Supercharge your nbn plan with 1Gbps just $65/mth + FREE* modem

Depending on your specific address, different connection technologies can be used to connect your premises to the Superloop nbn network. Each connection type has a different theoretical maximum speed. In addition, within each technology, multiple speed tiers may be available. The table below explains the variety of nbn connection types.

Several factors specific to your access line can impact your internet speeds, including:

• The type of technology used (FTTN, FTTB, HFC, or Fixed Wireless)

• The length and quality of the copper or coaxial line from your premises to the node

• The condition of your internal cabling and the layout within your home

• External electrical interference, both inside and outside your property

• Network conditions such as the Co-existence period

• Weather conditions, including extreme heat, heavy rain, and any obstacles affecting signal strength for Fixed Wireless connections

Each of these factors can influence your overall internet performance, so it's important to consider them when assessing your connection speed.

Co-existence refers to the period during which your nbn FTTN/B/C service, which partly relies on the copper network, operates alongside other services using the same copper line from your local exchange to your premises. These co-existing services include:

• ADSL, ADSL2, ADSL2+

• SHDSL

• ISDN

• Any other Copper ULL based service other than VDSL

The Co-existence period starts when you can first access an nbn FTTN/B/C service and continues until all legacy services are disconnected from your local exchange.

During this period, the presence of legacy services can impact the performance of your nbn FTTN/B/C service in the following ways:

• Cross talk

• Downstream power back-off applied by nbn

• Other temporary measures taken by nbn to manage interactions between the performance of your nbn FTTN/B/C service and Co-existing services.

NBN Co considers your nbn FTTN/B/C service within specification if, during the Co-existence period, your speed is above 12Mbps down and 1Mbps up, and after the Co-existence period ends, speeds are above 25Mbps down and 5Mbps up, regardless of the speed tier ordered.

While Superloop strives to deliver the highest speed possible, factors outside of our control can affect performance. We always recommend using the Superloop supplied modem for nbn FTTN/B/C services to ensure you get the best possible speeds and support.

During busy times, broadband speeds can drop as more people use the network at once. In these moments, the overall network capacity tends to have a greater impact on your speed than your chosen access line or speed tier.

To handle congestion, Superloop uses tools to prioritise certain types of traffic. For example, during peak usage, we may prioritise voice calls (VoIP) and video streaming data, which require stable speeds to work well, over general browsing or downloading. Activities like software updates and file-sharing, which can overload the network, are typically given lower priority during these times.

Your internet speed can also be affected by where the content you're accessing is hosted. If the server you're downloading from is congested or has limited capacity, it can cause delays, even with a fast home connection. Additionally, if the server is overseas, international network congestion could slow things down further.

Several factors can affect the internet speeds at your property, and it's not just the speed tier you select. These factors include the connection technology available at your address, network congestion, and even conditions within your home. Issues such as outdated wiring, an ageing modem, or a worn-out router can significantly reduce speeds. Additionally, Wi-Fi interference, the number of devices and users online, and malware can also impact performance. There are many factors to consider—read on for more details.

Since April 2nd, 2016, nbnco has added a $300 ‘New Development Fee’ for the first connection in any new nbn area. This covers things like new homes, rebuilds, and places that need a new address. We’ll tell you if this fee applies when you sign up.

Not all access lines can handle every speed tier. For:

• Fixed Wireless - The connectivity is maxed out at the speed of  nbn50,

• Premium nbn100 is only available for some FTTN, FTTB, and FTTC connections.

We can’t confirm your max speed until your service is installed and tested, but if your line can’t handle the speed you’ve chosen, we’ll let you know and offer you a lower tier and refund the difference. Just remember, your speed tier is the maximum possible for your connection, but actual speeds might be slower, especially during busy times. For more info on speeds, check out the details on nbn speeds.

If your existing modem is getting a little long in the tooth, we have two modems/routers you can choose from: eero 7 or the TP Link VB433v.

eero 7

Maximise your nbn connection with an eero 7 WiFi modem, designed for optimal performance and pre-configured for easy setup. Plus, get free subscription to eero Secure and protect your internet connected devices with a subscription service valued at $5/mth that elevates your eero experience. Which is a fancy way of saying it blocks all the nasty stuff the moment you connect to your home network. The eero 7 router is compatible with HFC, FTTP, and FTTC connections only and doesn't support Home Phone VoIP. So, you'll need to take that into consideration when deciding on which modem is right for you.

eero Pro 7

The eero Pro 7 is a tri-band mesh Wi-Fi 7 system, compatible with multi-gigabit speeds for home and small to medium-sized business networks. The eero Pro 7 supports 200+ devices and 2,000sq. Ft. of coverage for maximum performance.

