Superloop

Popular articles

• Fibre to the Node (FttN) Sync Speeds & Line Tests Explained

  FttN Sync Speeds & Line Tests This article will explain; What is a Fibre to the Node (FttN) Sync Speed & Line Test What does the Line Test mean for your service How we use Line Tests to ensure we provide you with good value for money on your service What is an FttN Sync Speed & Line Test Sync Speeds:The sync speed on an NBN Fibre to the Node (FttN) service is the maximum speed that your modem can synchronise with the NBN network. This is known as the theoretical maximum speed. There are f...  See more →

• How fast is the nbn™?

  NBN Co Speed Tiers Explained There are a few Wholesale Port Speeds NBNco offers RSPs. Superloop offers most, however there are limitations to the maximum speed available depending on the nbn™ technology type available at your premises. Superloop offers most of the available nbn™ Wholesale Port Speeds to it's Residential Customers. Not every nbn™ Wholesale Port Speed is available on every nbn™ technology type. Typical evening speeds (7-11pm) is a typical measurement of network performance a...  See more →

• How does an nbn™ connection work?

  nbn™ technology types This article explains in basic terms, how each nbn™ technology type works. How an nbn™ connection works When you request to access the internet by browsing or streaming on a device at home, your device will send a request for the desired content (data) to your router or modem router. Your router or modem router will forward this request over the nbn™ connection type that is available in your area to the local nbn™ POI. Once the request has made it to the nbn™ POI, a co...  See more →

• Learn more about nbn™ Service Classes and what they mean for you

  NBN Service Class Breakdown Below are the current nbn™ Service Classes, nbn™ Service Classes are how nbn™ define the work required to get an active connection at the address you would like to connect   Service Class 0 This is a location that will be serviceable by fibre to the premises (FTTP). You won’t be able to activate the service just yet as the nbn™ are still running fibre between the pits. You can pre-sign up, but you will have to wait until the area is ready for service. Service...  See more →

• Check out our range of Superloop nbn™ Plans

  Superloop's nbn™ Plans This article provides information on Superloop's current nbn™ market offers. Check out our range of Superloop NBN plans Superloop has a large range of nbn™ plans available to support the many different types of users and their usage habits and needs. You can check out our current nbn™ plan offers here Next Steps: Want to learn more about Superloop's nbn™ plan offerings? Click here to fill out our quick and easy form Submit an enquiry Related Articles Check out Super...  See more →

• How to choose the right nbn™ Speed Tier for your needs

  NBN Co speed tiers explained  This article breaks down and explains each nbn™ speed tier with an explanation of what each speed tier can be best suited for in your household. An nbn™ speed tier defines what maximum theoretical speed your internet service will be to your property, the availability of each speed tier is determined by the type and quality of the nbn™ technology type that connects your property to the NBN Co network. To find out which speed tiers are available to your home, ente...  See more →

• Check out our current range of Superloop Fixed Wireless plans

  Superloop's Fixed Wireless Plans This article provides information on Superloop's current Fixed Wireless market offers. Check out our range of Superloop Fixed Wireless plans Superloop has a large range of Fixed Wireless plans available to support the many different types of users and their usage habits and needs.Please note that not all speeds are available on all Superloop towers, you can find out what speeds are available to you through our address lookup. You can check out our current Fixe...  See more →

• Check out Superloop's supported Router or Modem Router options

  Superloop's Hardware Options This article will help you understand what hardware Superloop has on offer and provides a breakdown of what device is right for each service type. Compatible Service Types: Fiber to the Premises (FttP), Fiber to the Curb (FttC) & Hybrid Fiber Co-Axial (HFC) High Speed Mesh WiFi (Maximum wireless speed 900Mbp/s), for streaming, gaming and the ability to expand with multiple mesh units for whole home coverage. Eero Insight will enable us to remotely support y...  See more →

• Using your own Router or Modem Router for your Superloop service

  Bring your own router This article will detail what's required so that you can use your own router on your Superloop Service Key points Being able to use your own router for your Superloop service will depend on the type of internet Different connection types will require different different hardware Your own router or modem/router will need to not be locked to your current or previous internet provided Using your own router or modem/router for your Superloop service NBN FttP/HFC/FttC For F...  See more →

