Has Superloop Merged with Exetel?

borgainerz on 14/02/2023 - 10:33
Last edited 14/02/2023 - 20:01 by 1 other user

Anyone else tried to join the new Superloop (post 6th February)?

I think they have huge issue with their new backend, and support. Nothing make even sense.

I ordered a Modem from the webpage, the price was not the same on my confirmation email, and no trace of any modem order on their backend.

I received a $1 invoice, that's it, no more details.

website said I was ready to connect, but after I register, I received an email saying my activation date will be 1 week later (after a technician come).

the chat support from overseas is totally useless,

Lastly, I just got a Superloop verification code that was sent from [email protected] ! Why an ISP would they use Exetel (a competitor) mail service? The only reason I see is that they might have been bought by Exetel. (Would also make sense, as the new superloop SuperBoost features is exactly the same as Exetel's one.

Thoughts?

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Comments

  • MS Paint on 14/02/2023 - 10:39
    +5

    Just switch to ABB. You pay extra to avoid all this shit. It's wonderful.

    • borgainerz on 14/02/2023 - 10:46
      +1

      well I was super happy with Superloop a couple of years ago, but the new Superloop seems to have a lot of problems.

      Can I easily switch to ABB using the cooling off perdiod or something?

      Can I switch now? (in the middle of a service connection) ?

      • SpeedAU on 17/02/2023 - 11:10
        +1

        what issues are you actually facing? Superloop is a high quality network and most of the time it comes down to a configuration issue.

        • Spendmore on 05/03/2023 - 16:21

          Maybe it used to be it isnt now.

    • Jimothy Wongingtons on 14/02/2023 - 10:49
      +2

      ABB

      Am on top tier plan 1000 / 50 and while yes it's taking a hit on my monthly bill expenses the service so far has been perfect.

      • pharkurnell on 14/02/2023 - 10:56
        +1

        Nutha happy ABB customer.

    • trankillity on 15/02/2023 - 08:06
      +1

      Another vote for ABB. Loved them so much that I bought shares in them when they went public.

  • non-core promise on 14/02/2023 - 10:49
    +4

    Yes, they've merged. You've been living under a rock.

    Superloop, Exetel and the Australian division of MyRepublic are all one business now.

    https://www.ozbargain.com.au/node/628842

    https://www.ozbargain.com.au/node/749495

    If you're not happy, take advantage of the free market. Switch to someone you like better.

    • pharkurnell on 14/02/2023 - 10:56

      guy at work had no internet for a week with MyRepublic week or so ago… He got no support, no phuq's left to give at MyRepublic at the time.

      • Daabido on 14/02/2023 - 13:26

        They'd used them all up, all three of them.

    • borgainerz on 14/02/2023 - 10:59
      +1

      I knew about My Republic, but I totally missed Exetel in 2021

      • Mugsy on 15/02/2023 - 07:08

        It's OK… I'm with Exetel and I missed it too. My service etc has been great all this time.

    • borgainerz on 14/02/2023 - 11:00

      I don't think it is safe to leave now wile a NBN Co technician has been scheduled. They would probably make me pay for the visit / missed visit if I leave now.

    • MattyAu on 14/02/2023 - 11:18
      +1

      I must be living under a rock too, was unaware of this.
      If they've gone downhill that much, I'll have to look at removing them from my isp discount rotation

    • MrBear on 15/02/2023 - 19:54
      +1

      You've been living under a rock.

      That's a bit rude. I am with Superloop (and have been for a few years) and they have NOT communicated any information about this to me.

      I've seen nothing in the media or otherwise online about it either (not that I am searching for it).

  • beyonddd on 14/02/2023 - 11:31
    +1

    Leave and go with Launtel or Aussie Broadband. Excellent services, but Launtel edges out imo due to their customer service.

    • OMGJL on 14/02/2023 - 12:40
      +5

      edges out imo due to their customer service.

      it's an ISP, once you are connected, you should never talk to their customer service ever again. If you do, that usually means they have technical issue or billing issue, and at that stage no matter how good the "customer service" are, they are worthless.

      Correct me if I missed something.