TP Link VB433v

Also preconfigured to the Superloop network, the TP Link VB 433v helps ensure you achieve optimum performance, is compatible with VOIP and lets us provide full remote technical support should there be any issues. You can find the full specs for the modem here.

If you'd rather arrange your own cable technician instead of using the network carrier's technician for B-side or internal cabling installation or repairs, ensure you choose a Registered Cabler. You can find a Registered Cabler near you at http://www.registeredcablers.com.au/find-cablers.

NBN Co provides a transition period of 18 months for each area serviced by the nbn fibre network to switch to the new system. During this time, you may continue using your copper phone connection if preferred. NBN Co will notify you when the 18-month period ends and the old network is deactivated. At that point, you'll need to connect to the nbn network to retain your broadband and phone services.

As a Superloop nbn customer, you can easily subscribe to our Home Phone (VoIP) service through the My Superloop members portal. Additionally, you have the option to port your existing phone number to your new VoIP service.

Please note that your Home Phone (VoIP) service, including your internet service, will not function during a power outage. If this happens you will not be able to make or receive calls, including calls to Emergency Services.

Yes, porting your phone number is free and usually takes 10-15 business days, depending on your provider. There may be a brief period where you can’t make or receive calls during the porting process.

If you need to avoid missing calls, contact us on 1300 459 125 to discuss your options.

Note: For FTTN, FTTB, and FTTC connections, your current phone number will be lost when your broadband is activated. To keep your number, it must be ported to our Home Phone (VoIP) service before activation.

When placing your order, have your current phone and provider account details ready. If you're under contract, you may incur an Early Termination Charge.

If you ordered a Superloop modem, it comes preconfigured for both data and voice services. Alternatively, configure our VoIP service on your own modem or contact us for help.

Once your Home Phone (VoIP) service is active, we'll send you a confirmation email. Be sure to check with your previous provider to stop billing.

Transfers may be delayed if special features are attached to your current service. These must be removed before transferring.

The time it takes to connect your nbn service will vary depending on a number of factors such as your location and the type of premises being connected and the availability of nbn field staff.

• For fibre-to-the-premises (FTTP) 4 weeks if no nbn external box has been fitted to your premises.

• For fibre-to-the-premises (FTTP) with an external nbn box installed and fibre-to-the-node (FTTN) fibre-to-the-curb (FTTC) and fibre-to-the-basement (FTTB) between 2-3 weeks.

• For Hybrid fibre-coaxial (HFC) 4 weeks.

• 2-3 days if both internal and external nbn boxes have been installed for fibre-to-the-premises (FTTP).

The timing above may vary. Whilst Superloop endeavours to connect your new service as quickly as possible, there may be many factors outside of our control.

Carrier-Grade Network Address Translation (CGNAT) is a technique used to share one public IP address across multiple customer internet connections. This helps internet providers make more efficient use of their available IPv4 address pool.

As the global supply of IPv4 addresses is running out, Superloop has implemented CG-NAT to share the limited number of public IPv4 addresses. This is a temporary solution until IPv6 is fully deployed.

CG-NAT won’t impact most new Superloop customers. However, certain applications like web or email servers, or remote access to devices, may need a static IPv4 address to function.

Existing customers with a static IPv4 address will keep it.

If you’d like to talk about your service or opt-out of CG-NAT, give our technical support team a call at 1300 459 125.

You must be over 18 years old to purchase this broadband or broadband and home phone service. To transfer a service from another provider to Superloop, you must be the account holder of that service.

The service qualification check is only a preliminary result of plans and prices available in your area. Please note that the result may vary as we process your order and connection.

Uploads and downloads are counted towards your monthly data allowance.

Where advertised as such, the broadband activation fee only is free. Depending on the service ordered, there may be additional up-front charges which are not free. These charges include, but are not limited to, charges such as Phone Line Activation Fee or Copper Line Installation Charges, Lead-in or Additional Cabling, Additional Line Fee, Equipment Charges such as Modems, Routers or Splitters, Missed Appointment Fees or any complex on site work required to provide a functional broadband service. Charges are dependent on the type of work that needs to be done and will be decided by Superloop's network supplier and passed on to you at cost price (plus GST).

