A UTS undergraduate in Waterloo (NSW 2017) found us on Google and called for help: their Superloop broadband had shown 'active' for three or four days, but there was no internet at all. They'd bought a second-hand eero 6 router and spent days trying every way to connect it — still nothing. We set out within 30 minutes of the call, in heavy rain, to sort it on-site.
Here's the timeline. The student had applied for the Superloop plan before July 6. On July 8 an Opticomm technician attended — but seemed unprofessional: he never located the building's comms room (the MDF / head-end), didn't even enter it to check, and left saying it would 'work in two days.' The Superloop service duly showed 'active', so the student assumed the fault was their own router and bought a second-hand eero 6 to try. By the afternoon of July 10 there was still no internet.
- Superloop plan applied for before July 6.
- July 8: Opticomm technician attended but never entered the building comms room, then left.
- Service showed 'active' — misleading; the line was never truly provisioned.
- Student blamed the router and tried a second-hand eero 6 for days — no result.
On many new Sydney buildings the fibre infrastructure is Opticomm, not NBN — same idea, different company. Opticomm builds and owns the line; your retailer (Superloop) only sells the plan and does support. If the Opticomm line hasn't been properly provisioned at the building head-end, no router can get you online — a brand-new or second-hand eero 6, a TP-Link, anything. The router was never the problem here, and buying more hardware would only have wasted money. When a new connection shows 'active' with no internet, the culprit is almost always the line, not your gear.
After confirming on-site that the fault sat upstream on the Opticomm line, we called Superloop again on the customer's behalf and stayed on the line for about an hour. Superloop had us run various verification tests, then raised a fault ticket to Opticomm to re-check the building — pending an email or SMS on whether another technician needs to be dispatched. We explained the whole ISP-to-infrastructure collaboration flow to the student so they know exactly what's happening and why, and we're continuing to follow it through until the internet is genuinely working.
- Re-called Superloop (~1 hour) and completed their verification tests.
- Superloop raised a fault ticket to Opticomm to re-check the building line.
- Awaiting email/SMS on a possible technician re-dispatch.
- We keep following up until it's resolved — the customer isn't left chasing it alone.
Result
Root cause identified — the Opticomm line was never properly provisioned (not the eero 6 or any router). Superloop has raised a fault ticket to Opticomm for a re-check/re-dispatch, and we're following it through to resolution. (In progress.)