      • beyonddd on 14/02/2023 - 13:22
        +2

        Sure. During the provisioning process sometimes there are hiccups that cause problems for your connection. In my case, in true OzB fashion, I attempted to churn from Aussie BB to Superloop to save myself something like $30 a month for the first 6 months and then see if they offered me a retention discount after that period which I've heard about through Whirlpool/OzB and friends. During the process of connecting to Superloop, it just didn't work. I called their technical support after my service had been 'activated' and couldn't get through the first day. Second day, 6 hour hold and no help they just suggested I log a fault with NBNCo. Rather, I disconnected the service that same phone call. Went to Launtel, service still didn't work. Spoke to Launtel for all of about 30 seconds, and I was online.

        • OMGJL on 14/02/2023 - 16:48

          not trying to defend any ISP, but it could just be you've spoke with the right person(who just happens to be working for Launtel at the very moment), who have faced the same issue before and know exactly how to fix it…. but don't expect they have another dude who knows what he's doing next time around.

          If I am on your boat, I'd still go back to superloop if they have a great discount at my next round of ISP slutting, as the issue is now fixed by that legend from Launtel.

          save myself something like $30 a month for the first 6 months

          $30 * 6 = $180, I still have courage to try it again.

      • MrBear on 15/02/2023 - 19:56
        +1

        they are worthles

        The company may have some technical issues, but a good customer service team will sort it out quick.

        You are conflating business/technical issues with customer support.

        Correct me if I missed something.

        That's what you're missing.

  • bargaino on 14/02/2023 - 11:58
    +2

    Thanks folks, I've also found superloop support to be useless.

    My DSL line speed (sync) is half what it used to be (~24Mb). They can see the sync speed, but insist I run speed tests at multiple times over the day, before raising it with NBN co, when this has nothing to do with congestion.

    My question: is this just dumb overseas call centres following a script, or is it NBN Co, and same will happen with any retailer?

    • Morien on 14/02/2023 - 12:03
      +1

      Bit of everything.

      Yes, they are following a script, and maybe not well versed in the technology. But for a speed fault, upstream providers do tend to request multiple speed tests at multiple times in the day.

      Just follow along and get it sorted.

      • bargaino on 14/02/2023 - 12:37
        +1

        You will then need to call us on 1800 578 737 to talk through the speed tests and further troubleshooting within 24 hours. (Speed tests are only considered valid by NBN within this period)
        You will need to run the speedtests at 3 different times of the day, morning, noon and peak night time.

        Sounds like they are making it as hard as possible, so people just go away. Too bad if you need to go to work!

        • Morien on 15/02/2023 - 22:37

          Yeah. Sucks, hey?

          I did used to work for two different ISPs, and this was the reality with NBN (for one provider), and the upstream provider (for the other). So many tickets pushed back because they didn't follow the script. Too many people not bothering with troubleshooting, I guess.

          Unfortunately for the people who do the right thing (like you), there are ten people who don't realise where the responsibility of the ISP ends and where theirs begins. "What do you mean I have to have the modem plugged in? I'm paying for wireless!"

          • bargaino on 15/02/2023 - 22:48

            @Morien: Today I got called back by someone in Australia who new his job, we communicated perfectly, and he lodged a ticket with NBNco. I big contrast from the chat yesterday. He said it was luck of the draw who you get, he does chat too.

            The lesson is: if you get an agent who is not knowledgeable or helpful, just make an excuse, go, and call back later.

            • Spendmore on 05/03/2023 - 16:23

              @bargaino: I was on hold for 45 minutes and no answer, thats not a good ISP.

              • bargaino on 05/03/2023 - 17:07

                @Spendmore: Well, Superloop sucks.

                I call back for update, and they say no ticket was lodged. Try again.
                NBN says not their problem, i must have bridge tap. But i already told them no such thing. cable runs direct from pit to rj11 next to modem.
                Am running around in circles. What next?