On 1 April 2016, NBN Co introduced a New Development Charge which is applicable to all Internet Service Providers. If your address has been classified by NBN Co as a new development, Superloop will be charged $300 by NBN Co. Superloop will charge you a $300 New Development Charge to connect your service. You can elect to pay this charge off monthly by selecting a 12-month contract term with Superloop. If you do, the monthly instalment of the New Development Charge will be applied to your monthly invoice for the life of your contract term. Should you cancel your service before your contract expires, any unpaid monthly New Development Charges will be added to your Early Termination Fee. Customers choosing a no lock-in plan will be charged the once-off $300 New Development Fee on their first invoice. The NBN Co New Development Charge is in addition to Superloop's Service Activation Fee.

Month-to-Month contract term = ((Monthly Broadband Plan Charge + Optional Add-On Features) x 1 month) + Service Activation Charge.

Additional service connection charges may apply depending on the type of connection (or reconnection) and the type of work required to activate your new broadband service.

When you order your service, you can choose to transfer your existing phone number to Superloop Home Phone (VoIP) service. As a VoIP service, your calls will be made over the internet rather than the PSTN network. You will require a VoIP capable compatible modem to connect this service.

This will give you will access super-low, Pay-As-You-Go call rates. Porting your number is free.

Pay-As-You-Go Call Rates (Home Phone VoIP):

Porting your current phone number is free of charge and may take between 10 to 15 business days to complete depending on your current provider. During the last day of this process prior to porting completion, you may not be able to receive incoming calls or make outgoing calls for a short period of time until the port is completed.

If you cannot manage without your incoming calls during the transfer process, please contact us on 1300 459 125 to discuss your options.

NOTE: for FTTN, FTTB and FTTC connections, your current phone number will be lost when your new broadband connection is activated. If you want to keep your existing number, we need to port the phone number to our Home Phone (VoIP) service before your new broadband is activated.

To transfer your number, you need your current phone and supplier account number details when ordering. If you are currently on a contract for your telephone service, an Early Termination Charge may apply with your current provider, for which you are responsible.

If you ordered a Superloop modem this will be dispatched with settings preconfigured for both your data and voice service. However, you can configure Superloop’s VoIP service on you own VoIP enabled modem. Or contact our support team for help on 1300 459 125.

We will send you a confirmation e-mail once your Home Phone (VoIP) service is active. Once active you should check with your previous telephone provider to ensure they do not continue to bill you.

Some service transfers can be delayed or fail due to special call features which are attached to the current service. Special call and service features need to be removed by your current telephone provider before you transfer your service to Superloop.

This optional, add-on service allows you to make an unlimited number of untimed calls to the nominated destinations which is covered by the monthly cost of the Unlimited Home Phone (VoIP) Service. This includes an unlimited number of untimed calls to local, 13/1300, standard national and Australian mobile numbers in Australia.

This add-on service also allows you to make an unlimited number of untimed calls to fixed landline numbers in the following countries: United Kingdom, New Zealand, United States of America, China, Germany, France, Hong Kong, Canada, Japan, Singapore, India and Croatia.

Charges for calls made that are not included in your Unlimited Home Phone (VoIP) Service will be payable in addition to the total minimum monthly service cost. International, satellite calls and Directory Assistance calls that are not included in the Unlimited Home Phone (VoIP) service and will have per minute rates (billed per second) applied.

This service is for residential consumers and may not be used for commercial purposes. Please visit our Telephone Acceptable Use Policy for more details.

Telstra’s Priority Assistance is a service designed to help customers who have (or are living with someone who has) a diagnosed life-threatening medical condition, and whose life may be at risk without access to a fully operational phone service.

This Superloop service does not support the “Priority Assistance” service features. Telstra is the only carrier required to provide priority assistance services to its customers as a condition of its licence. For more information about Priority Assistance Services, please refer to https://www.telstra.com.au/consumer-advice/customer-service/priority-assistance.

If you’d like to ensure the optimum performance of your service, and allow Superloop to deliver full remote technical support, you can choose to add a ZTE H1600 Wi-Fi modem or eero 7 to your order.

When you place your order for a fixed line broadband service with Superloop, a payment verification charge of $1 may be debited from your credit card or bank account. This will be credited back to you on your first monthly bill, or as soon as possible if your service cannot be connected.

If you have ordered a modem from Superloop we will email you your bill for the modem and shipping costs at least 4 days before your service is activated. We will also debit your account at the same time.

