4,150 reviews
Startup of my new NBN service with Swoop, with assistance from Wilson, was so easy and stress free. He was most patient and helpful and it was a very positive start to our new association with Swoop. Show details
I think I have NBN 1000/50…I do not truely know…I have experienced huge amounts of drop out, my tv going black and rebooting so to say…I thought it was my TV dying, but tried a second one lent to me…it still happens. I want to say a huge Thank You to Beth, this was my happiest, kindest interaction with a support person since I have become an NBN… Read more
user…My day feels so blessed for having such gentle caring support…she quelled my fears and lifted my heart to feel I was a very cared for member of SWOOP…It feels good to want to sing after such kindness. I appreciate knowing all will be fine payment wise from now on. Some days magic happens, today has been such a day…Thank You, and Thank You Beth!
My children were very loud and it was very hard to do the call insane that the person on the phone/DRIO/who was very patient and very very relaxed and polite and respectful and I appreciate that considering there is lots of noise in the background I'm very thankful to have a very good person on the other end of the phone thank you so much for your assistance DRIO ...GOOD WORK Show details · 1
Reviews with attachments
Thank you for understand and the request extension for the payment..
I have just joined Swoop and have found the experience fairly easy and frustrating free. I used my own modem/router and just did what the swoop email said and bingo, I was connected. Very pleased. Speed test at 8:15pm was 382Mbps download and 47Mbps upload using wifi with my phone. Show details
Mau was very helpful and helpful me set up my internet from NBN Box to my router and computer. Show details
This feedback is for Kris, he was phenomenal!! We had an issue with our wifi not working, and Kris guided me on the phone. He took his time, worked at my pace (i am not technical at all), did multiple scenario testing, isolated wires, speedtests, bypass, educated on wires and speed and more. Kris gave the best support I have received from an… Read more
online/phone service in years! He did not rush me, and genuinely tried everything he could to assist with finding the solution. Kris gives Swoosh a great name. If Swoosh have an employee award, I nominate Kris. Very happy customer due to the customer service provided. Also happy with Swoosh as a provider..so far.
Good service always for customers service and can use confidence. Show details
Thanks Mau so much for helping me set up the nbn modem and resolved my issues! I have many phone ports on the wall and it took 1.5hrs to try one by one to get identification and use the Internet. She’s very patient and nice and we fixed this problem successfully at last! Show details
Jermaine was really help great customer service I would recommend swoop to my friends Show details
We are new on the area and just set up our wirless network unfortunately we need to reconfigure our modem settings. Show details
The NBN had a broad failure possibly due to the massive rain storm. On contacting SWOOP Customer Support, they confirmed with NBN that they had an outage, and messaged me with those details. It was a time consuming job and no expected time of repair. During the day I received eleven SMS. Very important to manage picking up kids etc. Service was reinstated at 630 pm. Thinking of their customers. Job well done. Show details
Find out how Swoop Broadband compares to other Internet Service Providers
Know better, choose better.
No waiting for connecting to Technician. Ron uncomplicated the the issue I had & walked me through it all with patience clarity & knowledge. I felt I had real confidence in him from the beginning of the call to the very end. My issue was resolved without me getting too anxious ( I am 76) all due to Ron. So very grateful. I am new to Swoop & was pleased with the level of professionalism Thank You Show details
Was served by Drix. Very patient, clear and helpful. Thankful for such services Show details
This dude neil, was so helpful polite and knowledgable went above and beyond getting me my issues sorted asap, , helped me with some other stuff like underatanding nbn and their processes. Have not had such a delightful and friendly/helpful dialogue with a support person since the early 2000s. Ooh theres a short video option haha, well i guess ill try haha. Show details
Amazing service, highly recommend, very clear instructions, 10/10 really helpful
I get 935/95 which is close to the advertised speed of 1000/100 probably limited by an old modem/router Haven't noticed any outages besides when there has been scheduled maintenance which I get email/SMS for. Show details
Excellent Service! Had an issue with my internet re connection at our new home , and the Swoop team provided quick and efficient support. The service was great — problem identified and fixed promptly. Really appreciate their professionalism and responsiveness. — Dijo Show details
Latest follow-ups
Amazing customer service, we were on the phone for almost an hour and Anthony calmly managed to fix our bad upload speed. Good customer service is truly rare those days. Thanks team; Show details
Follow-up · Slow speed was caused by router needing a factory reset. I've had this router for over 5 years and moved house. Speed is perfect now both for upload and download
RUBBISH internet access. Overseas helpline. They trick you by testing the speed limit of the wrong thing. Imagine a firefighters water hose but only a tiny drop of water is coming out. Their test will tell you that you’re getting 535mbps! Wowww but… Read more
in truth you can’t load google. Speedtest.net take 3 minutes to load standing next to wifi box yet says I’m getting 500+mbps
***UPDATE*** Spent 40 minutes on the phone doing exactly the same things again but now I have to test 9pm, 6am and 12pm tomorrow so they have more “data”. What an insane conversation and backwards company
Follow-up · They straight up cancelled my service without any warning instead of fixing the issue. Crap company and far from australian
Drix was really helpful, very clear and easy to understand. resolved my issues within an hour - had to diagnose issues with the copper lines and set up a new router/modem Show details
Follow-up · Hello, we have been having issues with our internet frequently. Drop outs continue for long periods, when i try to call for support I end up needing to wait up to an hour which I simply havent had time for lately. I also was charged incorrectly for my service, I was charged for the free NBN upgrade in the next invoice and my internet price was not… Read more
Find out how Swoop Broadband compares to other Internet Service Providers
Know better, choose better.