• Do you need a Router or Modem Router for an nbn™ connection?

    nbn™ Hardware Types Explained This article breaks down each nbn™ service type and the hardware type required to receive a service at nbn™ technology type. What type of router do you need for your NBN Service? FTTN/B Service Type If you are in an nbn™ FTTN or FTTB area, you will need an nbn™ Compliant VDSL2 WiFi Modem Router in order for the service to work. FTTP/C, HFC Service Types If you are in either of the other nbn™ connection type areas (FTTP/H, FTTC, HFC), a router technically isn't ...  See more →

• Do you need a Router or Modem Router for a Fixed Wireless service?

  Superloop Router and Modem Router information This article will detail whether a router or modem/router will be required for your Fixed Wireless Service A modem and a router are not the same thing A router enables you to connect multiple devices to the internet Our Fixed Wireless antenna acts as the modem Do you need a router or modem/router for a Fixed Wireless service There are many different types of internet connections, some require 'Modem Routers' to work, whereas some internet conn...  See more →

• Should you contact your old provider if you have transferred to Superloop?

  Transferring your service to Superloop This article explains what to do when you have transferred (sometimes known as Churning or Porting) your service to Superloop. What you need to know If you sign up a service with us for a transfer or churn from your previous provider, the new connection with us will take over and disconnect your previous connection. Even though the service itself is now with us, that doesn't necessarily mean that your account with that provider will be closed off.  Due...  See more →

• Can I reschedule my nbn™ appointment?

  Rescheduling your nbn™ appointment This article provides information on how to reschedule your nbn™ appointment. How to reschedule your nbn™ appointment Yes, you can request to reschedule your nbn™ technician appointment, however it's important to note that requesting to reschedule your appointment within 24 hours of your appointment time may cause an extended delay before being issued a new appointment time. Next Steps: To reschedule your nbn™ appointment, please contact our friendly support...  See more →

• What if my nbn™ Appointment doesn't go to plan, what do I do?

  nbn™ Appointment information This article provides a way for you to learn more about nbn™ appointments and what actions you can take if your appointment hasn't gone the way you were expecting.   What you can do if your appointment hasn't gone to plan From time to time, due to issues outside of Superloop control, your NBN Co technician may miss or delay your nbn™ installation. This could be due to a variety of reasons, such as the NBN Co technician being held up at a previous job which turne...  See more →

• Request an update on the status of your order

  Order Update Request This article will detail how you can request an update on the status of your order You will have received an email from us welcoming you to the company If there is something that holds up your order, we will get in touch with you Have you received any calls for SMS' from us? Requesting an update on the status of your order NBN Our NBN order system is automated, so provided there is nothing that holds up your order, updates will be provided via SMS to the number on you...  See more →

• Click here to check if NBN is available at your new address

  nbn™ address availability check This article explains how to check if your address or property is able to be connected to the NBN Co network. How to check if your address is nbn™ ready While NBN Co has almost completed their roll out of the nbn™ network across Australia, it's important to know if your address is ready to connect and if not when it will be. Staying informed on the current situation at your address is something we at Superloop suggest all customers try to do if they are looki...  See more →

• How to Relocate a Superloop Service

  Relocating your Superloop internet service to a new address This article explains how to relocate your Superloop nbn™ service to a new property or address Key points: For any service relocation, you will have to call our Sales team on 1800 57 87 37 It is important to get in touch with us as soon as you have the address confirmed Not every NBN address is ready to go and may require a technician appointment Things to Note Whilst we are able to service most parts of Australia, there are stil...  See more →

• How to submit a Proof of Occupancy(POD) request

  Proof of Occupancy(POD) This article will go over when you may require Proof of Occupancy Documents and what is accepted When is POD required The most common scenario that requires Proof of Occupancy Documents to be submitted is if you're getting a new NBN Connection at a premises that either has an active internet service or FNN (landline number) that you do not own. Proof of Occupancy Documents will prove that you do reside at the premises and are able to get that service disconnected and...  See more →

• Will my medical, security or fire alarm work over the nbn™ network?

