpful to resolve the issues. Mark also from the previous call. Both really knew their stuff. I'm very happy with the service of technical support.

Erica was nice to help sort out my internet issue and make me understand what could be the issue how to resolve it in future

Very clear, polite and helpful. Fantastic service.

Didn’t tell me anything that I already didn’t know but verified that my service is outdated and that EXETEL offers solutions to my issues and I agreed with the customer service representative. Knowledgeable agent provided me with professional assistance.

I have had good experiences with all my Exetel interactions. Alas was very easy to follow and took as much time as I needed to ensure that I had all the info necessary. Thankyou.

Very helpful and great customer service

Very easy to deal with. Clear instructions were given and our issue was finally resolved.
Very appreciative of your patience with me as I’m not great with technology.

Was a very easy process and was connect with in 5 minutes

It was great experience with customer service.

Jojo was very helpful and is great at his job

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 :)

UPDATE April 17th - I’ve since been contacted by email by a Superloop rep and the only resolution offered was an $11 credit, which does not reflect the extent of the issue.

The service was not fit for purpose, with frequent dropouts and very low speeds, and I had to rely on my phones hotspot data instead. An $11 credit is not a reasonable outcome for a service that was largely unusable.

I am still seeking a full refund with Superloop for the period the service was not functioning which is a very reasonable request.

Ched was very polite and very willing to help with the internet connection and setting up my Superloop app. Very good customer service.

Alas was very clear and helpful with understanding and assisting me towards a solution to our problem.