Superloop - Support

Frequently Asked Questions

Technical Support

Router and Modem Router manufacturers all have their own unique interface designs which are constantly evolving and changing, meaning that there’s no ‘one size fits all’ set of instructions that will apply to every make and model router or modem router out there.

For those who are a bit more tech savvy that want a quick reference, the required connection settings are below.

Important: These settings will be applicable to all new, recently activated, and most existing connections. However, there are a few legacy connections on our network which use alternate settings, if the below settings don’t work for your connection, please contact our technical support team at support@home.superloop.com or 1800 10 12 10 to request your connection details or to be migrated to the new connection settings (if possible).

Quick Reference: Router or Modem Router Settings for an nbn™ Connection
  • Internet Connection Type: Dynamic (IPoE)*
    * Dynamic IP (IPoE) is sometimes referred to as Automatic IP or DHCP. In Netgear devices, select No to the ‘Does your internet connection require a login?’ configuration option.
  • VLAN (802.1q): Disabled
  • VLAN ID: N/A
Specific nbn™ Technology Type Settings

(Operation mode only applies if you’re configuring an xDSL Modem Router, a standard WiFi Router (non-modem) will not have an operation mode option, and is a Wireless Router by default).

  • FTTN*
  • DSL Modulation Type: VDSL/VDSL2 (PTM)
  • WAN Port: xDSL (RJ11)
  • Operation Mode: DSL Modem Router Mode
  • FTTB*
  • DSL Modulation Type: VDSL/VDSL2 (PTM)
  • WAN Port: xDSL (RJ11)
  • Operation Mode: DSL Modem Router Mode
  • FTTP (/FTTH)
  • WAN Port: Ethernet WAN (RJ45)
  • Operation Mode: Wireless Router Mode
  • FTTC
  • WAN Port: Ethernet WAN (RJ45)
  • Operation Mode: Wireless Router Mode
  • HFC
  • WAN Port: Ethernet WAN (RJ45)
  • Operation Mode: Wireless Router Mode

* For nbn™ FTTN and FTTB, it is also recommended to enable SRA (Seamless Rate Adaptation) if your VDSL2 Modem Router supports it.

Quick Reference: Router or Modem Router Settings for a Superloop Fixed Wireless Connection
  • Internet Connection Type: PPPoE (The Superloop username and password created at the time of signup are used as your PPPoE username and password).
  • Operation Mode: Wireless Router Mode (Operation mode only applies if you’re configuring an xDSL Modem Router. A standard WiFi Router only (non-modem) will not have an operation mode option, and is a Wireless Router by default).
  • WAN Port: Ethernet WAN (RJ45)

There has been a trend over the past few years which has led to a lot of people calling their home internet connection, their ‘WiFi’. However, ‘WiFi’ and ‘Internet Connection’ aren’t synonymous terms. The ‘Internet Connection’ is the external network connection to the property, which is provided by the network Wholesale Service Provider (typically NBNco) and or Internet/Retail Service Provider (Such as Superloop), whereas ‘WiFi’ is simply a wireless radio signal generated by a Router or Modem Router within the home or business which allows local end devices (Laptop, Phone, iPad, etc.) to connect to the Router or Modem Router without needing an Ethernet Network Cable (wired connection).

You may have heard about something about ‘WiFi Interference’, but what is it and how does it affect you?

WiFi interference is a very common problem. The majority of technical support queries we get each day regarding speed issues (and sometimes dropout issues) are due to radio interference occurring between the router or modem router and the end device over the WiFi signal.

As per the above diagram (in ‘What is WiFi’); WiFi isn’t your internet connection, but is simply just the method of connecting to your router or modem router without needing to use a physical cable. The way this works is by using some of the radio spectrum/frequencies in the 2.4GHz range, and also in the 5GHz range (if you have a newer ‘dual-band’ WiFi router or modem router). However, one of the drawbacks of using radio to transmit information, is that it’s sensitive to interference from other sources of radio broadcasting in the same frequency range. Most commonly, the primary source of WiFi/Radio interference is your neighbours WiFi routers or modem routers broadcasting on the same WiFi channel that your router or modem router is using to transmit your data.