  Medical, security and fire alarms explained This article will go over if your medical, security or fire alarms will work over the NBN Network Medical, Security & Fire Alarms on the nbn™ network You will need to call your equipment provider/manufacturer to check that your equipment will work over the nbn™ network, or whether you’ll need to find an alternative solution. Your existing services may not work during your move, and this may also affect your medical alarm depending on the type of...  See more →

• What should I do if I have special needs or a serious medical condition?

  Special Requirements This article will detail what you should do if you have special needs or have a serious medical condition Special needs and serious medical conditions Unfortunately we do not provide any medical priority or assistance services. If you do need such a service; due to special needs or a serious medical condition, the Australian Government requires Telstra to offer these services. You can find out more on Telstra's website or by contacting them here Related Articles Will ...  See more →

• How to login to the Superloop Members Area

  Logging in to the Superloop Members Area The Superloop Members Area contains some great features to help you get the most out of your service, pay your invoice online, update your payment method or account contacts and much much more.The simple and easy to follow steps below will guide you through accessing your Members Area.   How to login to the Superloop Members Area Navigate to https://members.superloop.com/login. You should see the below page if you have successfully navigated to the lo...  See more →

• Resetting your Superloop Members Area password

  Resetting your Superloop Members Area password This article contains all steps required to successfully reset your Superloop Members Area password. How to reset your Superloop Members Area password Navigate to https://members.superloop.com/login. You should see the below page if you have successfully navigated to the login page. Click on the "Forgot Password" link, it should redirect you to the below page. Enter your Superloop Username in the field and click the "Send Password Reset Link" ...  See more →

• Changing your plan in the Members Area

  How to change your plan in the Member's Area This article explains how to: Change the plan your service is on. If you are unsure how to login to the members area please click here and follow the steps, if you have already logged in to the Superloop Members Area, please continue below. Changing your plan To change your plan, first click on the "My Account" button at the top of the Members Area main login page. Once you have navigated to the "My Account" page you should be able to click ...  See more →

• Changing your payment method in the Members Area

  Changing your payment method in the Members Area This article explains how to change or update your nominated payment method in the Superloop Members Area If you are unsure how to login to the members area please click here and follow the steps, if you have already logged in to the Superloop Members Area, please continue below. Changing or updating your payment method To change your payment method or update your nominated payment method first click on the billing button at the top of the M...  See more →

• Checking the Members Area for the latest planned or known unplanned disruption information

  Checking the Member's Area for the latest planned or known unplanned disruption information This article explains how to check the Member's Area for the latest planned or known unplanned disruption information If you are unsure how to login to the members area please click here and follow the steps, if you have already logged in to the Superloop Members Area, please continue below. Checking the Members Area for the latest planned or known unplanned disruption information As soon as you lo...  See more →

• Adding a new contact and updating your contact details in the Members Area

  How to add a new contact and update your contact details in the member's area This article explains how to add a new contact and update your contact details in the Member's Area. If you are unsure how to login to the members area please click here and follow the steps, if you have already logged in to the Superloop Members Area, please continue below. Adding a new contact to your account To add a new contact to the account, first click on the "My Account" button at the top of the Member...  See more →

• Adding additional data allowance to your plan in the Members Area

  How to add a data block in the Member's Area This article explains how to add data blocks to your service, if you have or are close to exceeding your monthly quota. If you are unsure how to login to the members area please click here and follow the steps, if you have already logged in to the Superloop Members Area, please continue below. Adding a Data Block To add a data block, firs click on the My Account button at the top of the Member's Area main login page. Once you have navigated to t...  See more →

• How do I setup an TP-Link VR400 Modem/Router for a FttC/HFC/FttP service?

