Superloop Advertised Speeds Misleading? Typical Evening Speed Changes Depending Where You Look

steviekfc on 06/11/2023 - 11:13

I have signed up to Superloops 1000/50 plan and have had fairly consistent speed problems (5/30 to 250/40) (coming from Aussies 100/20 which ran at a solid 110 at any given moment).

I have a mate on SL without any issue at all, but he is on a different CVC.

Based on their website - I should be getting a typical evening speed of 600. But when I login to my account and select change plan it says I should only expect 245. Which is only 20 higher than the 250 plan.

https://ibb.co/G38ZRw6
https://ibb.co/tXn8H81

Bit misleading?

Internet Broadband nbn

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Superloop
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Comments

  • Hybroid on 06/11/2023 - 11:21
    +1

    Did you contact them to find out if there’s an issue?

    Been thinking to swap to Superloop for their reduced cost higher speed plans and free included eero 6 unit.

    • steviekfc on 06/11/2023 - 11:31

      I think I am going to go back to Aussie once they advertise their Black Friday deals.

      I contacted the online chat and all they said was sorry I have nothing to do with that. Lol.

      I've been with them for about 2 weeks and so far have experienced fairly significant slow downs every night. Friday night at 7:31pm I was getting 5Mbps down / 22.3Mbps up. This lasted for an hour before it went up to around 50Mbps to 100Mbps, which to me seems way too slow for a gigabit plan.

      I've had 2 complete outages - but they haven't lasted too long.

      My friend who signed up a few weeks before me on the 250/20 plan has had no issues at all, and when he activates the speed boost to 1Gb he gets the full 980Mbps so YMMV. The good thing is there's no contracts so there isnt much risk giving them a go.

      • Twix on 06/11/2023 - 11:53

        Call and report the slowdowns so they can add more CVC. ISPs are removing CVC Dec 1st on speed tiers 100/20 and above.

        Not all routers are capable of Gigabit. What router are you using?

        SL ask for 30 days cancellation notice but you should be able to get out early.

        • steviekfc on 06/11/2023 - 12:02
          +1

          Ubiquiti Dream Machine Pro.
          I'll let them know right now that I want out.
          Cheers Twix

          • Twix on 06/11/2023 - 12:05
            +1

            @steviekfc: All good. Yeah it seems to be SL CVC related. The UDM pro can handle Gigabit with ease.

          • Twix on 06/11/2023 - 12:19

            @JackAtDaisy: Your speeds will be more consistent.

      • Store Rep[Deactivated] @ CPK Web Services on 14/11/2023 - 17:00

        I would be happy to look into this further for you. It sounds like you might be on a bad HFC segment.
        Message me an address and i'll take a look at this in more detail.
        This will confirm the info you are seeing in the Superloop portal and you can make a choice on if you downgrade speeds or change providers.
        Did you get 1000Mbps on other providers? If not then it could be your HFC connection not being setup for those speeds certain sections of the network aren't setup for it, though most are.

  • brendanm on 06/11/2023 - 11:52
    +5

    Superloop sucks now. Went back to Aussie recently.

    • FoxJump on 06/11/2023 - 12:05

      goddamit. i'm leaving Aussie on 21st Nov when their price rices hit and going to superloop :(

      • brendanm on 06/11/2023 - 13:43
        +1

        That sucks. Their speed was dropping off for me, and their offshore call centre is a pain. They turned off my internet and said my last payment had failed to go through, even though there's been no issue before, and blamed my bank, so I left. Ain't got no time for that.

      • Breno785au on 02/12/2023 - 07:32

        Hey, I've been with superloop for a couple of years now, no problems. 5 free speed boosts per month is nice.

      • FoxJump on 02/12/2023 - 08:15

        update: superloop fine right now..no issues

    • jv on 06/11/2023 - 13:11
      -2

      I'm getting great speeds with More telecom at significantly less that what ABB charge.

    • AdamFury on 06/11/2023 - 13:30
      +1

      Yep Superloop were great to begin with and dropped right off.