Again, WiFi interference is the most common cause of speed and dropout issues. If you’re currently experiencing those issues, it’s more than likely WiFi interference. One way to test this is to connect a laptop or desktop PC to your router or modem router with an Ethernet Network cable and re-test your service speeds. If your speeds are nominal over a wired connection, but are fluctuating/slow over a wireless connection, it is likely interference.

But what can you do? One thing you can try is changing the Channel Width and Channel of your WiFi bands. In order to do this, you will need to access your router or modem routers configuration interface. If you’re using a Superloop provided router, you can do this by typing 192.168.0.1 or 192.168.1.1 into your web browser’s address bar (if you’re using a BYO router or modem router, one of those numbers might work, otherwise you will need to contact your hardware user guide or manual). At the login screen, type admin for the username and the password (if admin doesn’t work for the password, try password or your mobile phone number). Once you’re logged into your hardware’s configuration, you will need to locate your wireless settings and change the following settings:

Wireless 2.4GHz
  • Channel Width = 20MHz (this will be set to Auto or 20/40MHz by default)
  • Channel = 1 or 6 or 11 (you will need to save and test each of these channels to find the one that performs the best for your local area)
Wireless 5GHz

(will only be available if you have an 802.11ac dual-band router or modem router)

  • Channel Width = 20MHz or 40MHz (Will be on Auto or 20/40/80MHz by default. Pick 20MHz if you are surrounded by a lot of other WiFi networks in your local area)
  • Channel = Auto (the channel doesn’t matter so much for 5GHz unless you’re surrounded by a lot of other WiFi networks in your local area. If so, try cycling through the available channels, saving and testing each one to see which performs the best)

Your WiFi settings, such as the WiFi Network Name and the WiFi Password, are controlled entirely by your Router or Modem Router. We have no remote control or access over your hardware configuration settings.

This means that we do not know what your WiFi password is. If you are using the factory default settings, the WiFi network name and password will likely be noted down somewhere on the Router or Modem Router itself (usually the underside – where all the product information is).

If you aren’t using the factory default WiFi settings, you will need to log into the Router or Modem Router’s configuration interface with a device already connected to the WiFi, or with a Laptop or Desktop PC connected directly to the Router or Modem Router with an Ethernet Network Cable, and locate the WiFi password that way (you may need to refer to your Router’s or Modem Router’s User Guide/Manual on how to access the hardware’s configuration screen).

  • Primary: 119.40.106.35
  • Secondary: 119.40.106.36

It is recommended to use the Superloop DNS servers. You do not need to manually assign these addresses in your router or modem router, simply selecting ‘Get DNS Server Automatically’ (or similar) will automatically assign your router or modem router the above DNS servers.

It is not recommended to use non-Superloop DNS servers, as this may cause your web traffic to take unpredictable routes which may result in your connection ‘feeling’ slower as websites may take longer than usual to load.

Superloop does not have CG-NAT implemented on nbn™ or Superloop Fixed Wireless connections.

Superloop does not block any ports at an ISP level.

As port forwarding is not crucial to providing an internet service to the property, Superloop technical support agents in the contact centre are not trained to manage port forward queries.

We’d suggest getting some help from a IT Networking professional, or locating some information online regarding forwarding ports. One such website which might be of assistance is https://portforward.com/

Accounts & Billing

  • 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 10 12 10.
  • 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 billing team a call on 1800 10 12 10. You will still receive a copy of your invoice ~14 days before the due amount is automatically deducted on the due date of the invoice.
  • BPAY: You can pay an invoice using the BPAY details located on the bottom of your invoice. Please note that BPAY can take up to 5 (Five) business days to process before the payment is provided to us and is applied to your account.

