6,834 reviews
AI reviews summary
Pros
Verdict
Swoop Broadband generally receives positive feedback, with customers frequently praising the helpfulness and professionalism of the support team, quick setup times, and overall reliable network performance. While a subset of reviews points to long phone wait times and challenges with pricing consistency for existing customers, the sentiment remains largely favourable. Overall, users find the service dependable and appreciate the supportive customer care experience.
Received my router within a few days of order. Had some trouble setting up and though it took a few minutes to reach technical support, the agent who helped me, Care, was very patient and helpful. She walked me through everything step by step and helped me get setup. She also waited to verify that I had connection on not just one device. Very helpful Show details
Was so glad to be served by CARE this afternoon with configuring my internet modem. She was so helpful and got me connected in just a few minutes. Thank you so much CARE. Show details
Kris provided fantastic troubleshooting skills to improve our internet speed. He was persistent and very knowledgeable and patient. Kris also helped review our plan to a more suitable service. Thank you so much Kris!
Reviews with attachments
Eli is the best customer services I call he get on to my request straight away 100% the best Thank you Eli for your hard working Best of luck Show details
Amazing Care thank you so much for helping me fix my internet it was really important. Now I can study and thank you for informing me about the Ethernet cable inside the wall and the two ports and everything else. Show details
Excellent customer service. One hundred percent I will recommend Swoop to all my friends and relatives alike . All the best
So happy with our new NBN connection. Speediest was 948.14Mbps and 94.5Mbps. Support with Neil was so easy. Such a great knowledge and super friendly. Give the man a pay rise. Well done Swoop Show details
Kris is so helpful in setting up our broadband. Kind and cool manner.
Tech support from Mau was great to solve the connection issue Show details
Always fast with call backs. Wait time is never an issue with swoop and DIRO was very helpful and kind over the phone which any customer would value.
Tony was incredibly helpful. I had a gentleman Diro call me earlier in the week to review the status of my internet and was very helpful in letting me know what I was missing. When I called back and got on the phone with Tony we had a very productive phone call. Within 30 minutes he fixed my internet all while being very patient and kind. He sent… Read more
me emails and checked the connections in my house and proved himself very competent and taught me a lot. 5 star service. I am blown away by Swoop
10/10 experience from Rae. 5:08pm end of call. 17/09/2026 Very thoughtful Very supportive Very effective Missing power cable of NBN box from previous owner. Resolved by tech support in appropriate time. Thank you for your service. Thai - happy customer Show details
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It was good experience thank you Wilson for the help Show details
Neil is helpful, knowledgeable and very friendly. Guided me through iso tests to figure out the bottleneck of my connection in no time Show details
Rich was very helpful and informative thank you excellent service and fast Show details
"I give TONY a perfect 10 out of 10. He went above and beyond to help me fix our home Wi-Fi setup, explaining every step of the way as it was all done over the phone he was clean and understanding that I had no idea what I was dining so prompt me the whole way though Tony was incredibly polite, knowledgeable, and patient with all of my questions. Excellent job!" Highly recommended Show details
A very helpful moment, they make sure the customer gets the best Show details
want to give a massive shoutout to Wesley from Swoop for his incredible support! He was extremely helpful, enthusiastic, and patient while guiding me through testing every single port in my house to get my NBN box working. He even proactively sent me an email so I could send him pictures of my setup, which made the troubleshooting and installation… Read more
process so much easier. After three ports failed to connect, he promptly went ahead and scheduled a technician to come and check it out. Right at that moment, the NBN suddenly connected and started working, and our call dropped. Amazingly, just 10 seconds later, Wesley called me right back to make sure everything was okay and to see if I needed any further help. His dedication and attention to customer care are truly next-level. Thank you so much, Wesley, and thank you Swoop!
Latest follow-ups
The Support team is easily contactable, being located domestically, and the service is provided with speed and professionalism. It did not take more than about 10 minutes for the activation of my new number to be resolved. Thank you.
Follow-up · I nave been switched by Swoop to MOOSE mobile and since, communications have not been so professional as service from the Swoop team.
John was great so helpful and patient. Got us up and running so fast Show details
Follow-up · I have returned to Telstra. We had issues with buffering all the time but the main reason for leaving was the lady was rude and it was an inconvenience of me calling when I tried to move the service to our new house and was having problems reconnecting.
Eli was extremely efficient and a very polite young Gentleman. He explained things in a calm a professional manner. Hopefully my internet connection happens soon.Best wishes vaughn Show details
Follow-up · Sadly the company couldn't deliver on their promises and i had to find another provider
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Positive reviews
Harry help us to connect our internet and make everything works! He was so pacient and kind with us, explaining all what we needed to do. Thanks Harry! You are the best.
