5,292 reviews
AI reviews summary
Swoop Broadband receives high praise for its customer-centric support team, with users frequently highlighting the patience and technical proficiency of specific staff members. While the overall sentiment is overwhelmingly positive, there are recurring frustrations regarding long telephone wait times and occasional service stability issues in specific regions.
Pros
- Exceptional Technical Support: Staff are frequently commended for being patient, knowledgeable, and capable of explaining complex technical steps in plain language to users with limited tech experience.
- Effective Problem Resolution: Most technical issues, including modem configurations, NBN activations, and billing discrepancies, are resolved during the initial contact or via prompt follow-up.
- Helpful Account Management: Users report positive experiences with staff proactively offering better deals, matching competitor pricing, and facilitating smooth plan upgrades or cancellations.
- Convenient Support Features: The web chat and call-back services are highly valued as effective alternatives to waiting on hold, often providing instant or timely resolutions.
Cons
- Extended Phone Wait Times: A significant number of users report waiting between 30 minutes and two hours to reach a representative, which is a primary source of frustration.
- Intermittent Connectivity Issues: Recurring complaints exist regarding random outages, service dropouts every few minutes, and "patchy" speeds, particularly in rural areas or during peak gaming hours.
- Communication Gaps: Some users noted a lack of proactive notification during unplanned outages and occasional delays in responding to email enquiries.
- Billing and Administrative Errors: There are mentions of invoices not being sent as requested, direct debit forms failing to process, and confusion surrounding automatic payment settings after service changes.
Verdict
Swoop Broadband is a strong choice for consumers who value high-quality, human-led customer service and effective technical troubleshooting. While telephone wait times can be substantial and rural connectivity remains a weak point for some, the technical proficiency of the support team and competitive pricing make it a highly recommended provider for standard residential use.
The customer service officer, Diro provided outstanding customer service. He was incredibly patient in answering all of my questions regarding the replacement of the NBN Connection Box. He was very proactive and took ownership of the issue. After I reported that the power adapter for the NBN Connection Box was missing, he called me promptly to… Read more
explain the next steps and make sure everything was progressing smoothly. I was really impressed that the issue was acted on the very same day. Thank you for the efficient, professional and friendly service!
The service representative was knowledgeable, patient and polite. She eas able to guide me through the process of reconnecting to the internet. I'm sorry U di not remember her name Show details
I cannot thank Deo at Swoop enough for the incredible support he provided today. I’d been struggling for over a week trying to connect my modem to my NBN and after getting no where, Deo completely turned the experience around. We spent an hour on the phone together and throughout the entire process he was patient, kind, professional, and… Read more
determined to find a solution. He took the time to carefully work through every possible step, explained everything clearly and never once made me feel rushed or frustrated.
Thanks to his persistence, knowledge, and genuine commitment to helping, he successfully fixed the issue that had been causing me so much stress. Great customer service can be hard to find and Deo truly went above and beyond.
Swoop is fortunate to have someone like Deo on their team. He is an absolute credit to the company and I hope he receives the recognition he deserves. Thank you again Deo, you made a difficult situation so much easier, and I genuinely appreciate all your help.
Reviews with attachments
Tony was very friendly & helpful & made the experience easy. He knew what he was doing & talked me through what I needed to do. Show details
Thank you for shortout my problem and good conversation between customer and company staff Much appreciated Fatma
It was a great experience. As per normal, wait time was long, but normal. Its the end result with solution matters most. I learnt something new about my eero modems. I have been using an older modem and the eero as a WiFi extender. Wrong setup. Tony advised, the eero can be plug in directly to the nbn box. Its sound simple, but for someone with no IT experience, Tony made my internet world a lot faster. Thankyou Show details
Great service from Wilson today. Made payment easy for me
We have been with Swoop NBN for a while now and they have been really reliable which can be hard in rural Victoria. as well as great customer service if there is a problem. Show details
Joann was very helpful and professional in helping me resolve my issue. Helped me troubleshoot from my end, and for future reference if it was to occur again Show details
Care was very helpful and patient with assisting me in setting up my existing modem for my new home. Thank you ☺️ Show details
Amazing one word. Even got me to send screen shots to diagnose the problem.
