We all now know Superloop has a bullshit 30- day cancellation policy. But did you know that if you cancel the service in the middle of your billing cycle you will now not receive a prorated invoice. That’s right. You will be charged for the full invoice even for the days your service was inactive. They expect you to call the billing team and request for the refund instead of this happening automatically.

To explain this further.

Today is the start of your new billing cycle. You call Superloop to cancel the service. They tell you about the 30d but mention TIO and ACCA and manage to get the cancellation placed for the 5th of August cuz that’s when you want it to be cancelled. When your invoice gets generated it gets generated for the full invoice and you will be charged for tje full billing cycle up to the 22nd/21st of August even though it was cancelled on the 5th.

With any other provider this would happen automatically, but not with Superloop.

inputs - current monthly bill, and optional speed. It estimates savings over the next 12 months switching to a similar-speed plan based on real plan data. It supports NBN plans, and is independent.

https://tellmewhen.com.au/

If you try it, I'd love to know whether the recommendation is useful, confusing, or what you'd change.

-
edit: implemented with ai. The focus is helping decide whether switching internet plans is worthwhile, starting with potential savings. Feedback welcome

Hi all,

Forgive my lack of knowledge, but I am trying to connect the NBN HFC box to what I thought would be the coaxial outlet. Does this need some sort of adaptor? Thanks in advance.

Posting to add to the list of reasons to never sign up with superloop for NBN again, and hopefully save someone from the same.

As many know they require a 30 day notice period for cancellations. Many people dispute this, but I am a risk averse person and decided it would be easier to just do what they want.

Sent cancellation request via their awful bot, bot responds and confirms the 30 days. I get an email confirming it as well.

Arranged my new connection to start the next month.

1 month later and they send me a 30 DAY INVOICE! You need to give 30 days notice blahblahblah.

Spend the next hour of my life with their awful support. "The notice you gave previously was not recorded in our system"

Forwarded the email I was sent a month earlier.

They very generously agree to cancel the same day.

It seems even if you do what they ask, they'll still try and cheat you out of an extra month. Makes me wonder what would have happened if it was an older person or someone less inclined to fight it.

TL;DR, make sure that if you give these crooks 30 days notice that you get it in writing.

Was throwing out some ewaste and tested these, all the optus ones are dud but I have "Unlocked" written on them. Should I install the antenae on it, or just wait until the service is bad? Is it like a phone where it automatically knows the apn and other settings needed? I'm in Tas and none of the telcos offer "4g/5g mobile broadband" here. The router I have is this one, I'm told some telcos use bands that it doesn't support?

Decided to try SpinTel, and it’s been an bloody disaster. I signed up on their site and specifically set my connection start date for August 27th since I'm heading overseas soon. I put in my payment details, hit confirm, and the site immediately crashed with a 404 error.

I jumped on their live chat just to check if the order actually went through. I explicitly mentioned my August 27th start date to the rep. They confirmed I was in the system, but when I pushed for a simple confirmation email so I had a paper trail, they gave me the runaround and said I'd get one "when the order is active."

Next day I get an email saying my connection has been transferred immediately. They completely ignored my requested date and nuked my existing, already-paid-for connection with my old provider.

I called their offshore support team, and they immediately started gaslighting me. They kept trying to blame me, claiming the August date "wasn't in their system." I told them to pull up the chat logs from the day before where their own rep literally confirmed my details, but they just played dumb. Their only "help" was telling me to go crying back to my old ISP and ask them to reconnect me (which my old provider couldn't do anyway, because SpinTel had already forced the cancellation).

After going back and forth and waiting ages, a "manager" finally calls me back. They give me the exact same script—still blaming me. Their brilliant "resolution"? A pathetic $10 credit, on the condition that I pay SpinTel now for access until I leave the country, and they'll "pro-rata" it when I get back.

Why the hell would I pay twice out of my own pocket for their massive screw-up? Why would anyone stay with a company that breaks your internet, refuses to look at their own chat logs, blames the customer, and then tries to charge you for the privilege?

Offshoring their support is really doing wonders for them. Incompetent, useless, and completely unaccountable. Save yourself the headache.

TL;DR: SpinTel ignored my future connection date, immediately killed my existing internet, gaslit me over their own system error, and then expected me to pay them to fix it. Do not use them.

Good evening NBN community,

I'm from WA and just bought a house in Bayswater, with settlement on August 7th. Very excited, but I may have stuffed up.

I bought this property on the word of the owner and the property manager, who both told me the house is "NBN ready" not connected, but ready to go. I didn't really bother to double-check, as I was too busy getting everything else sorted for the house. All the paperwork has been pretty stressful.

That said, I did check with Aussie Broadband (which is what I currently have at my place in Bassendean on a 1000/100 FTTP connection, very happy with it, and since I work in IT and mostly work from home, it's been great). They told me this house doesn't appear on the NBN website and that I'll need to lodge a new development request to get it registered.

