Superloop

Telecom92% confidence

Superloop is an Australian telecommunications company that provides fixed-line broadband (including NBN), mobile, and other internet and network services to residential and business customers.

Adelaide, South Australia, Australia
superloop.com

About Superloop

Superloop is an Australian telecommunications provider that offers fixed-line broadband (including NBN), home wireless broadband, and mobile phone services to residential and business customers across Australia. Headquartered in Adelaide, South Australia, Superloop focuses on high-speed internet delivered over its own fibre and network infrastructure, along with value-focused mobile SIM-only plans. Customers manage their services through the My Superloop online portal, where they can view usage, update payment details, and change or add services.

A Superloop charge typically appears on your bank or card statement when you have an active internet or mobile service with them, or if you’ve recently signed up for a new plan. Most services are billed monthly in advance on a recurring basis, and common amounts correspond to NBN or home wireless plans (often in the range of about $60–$110 per month, depending on speed and inclusions) or mobile SIM plans (commonly around $20–$50 per month). You may also see one-off charges for modem hardware, setup fees, plan changes, or pro-rata charges when you start, stop, or change a service mid-billing cycle. In some cases, a small $1–$2 temporary authorization hold may appear when you add or update a card, which is used to verify your payment method and then released.

If you’re unsure about a Superloop charge, first log in to your My Superloop account via superloop.com to check your active services, invoices, and payment history—this usually shows the exact amount, date, and description of each charge. Verify whether any household member, housemate, or your business has a Superloop NBN, home wireless, or mobile service set up on your card. If something still looks incorrect, contact Superloop support through the Help/Support section on their website for live chat or a support request, and have your account number, service address, and the amount/date of the charge ready. Common issues such as double charges, failed payments retried, or overlapping billing after a plan change can typically be resolved by reviewing the invoice and, where appropriate, Superloop may adjust or refund charges in line with their billing and complaints policies.

Bank Statement Variations

2 known variations

These are the raw merchant codes that appear on bank and credit card statements that we've identified as belonging to Superloop.

  1. SUPERLOOP BROADBAND BRISBANE CIT AU
  2. Superloop Limited BRISBANE AU

Frequently Asked Questions

Why am I seeing a monthly Superloop charge on my bank statement?

Superloop bills most internet and mobile services monthly in advance on a recurring basis, so a charge will usually appear around the same date each month. The amount typically matches your NBN or home wireless plan fee (often roughly $60–$110 per month) or your mobile SIM plan (commonly about $20–$50 per month), plus any add-ons such as extra data or hardware repayments. You can confirm the exact plan and period by checking your invoices in the My Superloop portal at superloop.com.

What are common Superloop charge amounts for NBN and mobile plans?

Superloop’s NBN and home internet plans are usually tiered by speed and data inclusions, with many residential plans sitting in the approximate range of $60–$110 per month depending on the speed tier (e.g., NBN 25, 50, 100 and above) and any promotional discounts. Their SIM-only mobile plans commonly range from about $20–$50 per month, depending on data allowance and inclusions. The exact prices and any current offers are listed on superloop.com, and your invoices will show your plan name and GST-inclusive charge. If the amount on your statement is slightly higher, it may include one-off items such as setup or modem fees.

Why was I charged by Superloop after I thought I cancelled my service?

Superloop typically charges at the start of each billing cycle for the upcoming month, so if you cancel after a new cycle has begun, you may still see that month’s charge. In many cases, access continues until the end of the paid period, and partial refunds for unused days are generally not provided unless required by law or under a specific agreement. Check the Service or Billing section in your My Superloop account to confirm your cancellation date and final billing date, and contact support via the website if the dates don’t match what you expected.

How do I cancel or pause my Superloop internet or mobile service?

To cancel a service, log in to your My Superloop account through superloop.com and go to the section for your specific service (NBN, home wireless, or mobile). Many services can be scheduled for cancellation online; for others, you may be prompted to contact support via chat or a support request form. Superloop does not usually offer a formal “pause” for billing, but you may be able to change to a different plan or disconnect and later reconnect a service. Always check whether any minimum term, hardware repayment, or early termination fee applies before cancelling.

How can I get a refund or fix an incorrect Superloop charge?

Start by reviewing the relevant invoice in the My Superloop portal to understand what the charge covers—plan fees, pro-rata amounts, hardware, or other fees. If you believe you were overcharged (for example, double-billed, charged after a service should have ended, or billed for the wrong plan), contact Superloop support through the Help/Support section on superloop.com with your account number and details of the charge. Superloop will typically investigate billing disputes and, where an error is confirmed, apply a credit to your account or process a refund back to your original payment method, subject to their billing and refund policies. Keep copies of your bank statement and any confirmation emails to speed up resolution.

Why do I see a small $1–$2 Superloop charge or a pending transaction that then disappears?

When you add or update a credit/debit card with Superloop, their payment processor may place a small temporary authorization (often around $1–$2) to verify that the card is valid. This is not an actual charge and should automatically drop off or be reversed by your bank within a few business days. If the hold remains on your account for more than a week, contact your bank or card issuer first, then reach out to Superloop support if needed with a screenshot of the transaction.

How do I contact Superloop about a charge I don’t recognize?

Go to superloop.com and navigate to the Support or Contact section, where you can access live chat during support hours or submit an online support request. It helps to have your full name, service address, email address used to sign up, and the exact amount and date of the charge from your bank statement. If you don’t know your account number, Superloop can usually locate your account using your email, phone number, or service address. For urgent issues like multiple unexpected debits, also notify your bank or card provider to discuss temporarily blocking the payment method while the charge is investigated.

Why does my first Superloop bill seem higher than the advertised monthly price?

Your first Superloop invoice may include pro-rata charges for the partial period from your activation date to the start of your regular billing cycle, plus the full charge for your first complete month in advance. It can also include one-off items such as modem/router costs, connection or setup fees, or shipping. This can make the initial debit appear higher than the ongoing monthly amount you saw advertised. Check the itemized invoice in your My Superloop portal to see a breakdown of each component of the first bill.

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