5,963 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.
It have cost me so far more than $ 500.00 and still don't have internet. I'm thinking of getting another career. My smart tv requires the career and password. My tv want connect to internet Show details
Chris was a great source of information and support. Easy to communicate with and has ordered a new NBN box to eliminate if that is the problem of not connecting with the internet Show details
I had an issue with my router settings today, and Neil was very prompt, communicative and helpful in resolving my issue. The problem is totally fixed now, and my service from Swoop has been of comparable quality since we first got our plan. Thank you. Show details
Reviews with attachments
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.
I spoke with a couple of your team members The most helpfulness was Ray he totally understood i didn't understand computers & was absolutely amazing helping me set my NBN & modem up No problems @ all I have only had the thr connection a few hrs but seems awesome so far I have also sent a screen shot of my speed test Is this a good speed
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
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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
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
Latest follow-ups
Wesley fixed all my problems and was extremely patient with me as I knew very little about my service or devices and he made sure everything worked for me. Wesley was extremely supportive and professional and easy to talk to. I’d strongly recommend Wesley. Show details
Follow-up · Service has at time been patchy or has slowed down which was not at all expected given the type of internet connection we have.
as a new customer, thank you for a smooth transition from our previous provider. A shout out to Alice for her assistance here's hoping for a long and steady connection. Thank you Show details
Follow-up · More than one month in, Our Swoop NBN plan is looking after us (50mpbs/17mpbs) We would be classed as light users (2 older adults) Email, online shopping & streaming services (Netflix, Paramount, etc....) Extra details for anyone interested Minor (3 occasions) connection dropouts using our Telstra Fetch TV box, perform a restart - all good (more… Read more
Like to thank Yesha for the patience and help she gave me to overcome the problem with my internet drop outs
Follow-up · Just can't get the phone problem fixed somehow. Keeps hanging up after a few minutes. They tried to fix it about 6 times at least, but after a day or so it goes back to the same problem. Incoming calls are temperamental. Sometimes they work,sometimes they don't. But the hanging up on you each time you're on a call is the worst.
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In-depth reviews
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.
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...
Recent reviews
We have recently relocated and i couldn't figure out how to connect our internet, we are new customers of Swoop. I have 2 son's who are gamers, so as you can imagine i was not there favourite person. This morning i rang and spoke to Kris, he helped me set up the internet, i have to say he was so understanding and has the patients of a saint. As i… Read more
had no clue, and didn't know what I was doing. He is a living legend who has put me back in the good books with my boys and my husband, who can now watch his golf on Foxtel. Thank you so much Kris for all your help. Kindest regards
Thank you to the swoop team especially Jess for activating my account and delivering a new modem as my old one wouldn't work, and the swoop team understanding missing a few payments with money problems and not black listing me like other broadbands especially when you pay your debt but swoop didn't which is awesome thank you Show details
Kar is a fabulous customer support specialist! I felt listened to, relaxed and the problem (which was my fault) was fixed before the call ended. Excellent service! Suspension was lifted and children happy- Happy weekend.
Eli has assisted me for ordering and changing services, and he was happy to answer my questions about the internet and modem connection clearly and kindly throughout all of my enquiries. With that, I was able to have clear understanding of Swoop and its services and was able to resolve the problem on the spot. Overall had a postive experience in Swoop support call. Show details
Wesley had been super helpful and patient during the call. He made sure that my query was resolved and offered suggestions that made the troubleshooting easier. Kudos to him for doing a great job! :) Show details
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Hi Dan, I believe this has been resolved through our… Read more