Service(s) are billing in-advance and are non-refundable. Your billing cycle anniversary date will be the day of the month that your service first became ready-for-use. For example, if your service was activated on the 5th day of the month, your internet quota reset date and the due date of each invoice will be the 5th day of each month. You will generally receive your invoice ~14 days prior to this date (with the exception of the first invoice, as we don’t invoice you until your service is confirmed active and working).

It is always recommended to contact your old provider after you have ported or churned your service(s) to us, just to confirm that your account is set to be finalised and any billing arrangements you had with them have stopped. We are unable to contact, or discuss your account information, with your previous provider on your behalf and/or request to have your account closed, even in the case of a service churn or port.

At Superloop, we pride ourselves as being one of the best customer friendly ISP's in Australia. However, we understand that sometimes things do not always go as planned, whether you are experiencing financial hardship, or have moved to an area we cannot service, whatever it may be; it will be sad for us to see you go.

To request a disconnection, please call 1800 10 12 10 to discuss your available account options with one of our friendly staff members.

Pro-Rata / Refund Information
  • Services are charged monthly, in-advance, and will remain active until the last day of the current billing period. Because of this, Superloop does not offer pro-rata refunds of service if you request to disconnect your service(s) part way through your billing period.
  • If you require the service to be disconnected immediately, we can force an early disconnection, although any unused amounts will not be refunded to you. It’s important to consider this as once the service is disconnected, we will be unable to reconnect it for the remainder of the billing cycle. If you need the service reactivated, you will charge for a full month of service starting on the day the service reactivated.
  • If you intend to request to discontinue your service at a later date, it is important to consider this information. If you have been invoiced for the next month in advance, but have not yet entered that billing period, you must request to have the service disconnected before the commencement of that billing period and the corresponding invoice for that period will be cancelled, otherwise if you enter the new billing period, the full month charge will be valid and non-refundable.

It is very important to contact us to let us know that you have ported or churned your service(s) to another provider. Other providers are not permitted to make any requests or cancel your service(s) or account on your behalf. We can only accept requests from the Account Owner to close accounts and end any billing.

We will only disconnect a service when we have been explicitly and verbally requested to do so by the Account Owner. There are many reasons as to why someone has stopped using their service. Whether it’s because they have moved house, changed service providers, or have simply gone on holiday. It’s not for us to judge or decide whether a service should be disconnected; that is the Account Owner’s decision (except in the case of debt recovery or credit management).

NBN

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 connection will be established to the Superloop domestic and international fibre network, and your request will be routed to its destination over the Internet. The destination content server will respond with the requested data and send it back to you over the Internet, the Superloop network, the nbn™ network, and finally to your router or modem router, which will forward the data onto the device that originally requested it.

What is FTTP (or FTTH)?

Fibre-to-the-Premises (or Fibre-to-the-Home) is the nbn™ connection type where NBNco runs a fibre optic cable directly into a home or business which terminates to a piece of nbn™ equipment known as a Network Termination Device (NTD). You can then connect a standard home wifi router to the NTD to provide local connectivity to your devices.

What is FTTN?

Fibre-to-the-Node is the nbn™ connection type where NBNco installs a fibre backhaul connection to a nearby communications cabinet in your neighbourhood, known as a node. Your home or business is then connected to this node by re-using the existing copper line that once connected your premises to the public telephone network. The nbn™ termination point is the junction box on the outside of your property, or the first (usually the closest to the front of the building) telephone socket in-side the premises. You will need to connect an nbn™ Compliant VDSL2 Modem Router to the primary telephone socket, which will then provide local connectivity to your devices.

What is FTTB?

Fibre-to-the-Building is an nbn™ connection type very similar to FTTN, where NBNco install a node somewhere (usually in the basement or communications room) of a high-rise building or complex. From there, each apartment or unit utilises the existing telephone network in the building to connect back to the node. The nbn™ termination point in this instance is the nbn™ side of the building's MDF (Main Distribution Frame). You will need to connect an nbn™ Compliant VDSL2 Modem Router to the primary telephone socket, which will then provide local connectivity to your devices.

