Superloop Connection Frustration - New Connection, No Internet

Lspartica on 24/07/2024 - 07:27

So we are new to the country and needed to get internet sorted. After looking at recommendations on reddit and on here, we decided to go with Superloop for their price and "reliability"

I set our connection date to be 18 July. Because that was the date we were to be moving into our new home. I put the order in on the 11 July and was told that it wouldn't be connected until I connected our new modem. A couple of days later, I received an email saying that it was all connected and ready to go.

Come 18 July, Day 1, we start moving in and I notice that the NBN box didn't have a power cable. So I ran out and got one. The NBN box lit up with the power button and the chain icon(connection) was flashing, and then would click all the time. Tried setting up the modem they sent me and it said that there was no internet. Restarted everything a few times but still no internet. I called Superloop and they said it was all connected and they could see it and to restart it. After about an hour, I was told to "get a new data cable and try that".

Day 2. I got a new cable and no luck. Another hour on the phone, and was told that they will reset the connections and should be up and running in a couple of hours. Still nothing. However, I ask them if there has been any data usage and they say there has been. Tell them that it's not us because we have no internet. Day 1 and Day 2 also involved a video call with the tech so they could see that I had plugged everything in correctly and photos of the MAC/SN of the NBN box.

Day 3, I start work remotely, still no internet. I call them and another hour on the phone and turns out that they connected the wrong unit number. After 3 hours on the phone, each with it's own authentication of my address AND sending them my rental agreement, it wasn't picked up. So they said they will sort out the miss connection and get mine sorted, and that someone will be out to check up on it.

Day 4. Still no internet, no tech either. Told that they have put through the activation for the NBN box and will be done within 4 hours. 4 hours later, call and told that there was an Io error with the box and they have put through the connection request again. Asked if there was an error, would I be told about it, "No, if you don't get the connection email, to call back". Then I also get a bill for the modem because I broke the 18 month terms and condition for the free router because of the change of address. Also told that the internet will be connected within the next 4-24 hours.

Day 5, today. Still no internet, waiting for their office to open so I can call them and be told that there is another issue.

Total call time, 5hours. Not including time waiting for help through chat, only to be told they can't help with anything and to call

Where to next?

Internet Broadband nbn

Related Stores

Superloop
Superloop

Comments

  • will05 on 24/07/2024 - 07:44
    +1

    wait for the technician arranged by internet provider

  • randomusername2017 on 24/07/2024 - 07:47
    +5

    Where to next?

    Day 6

    • holdenmg on 24/07/2024 - 08:54
      +1

      Day 1004 - Another day older and no NBN…

      • spartica on 24/07/2024 - 09:29

        🤣

  • whitepuma on 24/07/2024 - 07:50

    It's sounding like its an NBN box issue. In which case it's not superloop's problem, and is instead NBN that's causing the issue. It's a pain i know, but you will likely get this issue with any RSP.

    The call wait times however, that is an RSP issue.

    Although I know it's not a direct parallel (as I know some people on here will bite my head off for not giving a perfect example), think of it as like you're blaming the brand of car you drive for you being late to work…..when the actual reason was the traffic on the road. You would have been late regardless of what car you drive.

    Where to next:
    - I would just wait it out until NBN gets involved to fix it, like mentioned above, its out of your RSP's control.

    • spartica on 24/07/2024 - 08:06
      +1

      I understand that it's not SL's issue, but it's the fact that they connected the wrong house, then start charging me for the modem because of the change of address and "breaking contract" on a month to month plan and the fact that their validation also clearly is a load of crock because it would have been picked up sooner and the lack of communication if there is an error with the connection.

      Why bother with authenticating against, Name, address, email, phone and client number if the person I'm talking to doesn't actually read it properly?

      • whitepuma on 24/07/2024 - 08:14

        I'd definitely challenge them on the "breaking contract" issue, but i'm still convinced it's an NBN issue. I use to work for an RSP (not superloop) and i still remember many times the address/unit number on the NBN system didn't marry up with the correct address. It wasn't as simple as just correcting it as it was an issue on NBN's database, so we would have to submit a ticket with NBN, we would supply them the evidence you provided, NBN would tell us what their turn around time would be (based on a SLA), which is what we would forward to the customer (like them saying 4 hours), but if NBN took longer than that, there isn't really much we could do to fix it up.

        • spartica on 24/07/2024 - 08:43

          Yea I'm def going to challenge them on the breaking contract part and that I shouldn't be charged until I am connected(because that is what they told me when I first enquired about it).

          Were there any sort of, I want to say compensation, but think that's the wrong term to use, about having to take a long time to fix the issue when it has been almost a week past the agreed connection date? For instance, I am currently having to use my phone to hotspot so I can work and the kids can do their homework etc.