    • [Deactivated] on 16/02/2023 - 19:24
      +1

      It's NBNCo policy.
      But any decent ISP will be able to run a test on your line to show what the speed should be.
      The actual line speed will vary from your plan speed depending on how far you are away from the Node if on FTTN.
      If you are running a business from home you can upgrade to Fibre no matter if your street is due to be upgraded you just need to pay $400 or more a month for Enterprise Ethernet.
      In a lot of cases its actually cheaper to just buy NBNEE then it is to use the Technology choice program.
      As you can be required to pay $3000 up front for Fibre with that program where as NBNEE is paid over 36 months usually.
      Plus the install is free.
      Residential users don't get much love from NBNCo unless its life or death.
      Even then the Customer service Guarantee stuff doesn't exist under most NBN providers unless you fork out for a business plan with some sort of redundancy.
      Oh and Superloop own Exitel and MyRepublic and a bunch of other smaller ISPs that they have taken over in the last few years.

  • nfr on 14/02/2023 - 12:57

    That's a shame, SL was not bad at all when I was with them.

  • pjetson on 14/02/2023 - 13:52
    +2

    I've been with Superloop on HFC NBN for ages (joined back in the Skymesh days), and I'm perfectly happy with them. I've had to call support just twice, and both times they were very helpful and efficient.

    • Chandler on 15/02/2023 - 13:11

      Same here, except on FTTC NBN.

      Had one account issue (no invoice) which got no response initially, but was resolved when I followed up whilst in contact to get a discount (due to a promotion being less than my usual cost).

  • sandman20104159 on 14/02/2023 - 14:00
    +1

    theres a new superloop? what happened to the old superloop? i just chop and change ISPs when my 6 months of under $70 per month for 100/20 is up.

    • borgainerz on 14/02/2023 - 14:15

      They just redesigned their branding and changed all their internal backend. and move most of the support to Sri Lanka.

  • SpeedAU on 14/02/2023 - 15:20
    +8

    i have been on all providers, as a network engineer specialising in internet.

    Let me break it down for you.

    ABB - Built own network and partner with premium blend of upstream providers in the US, Asia, Europe which means usually shortest route which equals to less latency = fast internet.

    Launtel, Leaptel - Use GSL (Global Secure Layer) which is in my opinion premium if not on par with Aussie Broadband very much same routes but cheaper, (im currently on leaptel)

    Exetel, Superloop, Myrepublic - Is almost like the try hard provider, built their own network however internationally they are a bit of mixed bag with premium and not so premium providers, US routing is usually through New Zealand via Vocus International backbone, but connectivity to asia is great.

    Uniti Wireless, TPG, and the rest - Use Vocus Backbone which is fine locally in australia but international routing is horrible you will get streaming issues if you stream something that is not cached in Sydney.

    Conclusion, Leaptel is the best in terms of price vs customer service and speed, Aussie Broadband comes second IMO due to price, and Launtel although i would choose Leaptel over them. Exetel would be on my radar as well and will be good for most people.

    • borgainerz on 14/02/2023 - 15:44

      wow super interesting facts, thanks !!

      I did not know there were so many intrinsic differences

      what about iinet, where do you place it?

      • SpeedAU on 14/02/2023 - 15:56

        no problem, iiNet, iPrimus TGP etc, all use TPG Telecom which the upstream provider is = Vocus International Backbone (crap)

        You can follow the upstream providers here: https://bgp.tools/as/4739

        • OMGJL on 14/02/2023 - 16:51

          great information!

          You happen to know what backbone do 4G/5G provider(the big 3) use? Assume Vodafone is with TPG now they'd use Vocus, what about Telstra/Optus? Who do they go with?

          • SpeedAU on 14/02/2023 - 20:20
            +1

            @OMGJL: Telstra Mobile including boost and wholesale, has bend of premium of upstream providers under upstream name Telstra Global.

            Vodafone is TPG Telecom (Vocus International Backbone) crap!

            Optus is Singtel (own network with a mix of Telstra Global) - Good for average user.

            • OMGJL on 14/02/2023 - 21:50
              +1

              @SpeedAU: Thanks for your insight!

            • furythree on 24/05/2023 - 09:35

              @SpeedAU: where can i read up more regarding general infrastructure such as the backbones you are referring to?

              id love to increase general knowledge

      • [Deactivated] on 16/02/2023 - 19:28

        IInet were good 20 years ago back in the ADSL days now owned by TPG so depends how much you like TPG.
        Oh and support is all out of South Africa.