What is nbn™ HFC?

Hybrid-Fibre-Coaxial is the nbn™ connection type where NBNco re-uses the existing Pay-TV/Cable network that was already in-place in many (but not all) areas of Australia. NBNco installs an NTD (which is simply a cable modem – which remains the property of NBNco) in the premises which serves as the nbn™ termination point. You can then connect a standard home wifi router to the NTD to provide local connectivity to your devices.

What is FTTC?

Fibre-to-the-Curb is the nbn™ connection type where NBNco runs a fibre optic cable into the 'pit' just outside of your house, the fibre is closer to your house than FTTN is, but not as far in as FTTP. Your home or business is then connected to a DPU (Distribution Point Unit) in the pit by re-using the existing copper line that once connected your premises to the public telephone network. NBNco installs an NCD (Network Connection Device – which is simply just a VDSL2 Modem, which remains the property of NBNco) and connects it to the primary telephone socket in the premises, which serves as the nbn™ termination point. You can then connect a standard home wifi router to the NCD to provide local connectivity to your devices.

For most people, the short answer is yes. Eventually, the existing copper telephone network, which provides basic telephone and ADSL internet services, is going to be discontinued (this period of time is generally 18 months after an area becomes ready for nbn™).

However, this only applies if you are actively using the copper line for either telephone or ADSL internet or both. If you currently have a Superloop Fixed Wireless connection, you will not need to switch over to the nbn™ network as the Superloop Fixed Wireless network is run, owned, and maintained by us, completely independent of the copper network, and will be unaffected by the copper telephone network shut-off.

For most connection types, nbn™ speeds can manage up to 90-100 Mb/s (megabits per second) download speed! To put that into perspective, ADSL1 speeds can only reach theoretical speeds of up to 8 Mb/s, and ADSL2+ can only reach theoretical speeds of up to 24 Mb/s. Before the nbn™ rollout, the Australian national ADSL/ADSL2+ speed average was around ~6-8 Mb/s.

There are a few main residential speed tiers that NBNco offer (however Superloop only offer some of them):

  • nbn12

    NBN Port Speed: 12 Mb/s Download and 1 Mb/s Upload.
    (Superloop does not offer this nbn™ port speed)

  • nbn25

    NBN Port Speed: 25 Mb/s Download and 5 Mb/s Upload.
    (This port speed is offered with a typical evening speed of 22.2 Mb/s Download)

  • nbn50

    NBN Port Speed: 50 Mb/s Download and 20 Mb/s Upload.
    (This port speed is offered with a typical evening speed of 44.4 Mb/s Download)

  • nbn100/20

    NBN Port Speed: 100 Mb/s Download and 20 Mb/s Upload.
    (This port speed is offered with a typical evening speed of 90 Mb/s Download)

  • nbn100/40

    NBN Port Speed: 100 Mb/s Download and 40 Mb/s Upload.
    (This port speed is offered with a typical evening speed of 90 Mb/s Download)

What is the 'Typical Evening Speed'?

The 'typical evening speed' is measure between 7pm and 11pm at night. It is a measured typical average across our network for each Superloop nbn™ connection during those times.

What About the Speed of Copper-based nbn™ Connection Types?

Copper based services such as FttN, FttB, and FttC are unable to perform better than the maximum line speed available at the premises. Unfortunately, we are only able to run line speed tests on active services, so we won't be able to provide an accurate speed estimate to your property before a service is connected.

Since 01 April 2016, NBNco have introduced a $300 New Development Fee which is to be charged for all new nbn™ connections in the following instances:

  • The very first nbn™ service activation at a property that resides in an nbn™ 'New Development' area (such as in a brand new estate with no pre-existing telecommunications lines or infrastructure), and
  • For new connections in a pre-existing nbn™ enabled area where a developer has increased the amount of properties at a given location since nbn™ was ready for service in that area (for example; if an existing property is demolished and the land is sub-divided to make way for a duplex or block of units).
What if the NDF was paid to a previous provider, does it need to be paid again?