In-depth reviews
I was really disappointed when my Swoop NBN 1000/50 service was suddenly suspended because my NAB bank card got blocked. I understand these things can happen, but waiting around 10 days for a replacement card has been stressful, especially since I rely heavily on the internet for work, communication, and daily life. It created a lot of… Read more
inconvenience and uncertainty during that time.
However, my experience with customer service—especially Beth—made a big difference. She was incredibly patient, kind, and understanding from the beginning. Instead of just explaining the issue, she took the time to listen and offer a real solution. Beth introduced me to a payment plan option that I didn’t even know was available, and she guided me step by step through setting it up with two clear payment dates.
Her support turned what felt like a frustrating and stressful situation into something manageable and reassuring. I truly appreciate her professionalism, empathy, and willingness to help beyond expectations. It’s rare to come across someone who genuinely cares about resolving the issue and supporting the customer at the same time.
While the service suspension itself was disappointing, Beth’s help restored some confidence in the overall experience. I hope Swoop continues to improve flexibility and communication for situations like this, and also continues to value team members like Beth who make a real difference.
For anyone going through a similar situation, it can feel overwhelming at first—but with the right support, things can be worked out. Staying patient and reaching out to the right person really helps.
Although Swoop advertise that if you purchase a modem through them it comes ready set up for your internet service this was not the case for us. After the NBN connected our fixed wireless service we still didn’t get an internet connection. However,… Read more
Ron at the Swoop technical support help up set up the Swoop modem. But still no connection. Ron was great in trying to fix the problem. Very thorough and patient. However after over an hour of work he decided that he had to refer the issue up to NBN. The problem was solved by them sometime in the night.
Except for the modem not being configured as advertised so far Swoop support has been excellent.
As we are new to using Swoop we will monitor how things go over time, especially for speeds and dropouts. But so far so good. Our connection speeds, according to speedtest.net, are pretty close to the 100/20mps.
We lost connection overnight on Tuesday 10/2. Called Swoop technical and they were great trying to solve the issue. Eventually they recommended to try a new Ethernet lead but still no go. Kris was great trying to fix the problem but eventually he had to raise the issue with NBN. Eventually we had our connection restored on Saturday, after a powercut. The only problem with fixed wireless is when the power goes down so does the mobile tower. But Swoop were great yet again. They kept us informed as to what the NBN were going to do, so top marks for communication. And their speeds are as advertised.
Follow-up · It’s been just over a week since we were reconnected by NBN and our speeds are great. Better than advertised, even at peak times, so thank you Swoop and you team for your help and advice and communications with NBN and ourselves. Fantastic company. If this happens again I will take notes with Swoop so I can check the modem set up before I contact… Read more
Mobile internet is frustrating to use but when you have no other choice due to NBN unavailable at residence, what can you do in an affordable but reliable way? All towers in Australia are in dire need of upgrades for the usability in Australia and the population literally choking the internet due to the tech world of devices and only increasing.… Read more
The governments should have done this and everything else 10 years ago to be prepared for everything to just work today as internment has become a daily essential part of life. I’m rapt now that I can resume my live tv streaming (traditional tv today is so boring - news, ads and other junk that doesn’t fancy my taste, not to mention, repeats in December/January as well as annual sport. I don’t know about others but I enjoy my old favourites and shows I’m still slowly progressing through/re-watch every 5 years. Sadly these shows were before HD/widescreens came in. Sadly too a lot of the good actors have left us and not been replaced with actors just as great. It’s been an awkward fix up since December with swoop, but we got there - I just had to use library for last 2 x 8 hour days. Certainly not a quiet place today, sadly. As they now provide other services and our area has council tied in with it so it’s very busy and difficult to find a nice quiet area. I just wished Swoop techs could’ve, when they last came either moved temporarily my signal to another tower or something as mobile phone internet troubles today are cost and bandwidth as the telcos don’t seem to provide adequate data use for day to day streaming, which a reliable internet plan is needed. Ideally I’d rather have NBN as I’m a internet data collector/user with shows/movies/podcasts - new and old - talking petabytes annually.the last support worker I had with Diro actually resolved my troubles and even though it took time, it phased out any additional issues with the ability to connect, as well as needing a new router. Sometimes, asa suggestion, with problems like I had it’d be good if you could actually talk to both the person answering and the supervisors, rather than be regularly put on hold as when you only have 2 hands, rather than a octopus with mutiple things to do at once it becomes frustrating. I hope now my service is fixed and behaves. I also watch my favourites regularly at night for relaxing. Thank-You and have a great weekend and stay safe and cool.
Recent reviews
Anthony was great to talk to. He went out of his way to resolve my problem. Great job mate, keep up the fantastic customer service.I couldnt be happier to talk to someone who actually cares. Its rare now. Show details
Was not sure about an email that said it was from dcsi so i contacted dcsi via phone call and lyn was able to tell me is was a spam message and not to open but delete
Neil was awesome! Very helpful and kind with changing my plan, and offered advice if internet issues persisted after change of plan including upgrading my modem if necessary. He was a very efficient and super happy to help, he deserves a bonus! Show details
Had some billing issues regarding rolling over from one house to another due to going from fixed wireless to fttn to fttp within the span of a month but the support staff member was very helpful and got my account squared up for me. FTTP runs super nicely, very happy so far. Show details
There was a short wait for the swoop person to become available. She was very good with the help and got my problem solved very quickly. I asked her about another issue I had and she was onto it immediately and my problem was solved straight away. She was respectful, polite and very helpful. I could not have asked for better service. Thank you swoop. Show details
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.
Hi Toby, we are very sorry to hear that you've had this… Read more