Superloop is an Australian-owned challenger telco delivering NBN, fixed wireless, Opticomm fibre, mobile SIM plans, and business/wholesale connectivity nationwide. Its Superloop NBN customer service team has built a reputation for competitive pricing and support that consistently earns trust well above the Australian telco industry average.

• Phone support: the Superloop contact number for general home internet enquiries is +61 1300 24 4247
• Live chat: Superloop live chat is available on the website, Help Site, Network Status Page, and customer portal
• Email: support@superloop.com for account and product/service issues
• Online ticketing: the "New Request" portal, where you can track "My Requests"
• Smart Communities help desk: smart.help@superloop.com, offering 24/7 support for residents in Superloop-connected developments
• Hours: 8:30 AM–10 PM AEST, every day of the year including public holidays, for general home internet support
• Reputation: Superloop customer service reviews average roughly 4.6 out of 5 on Trustpilot and 4.8 out of 5 across 16,000+ reviews on ProductReview.com.au

Cancellation Notice Confusion

• Superloop's cancellation policy applies a 30-day notice period, meaning service and billing typically continue for 30 days after you lodge a cancellation request.
• TIO data flags this as a leading source of customer frustration, particularly among customers who assumed billing would stop immediately.
• Confirming your exact final disconnection date in writing helps avoid surprise charges.

Fault Resolution Delays

• A subset of reviewers report slow technician scheduling for ongoing connectivity issues.
• One Trustpilot reviewer described waiting over two weeks for a technician callout with limited proactive updates.
• Following up regularly through live chat or the online request portal helps keep open tickets moving.

Billing Discrepancies

• Some customers report unexpected charges tied to early termination of bundled hardware, such as the free eero modem offer.
• Cancelling early on a 24-month eero commitment can incur a fee of roughly AU$7 for each remaining month.
• A non-refundable delivery fee of around $20 is charged at sign-up for the eero device.

After-Hours Support Gaps

• A small number of reviews mention difficulty reaching support outside standard hours.
• This contrasts with generally strong daytime responsiveness across phone and live chat.

Connection Dropouts

• Occasional reports of buffering or stability issues appear in reviews.
• Most are resolved through troubleshooting with the technical support team.

Industry-wide, the Telecommunications Industry Ombudsman (TIO) reports that internet service issues make up around 91.8% of complaints attributed to Superloop, with the 30-day cancellation notice period specifically flagged in recent TIO reporting. If your issue escalates, you can lodge a Superloop TIO complaint after using the internal process — see Ajust's Superloop complaints guide for the full breakdown.

Here's exactly how to contact Superloop across every channel, from fastest to most formal.

Live Chat (Fastest Option)

• Visit Superloop's live chat page or use the Chat button on the main Help Site, Network Status Page, or your customer portal.
• Type in your details and an agent will respond promptly.
• Best for quick troubleshooting, account questions, and setup help.

Phone

• Call +61 1300 24 4247 for general home internet enquiries.
• Support runs 8:30 AM–10 PM AEST, 7 days a week, including public holidays.

Email

• Send general product, account, or website enquiries to support@superloop.com.
• Useful when you need a written record of your request.

Online Contact Forms

• Home internet: superloop.com/contact
• Business: superloop.com/business/contact
• Wholesale: superloop.com/wholesale/contact

Smart Communities (Apartment/Estate Residents)

• Email smart.help@superloop.com or visit the Smart Communities Help Centre.
• Support here runs 24/7, unlike the standard home internet hours.

Formal Complaints

• Lodge directly at superloop.com/lodge-a-complaint, call 1800 578 737, or email complaints@home.superloop.com.
• Superloop aims to give an initial response within 1–2 business days and full resolution within 30 days.

Still Unresolved? Escalate to the TIO

• If Superloop can't resolve your issue to your satisfaction, lodge a free, independent complaint with the Telecommunications Industry Ombudsman at tio.com.au or by calling 1800 062 058.
• Ask your agent to confirm any commitments — like a disconnection date or refund — in writing, so you have a record if follow-up is needed.

Cancellations

• A standard 30-day notice period applies, and service and billing continue during this window.
• Customers on a bundled hardware deal (e.g. the free eero modem with a 24-month commitment) who cancel early may be charged approximately AU$7 for each unused month remaining on the term.
• The one-off eero delivery fee (~$20) is non-refundable on cancellation.
• See Ajust's Superloop cancellations guide and Superloop's official Terms and Conditions for full detail.

Refunds

• Superloop's refund policy generally does not cover unused pre-paid balances where a customer requests immediate or forced early disconnection.
• Refund eligibility for individual circumstances should be confirmed directly with support.

Complaints Handling

• Superloop commits to acknowledging complaints within 1–2 business days and resolving most within 30 days.
• Full detail is set out in the Complaints Handling Policy (PDF).
• If your complaint remains unresolved, you retain the right to escalate to the TIO at no cost.

Accessibility Support

• Superloop's complaints policy references TIS National for translating and interpreting support, and the National Relay Service for customers needing accessibility support.
• Warranty terms for hardware are not published as a standalone policy — confirm directly via superloop.com/contact or your order confirmation.