  TP-Link VR400 Setup Guide This article explains how to setup and configure your TP-Link Archer VR400 for a FttC/HFC/FttP service Configuring your TP-Link Archer VR400 Ensure the modem/router is turned on and plugged in Get a device you can connect to the router with, either by Wi-Fi or ethernet Open a web browser on that device and enter 192.168.1.1 You will be brought to the Quick Setup, first, select your region and time zone and hit next Once you've clicked 'Next' on the region and time...  See more →

• How do I setup my TP-Link Archer A6 Router - Fixed Wireless

  TP-Link Archer A6 Setup Guide This article explains how to setup and configure your TP-Link Archer A6 Configuring your TP-Link Archer A6 Ensure the router is turned on and plugged in Get a device you can connect to the router with, either by Wi-Fi or ethernet Open a web browser on that device and enter 192.168.0.1 You will be brought to the Quick Setup, first, select your time zone and hit next Once you’re on the next page you will have to select the connection type, which should be set to...  See more →

• How do I setup an eero 6 Mesh Router

  Eero router configuration guide This article explains how to setup and configure your Eero Mesh Router Configuring your eero First you have to download the 'eero home Wi-Fi System' app from either the App Store or the Google Play Store. Once you have the app downloaded you will need to create an eero account, fill out your details and click done. You must first check the box to agree to eero's Terms of Service & Privacy Policy, then click next. Once that's been done a verification code wil...  See more →

• How do I setup my TP-Link Archer A6 Router - NBN

  TP-Link Archer A6 Setup Guide This article explains how to setup and configure your TP-Link Archer A6 Configuring your TP-Link Archer A6 Ensure the router is turned on and plugged in Get a device you can connect to the router with, either by Wi-Fi or ethernet Open a web browser on that device and enter 192.168.0.1 You will be brought to the Quick Setup, first, select your time zone and hit next Once you’re on the next page you will have to select the connection type, which should be set to...  See more →

• How do I setup an TP-Link VR400 Modem/Router?

  TP-Link VR400 Setup Guide This article explains how to setup and configure your TP-Link Archer VR400 Configuring your TP-Link Archer VR400 Ensure the modem/router is turned on and plugged in Get a device you can connect to the router with, either by Wi-Fi or ethernet Open a web browser on that device and enter 192.168.1.1 You will be brought to the Quick Setup, first, select your region and time zone and hit next The set up will now ask you to select your ISP from the dropdown, unfortunate...  See more →

• The WiFi in my house is not performing at its best, what can I do to improve it?

  Improving your local Wi-Fi Network This article will go over some methods of improving Wi-Fi coverage in your house Is your router Dual Band (has both 2.4GHz & 5GHz Wireless) Does your router have external antenna Is your router placed in the best position Improving Wi-Fi performance in your home Dual Band Wi-Fi Most routers and modem/routers that are sold nowadays are what is known as dual band. This means that they emit both a 2.4GHz & a 5GHz wireless signal. The 2.4GHz Wi-Fi has a long...  See more →

• What is WiFi?

  WiFi Explained We have noticed over the past few years on Social Media, TV, Movies, Streaming Services, and within the General Community that there is a common misunderstanding of what 'WiFi' actually is. Much of the time, the term 'WiFi' has been used to refer to someones Home Broadband or Internet Connection. However ‘WiFi’ and ‘Internet Connection’ (or Broadband Internet Access) are not synonymous terms. Key points: 'WiFi' allows you to locally connect to your home router without having t...  See more →

• WiFi Interference Explained (Very Common & Impacts Service Performance)

  WiFi Interference Explained You may have heard about something about ‘WiFi Interference’ before, but what is it and how does it affect you? Key points: WiFi Interference is a very common problem and makes up the vast majority of technical support queries we get each day from users, primarily regarding speed issues, latency (ping) issues, and sometimes even what users believe are service 'dropouts'. WiFi Interference is essentially radio interference occurring between your router and your d...  See more →

• What is Your WiFi Password?

  WiFi Passwords If you're looking to get another device added to your local network using your router's WiFi signal, you will need your router's WiFi password. Key points: Your WiFi settings such as the WiFi Name and Password are controlled entirely by your router. Superloop has no remote control or access over your router's configuration settings. Obtaining Your WiFi Password Because WiFi is not your internet connection but is instead just a way of connecting to your router without needin...  See more →

• I was affected by a disruption and I'm still offline what do I do?

