Swoop NBN

Had some trouble with setting up our modem for internet connection to the NBN, however Wesley and John assisted us with the matter. They were extremely helpful and very professional, the connection Issue was resolved promptly and we are very grateful for their assistance. Show details

John was a big help and assisted with my issues getting set up very quickly once I was off hold. He made clear instructions that were easy to follow, which is good, because I'm awful with instructions. Show details

This was great service, didn’t take long for the call to be answered and sorted, the service team member we had really knew his stuff and set our internet up very quickly. Pay that man more money Show details

Lyn was very helpful getting me connected to the internet and was great to deal with. Show details

Excellent – Have been with Swoop for many years at two locations, never had any problems. Show details ·  1

I honestly do not write reviews very often, but this experience with Swoop Broadband really stood out because of the amazing support I received from Drexell. I used to be a Swoop customer before switching to another provider after seeing a cheaper offer. Sadly, that decision turned into a nightmare. The new internet connection completely stopped… Read more

working and my home was left without internet for two full days. No matter how many times I contacted their support team, they just could not fix the issue.

Since I was overseas at the time, the whole situation became even more stressful. Out of frustration, I reached out to Swoop through live chat to see if they could help me reconnect.

That’s when Drexell came in and completely changed the experience for me.

She was incredibly patient, responsive, and genuinely caring throughout the whole process. Drexell personally looked after the new connection activation from start to finish and stayed connected with me in the chat the entire time. What impressed me most was that she did not leave the conversation halfway through or pass me around to different people. She stayed until the internet was fully restored and working again.

In a world where customer service often feels rushed and impersonal, Drexell’s support felt truly human. She made a very frustrating situation so much easier to deal with.

A huge thank you to Drexell and the Swoop team. This experience reminded me that good customer support really does make all the difference.

I wrote an email to Swoop Support indicating my departure from Australia in March 2026 for employment overseas, and requested termination of my home NBN internet services. I had even followed up with several emails, when I finally received a response from Support stating that I needed to call the 1300 number for verification to complete the… Read more

formalities. After a brief wait, I was put through to a Customer Support person named Deo, who patiently listened to all the information provided and acted on my request immediately. He showed real customer care and concern that I've never experienced before, and made sure that everything was settled: from the termination of my internet services account to the cancellation of the debit payment for the latest bill in April 2026. His excellent rendering of service for a customer who’s calling Swoop from China has made him someone worthy of respect and one who knows much about due diligence. Most of all, Deo has been extremely helpful in being able to allay all my concerns. It is staff like Deo who truly keep the spirit of customer care alive, thereby adding credibility to the organisation such as Swoop. I shall recommend my friends to take to using Swoop for their internet services and will, hopefully, use Swoop Broadband once again, when I eventually return to Australia. Thank you very much to Deo and to Swoop.

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.

Wesley from the swoop support team was hands down my favourite technical support experience I've ever had .. I very much do not like talking to strangers on the pH ,we were both laughing and enjoying the interaction by the end of the call .. awesome as thankyou Show details

Tony was very helpful and resolved my issues promptly. Great assets to the company. Hope the support from Swoop continues like this. Long wait times to be connected though was not fun. Show details

I started off ready to complain, as the NBN had been off all night, again, but Ron talked me through and found the issue was the cable! Amazing patience, clear instructions and we got there. Best service from any provider if you ask me. Thank you! Show details

Mau A was excellent handling my network outage issue. She took her time with me to explain what ℹ️ she has access to, and to pass my feedback to the engineer team my concerns and questions surrounding clarity of communication. Keep doing good Work! Show details

Lad who assisted me was wonderful. Very personable and polite, concise and quick with the solution I needed also. It was my first customer/client interaction since joining Swoop, and he’s (as well as the company throughout my move in experience) made a really great impression on me. It’s refreshing to just sort issues fast and have a laugh with someone friendly. 10/10, cheers! Show details