          • urahara on 24/07/2024 - 08:51

            @spartica: Its an NBN issue, Superloop is just a retailer . I know its frustrating but that how it is atm.
            Who got it wrong with the address ? Was it them connecting at the wrong address or you entering wrong connection address ?
            If it is former, its purely an NBN issue and would've happened with any retailer. For latter part , you are at fault for wrong address.
            Regardless, Superloop would be more than happy to get the accounts sorted for this. Otherwise go with Leaptel/Launtel cause of their local support and offers.

            • spartica on 24/07/2024 - 09:22

              @urahara: I understand it's an NBN issue, my big frustration is that with each contact with Superloop, I've had to authenticate my address to prove that it's the right account and it wasn't picked up sooner. As to who made the error? Being new to the country and having to setup everything from scratch, I am willing to say that in between Medicare, driver license, two schools, power, phone, banking, car rego, insurance, house hunting etc, that a mistake may have been made on my behalf. Even if it was Superloop's error, I don't care about that, it's the authentication that is failing at that point. Clearly it's not worth doing if they aren't actually checking it.

              What I'm having issue with now, is that a) they are trying to charge me for breaking contract, b) NBN don't appear to be doing anything to help fix the issue.

              I know SL are just the middle man here and are catching my frustration. Having worked in retail for many years, I do try my very best not to get angry at the poor foot soldier infront of me. They don't get paid enough to deal with that, nor do they actually care. it's a me problem.

              Being that this is all new to me, I'm just trying to find out what my options are in getting this resolved. If it's "Shut up and wait", fine. But if there is something I can do to hurry this along so I can get my work done I would like to know.

              I appreciate the comment :-)

          • whitepuma on 24/07/2024 - 09:23

            @spartica: If i'm being honest….work on fixing the breaking contract issue, before aiming for compensation, that's your first hurdle you can have influence on.

            Regarding compensation, we are talking about a couple of days of no internet on a home NBN plan, it's not a business NBN plan where they have clearly identified minimum and maximum outage tolerances for each plan, despite you also using the internet for work.

            I think best case scenario you may get a SMALL amount of credit off of your bill for the contracts issue (like i said, small, don't expect it to be enough to buy a coffee)….but don't expect them to compensate you for any loses for work or how long it took to fix, as mentioned this time delay to fix the issue is not their fault, it's the fault of the NBN.

            • spartica on 24/07/2024 - 09:34

              @whitepuma: Thanks for that, I will focus on the bill for now and continue waiting for updates on the internet.

              And be nice if they don't charge me for my account until it's actually connected seems like a fair thing to ask for once that is sorted.

            • spartica on 25/07/2024 - 07:53

              @whitepuma: After being on for an hour, they agreed to cancel the charge because I'm still with them at the same physical address. Was a bit of a hassle and explaining it several times to the same person why I'm not paying it. But I got there.
              Then I thought I would change tactic and ask if the router is connected to the NBN modem, even if the connection isn't active, should it register that something is connected. They agreed that it should. Then said that the light isn't showing. They checked a few things and then agreed that the actual NBN box must be faulty and that they have logged the fault with NBN. Now to wait for them to contact me to troubleshoot their box.

              Small steps, but progress is being made.. Don't know why it's taken this long, and the things I was talking to the tech on Day 1 about are finally being sorted.. But anyway.

              • whitepuma on 25/07/2024 - 08:38

                @spartica: This is pretty standard with troubleshooting.
                test/check for the most likely & most easy to resolve problems first, then work on the less likely problems later. (start with A, then B, then C)
                If they jumped straight to C, and went to NBN to get it resolved, and they then found out it was actually problem A, they would be out of pocket with NBN.

                Does it suck? Yes it does, This is one of the many pain points of our NBN network in Aus
                Is this problem unique to Superloop? Definitely not
                Is this problem unique to Australia? Definitely not, you see this sort of behaviour consistent in various countries and various industries. (southpark cable company episode comes to mind).

                I feel that the major part of the problem is the process, because NBN is not end user facing, they don't need to deal with people like yourself to resolve these issues, so they don't need to worry about someone calling up and rangling them to do something, accordingly they either take their time or do a sub-par job.
                Meanwhile on the superloop end you're probably dealing with a minimum wage employee that's overcapacity (hence the wait times), that's instructed to clearly follow a script, and to process calls as quickly as possible so that they can meet their KPI's.

                Like i said earlier, it does suck, but if you want a premium customer service with a tailored approach, you're going to have to go with a business plan that has an SLA (business plans cost much more)……Even AussieBroadband (which many people boast has amazing customer service) has had a steady decline in customer service since they got ASX listed. It's the cost of business in Australia.