  Offline after resolved disruption This article will go over the steps you should take after a disruption, if you are still not connected Have you rebooted your router or modem/router Is your NBN Connection Box online Do you need some technical assistance Had an outage and still offline? Rebooting your equipment Often after a disruption has been resolved, a simple reboot of your router or modem/router should be all that is required. When rebooting, it is best practice to keep it powered of...  See more →

• I want to reschedule my fault appointment

  Rescheduling your nbn™ fault appointment This article provides information on how to reschedule your nbn™ appointment. How to reschedule your nbn™ fault appointment Yes, you can request to reschedule your nbn™ technician appointment, however it's important to note that requesting to reschedule your appointment within 24 hours of your appointment time may cause an extended delay before being issued a new appointment time. Next Steps: To reschedule your nbn™ appointment, please contact our frie...  See more →

• Performing an Isolation test on an nbn™ service

  This article will explain how to: Perform an isolation test on an nbn™ service Provide the results of the testing to us as part of the nbn™ fault process Why is it important to run an isolation test? An isolation test is an important part of the testing steps that are undertaken to assist in determining where the cause of a fault of quality of service issue may lie. This test is known as a "bread & butter" test as once performed it gives a definitive direction of what is causing the fault, ...  See more →

• High Speed Plan Hardware Compatibility

  This article will explain what you have to consider when upgrading to a high speed plan High speed plans are any plan that exceeds 100Mbps Your router will need to be able to support the higher speed Cabling is another important factor that may limit your ability to hit the high speeds Compatibility Routers Any plan that exceeds 100Mbps will require a router or modem/router that can support higher speeds. The WAN (Wide Area Network) port on your router will be rated at a specific speed, m...  See more →

• I can't connect to the internet, What can I do?

  No connectivity troubleshooting help This article will go over some troubleshooting steps if you're unable to connect to the internet Is this the first time you're connecting to Superloop Has your internet dropped out and you can't get back online? Is your NBN Connection Box online Can't connect to the internet? Is this your first time connecting to Superloop? If this is the first time you're connecting to us, you will need to have a compatible router or modem/router for the service. We d...  See more →

• CG-Nat (Carrier Grade - Network Address Translation)

  Superloop Services and CG-NAT This article explains what CG-NAT is and if Superloop have this enabled on our services. What is CG-NAT? Carrier-grade NAT (CGNAT, also known as large-scale NAT), is a method of sharing a single unique public IP address with multiple services to allow providers to extend their pool of usable IPv4 addresses. This means your modem or router will be assigned a private IP address instead of a unique public IP address. Our network will then translate that into a share...  See more →

• Port Forwarding / Blocking

  Port Forwarding Breakdown This article contains information relating to Superloop's current network configuration on Port Blocking and Port Forwarding. What is port forwarding and blocking? Port forwarding is a technique that is used to allow external devices access to computers services on private networks. It does this by mapping an external port to an internal IP address and port. You can find out more about what port forwarding is here Does Superloop Block or restrict any ports? Superlo...  See more →

• Superloop DNS Server Information

  Superloop DNS information this article contains Information relating to Superloop DNS Servers and Recommendations. DNS Server Information It is recommended to use the Superloop DNS servers. You do not need to manually assign these addresses in your router, simply selecting ‘Get DNS Server Automatically’ (or similar) will automatically assign your router or modem router the above DNS servers. IPv4 Primary: 119.40.106.35 Secondary: 119.40.106.36 IPv6 Primary: 2401:380:1::61 Secondary: 2401...  See more →

• Checking the Members Area for the latest planned or known unplanned disruption information

  Checking the Member's Area for the latest planned or known unplanned disruption information This article explains how to check the Member's Area for the latest planned or known unplanned disruption information If you are unsure how to login to the members area please click here and follow the steps, if you have already logged in to the Superloop Members Area, please continue below. Checking the Members Area for the latest planned or known unplanned disruption information As soon as you lo...  See more →

• Checking a current planned or unplanned disruption on the NBN Network

  Checking the NBN Co website for known disruptions This article explains how to check the NBN Co website for known disruptions at your property. How to check a current planned or unplanned disruption on the NBN Network Sometimes your service can be impacted by an NBN Disruption. Disruptions are often planned in a particular area for maintenance or improvements to the network. Things unfortunately can also go wrong and this can lead to an unplanned disruption. NBN has a convenient tool on their...  See more →