Care was extremely helpful in troubleshooting a technical issue I had. Was very knowledgeable and patient! Thanks!! Show details
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Spoke with Kris in the help support line, he was so lovely and easy to work with, he was able to help me with my problem and get me service up and running, thankyou Kris!! You have helped a very stressed lady who moved house today feel a lot better, great job!!! Show details
The gentleman was kind, patient, and highly professional throughout the interaction. He assisted with troubleshooting and guided me through resetting and re-establishing the connection between the NBN box and router, including checking the CAT6 cable setup. He explained the technical steps clearly and helped improve my understanding of the… Read more
process.
He was polite, respectful, and communicated effectively at all times. His assistance resulted in the successful restoration of the internet connection.
Overall, he provided excellent customer service and did an outstanding job. ⭐️⭐️⭐️⭐️⭐️
OMG... Neil was wonderful dealing with my whoopsie.... Everyone with Swoop has been very friendly patient & understanding every time I call for some guidance.. This evening Neil was very patient & guided me thru step by step to fixing my issues Only to realise Was problem at MY END No drama, he laughed WITH me & fixed a few extra things along the way.. Thank you Neil.. Another pleasant encounter with Swoop Warm regards Jo
It was so helpful and friendly to talk with team members. Show details
The technical assistant helped me navigate complex procedures, and we resolved the issue within 40 minutes. With support like that, I can genuinely praise the company and the helper. Show details
Great service with the nbn service provider at great price Show details
Latest follow-ups
John responded to my email within 5 minutes and set up monthly direct debit payment of my broadband bill from my credit card. John was polite and very helpful. Show details
Follow-up · I often have poor connection but haven’t had a chance to take it up with the provider. It may be that the router (positioned in downstairs garage) may be in the wrong spot.
Hi Jermaine, thank you so very much for your patience with me during my NBN upgrade. I am not very familiar with computers and electronics, also my phone touch pad is extremely sensitive, that is why I was making so many mistakes. Thank you again for staying with me during the connection. Kind regards, Dudley Hickey. Show details
Follow-up · 1) Yes it did cost more. 2) The speed increase is not really noticeable, the TV still drops out, not as often, and nothing seems faster than before. 3) The upgrade only took hours.
Explaining every steps to setup the internet. Also the price for routers was great.
Follow-up · Router setup was easy. Internet outages have occurred several times in the past two months. Of course, most of them were notified in advance, but one or two were notified right away when the internet was going to be out.
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In-depth reviews
My Experience Switching from Superloop to Swoop NBN After being a long‑time customer with Superloop, I finally made the decision to switch over to Swoop NBN and I want to share my full experience because it has been a massive improvement in both pricing and customer service. I originally joined Superloop during the Boxing Day sales in 2024. At… Read more
the time, I was paying $89 per month for the first 12 months on their discount. Everything seemed fine at first. But when that discount ended, I contacted them and said I wanted to leave. Instead of letting me go, they offered me a retentions discount on the NBN 1000/100 plan for $99 per month, locked in for another 12 months. I accepted it and stayed, thinking it would give me some stability.
Fast forward to just before 1 July 2026, and I received an email from Superloop saying my plan was increasing to $114 per month — even though my retentions discount period wasn’t finished yet. I was still meant to be paying $99, and the discount was nowhere near its end date. I felt completely blindsided. As a loyal customer who had stayed with them for years, it felt unfair and honestly disrespectful.
I called Superloop to clarify the situation, and that’s when I found out you must give 30 days’ notice if you want to leave. I told the representative that I wanted to cancel because I had found a cheaper provider. The whole interaction felt cold and transactional, which confirmed for me that it was time to move on.
That’s when I discovered Swoop.
I did a lot of research online and quickly realised that Swoop offered the same 1000/100 speed tier for $94 per month for life using the TATT15 promo code. That’s a $15 lifetime discount, not a temporary one. No “first 6 months only” tricks. No hidden conditions. Just a straightforward, honest price.
What impressed me even more was that Swoop was one of the only NBN providers in Australia that did NOT increase their prices after 1 July. While other providers were raising prices across multiple speed tiers, Swoop kept all their plans exactly the same. That alone says a lot about how they treat their customers.
My service officially switched over to Swoop on 9 July 2026, and that’s when I spoke to Kris from their support team. He was incredibly friendly, patient, and easy to talk to. I told him I wanted to opt out of CGNAT because I play a lot of online games and sometimes work from home. He processed the request immediately with no hassle at all.