No. However, NBNco might ask for proof that this fee has been paid once before. If NBNco decide that a premises requires an NDF payment, we will have to provide them with either the $300 or a receipt showing that the fee was paid to a previous provider. If a receipt does not exist, then you may be obligated to pay the NDF to NBNco again.

If you are developing a new property (such as building a house), you will need to ensure that you, your developer, or your builder completes the nbn™ New Developments process. This process is required by NBNco in order to assign your property a Location ID (LOCID). Without a LOCID assigned to your property, we are unable to place an order with NBNco.

The nbn™ network is currently being rolled out progressively, and the current goal is to have the network completely rolled out to 98% of all Australians by 2020. However, even then there are some areas where nbn™ isn't available, such as very rural areas, or areas which are already being provided by a third party fibre provider. You can check to see if your property is Superloop nbn™ serviceable here*. Otherwise you can check directly on the NBNco website here*.

* Superloop does not offer services over the nbn™ Fixed Wireless or nbn™ Satellite connection types.

If your address requires an nbn™ appointment, then you or somebody over the age of 18 must be present for the entire installation, to; let the NBNco technician in, and to agree on where the equipment and infrastructure is to be installed inside the premises, as you have the right to suggest a location where the equipment will be (as long as it's a suitable location).

In some cases, an nbn™ technician will need to perform work out in the street, such as 'jumpering', but not need to attend your property. In this case, you generally don't need to be in attendance. Once you place an order with us, we will advise whether you need to home or not.

If your address doesn't require an appointment, but simply a remote activation, then nobody will need to be home.

Unfortunately, we are unable to give a more specific timeframe. Technicians may have multiple jobs within the 4-hour time window, and we are unable to advise exact arrival times.

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.

To reschedule your nbn™ appointment, please contact our friendly support team on 1800 10 12 10.

From time to time, due to issues outside of Superloop control, your NBNco technician may miss or delay your nbn™ installation. This could be due to a variety of reasons, such as the NBNco technician being held up at a previous job which turned out to be complex, it could be due to OH&S issues (such as unsafe weather conditions or dangerous physical conditions present at the site; such as wood rot, asbestos, or exposed cables), or simply because of a personal or private reason.

Typically, you will know there is an issue with the nbn™ installation appointment before we do, as we only get notified by NBNco there has been a problem after the installation time window has passed.

Generally, if the appointment is missed or delayed for whatever reason, we will have to reschedule the appointment for a later date. The available times and dates are completely outside of our control; NBNco will present us with a list of installation times and dates, and we will normally select the next available appointment from the availability options (unless otherwise specified by you if you have a preferred day and time bracket).

Important Considerations
  1. If you believe that your appointment was missed or delayed, please wait until after the appointment window has lapsed (aka – after 12pm if you had an 8am-12pm appointment, or after 5pm if you had a 1pm-5pm appointment) before contacting us as we will need to wait for NBNco systems catch up and register that the appointment was not successfully completed before we have the ability to re-schedule the appointment (as technicians may be running late, and not immediately update the appointment status).
  2. We will always keep you updated as soon as NBNco updates us on the status of your installation, so please be patient, it can sometimes take up to 48 hours (business days) for NBNco to provide us with an update.
  3. If the NBNco contractor has damaged your property, you're unhappy with the nbn™ equipment/technology location, or you were dissatisfied with the NBNco contractor's conduct/workmanship, you can contact NBNco directly on 1800 687 626 or you can let them know online here.

If you currently have an existing nbn™ connection to your property (either active with another provider or inactive), our automated systems can have you up and running in as little as 15 minutes. However, if manual intervention is required by Superloop or NBNco staff for whatever reason, new connections with existing in-place infrastructure can sometimes take up to 48 hours (business days) to provision.