  • Naigrabzo on 06/11/2023 - 11:57
    +2

    Yes I agree. I pay for 100/20 but only get about 30 during evening rush hour.

    I am waiting for good deals myself.

    This reminds me of Internode back in the day. It was amazing to start off with but speeds and service dropped when company became popular.

    • jv on 06/11/2023 - 13:34
      +1

      I am waiting for good deals myself.

      More Telecom have first 3 months free on any plan…

      https://www.more.com.au/personal/nbn-plans

      • The Hawk on 07/11/2023 - 09:00

        And cheaper with CBA, but their 1000/50 sats typical evening 350/42 and at the "discounted" $121.50 (after the free months) the $129 AussieBB will be charging makes it not such a good choice…
        That said, we will see if 'more' come down at the end of the month.

        Honestly, every time I look for a cheaper deal I end up deciding that AussieBB is just better and worth the premium :P

        • jv on 08/11/2023 - 18:51

          typical evening 350/42

          I doubt that is a 1000/50 plan.

            • jv on 09/11/2023 - 09:33
              +1

              @steviekfc: wow !!!

              Well I'm on the 250/25 plan, says I should get 200/21, but what I actually get most of the time is around 265/23

              • Store Rep[Deactivated] @ CPK Web Services on 14/11/2023 - 17:08

                @jv: Yeah those speeds sound about right with the over provisioning. The advertised speeds will be less as providers try and be conservative, if they advertised higher speeds during peak times they run the risk of huge fines from the ACCC if they don't actually meet those speeds. So its easier to just advertise lower speeds.
                Don't take too much notice in other words.
                It is a guide only.
                This should be fixed up once everyone is on FTTP with the exception being a few rural customers on Wireless and satellite.

          • BOB Gilby on 09/11/2023 - 13:15

            @jv: wrong again jv

            • jv on 09/11/2023 - 13:21

              @BOB Gilby:

              wrong again jv

              nope, I was correct…

              Unless of course you can't read… 🤣

              • Hankypank on 09/11/2023 - 13:44

                @jv: What is with the bolding of random words?

                • jv on 09/11/2023 - 13:45

                  @Hankypank:

                  of random words?

                  They are not random.

                  • Hankypank on 09/11/2023 - 13:47

                    @jv: I guess your right. Doesn't emphasise your point any further though.

      • ssdexecutor82 on 08/11/2023 - 18:40

        do you know if they have a pop in brisbane?

        • jv on 08/11/2023 - 18:50
          -1

          have a pop in brisbane?

          They use the NBN network like pretty much everyone else…

          • ssdexecutor82 on 08/11/2023 - 20:07
            +1

            @jv: I meant point of presence which gives you better ping when gaming if there is one in your capital city

            • jv on 09/11/2023 - 09:35

              @ssdexecutor82:

              I meant point of presence

              How is pop different to poi (Points of Interconnect) ???

        • Store Rep[Deactivated] @ CPK Web Services on 14/11/2023 - 17:15

          Yeah Superloop definitely have a pop in Brisbane. They are based there or used to be anyway.

          • ssdexecutor82 on 17/11/2023 - 20:17

            @[Deactivated]: I was asking if More telecom has one in brisbane

            • Store Rep[Deactivated] @ CPK Web Services on 17/11/2023 - 22:43

              @ssdexecutor82: Yes they do, they just resell the Vocus network which is nationally available the same as Telstra and Optus.
              But cheaper then the other two which is why so many providers use them.

  • Almost Banned on 06/11/2023 - 12:00
    +1

    Having similar problems with Superloop.
    When I first moved over I got great speeds but over the last few months it has been pretty consistently crap.
    My area is supposed to be going over from FTTN to FTTP in the next month or two and will definitely be looking for new options around then.

    • Twix on 06/11/2023 - 12:20

      SL speed should improve from Dec 1st.

      • jv on 06/11/2023 - 13:31

        Is that when they start their Xmas holidays???