The property is on a block with 3 houses, I'm at the back, and the house at the front is already connected via FTTP, so in theory everything should be fine. But what I really want to understand is: what are my likely costs beyond the ~$600 new development registration fee? I really don't want to end up digging up the driveway and blowing out the budget.

How would they typically run the cable to my house? The house is only 3 years old, so I'd assume they would have run everything properly down to my place already. If they're saying it's "NBN ready," I'd expect there to at least be a conduit running down to the property — is that a fair assumption?

I get to do my final inspection on Wednesday, so I just need to understand what I should be looking for, and what costs I might be up for down the track to get everything connected properly.

Any help would be much appreciated. Thanks!

The entire cable between the ntd and pcr(?) is strung downstairs with no supports, just tacked to the ceiling every few metres. Then within the ntd the bare fibre is completely exposed, unjacketed. My understanding is that I can't get nbnco out here until it fails? I even showed them the bare fibre once and they said it's fine, even though an installer disagreed with that.

As for preparing for it happening, I guess mobile hotspot/modem with 4g failover? I have a number of isp-supplied routers with failover but I can't depend on that... I DO have a non-isp router with 4g failover but what's the cheapest way to confirm it'll work on all networks? Just get a $2 telstra/optus sim? Will I have to set the apn and everything else? What about one of those isp-supplied failover router with a purchased sim card from that router?

I do have a Belong sim I could use, but I really really need to not break it and it's a nano sim, and ALL these routers accept micro or full sim only. Thoese micro to nano adapters can kill sim cards and I know of no other "safe" adapter.

So, we had had the NBN out to upgrade from FTTN to FTTP. It's an apartment and they basically said there's no way to get the NTD inside the apartment and can install it outside in our semi-sheltered lockup. We then need to employ a licenced cabler to cable back from there to the mdu to connect to the apartment. (The MDU is in the same box as the hot water pump!). But when the units were built it seems the cabling going back to all the units (on the right) was trimmed pretty aggressively before disappearing up quite a small conduit. There's a longer blue cat5e that's not connected to anything! So is getting a female cable on this doable for our connection doable (it's pretty much all strands)?!

Hi there,

I'm the owner of a unit, with no strata in place. There are a total of 4 units, with 3 of us sharing a driveway and the 4th having a separate driveway.

I've contacted NBN to ask about the process for upgrading (happy to pay the $275) but they're asking for the ABN for the property and the strata manager's details.

Does anyone know what my options are? I just want fast internet. There's no shared spaces besides a driveway.

Located in Perth
Current tech: FTTN Upgrade available: Soon Tech Change Status: MDU Complex Eligible To Apply (FTTP) Program Type: Customer-initiated N2P MDU Complex

Service Class: 13

I recently switched from Superloop (had to provide 30-day notice before cancelling) to Neptune after seeing some positive reviews (but mostly for the straight-forward CGNAT opt-out option).

I signed up for my parents on Fri 17/Jul on the 25/10 Mbps plan (FTTN, very light-use household, mostly web browsing during the day and 1080p Netflix/Plex streaming at night). Neptune provide 5-day trial period, and only bill on day 6 (Wed 22/Jul). So I thought "let's try 100/20 Mbps - the base FTTP speed and see if parents notice the speed difference and future upgrade would be beneficial". So I did that during midday Sat 18/Jul on the Neptune portal, the plan switch was painless and quick, took 3 minutes of disconnect and reconnect without intervention.

After 1 day, I asked my parents if they noticed speed difference. They said no, fair enough, so no I switched back to 25/10 Mbps plan on Sun 20/Jul. However, the portal now display the bill I'd have to pay on Wed would be of the higher 100/20 plan. So I thought maybe because it was Sun the switch back to lower plan is queued on the billing system, so let's wait until Monday.

Here we are today, around 11am I jumped on Neptune portal and still see the billing being stuck. I used the chat box on the portal, told the AI chatbot the situation, and within 3 minutes was connected to an agent (Angus). He solved the stuck billing issue in 1 minute!

I had initial billing issue with Superloop 2 years ago when I switched to them (didn't honour the full 6-month promotional period after we signed up for VoIP, then dropped the landline, the billing was overlapped and double paid in some months). Back then I also used the Superloop chatbot, connected to the agent in the chat and given a new promo code, and had to call customer retention team to apply that code to my service, was a bit of a pain. Had to contact Superloop to opt-out of CGNAT as well, wasn't as straight-forward

Neptune also provide a few more options on the Portal more than most other ISPs I've been with:

- IP Address & CGNAT Controls

- Atmosphere DNS (Built-in Blocklists)

- VPN Options & Traffic Shaping

- Real-time Diagnostic Self-Testing (reset port and connection)

Definitely would recommend to people who like options/tinkerers.

==>TL:DR: Signed up with Neptune, during 5 day-trial period, switch to higher plan for 1 day, switched back. Had billing issue, Neptune help-chat fixed it in 1 minute. Neptune give me lots of toggles, I like.