The date your Superloop service becomes active is known as your anniversary date.

Once your service is active, we will email your first bill and after 10 business days of the invoice date, we will debit your credit card or bank account for:

• Any broadband activation charges due

• Any additional service connection charges (such as New Development Fees or additional site work)

• Your first month recurring plan fee

• After the first month, you will receive your monthly bill via email on your anniversary date each month.

Your ongoing monthly bills will include charges for both the current month recurring plan fee and any prior-month excess usage or other billable activity.

Your nominated bank account or credit card will be debited on or around 10 business days after your anniversary date.

When you order a service, Superloop may give information about you to a credit reporting agency to obtain a consumer credit report about you and/or allow the credit reporting agency to create or maintain a credit information file containing information about you. This information may include the details given by you to Superloop when ordering your service.

Changing your Superloop nbn plan is free. Even if you are still within your contract term, you can switch to a plan of higher or lower value without being hit with a plan-change fee. You’ll also keep your current contract end-date if you have one.

Switching plans is as simple as logging into SuperHub or calling 1300 459 125 and selecting your new plan. Please note that you can only switch to a new Superloop nbn plan no more than once each month.

If you change your monthly data allowance only, your plan change will come into effect straight away. Because you’ve already paid us one month in advance you will be issued a new invoice on the following business day with a credit for the un-used percentage of the month of your old plan. The invoice will also include the full new monthly fee for your new plan.

The day of the month you are sent this invoice will become your new plan anniversary date and you will be billed for your new plan on this date each month going forward.

Any plan change that involves a change of speed tier takes 2 business days to activate from the time you place your order. Once your new plan is active you will be issued a new invoice with a credit for the un-used percentage of the month of your old plan and the full new monthly fee for your new plan.

The day of the month you are sent this invoice will become your new plan anniversary date and you will be billed for your new plan on this date each month going forward.

The following example explains how your change of plan will be billed and what happens to your anniversary billing date.

• Your plan change request is activated on 17 March

• Your previous plan fee was $39.99 per month

• Your new plan fee is $49.99 per month

An invoice will be emailed to you on 17 March and you will receive an invoice for this service on the 17th of each following month.

This first invoice will include a pro-rated credit for your old plan’s monthly fee for 17 March to 31 March, calculated as follows

• $39.99/31 days = $1.29 per day

• $1.29 x 15 days remaining in March = $19.35

Plan change promotional credits such as “first month free” will also appear on your first invoice. If the promotion offers the “first two months free” you will be credited over your first two invoices.

Your new invoice and future invoices will also include your new monthly plan fee of $49.99 and your nominated credit card or bank account will be debited 10 business days after you receive your invoice by email.

Key fact sheet

Superloop Business nbn Broadband Terms and Conditions available here.

We don't charge you a plan change fee to switch to a new Broadband plan. Changing plan is free when you are on a no lock-in plan. You can switch between Superloop Broadband plans no more than once each month. Your plan change will come into effect from the date your next invoice is issued so long as you have submitted your plan change request 2 days before your invoice issue date.

Changes submitted less than 2 days before your next invoice is issued will take effect the following month. The cost of your new plan will appear on your next invoice.

When you change your Superloop Broadband plan to another Superloop Broadband plan the following adjustments will apply:

• Pro rata credit: You will receive a pro rata credit for any unused portion of the current month. This credit will be applied the first month of your new Superloop Broadband plan

• New Customers: If you are a new customer and change plans before the end of your first 6 months promotional pricing, the remaining months of your promotional pricing will be transferred to your new plan.

• My Speed Boost Bank: If you move from one My Speed Boost eligible plan to another My Speed Boost eligible plan,  your accrued My Speed Boost bank days will be transferred to your new plan.

• Modem/Router/Extender: If you purchased a modem, router, or extender on zero cost upfront, the accrued months counted towards your 36-month term will be transferred over to your new plan.

New Customers: If you downgrade your Superloop NBN Plan during the Discount Period to a lower plan tier, then the discount will be removed from the monthly internet service charge and the price of the monthly internet service charge will revert to the minimum monthly charge set out in our Critical Information Summary (CIS). If you upgrade your Superloop NBN Plan during the Discount Period to a higher plan tier, the remaining months in the Discount Period will be transferred to the new plan, where the Discounted Price for the upgraded plan will apply. This is subject to change and at Superloop's discretion.