If you do not currently have nbn™ connected at your property, this can take a bit longer as we will need to ask NBNco (after you have placed an order with us) to send out an nbn™ technician to get your property connected to the nbn™ network. This will depend on the nbn™ connection type at your address, and the nbn™ service class that NBNco have assigned your location.

Properties without existing nbn™ equipment or infrastructure can sometimes take a few weeks to get connected. This is subject to NBNco technician availability and work demands in your area.

What is an nbn™ Service Class?

NBNco has assigned every individual existing property in Australia an nbn™ Location ID (LOCID). This LOCID is required to place an order with NBNco and has a Service Class associated with it, which outlines what the nbn™ connection type is at your property, and what work is required in order to get that property connected to the nbn™ network.

Fibre to the Premises (FTTP) also known as Fibre to the Home (FTTH)

Service Class Description
Service Class 0

Indicates that the address will eventually be serviceable by fibre, but is not yet RFS (Ready for Service). You can still pre-place an order with us, however we won't be able to place an order with NBNco just yet until they finish running the fibre lines in the area.

Service Class 1

Indicates the address is serviceable by fibre, however there is no fibre junction box on the outside of your house or there is no nbn™ NTD (Network Termination Device) installed inside the premises. This usually means that a fibre optic cable hasn't been fully run from the street to the junction box, and into the house to the NTD. You can place an order with us, and we can place an order with NBNco who will organise an nbn™ technician to come and complete the fibre install to the premises.

Fibre to the Node (FTTN) & Fibre to the Basement (FTTB)

Service Class Description
Service Class 10

Indicates that the address will eventually be serviceable by copper for nbn™ FTTN/FTTB, but is not completely RFS yet. You can place an order with us, but we won't be able to place an order with NBNco yet until they finish installing the FTTN/B infrastructure in your area.

Service Class 11

Indicates that the address is in an nbn™ FTTN/B RFS area. However, additional nbn™ work needs to be done to get your property connected to the nbn™ network, such as a lead-in installation or line jumpering out in the street.

For FTTN, you will need to ensure that there is a pre-existing conduit in-place from the boundary of your property to your house, nbn™ technicians won't conduct any trench work required or lay any conduit, they will only run the physical copper line through the existing conduit and attach it to the house.

For FTTB, you will need to speak with your Strata Management or Body Corporate to ensure that the nbn™ technician will have access to the building's communication room. You will also need to ensure that there is a data or telecommunications cable run from the building's communications room to your unit/apartment.

Service Class 12

Indicates that the address is FTTN/B RFS, and that typically only a jumpering appointment is needed. You can place an order with us, and we can place an order with NBNco who will organise an nbn™ technician to come and complete the required jumpering work at your local FTTN Node (you typically don't need to be home for this type of appointment).

Service Class 13

Indicates that the address has a copper lead-in, the line has had previous jumpering work performed, and is nbn™ ready. You will not need an nbn™ technician to attend. You can place an order with us, and we can place an order with NBNco who will activate the service remotely, usually within 2 business days.

nbn™ Hybrid Fibre Coaxial (HFC)

Service Class Description
Service Class 20

Indicates that the address will soon be nbn™ serviceable over the existing Hybrid Fibre Coaxial (HFC) network (the network already used to provide PayTV and Cable Internet services).

Service Class 21

Indicates that the address is in an nbn™ HFC RFS area, but does not yet have a cable lead-in, or an nbn™ NTD in-place. You can place an order with us, and we can place an order with NBNco who will organise an nbn™ technician to come and run an HFC line into the property, and install an nbn™ cable NTD.

Service Class 22

Indicates that the address is nbn™ HFC serviceable and has a cable lead-in, however there is no HFC wall-plate/socket or nbn™ cable NTD installed. You can place an order with us, and we can place an order with NBNco who will organise an nbn™ technician to come and install a HFC wall-plate/socket and nbn™ cable NTD.