  • Hankypank on 06/11/2023 - 13:01
    +2

    Why we blowin up fellas? Cheap tier internet = cheap teir access. Although im one of the fellas getting hawt access to scamloops one star gigglibit plans. Can't say the same for my buddies. Scamloop strikes again ;)

    • steviekfc on 06/11/2023 - 13:15

      Strikes ;) again

      • Hankypank on 06/11/2023 - 13:18

        The only time I've needed to contact them is because my speed was too fast ;) I said woah boys. I don't need such pace

    • Naigrabzo on 06/11/2023 - 13:47
      +1

      $90 per month is cheap??

      • Hankypank on 06/11/2023 - 13:55

        Absolutely. Bargain bin pricing with bargain bin service ;)

        • Naigrabzo on 06/11/2023 - 14:44
          +1

          What's your breakdown for low, mid and high tier internet pricing etc?

          • Hankypank on 06/11/2023 - 15:49

            @Naigrabzo: Im getting gigachad internet (1000/50) for $99/mth. Not sure it requires much more explaining.

        • BOB Gilby on 07/11/2023 - 18:18
          +2

          Superloop?… more like Scamloop amirite boys??

          But seriously why are there so many Superloop simps in this forum? Carry on fellas.

          • Hankypank on 07/11/2023 - 18:55

            @BOB Gilby: Shots fired bois. Take cover. Look man it might be a scam but they've got 5 boosts a month to take you from expected evening gigabit plan speeds of 245mbps to 250 mbps. Which basically makes up for all the dramas. Play on I say. Money for Jam

      • lachhelix on 17/11/2023 - 22:45

        Relatively speaking, compared to the same service at AB it is lol

  • jv on 06/11/2023 - 13:10
    -1

    Bit misleading?

    What did they say when you contacted them?

    • steviekfc on 06/11/2023 - 13:15
      +1

      "Sorry, I'm not sure about that".
      No one seems to know.

      • jv on 06/11/2023 - 13:30

        Did you escalate it?

        • steviekfc on 06/11/2023 - 14:22
          +1

          Nope can't be bothered. Going to go back to old faithful ABB

          • jv on 06/11/2023 - 14:22
            -1

            @steviekfc:

            Nope can't be bothered.

            Then it is unlikely to get resolved.

            Same would happen with ABB.

            • steviekfc on 06/11/2023 - 14:26
              +1

              @jv: Doesn't bother me.
              I've told 2 of them on the chat and neither cared.
              I'm churning anyway. The extra cost is worth it for a more stable connection.

              • jv on 06/11/2023 - 14:33
                -3

                @steviekfc:

                I've told 2 of them on the chat and neither cared.

                They were probably careless.

                I would have asked to escalate it to the manager.

                If you kept a record of the conversation, you could raise a complaint with the Ombudsman and most likely you would have got a refund for the period you experienced problems…

                • steviekfc on 06/11/2023 - 14:48
                  +4

                  @jv: I've contacted them twice.
                  I've asked them twice.
                  I've called the number and left my number to be called back and haven't heard back.
                  I am not wasting anymore of my time for a service I no longer will be using.
                  I'm not even worried about a refund. I was purely trying to work out which it was. 600 or 245 peak hours.
                  The point of this post was purely to bring forward the point to anyone else having speed issues at peak times may be because their true peak speed average is 245. Which is misleading considering you can't see that until you're already signed up. If not, all good. That's why I asked the question and didn't just say this is misleading. It could be a simple typo.

                  • jv on 06/11/2023 - 14:55

                    @steviekfc: My folks have been with them for about 2 years and not one single problem…

                    • steviekfc on 06/11/2023 - 14:58
                      +1

                      @jv: Yeah, that's why I also said in my original post that my friend is with them with no problem, and your mileage may vary.
                      For me the service has been ok, but I've come from ABB which gave me no problems at all for 5 years or more to SL which has had constant slow downs and a couple drop outs.
                      All good. I gave it a red hot shot.

            • freefall101 on 06/11/2023 - 14:36
              -1

              @jv: This is Ozbargain, you don’t go through a communication process with someone, you come online and claim the company is misleading everyone.

  • wallet72 on 06/11/2023 - 14:21
    +1

    my problem with superloop ist hat even when I send them proof that I have multiple drop outs per day they tell me something like 'the router is not showing any disconnections' and won't do anything.
    Not only did I collect network monitoring to prove it, one day I unplugged the router three times over the work day so I know they should have seen three outages.

