Troubleshoot

Refreshify: A new way to troubleshoot your internet

Let’s talk about one of the best things we’ve added to the Superloop App. It’s called Refreshify, and it’s here to keep your internet performing at its best.

June 13, 2025

Saidul Hoque, SEO & Content Specialist

Need a net reset? Say g’day to Refreshify

Let’s talk about one of the best things we’ve added to the Superloop App lately. It’s called Refreshify, and it’s here to keep your internet performing at its best. If you’ve ever sat there wondering whether it’s your Wi-Fi playing up or something on the nbn’s end, this new feature could be your new go-to.

We all know the pain of dodgy connections. Whether your Zoom call freezes mid-sentence or your footy stream starts buffering just as someone lines up for goal, it’s frustrating. That’s exactly why we built Refreshify—to run a quick checkup of your connection health and troubleshoot if there’s a problem, sans waiting on hold or digging Google around for answers.

So, what exactly is Refreshify?

Refreshify is a clever little tool inside the Superloop App that lets you run a full health check on your internet connection. It taps directly into both the Superloop network and the nbn to figure out what’s going on behind the scenes. It’s kind of like having a Superloop tech in your pocket, without the high-vis and toolbelt.

If you’re noticing slower speeds, regular dropouts, or the dreaded ‘no connection’ message, Refreshify is designed to help optimise your internet and pinpoint the issue—whether it’s coming from your home setup or something a bit further upstream.

Using Refreshify is a walk in the park

To kick things off, open your Superloop App and look for the Refreshify icon—it’s sitting pretty in the bottom right-hand corner of the screen. Tap it, and the app will guide you through a few quick steps.

You’ll be asked to select the service you’re having trouble with (especially handy if you’ve got multiple services on the go). Once that’s done, Refreshify will get to work, running a series of diagnostics that talk directly to the nbn and the Superloop network.

Now, fair warning—this testing can take about 5 to 10 minutes, and during that time, your internet connection will temporarily pause. It’s a bit like rebooting a device—you’ve got to give it a minute to catch its breath before it comes good. Make sure your mobile device has access to 4G or 5G so you can still receive updates while the test runs.

Once it’s all wrapped up, you’ll get a summary of what Refreshify found, along with suggestions to get things sorted. If there’s something that needs a tech’s touch, Refreshify will proactively book an nbn technician visit for you. Too easy.

What’s happening behind the scenes?

Alright, now for the nerdy bit—because it’s super cool. When you run Refreshify, it kicks off a bunch of checks. First, it confirms your account is in good standing (no sneaky billing dramas), then it checks for known outages on both our end and the nbn’s. From there, it digs into the service quality data nbn reports back to us.

It will also give your connection a bit of a push from our side, restarting your session from the Superloop backbone. The result? A fresh start for your connection, like turning it off and on again, but smarter and more thorough.

All of these tests are what we call “service-impacting,” which is just a fancy way of saying your internet will temporarily go offline during the process. But trust us—it’s all part of giving your connection the reset it needs.

Why Refreshify’s a win for you

Let’s be honest: most of us aren’t tech experts. When something goes wrong with the internet, it can feel like you’re stuck between Googling solutions or sitting on the phone. Refreshify changes that. It puts the power back in your hands by showing you what’s really going on and what to do next.

It’s not just about fixing things faster—it’s about giving you peace of mind. You don’t need to wonder if your modem’s fried or if it’s the nbn playing up. Refreshify will sniff it out and either help optimise your internet performance or help you fix it.

And if something does need a human touch? No worries—you’ll be pointed in the right direction, without needing to start your story from scratch.

The bottom line

Refreshify is one of those features that just makes sense. It’s simple to use, quick to run, and genuinely useful. Next time your connection’s being a bit temperamental, or you just want to keep it performing at its highest, give it a whirl. It might just save you a bunch of time, frustration, and finger-pointing at the router.

So go on, crack open the Superloop App and give Refreshify a spin. Your internet will thank you for it.

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Need help finding it in the app or got questions about what it does? You can check out the FAQs right here.

FAQs

Refreshify is a troubleshooting tool built into the Superloop App. It runs diagnostics across both the Superloop network and your nbn or OptiComm service to find the root cause of a connection problem, then offers tailored steps to fix it. If a technician is needed, Refreshify books the appointment for you.

Refreshify sits in the bottom-right corner of the navigation bar in the Superloop App. You can also open it from the Supermoves section on the app homepage. Download the app, log in, then tap Refreshify and press Start. If you have more than one service, choose which one to test

No. Refreshify is built into the Superloop App, so there's no browser version. You'll need the app on an iPhone or Android device, downloaded from the App Store or Google Play, and you'll need to log in with your Superloop account details before you can run a test.

A Refreshify test takes approximately 5 to 10 minutes. Your internet will be unavailable for that whole period because the diagnostics reset your connection. Start it at a time when nobody in the household needs to be online, and the app will show you the findings as soon as testing finishes.

Yes. Every Refreshify test is service-impacting, so your Wi-Fi and internet will stop working for approximately 5 to 10 minutes while diagnostics run. You can minimise the app and keep using your phone as normal during the test. Your service comes back on its own once testing finishe

Yes. Because Refreshify takes your fixed connection offline, your device needs an active 4G or 5G mobile connection, or mobile broadband, to receive test results and progress updates. Without mobile data you won't see the outcome until your service is restored and you reconnect to Wi-Fi.

Refreshify checks three things: whether your account is active and in good standing, whether there's a known outage on either the Superloop network or your nbn or OptiComm network, and the health of your service as reported by your network provider. It then resets your connection.

The reset depends on your connection type. On FTTP and HFC, Refreshify resets the network termination device in your home. On FTTC it resets the network connection device, and on FTTN or FTTB it resets your VDSL port. It also reboots your service from Superloop's network.

Refreshify answers exactly that. It shows a separate status for the Superloop network, your nbn or OptiComm service, and your modem. Green means no problem detected. Amber means Refreshify can see a potential issue. Red means it can't detect your modem connection, which usually points to something inside your home.

Yes. Refreshify automatically detects and displays whether your service is down because of a network outage, an unpaid bill, or another cause. If it's an outage, you'll see the outage details and an estimated restoration time. If it's an nbn fault, Refreshify raises it with nbn for you.

When Refreshify reports the Superloop and nbn networks as healthy, the cause is most likely inside your home. The app suggests what to check: wireless performance, device performance, and quality of service settings on your modem. If your connection type is limiting you, upgrading to fibre may be worth considering.

Refreshify proposes an appointment and shows you the date and time before anything is confirmed. You can tap Reschedule appointment to pick a different slot, either before you submit or after the booking is made. Tap Cancel here to cancel instantly. There's no charge for the appointment.

Refreshify automatically books the next available time slot if you miss your appointment, so you don't have to call and start over. This automatic rebooking happens for two missed appointments only. After that, you'll need to contact Superloop's support team to arrange a new visit.

After the technician's visit, your network provider confirms whether the fault is resolved and Refreshify shows you a feedback option. Tap My issue is resolved and your ticket closes automatically. Tap My issue is unresolved, describe what's still happening, and Superloop will get back to you within the next day.

Yes. When Refreshify raises a fault with your network provider it displays a case number on screen. You can follow progress in the Superloop App, or contact Superloop and quote that case number. Teddy, the AI assistant, is available around the clock if you'd rather ask a question straight away.

Written by

Saidul Hoque

SEO & Content Specialist

With three years in the telco industry, I work to make sure Superloop customers find the right information at the right time, so they can get the best value and experience from their internet service.