Service Class 23

Indicates that the address is nbn™ HFC serviceable and has a cable lead-in, as well as an HFC wall-plate/socket, however there is no nbn™ cable NTD present. You can place an order with us, and we can place an order with NBNco who will organise an nbn™ technician to come and install an nbn™ cable NTD.

Service Class 24

Indicates that the address is nbn™ HFC ready. There is an existing cable lead-in, wall-plate/socket, and nbn™ cable NTD. You can place an order with us, and we can place an order with NBNco who will activate the service remotely, usually within 2 business days.

Fibre to the Curb (FTTC)

Service Class Description
Service Class 30

Indicates that the address will eventually be serviceable by copper for nbn™ FTTC, but is not completely RFS yet. You can place an order with us, but we won't be able to place an order with NBNco yet until they finish installing the FTTC infrastructure in your area.

Service Class 31

Indicates that the address is in an nbn™ FTTC RFS area. However, additional nbn™ work needs to be done to get your property connected to the nbn™ network, such as a copper lead-in installation from the 'pit' outside to the telecommunications box on the side of your house.

You will need to ensure that there is a pre-existing conduit in-place from the boundary of your property to your house, nbn™ technicians won't conduct any trench work required or lay any conduit, they will only run the physical copper line through the existing conduit and attach it to the house.

You can place an order with us, and we can place an order with NBNco who will organise an nbn™ technician to come out and run a copper lead-in through the existing conduit on your property to your house. Connect the copper lead-in to the FTTC network in the 'pit', and install an nbn™ Network Connection Device (NCD) inside the premises.

Service Class 32

Indicates that the address has a copper lead-in, but the line isn't physically connected to the nbn™ FTTC network just yet. You can place an order with us, and we can place an order with NBNco who will organise an nbn™ technician to come out and connect the existing copper lead-in to the nbn™ FTTC network out in the 'pit', and install an NCD inside the premises.

Service Class 33

Indicates that the address is connected to the nbn™ FTTC network, however there is no NCD present inside the premises. You can place an order with us, and we can place an order with NBNco who will organise an nbn™ technician to come and install an nbn™ NCD.

Service Class 34

Indicates that the address is fully connected to the nbn™ FTTC network, and there is an NCD already installed inside the premises. You can place an order with us, and we can place an order with NBNco who will activate the service remotely, usually within 2 business days.

Service classes for nbn™ Satellite and nbn™ Fixed Wireless have been left out of this table as Superloop does not offer internet services over those nbn™ connection types.

If you have an nbn™ appointment, no matter the nbn™ connection type, we will need to wait until the technician has signed off that the work has been complete. This might not happen immediately after the nbn™ technician has completed the work, or left the premises. Once the technician signs off on the work, this information will be passed from NBNco's systems to ours.

If you only had a commitment (aka – a remote activation of existing nbn™ equipment), this can be as quick as activating within 15 minutes of placing your order with us, however this process can take up to 24 to 48 hours to complete, depending on nbn™ system load.

However, whether you have an appointment or a commitment, you will receive an automated text message from us right when the service has completely finished provisioning and is ready for use.

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.

If you are in either of the other nbn™ connection type areas (FTTP/H, FTTC, HFC), a router technically isn't required for the service to work (you can theoretically plug one Ethernet compatible device such as Desktop or Laptop PC, or a gaming console straight into the nbn™ installed equipment), however most people want to use their internet connection on multiple devices in the home (especially over WiFi). In this case, you will simply need an eWAN (Ethernet Wide-Area-Network) WiFi Router (there is no need for a modem component).

You can supply and connect your own hardware as long as it isn't locked to your current or previous internet service provider, and that it is nbn™ compliant. Otherwise, you can purchase one from us which will be sent to you pre-configured (a hardware and delivery fee will apply).