    • jv on 06/11/2023 - 14:40
      +2

      They have also removed their CVC graphs so you can't see when they have congestion in your area… Probably because it is much more likely these days.

    • freefall101 on 06/11/2023 - 14:41

      What kind of connection and router do you have? Likely your router is the issue, does power cycling fix the issue?

      They’re probably seeing no issue to the nbn modem or whatever box you have and just aren’t bothering to check. Or they’re useless and time to churn.

      • wallet72 on 06/11/2023 - 16:41

        I did consider the router, but I've plugged a Raspberry PI in to the NBN box and left it there for a day to collect data - same dropouts. I've got an HFC connection, and apart from the disconnections it's fine.

        I was a bit concerned that even when I power cycled the router and the NBN box that SL support didn't see it happen.

        To be honest, some of them are so short that I get streaming pauses then it just continues, so I've begun to refer to them as 'pauses'

        I don't expect perfect customer support, I've been there done that job and know what the pressure from above and below is like, but every time I've contacted them all I get is the same 'we don't see it' and 'can you download and run the Superloop support all' and 'we'll watch it for a few days'

    • garetz on 06/11/2023 - 17:27
      -1

      Disconnecting your router is not an outage lol. When they say router, they mean their router that provides nbn to your residence, not your router.

      • knobbs on 07/11/2023 - 10:36

        They clarified it was the NBN box and router lol.

        • garetz on 07/11/2023 - 12:37

          one day I unplugged the router three times over the work day so I know they should have seen three outages.

          this is what I was referring to.

          • wallet72 on 07/11/2023 - 12:48

            @garetz: yeah sorry, poor wording. The black NBN termination box is what I meant. I turned that off three times over a day and SL couldn't see it.

            On another day they asked me to power cycle it, I couldn't be bothered getting up so I just told them I did and got 'ah yes I see that, ok we wait for…'

          • knobbs on 07/11/2023 - 12:55

            @garetz: Yes but before you posted your comment he clarified in a post below that

            I was a bit concerned that even when I power cycled the router and the NBN box that SL support didn't see it happen.

            • garetz on 07/11/2023 - 12:57

              @knobbs: It still makes 0 sense, unplugging your nbn termination box is not going to show up as a outage on the isp system.

      • Store Rep[Deactivated] @ CPK Web Services on 14/11/2023 - 17:24

        Correct disconnecting the router won't show up on the ISPs monitoring systems. Only if its an issue at the POI itself.
        In fact disconnecting the router or the NBN box is a bad idea as they are designed to run 24/7 and so turning them on and off all the time can lead to issues with the equipment being reset.

  • blonky on 06/11/2023 - 16:27

    Interesting as I had to contact their support last week for slow down issues - we're on the Superloop Lightspeed plan 1000/50 and typically would get over 850mbps, but recently only around 250mbps (from HFC modem straight to laptop).

    They performed a reset on their end and we are back at 800mbps+

    The change plan option also shows 245mbps average speeds for this plan too

  • Roe Jogan on 09/11/2023 - 11:00

    well shit i had high hopes for superloop now reading all these comments made me second guess and stay with Telstra
    are people who are having speed issues on the included amazon router or not?

  • Associatedtimoid @ Superloop on 10/11/2023 - 09:41
    +1

    I’ve raised the query RE:TES differences. Speed faults should be raised and if required, escalated.

    • steviekfc on 13/11/2023 - 11:05

      Did you hear anything back?
      nbn 1000/50 Mbps
      245Mbps Evening speed 7-11pm
      Is still showing under my account under the change plan section.

      • Associatedtimoid @ Superloop on 21/11/2023 - 08:15

        I believe this should be sorted now

  • Ramrunner on 01/12/2023 - 08:56
    -1

    There's a very similar thread already on these forums.

    That OP went back to ABB and solved the issue.

    Seems logical? Speed good on ABB - change to SL now it's crap.

    Just change back right and learn a lesson?

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