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TIL that Superloop and Exetel are the same company (aussie.zone)

submitted 9 months ago by [email protected] to c/[email protected]

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Turns out I'm well and truly behind the times...

https://en.wikipedia.org/wiki/Superloop_(company)

In June 2021, Superloop acquired Internet service provider Exetel for $110 million in cash and shares.

Exetel had been going steadily downhill since the death of John Linton (his blog was always a highlight back in the day -> https://johnl.blogs.exetel.com.au/ <- a super refreshing and honest look at the behind the scenes of broadband in Australia) but recently tried to sign up an NBN plan with them and it has become a total disaster. Tried ringing support to see what was going with our order and could honestly not understand any of the four support reps I got palmed between. Importantly, they could also not understand me apparently.

Cancelled that order (via email) and opted to try Superloop... only to receive an almost identical template welcome email. Uh oh. A quick Google and DAMMIT, I'm in the trap again.

Have been super happy with Aussie Broadband but given we need to run two connections (NBN + Starlink) just to ensure we can reliably stay online because HFC is a disaster in this area (like all areas probably) I thought I'd try a cheaper provider until the 250/100 plans are released later this year.

Clearly a mistake.

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[–] [email protected] 2 points 9 months ago (1 children)

Interesting. I am with Superloop and have never had issues with them (so far). But then again, I've never had to phone them up for support, plus I have FTTP, so that might help out as well.

[–] [email protected] 2 points 9 months ago (2 children)

Here's a screenshot from the last time I needed to contact Aussie Broadband for support.

The situation was installing a security camera at my folks place, and needing to be removed from CGNAT so the cameras were accessible remotely.

Sunday. 2pm. Call duration 3 minutes and 30 seconds, which includes me choosing menu options and verifying identity etc.

[–] [email protected] 2 points 9 months ago

I left Aussiebb because they're getting too expensive, but i would attest that they have the best tech support I've experienced. When they know that you know what you're doing, they'll actually work with you to try and get the problem resolved.

PS. I'm now with Leaptel, and disabling cgnat is literally a single toggle on the portal.

[–] [email protected] 2 points 9 months ago

That is really good support, they know their stuff.

[–] [email protected] 2 points 9 months ago

HFC is a disaster in this area (like all areas probably)

It's actually pretty great where I am. FTTP would be better, and considering I live like 20 m from the boundary of a major university I'm shocked that I didn't get FTTP, but HFC has been very fast and reliable.

Anyway if you're looking for a cheap but good provider, I cannot recommend Tangerine highly enough. I'm only on a 100/20 plan, but I genuinely do get those speeds or near enough to them during peak times, and the price was noticeably cheaper than what Aussie offered, at least when I first signed up.