We always keep an eye out for up-to-date hardware which performs well, is user-friendly (easy to set up and navigate the configuration interface), and is reasonably priced. So if you're looking for a suggestion on what to get, check out either the latest plans' Critical Information Summary or Pricing Schedule to see what hardware we're currently on-selling.

This will depend on service type. We recommend calling us on 1800 10 12 10 to discuss phone services/how existing phone services may be affected if you have one.

Fixed Wireless

Fixed Wireless is the term used to describe an internet service which is fixed to a physical location (as opposed to mobile wireless broadband that you would get on your mobile phone or a mobile broadband device), similar to other fixed internet technologies such as ADSL, Hybrid Fibre Coaxial, or NBN, but instead uses wireless radio to deliver an internet service to the premises instead of using cables.

Superloop fixed wireless uses point-to-point and point-to-multipoint wireless radio technology. The connection requires clear line of sight between your home or business to a nearby Superloop radio tower. If the line of sight isn't obstructed by trees, buildings, or any other tall structure, we can deliver a high-speed internet connection to the premises.

A radio antenna and dish is installed on your roof and is aimed in the direction of a nearby Superloop radio tower. A typical standard installation involves running a data cable from the antenna to a data socket installed within the premises. A Power-over-Ethernet (PoE) device is connected to this socket to keep the antenna powered and will provide an internet connection to your local network; such as a standard home wifi router.

For standard residential and business grade fixed wireless pricing, you can view our available plans here.

If you would like to enquire about a business service which is not covered by the plans and prices on our business page, you can send a business service enquiry to business-sales@home.superloop.com

The installation may differ in look based on the roof type, and the height of the mount. Below are the most common types of installation.

There are many different types of internet connections these days, some require 'Modem Routers' to work, whereas some internet connection types use provider installed equipment to perform the role of the modem, therefore just a basic WiFi 'Router' can be used to provide local connectivity to the devices in the home or business.

Regarding our fixed wireless internet connection type, the antenna we install on the roof is a modem as well as a radio receiver/transmitter, this means that all you will need is a WiFi Router; which will take the connection from the antenna and supply it to your devices locally within your home.

You can supply and connect your own hardware as long as it isn't locked to your current or previous internet service provider. Otherwise, you can purchase one from us which will be sent to you pre-configured (a hardware and delivery fee will apply).

We always keep an eye out for up-to-date hardware which performs well, is user-friendly (easy to set up and navigate the configuration interface), and is reasonably priced. So if you're looking for a suggestion on what to get, check out either the latest plans' Critical Information Summary or Pricing Schedule to see what hardware we're currently on-selling.

About Superloop

Superloop is an independent provider of connectivity services designing, constructing and operating networks throughout Australia and the Asia Pacific metro region.

Yes! The Superloop Head Office is Based in Brisbane, while the Superloop Home Broadband Contact Centre & Support is 100% Australian, based out of Adelaide.

Yes! Superloop is the only carrier that owns and operates carrier-grade, metro fibre networks in Australia, Singapore, and Hong Kong. In addition, Superloop owns and operates subsea domestic and international transit cables, as well as a domestic Fixed Wireless network. Delivering high performance routing and connectivity domestically, and internationally to the Asia-Pacific and U.S West Regions. More information about Superloop is available here.

Superloop nbn™ Network

When using the internet, we want to make sure you're getting the best possible connection. Superloop has engineered dedicated backhaul to all 121 nbn™ POI's, ensuring full control over the end user experience. This attention to detail is lost when you connect to smaller providers as they need to outsource this network. With Superloop, our network is directly linked, so if anything goes wrong, we can pinpoint the problem instantly.

Superloop Fixed Wireless Network

Superloop has an ever expanding Fixed Wireless network which provides an alternative to the fixed copper telephone network, and the nbn™ network. With over 150+ network tower sites in South Australia, the Fixed Wireless is growing quickly to meet the demand for Fixed Wireless in other states. The Fixed Wireless network towers are connected to the domestic Superloop fibre network, either directly or high-capacity wireless backhaul links.

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