      • ColtNoir on 25/07/2024 - 08:36

        If you have billing issues still after speaking with a manager, take it to the TIO.

  • Meho2026 on 24/07/2024 - 08:24

    You need to lodge a complaint with Superloop using this page https://www.superloop.com/lodge-a-complaint
    State your resolution proposal, which should be that you are provided with a working connection, you are not charged for the modem and you only start paying for the service from the working connection day.
    If they dont do all of that, then lodge a complaint with TIO, which is the telecommunications ombudsman.
    In the meantime see if you can get 5G home internet trial.

    • spartica on 24/07/2024 - 08:44

      You can do a trial of 5G?

      • Meho2026 on 24/07/2024 - 17:57

        Yeah, go on a month to month contract with a provider that gives you one month free, cancel and return the modem in good condition within 30 days

  • AngoraFish on 24/07/2024 - 08:43

    I churned away from Superloop last month. Their whole call centre operation is designed to blow you off and claim you're the problem and not anyone else. I eventually had to go to the TIO to get Superloop to escalate to NBN, and even then Superloop sent me several emails screen shotting irrelevant clauses in their retailer agreement explaining why NBN and Superloop were obliged to do nothing. Eventually NBN stumbled across the loose wire in my NTD after digging up half my front yard after earlier cancelling about 5 technician appointments. I easily spent 10 hours on the phone to SUperloop over three weeks.

  • iNeed2Pee on 24/07/2024 - 09:29

    Superloop sucks. They kept bumping there prices up for mediocre service. They got too big for themselves. Many other different providers out there!

  • ginger-gin on 24/07/2024 - 09:52

    when you said NBN box, is it black or white? (dont neg serious question though 🤣)
    if it's black NBN box, it's HFC and that box's MAC address should be identical with the binding address on NBN side so you need to make sure this
    if it's white, could be different port, and please ask Superloop with NTU(white NBN box) port they connect to

    • whitepuma on 24/07/2024 - 11:59
      +1

      yeah i've seen situations where people have moved places and have brought the black NBN box with them, they then couldn't figure out why the NBN box wasn't working with the new address. likewise some people have moved into places where the NBN box there is wrong because of people thinking they can use them interchangably.

    • netjock on 24/07/2024 - 13:57

      What box NTD is FTTC

      I just got the white box installed for FTTN which is fixed to the wall

      Hopefully OP works it out

      • Twix on 24/07/2024 - 14:17

        I just got the white box installed for FTTN which is fixed to the wall

        That is FTTP. nbn don't supply an NTD for FTTN.

    • Twix on 24/07/2024 - 14:07

      They have nbn FTTC. It's the only nbn box that makes a clicking noise and it only has a single Ethernet port.

      The NBN box lit up with the power button and the chain icon(connection) was flashing, and then would click all the time.

      • skillet on 26/07/2024 - 09:28

        I had the white box FTTC, yes it does clicks softly during power up. If you are the only one on the street it takes bloody long to re-energize the device in the pit. The device in the pit needs power and it draws power from the white box NBN FTTC NCD. Usually your neighbors(up to 4 households per device) will keep it powered if you are disconnected.

  • jugsy on 24/07/2024 - 11:27
    +2

    I think replacing the power adaptor was a bad call, that's NBN equipment - if you use an inappropriate adaptor it couldve damaged the unit

    • in-place on 25/07/2024 - 07:40

      If it is the FTTC NTD as the OP cliams then it is just a 3-pin mains to IEC C5 cord only (or 'clover leaf' as comes with some laptop PSUs) - the transfomer is internal.

  • spartica on 25/07/2024 - 07:47

    It's a white box.

    Yesterday after 2 hours, I was able to get them to agree that the box is potentially faulty, because with the router connected, the LAN light isn't lighting up so nbn are going to be contacting me either today or tomorrow to see if they can sort it out. So we will see. Why that wasn't picked up when I first called and had a video chat with the tech, I don't know

    • bamzero on 25/07/2024 - 12:12

      Not going to be your issue but I recently learnt that the LAN connection won't work with a 2 pair LAN cable. This was with a FTTP NTD though, the G-240G-P I believe it is.

      Was at the in-laws, they just got their upgrade from FTTN to FTTP. Connected the router to the NTD and didn't get a link light. Was using the cable that was previously working fine connecting their computer to the router, think it actually came with the router.

      Eventually I noticed that it only had 4 wires, not 8. Replaced the LAN cable, LAN connection lit up and they were away…

  • 12Sydney34 on 25/07/2024 - 09:58

    Welcome to Australia 😂

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