Issues Activating Superloop nbn Flip to Fibre Speed Upgrade Bonus Offer

jasong on 02/11/2023 - 10:32
Last edited 03/11/2023 - 08:16

Edit: issue was user error/reading comprehension failure. Points 3,11 of t&c

I'm having a bit of an issue claiming this offer from Superloop, wondering if anyone else is in the same boat or has successfully done it? I'm wondering if anyone has any tips I could follow please?

Email received from Superloop as follows:

We’ve done a quick check and we’ve got great news! Your home address is eligible for FREE Flip to Fibre™ installation. What does that mean?
* Fast speeds
* A reliable connection (less glitches and frozen Zoom calls)
* Internet that handles multiple connected devices like a boss

But the FREE-ness doesn’t stop there.

Flip to Fibre™ between June 19, 2023, and October 31, 2023, and we’ll give you a Speed Upgrade Bonus for three months at no additional cost. This means you stay on your existing plan but get three months of increased speeds on us.

Think of it as an upgraded upgrade (sorry 5th grade English teachers).

Background:

  • Scheduled FTTP installation via link in that email
  • FTTP installation completed 19 Oct
  • FTTN continued to be used until 26 Oct once we had a new router
  • First contacted Superloop on 27 October regarding the Speed Upgrade Bonus. Was advised they would have it actioned within 48 hours
  • Contacted Superloop again today 2 Nov. Was advised to activate Speed Boost via the dashboard
  • After explaining to the rep that the Speed Upgrade Offer and Speed Boost are different things, was transferred to retention team
  • Retention team can not see this offer as valid for the account. Was given a reference and asked to reply to an email they will send me with the email offer (yet to receive this email) Edit: Email now received and replied to

In the meantime, here are the T&Cs for this offer, which as far as I can tell the process has been followed: https://files.superloop.com/terms/SL-Residential-F2F-Bonus-T…

Anyone see anything I'm missing here besides an MS Paint image haha

Internet Broadband nbn

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Comments

  • Typical16-bitEnjoyer on 02/11/2023 - 10:58

    What specific plan are you currently on?

    • jasong on 02/11/2023 - 16:58

      Was on the Family 100/20 and kept the speed during the FTTP installation

      • Typical16-bitEnjoyer on 02/11/2023 - 18:01
        +3

        "3. …be an existing customer of Superloop on Superloop's
        12/1, 25/5 or 50/20 plan on FTTN; "

        "11. For a duration of three months from acceptance of the
        Offer, you will receive the increased speeds at the same price as
        your previous plan. Customers transferring from FTTN will
        receive increased speeds to the equivalent of our 100/20 plan."

        You're already on the 100/20 plan, so you're not eligible and the bonus is equivalent to what you have. Perhaps you should have changed down to a 25 plan before applying.

        • jasong on 03/11/2023 - 08:14
          +1

          🤦🏻‍♂️

          Ah there’s the issue, user error and reading comprehension fail

          Thank you, can’t believe I missed this one argh

        • Discoaus on 16/11/2023 - 21:06

          Good to know about the same price offer. As I enquired with them and they’re trying to tell me they can’t honour my $74.95 100/20 plan if I upgrade to the flip to fibre fttp upgrade, they’re telling me I will go to the $84.95 pricing as I’m not a new member. I will show them the terms and conditions file if my plan price gets changed on the upgrade

  • LuigiC on 02/11/2023 - 15:47

    Have you tested your upload/download speed?
    I recently had the same fibre upgrade. The 3-month speed upgrade was automatic for me but doesn't show up my plan details when i login to my account eg, my plan shows up as 100/40 but am getting ~250/20 on a speed test. This will last for 3 months and then i'll be back to 100/40 at which time i plan to go to a faster plan.

    • jasong on 02/11/2023 - 16:59

      Yeah I have, the speed test shows 100/20 which matches my current plan

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