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What good ISP support tools look like… and how Superloop compares

Let's talk about what genuinely good internet customer service looks like, and what support tools to look for when you're choosing a provider.

November 12, 2026
Aline Rivas, Head of Content & Social Media

Been on hold lately? Yeah. We know the feeling. And we think that particular experience should be a lot rarer than it currently is. 

Internet issues have a very specific sense of humour. They show up mid-presentation, right when you've finally figured out what's happening in the Upside Down or the exact millisecond you line up the perfect shot. They are never, ever, ever convenient.

Technology should make life at home easier, freeing up your time to focus on all the things that matter most. That’s why your internet provider should solve problems instead of making you sit on hold to report one. 

So let's talk about what genuinely good internet customer service looks like, and what support tools to look for when you're choosing a provider.

TL;DR

  • Good internet customer service should include self-service tools that help you fix problems without a phone call. 

  • Superloop combines highly rated customer service, plus Refreshify for diagnosing connectivity issues and Teddy, an AI customer assistant that covers everything else. Our self-service customer support tools are available 24/7. 

  • Independent reviewers rate Superloop as Australia's top nbn® provider for customer service, not just speed.

  • Comparing providers on support quality matters just as much as comparing them on price or speed. 

What to look for when comparing providers

What separates better from best? Here’s what we think separates the best internet customer service from a provider that is all talk: 

1. Self-diagnosis 

The best nbn® providers let you check what’s actually wrong before you ever need to stumble your way through an explanation to a customer service rep. A proper self-diagnosis tool can ping your connection and provider’s network directly to check outages, account issues and service quality data. 

2. AI support agents 

When comparing nbn® providers, look for one that goes beyond your typical FAQs. AI internet support agents can run tests, manage your account and take real action… not just get you to read a million questions before pointing you towards a phone queue. 

3. App-based fixes 

Support shouldn’t require a separate step to access. If fixing a problem means calling a different number to book a tech visit or hunting through a website, that’s friction that shouldn’t exist. The best internet support should live right inside the app you already use. 

How Superloop approaches online support

We looked at what makes a provider the best and built it around all of the above. Here’s how that plays out with our always accessible support tools: 

Refreshify 

Wi-Fi support from the palm of your hand? It’s not the future… It’s already here. 

Refreshify runs a full connection health check, pinging both the nbn® and Superloop's network. It can confirm your account status, pull live service data and even trigger a remote restart from Superloop’s side. If you need a technician, it books that visit automatically. 

Ever wish you could give your internet a quick health check-up? Well, now you can!

Teddy 

Say hello to Superloop’s AI customer assistant. Teddy can flag faults, run tests, manage billing and plans, order equipment and arrange technician visits. And yes, that’s all without joining a queue. 

Superloop has been named the winner of the 2026 Telecommunications Industry Excellence (TIE) Award for Innovation in Networks, Products and Technology (Large) for Teddy.

No waiting on hold. No opening hours. Just fast, smart support at your fingertips and any time you need it.

Where can you find them? 

You’ll find them both in the Superloop app. It really is that easy. 

A highly rated approach to internet customer service 

Superloop has been awarded Finder’s nbn Provider of the Year 2026 and WhistleOut 2026 Internet Customer Satisfaction - Internet Speed. Not to mention top spot for the 2026 Best Internet Services Provider in the ProductReview.com.au Annual Awards.

Add our 4.8 out of 5 rating on ProductReview.com.au and 4.6 out of 5 on Trustpilot, and you can see why we really back customer service as part of our offering as an internet provider. 

Battle of the nbn® providers

Provider

Customer rating - Trustpilot

Customer rating - ProductReview.com.au

Peak-hour speed delivered

Superloop

4.6/5

4.8/5

101.1% of advertised speed

Dodo

1.1/5

4.2/5

102.3% of advertised speed

TPG

1.3/5

1.8/5

101.9% of advertised speed

Telstra

1.5/5

1.7/5

99.5% of advertised speed

Aussie Broadband

2.0/5

4.5/5

95.2% of advertised speed

Optus

1.2/5

1.3/5

101.0% of advertised speeds

*Customer ratings are accurate as of September 2026. Peak hour delivery speed and peak hour latency figures drawn from ACCC’s Broadband Performance Data Report June 2026. 

Good internet. Better support. 

At the heart of it, good support gives you back the time an internet problem would have otherwise cost you.  From outage support to nbn® connection issues and self-service tools, Superloop's customer service is available 24/7. That’s time better spent using your connection and not troubleshooting it.  

So whether you’re a casual streamer devoted to updating your Letterboxd account or a serious gamer, we’ve got an nbn® plan to suit. Choose a speed that matches your household, backed by support that works when you need it.

A telco award-winning app?

That's right, Superloop has picked up a 2026 Australian Good Design Award in the Digital Design – Apps and Software category. The award recognises what we set out to do from day one: make dealing with your telco simpler, clearer and far less painful.

Superloop App 2.0 puts customers in control of their internet and mobile services, from checking service health with Refreshify and managing plans and bills, to tracking orders, receiving outage updates and organising a house move (because moving house is painful enough without your internet joining in).

FAQs

Yes. Some providers (including Superloop!) offer round-the-clock support through in-app self-service tools, so you’re never limited to business hours for common issues.

It varies by provider, but the best places to compare are independent sources like the ACCC’s Broadband Performance Data Report and third-party review sites. These places are the most reliable way to compare, since self-reported marketing claims might not tell the full story.

Independent comparison rates providers with fast response times, efficient issue resolution and accessible service tools highest. Superloop has been recognised with a 4.8 out of 5 rating on ProductReview.com.au and 4.6 out of 5 on Trustpilot.

Genuinely good customer service combines fast problem resolution, easy account management, proactive support and availability across multiple channels. Ideally, they should also include self-service options that don’t require waiting on hold at all.

Written by

Aline Rivas
Head of Content & Social Media

I've spent the last 4 years at Superloop making complex telco topics genuinely easy to read, driven by a mission to help challenger telcos take on the big guys.

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