• Check for known unplanned network disruptions

  Superloop disruption status page  You can find out more specific information on your service here   Current unplanned disruptions: There aren't any current, unplanned service disruptions.Recently resolved disruptions (Last 24hours): Grafton - 2GRN Superloop can confirm that the network outage effecting the 2GRN POI has now been resolved, and all services should be restored.                          Next Steps: Affected by a resolved outage but still offline? Check out some of our ...  See more →

• Superloop's Flood Relief Policy

    If your nbn® home broadband service has been, or is currently, impacted by the QLD or NSW floods, you could be eligible for a flood relief credit to help you during this difficult period.  If your service has been impacted for more than 24 hours you can claim one month free. Please call us on 1800 844 959 or email disasterelief@home.superloop.com by 20th May 2022 to request a credit. If you have had to evacuate your home, we will do our best to tailor relief to suit your individual circumst...  See more →

• Changing your payment method

  Changing your payment method This article will detail the different ways you can change the payment method on your Superloop account. Things to note If you have signed up your service on a promotion that requires a Credit/Debit Card on file for the duration of the promotion, you will only be able to update the card details. If you wish to change your payment method to BPay, you will have to make the payments through your bank/financial institution. The BPay Biller Code and your account spec...  See more →

• Superloop Invoice Payment Methods

  Superloop supported payment methods This article contains the supported payment methods you can utilise to pay your invoice. Credit or Debit Card (Visa or MasterCard) You can pay an invoice by logging into your members account online here or you can give our friendly billing team a call on 1800 57 87 37. Automatic Debit You can add a Credit or Debit card to your account for automatic billing. You can do this by logging into your members account online here or you can give our friendly billi...  See more →

• How Superloop Invoices and Billing works

  Superloop Invoice and Billing This article will detail how our Invoices and Billing system works Key points: Services are billed in advance and are non-refundable Your billing cycle anniversary date will be the day of the month your service became ready for use Invoices will be generated 14 days prior to your billing cycle anniversary date Billing Services are billed one month in advance and are non-refundable. Your billing cycle anniversary date will be the day of the month that your ser...  See more →

• You Have Stopped Using Superloop, Why Are You Still Receiving Invoices?

  Transferring away from Superloop This article contains information on what to do if you're still receiving invoices for a Superloop service that you have stopped using. Key points: If you no longer intend to use your Superloop service, you must let us know via telephone as we do not know when you intend to stop using you service unless you tell us If you have relocated address, you must let us know as we do not know when you moved homes and will leave the connection running as normal until...  See more →

• What to do if you've missed a payment

  Missing payment guide This article will detail what to do if you have missed a payment Key Points We will send an SMS to the number listed on your account to notify you that the invoice is overdue if you do miss a payment Payments can be made through the member's area An extension may be requested if required Missed Payments If you have missed a payment, that is ok. If you have missed a payment, here are the options available to you: If you are wishing to pay the invoice via a Credit or ...  See more →

• Pay an invoice in the Members Area

  Paying an invoice in the Member's Area This article explains how to pay an invoice in the member's area, if you have one due. If you are unsure how to login to the members area please click here and follow the steps, if you have already logged in to the Superloop Members Area, please continue below. How to pay an invoice in the Member's Area To pay an invoice first click the Billing button at the top of the Member's Area main login page. Once you have navigated to the billing page you sh...  See more →

• How do I change ownership of an account?

  Change of Ownership This article will explain how to change the ownership of your account Changing ownership Changing the ownership of your account to another person is unfortunately not as easy as just changing the account owner on the account. As all the information on your account is private and you are legally responsible for that account, a new account; under the new owner's name must be created. You will need to contact us and give permission for the new account owner to take over, th...  See more →

• Superloop Complaint Handling Policy

  Complaints Handling PolicySuperloop’s Values At Superloop we pride ourselves on our reputation as being one of the best, most customer friendly, internet service providers in Australia. However, we understand that things do not always go as planned. It may be that you don’t agree with your bill or perhaps the staff member you contacted did not address your concern correctly. Whatever your concern may be, we want to hear about it.It is your right to complain and this feedback helps us to conti...  See more →