I need to connect my modem to the port of this box. Do I unclip it by sliding down on it or pulling it off? I tried a slight pull but I stopped. what’s the way to open this bit?

Long story short, optus used to put people on a plan for a gimped (But still excellent) asus router. Although you can't update the firmware without being on optus. I procured 2 of these. One I successfully flashed, putty'd and shelled my way into. The other has been sitting in a closet for years. My router password actually got compromised, so I reset to factory defaults. I then updated it to the latest asus merlin 3rd party firmware. Factory defaults made me lose the extra features but I don't use them anyway. I do not want to unplug my wan to test it because my uni-d to ethernet cable is too brittle to be replugged and the ntds' shroud is stuck on TIGHT.

NBN have been three times, over four weeks. They will have to come back because it is still not connected properly. The overhead wire comes down the wall and runs through the grey box but isn’t fixed. I wasn’t here the last time they came. I am so mad at how it looks. I would appreciate your opinions. I think it looks awful. Can I ask them to improve how it looks?

Edit Update. NBN came back and finished the job and we asked them to remove the conduit. He redid the wiring and attached it to the door frame. It looks so much better. Pic in comments.
Edit. Sorry. Can’t add photo in comments. But it looks good.

I have NBN in two properties and used a few Companies over the Years

I can not recommend Swoop Internet Enough
Amazing service -
$72 a month for the first 6 Months on 500/50 mbs speeds

They also have some awesome Cheap SIM card deals
Thank me later

I just moved into a new unit that has HFC on it. My previous place also had HFC so I'm familiar with the NTD and I know that it remains with the house.

However, the NTD in the new place seems to have an incorrect MAC address compared to what the Superloop have told me to look for.

I contacted Superloop support and they said the actual NTD seems to be online and the existing NTD at this new place is for some other address. I asked them to update the MAC on their end but they can't see to do that. I then asked if they can order a new NTD but the agent said he is unable to do that and they can send a nbn tech to my place but the next appointment is on 27 July. That means I'll be without internet for basically 1 week?!

Can't they or the nbn tech update the MAC to my address? Is it necessary for a new one to be ordered or a tech to be sent?

Can anybody help me with this, can this be done myself, im really poor

Hey guys, I've just bought my first apartment and moved in. It's an amazing place and I'm stoked with it. However despite the premises being listed by as FTTC, there is no wall socket in the apartment to plug the NBN box into.

Interestingly when I moved in, the NBN box assigned to the apartments was still in the box unopened from when the original upgrade happened back in 2017/8. I spoke to the Strata manager who lives upstairs and he showed me he has the wall socket in his apartment. He contacted the old tenants who said the plug was in the study but it quite simply is not there. There are 2 dual power plug sockets and a telephone socket with an adaptor, there a 3 others f the same telephone socket with adaptor in the apartment elsewhere. The real estate had the apartment painted, carpet replaced and a few other touch ups done for the sale, I am now wondering whether they replaced it with a different socket as part of the touch up.

What are my next steps to getting this sorted? I would just get 5g Wireless broadband but no providers offer it to my address

Specifically the Joondalup area. But I’m open to anyone. So about a month ago I had a small power outage. Everything came back in within 3 hours, except the nbn… and it was really weird because looking at the outage map it only affected our street yet the main building that supplied internet to 4 suburbs was listed as completely offline. Trying not to doxx myself here, but if anyone on the slim chance had a similar experience in the Craigie/heathridge area in WA I would love to hear what happened to you

EDIT 1: just realised after posting…
Internet took a week to come online again. And that was after countless calls to both my isp and nbn

So recently my nbn power supply stopped working. Not sure what's happened but the house is like 20 years old so probably just end of life.

The lead battery for it had started swelling up so I just used without it.

Anyway I contacted my isp (Southern phone) but they said that power supply is not their responsibility. I ended up just going to jaycar and buying an adapter.

Not a bad outcome. It was like 30 bucks and I need my Internet for work so wouldn't have wanted to wait.

But just wondering could I have pushed and gotten my isp to fix it? My understanding was all the equipment is owned by them and their responsibility to maintain.

Hey all, tried the advice given in the prior thread and rang Dodo support, got the router properly set up but run into another issue, but still kind of the same. Turned out they needed me to set up a PPPoE connection and never gave me the credentials or really any knowledge of this being the fact. Photos included this time.

If I connect UNID1 to the WAN port on my router, it works. The issue is, it’s 2 floors below and I can’t leave it there, the range is just not long enough for it to work. It’s unusable, nothing can even see the network. I had a peek into the NBN boxes next to mine in the same block, and they all look exactly like my one in the picture.

In the apartment, there’s two Ethernet ports in the wall. Nothing works when I connect the router, or my laptop via Ethernet. It did work when I plugged the laptop straight into UNID1, but that can’t be the fix, right? Dodo suggested I get a longer cable and run it into my apartment up 2 flights of stairs or invest in a mesh extension system, but again, no other NBN boxes for my block have a router stuffed into it.

Any advice is welcome, as I’m completely stumped.