After the switch, I did run into a small issue with my Xbox showing a moderate NAT type, even though CGNAT had been disabled. I called Swoop support again that night — I wish I remembered the name of the guy I spoke to — but he genuinely tried his absolute best to help me. We went through multiple tests, checked my settings, and he stayed on the call until we exhausted every option.
I’m using a TP‑Link BE800, and after doing a factory reset, reconfiguring everything from scratch, and cloning my PC’s MAC address to my Xbox, the NAT type finally changed to open. Even though the issue wasn’t directly Swoop’s fault, their support team still went above and beyond to help me troubleshoot it.
This level of customer service is something I never received from Superloop.
Swoop’s staff actually listen. They don’t rush you. They don’t treat you like a number. They genuinely try to fix the problem, even if it’s something outside their usual scope.
Between the stable lifetime pricing, the excellent customer service, the smooth activation, and the fact that they didn’t raise prices when everyone else did, I honestly feel relieved to have switched providers.
I’m extremely happy with Swoop so far, and I truly hope to stay with them for a very long time. Thanks Luke K
NO LOYALTY TO EXISTING CUSTOMERS – As an EXISTING CLIENT for the last 8 years - I tried to upgrade to a faster NBN connection but was 'stonewalled' by Swoop's sales member [Name Removed]. I'm paying $59 a month for 50/20Mbps on NBN. The option available is $74 per month for the 100/20Mbps BUT ONLY for new customers. For me (an existing customer) the connection can only be… Read more
offered at $89 for 6 months then it goes up to $99. I tried to ask if '[Name Removed]'s manager' cannot see the logic because of this silly reason - 'they're going to loose an existing customer' for the sake of $15 a month - but he just kept saying NO it is not possible to ask a manger or he cannot offer it... I did say other service provides offer deals at better prices... His responce was basically to explore the other options.
In all honesty - it's not about the $15 a month, it's about the loyalty to your customers and doing the right thing. Clearly they don't care about loosing customers. I'm already checking for alternatives and found another service provider offering a better deal. I guess I'm changing over! Happy new year SWOOP...
Just switched my home internet and mobile over to Swoop and couldn't be happier with how it went. I was with Telstra on a 50/20Mbps plan paying $93 a month. Swoop got me onto a 100/20Mbps plan for just $72 a month, so theoretically I get potentially double the speed now and it's saving me twenty bucks a month. Sarah Wilson was the rep who… Read more
sorted it all out for me and she was brilliant. The whole changeover only took a few hours. I woke up the next morning and everything was working flawlessly. Download speed at lunchtime is 55Mbps, so whilst not quite as advertised it's still better than I ever got with Telstra - and I'm paying less. My property is still using the copper telephone wiring, so these speeds are as good as I'm going to get. I'm not complaining. Streaming platforms are smooth with no issues.
Sarah even gave me a call back later on just to double-check everything was up and running properly. You really can't fault that kind of service.
I moved my mobile over at the same time and that went without a hitch, too. Went with an eSIM and it was connected and good to go within a couple of hours. No dramas whatsoever.
Recent reviews
Sarah Wilson at Swoop was a great help when I signed up today. Took the time to explain what I needed to know explained the options available and was really friendly, just waiting on house owners permission to proceed
Had a wonderful experience on the Swoop Live Chat support with Drex. They were awesome at providing me solutions and explaining thoroughly the next steps and relevant questions for my situation from moving phone service provider to Swoop. I would highly encourage people that need assistance to get in touch with the Live Chat support as you get through to them very quickly and they can assist with your enquiry
A phonecall to Swoop, answered straight away, connected me with Jude. I explained what I thought the issue was. Jude checked things his end, discovered the real reason, and explained it to me. The best issue resolution ever!! Prompt, courteous and professional. Thanks Jude! Im pleased to be a Swoop customer. Show details
Hi Swoop I have been chatting with Drexell now and I had a lot of issue regarding the switching internet. He has been so helpful and patient and understood all my enquiries. He has looked into every details, most of them was complicated cases, he managed and solved everything in quick pace. Show details
I rang because of confusion over my billing. Wilson answered, listened patiently, and then took the time to chase through all the facts and my worries were soon resolved. It was nice to talk to someone in Australian and to have the matter cleared up quickly. Show details
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Hi Dan, I believe this has been resolved through our… Read more