    • AusNugz on 14/02/2023 - 22:05

      Uhh I’m not network engineer but I don’t believe TPG Telecom use Vocus for upstream. Not even locally.
      I just tried a few trace routes on their looking glass and can’t see any Vocus. I don’t even see it on the HE BGP as an upstream provider.

      • SpeedAU on 14/02/2023 - 22:53

        Oh, my bad I actually just looked at the bgp and you're right they have changed.

        https://bgp.tools/as/7545

        • AusNugz on 14/02/2023 - 22:55

          I don’t think they ever have…

          • [Deactivated] on 16/02/2023 - 19:41

            @AusNugz: The Big 4 ISPs have a peering arrangement between each other, this was discussed when Cloudflare were complaining about Au bandwidth prices.
            Though Vocus have annoyed a lot of other ISPs with datacentre outages and general network performance over the last few years. They aren't as popular as they once were.

        • AusNugz on 14/02/2023 - 23:06
          +3

          Also come to think of it (and verified by respective looking glasses) Exetel, Superloop and Aussie Broadband both use very similar routing to the US to most addresses, handing off to Telia.
          I think you might need to do some more testing before making any more claims about each providers networks.

          • SpeedAU on 14/02/2023 - 23:19

            @AusNugz: It really depends where you testing, to LA for example ABB jumps straight to LA. Exetel Route via San Jose, and Exetel route via NZ. the less hops the better as it eliminates congestion in routers if any.

            In regards to me doing testing BGP routes can change depending on network load etc. When writing these comments they're top of my head, tools are provided to search yourself.

            • AusNugz on 14/02/2023 - 23:30
              +1

              @SpeedAU: I understand the tools are provided for myself but maybe check them yourself before posting them :P

              At that point you are talking about maybe <20ms of difference between the networks.
              I just tried a few to LA from Sydney Exetel and it jumped straight to Cali/LA from NZ.

              • SpeedAU on 14/02/2023 - 23:34

                @AusNugz: Hehe, we are getting geeky here but true, for network guy 20ms is too much lol OCD

          • Associatedtimoid @ Superloop on 15/02/2023 - 08:29
            +2

            @AusNugz: I can let you know that we run our own international network, especially NZ->US.

            In our case, there's no latency difference if we include the NZ transit routers or not.

            As (AS38195) does not peer our network with the likes of route-views, the "public" BGP view of the superloop network is always via someone else.

            • AusNugz on 15/02/2023 - 10:50
              +1

              @timoid: Yep as I thought, I was a SL customer around launch for a few years. The “network engineer” above does need to do some more testing…

              • inconspicuous on 15/02/2023 - 14:11

                @AusNugz: Well this sure fell apart quickly. Superloop and ABB are both good providers and most people wouldn't notice any difference.

  • rogerallen on 15/02/2023 - 11:08

    Hi
    This is an interesting discussion.I am with iprimus and have been for a while on a 50/20 plan.I am looking to take advantage of the nbn fttp upgrade being offered but it means my plan will change to the 100/20 speed and rates will be about $ 100 a month am currently paying about $85 a month including home phone with free local and international calls.I will lose some part of the calls bit.just wondering if I stick with them or a change to ABB or other provider is a better option.speed is ok but evening time streaming is a problem with some apps.

    • [Deactivated] on 16/02/2023 - 19:36

      Maybe see if they can do the 100Mbps plan for the same price as what your paying now on a 12 month agreement. As normally their pricing is all pay as you go now a days.
      Though if your trying for discounts just check on the termination fees.

  • MilkDX on 17/02/2023 - 15:38
    +2

    I felt something had happened.
    Superloop have been great for years, but I just upgraded to FTTP and noticed a real difference in my interactions with their chat and phone support (or complete lack thereof) since.

    I'm still waiting on a callback from 6 days ago, an email from 2 days ago, and their chat support have no clue.

    • borgainerz on 17/02/2023 - 16:28

      yes, exactly this.
      Support is useless, just reading/answering a script, not helpful at all.

      not fixing any problem either.

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