Harry was excellent, easy to talk to, understood his directions to get our internet working properly and once working properly he said he would call back in 2 hours to make sure we had no further problems. Peace of mind, great tec. support Thankyou Harry Show details
I have just changed providers & needed help to configurate it. Mau was extremely patient with me as I have no tech knowledge & she walked me through it with amazing professionalism & genuine desire to put me at ease whilst doing it. I can't stress how helpful & caring she was toward me. Thankyou so so much Mau, you absolutely made my day. Show details
Negative reviews
Would not recommend to anyone, I have recently moved houses on the 25th of September. I got advised the earliest appointment for a technician from NBN would be the 1st of October between 1-5pm. This person never arrived and called after 5pm to say someone will come out the following day to organise as he was too busy. This person arrived on the… Read more
2nd but "didn't bring enough required materials to complete the job" so said he can return of the 6th of October. Someone new came on the 6th but due to light rain advised couldn't complete the job also and would return the next day. I have contacted Swoop again today the 7th to check if the person is returning and was advised I'll need to reschedule a new appoint with the earliest date being the 14th of October. Not to mention how weak their internet is and the constant drop outs for "unshceduled maintenance" which seem to be a weekly thing, definintely not worth $100 AUD per month for crap internet. I'll continue to leave reviews here and for NBN until this is resolved.
I was with telstra for 2 years but had problems with the support there and bad service for 3 months before joining neptune for a free trial of 5 days and decided it wasnt good enough for me so i switched to swoop which had me pay 1 month upfront , how unfortunate for me , ive had inconsistent , unstable net and dropouts galore not to mention by… Read more
default they block your access to adult websites which can be turned off in there login portal but still an inconvenience other than that alot of websites you cant access ive had some websites deny me access because my connection was considered (vpn or proxy) other websites just dont load , when the connection is fine , browsing and streaming is horrible theres like a 1-3 second delay which leads me to believe theres some sort of routing or traffic issue , i tried calling support to see whats up i tried sales which answered right away but when transferred to tech team i was told wait time is 7 minutes i was on hold for 45 minutes before giving up im going to complete the month i paid for and switch to another provider , this was my personal experience everyone elses could be different and location plays a big factor im located in western sydney if that helps you guys
Hi there, I am very sorry to hear this. I have sent you a DM to follow up.
Best regards, The Swoop Team
OMG READ THIS before you join SWOOP. I signed up about 3 months ago and what a disaster. Firstly the plan I am on is a high speed plan and that is billed correctly. NOW the issues. I'm a gamer, so if all you gamers out there steer well clear of this mob. They have routes (to game servers SEA etc) on their NBN that are clearly slower than other… Read more
providers. How do I know? A mate of mine that lives 2 doors away that has inferior infrastructure and a slower computer, is getting game pings 100-200 ms faster. But they aren't on SWOOP. So today I am calling them again and now the next issue. Their Sales Department has a 1 min wait time and their Technical Department has a 1 HOUR wait time. OMG, there must be others like me that are so dissatisfied they are cancelling or trying to get help. Pathetic. SWOOP these guys under the carpet. I am. BE WARNED!
SWOOP never called me back when they said they would. Pathetic Service. So I connected to Beyond.… Read more (+3 replies)
Recent reviews
I would just like to place on record the excellent work and after service that Sacha, your "Customer Service Officer provided to us throughout the changeover from Wireless to an NBN connection. Over the past couple of weeks, we experienced problems with our NodeOne wireless connection and Sacha with provided excellent guidance, advice and… Read more
solutions to resolve the issues that we were experiencing as quickly as possible. He followed up action through regular telephone calls and spend time with us on the phone to ensure that the new NBN connection was working efficiently. We cannot speak highly enough of his service, attention to detail and follow up action in ensuring that our issues were resolved in the fastest possible manner. His actions were always very professional and we feel that he a valued credit to your company in the way that he provide the "after care service" to your customers. Thank you Sacha for helping us through what could have otherwise been a stressful situation. John Boron Greenwood
I've been on a gigabit plan for nearly a month now. We were able to get a fibre connection installed with our plan and service has been stable and fast ever since. I can confirm thanks to a speed test at time of writing that my desktop computer is receiving an average 1.0 Gbps over a Cat 6 ethernet connection. I self-host a number of cloud… Read more
services from home, mainly file storage for my studies and a small blog, and just today I noted I was having issues with port forwarding. Some quick research lead me to see that Swoop's default CGNAT implementation was likely causing my (admittedly fairly esoteric) issue, and with a quick call I was able to opt out of this and the issue was quickly resolved at no additional cost. Kris, my service agent over the phone, was very prompt and helpful despite a bit of a bad line on my end (I don't use Swoop mobile, no need for concern there!) He was responsive and even stayed on the phone while I power-cycled my router just to make sure things were working as intended. I'm quite happy with my service and experience.
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Hi Daniel, very sorry to hear this. I have sent you a DM to follow up.