Swoop NBN 1000/50 (Home Ultrafast)

I spoke with Jermaine, I had an issue where the internet worked for 5 mins then did not work and disconnected he suggested to unplug both nbn box and router and we changed a setting, connected everything back waited another 10 mins and even now 2 hrs after th phone call has not disconnected Thankyou Very pleased with the result Show details

I had 2 issues, one was technical and one was an upgrade to my services. I spoke with Lyn, and she was extremely helpful, polite and professional. Great experience Show details

The support team was absolutely great! They were quick to respond, very friendly and went above and beyond to help me with my issue. Overall, I’m really impressed — excellent service and genuinely helpful support. Highly recommended! Show details

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.

There are many bad things to say about the NBN but there is definitely no argument that is a net positive for consumer choice - if you're unhappy with a provider you can churn away to a new one with great ease. This is a churn out review, but let's be fair and talk about the entire "customer journey". The Swoop service was a perfectly adequate… Read more

NBN service. No bells and whistles, no notable problems. I did not need the support services so I cannot speak to them. Let me award 3 stars for providing a perfectly average baseline NBN service.

Eventually I decided to churn out to a new provider. I received an invoice on the 1st of the month and decided I could do better. I churned out on the 2nd of the month. This process was painless and very fast, and I award 1 star for this, as the automation for disconnections obviously works very well. I was connected to my new provider within literally a few minutes.

However, on the 7th I was charged for the full month of service (as per the invoice on the 1st). I had somewhat hoped that the disconnection would trigger a new invoice with the appropriate amount of credit so that the subsequent charge would be correct, but this did not occur. Note that the invoice and charge was for the month, in advance. It was clear that Swoop were quite happy to walk away with > 95% of my invoiced charge while providing no service at all.

So I filed a ticket via email, and to their credit was called back the next morning. After the usual "identify yourself" shenanigans I was "approved" a refund. This part seemed weird. Were they doing me a favour? Was *I* the bad person for expecting not to pay for a service I didn't get? I was told they would call again soon to finalise the process. I was bewildered why they would need to talk to me again if it was all approved - can't they just do it?

I missed the next couple of phone calls over the next few days (not Swoop's fault) and I eventually called them back myself today. Incredibly, this last part of the process took over 20 minutes, despite there being no phone queue. I was shuffled between three departments (despite choosing "account enquiry in the phone IVR menu), and I had to both re-identify myself each time (giving account details AND an SMS code) and re-explain the problem. There was zero handover between departments for a single phone call.

In the end all I had to provide was my card expiry (which they definitely already had, this is the same card they'd been happily charging me each month). I was told it might take "up to 21 business days" - a frankly incredible number. I asked if this was due to their card processor or their own internal process, and was told it was the latter. So - deliberately holding on to my money for as long as possible.

So -1.5 stars for not just automatically applying a credit/refund and -1.5 stars for making the manual process so annoying and tedious that a cynic might believe it was deliberately so to discourage people from getting their due refund.

5 Stars – **⭐️⭐️⭐️⭐️⭐️ Amazing Speed and Unbeatable Ping!** I switched to Swoop NBN after trying out countless other providers, and I couldn't be happier with my decision! Swoop NBN consistently delivers the fastest speeds I've ever experienced, outshining hundreds of other NBN providers. Whether I'm streaming 4K videos, gaming online, or working from… Read more

home, the connection is always lightning-fast and reliable.

One of the most impressive aspects is the ping rate. With a rock-solid 9ms ping, my gaming experience is smoother than ever—no lag, no delays, just pure, uninterrupted gameplay. This is truly a game-changer for any online gamer!

The customer service is top-notch as well. Whenever I've had questions or needed assistance, the Swoop team has been responsive, friendly, and incredibly helpful. They go above and beyond to ensure customer satisfaction.

If you're looking for the fastest NBN provider with the best ping rates, look no further than Swoop NBN. Highly recommended!

Amazing by Wilson and the team thank you for all your assistance. Payment Extension questions were answered and Financial Hardship Assistance questions were also answered thank you to all team members for their assistance. Show details

My WiFi has been useless since the day we moved in. I was ready to cancel my plan with swoop as every time I’ve called the people haven’t been very helpful and kept blaming it on the Ethernet cord even though I tried multiple cords So when I got DIRO on the end of the phone it was a breath of fresh air. He was so incredibly helpful. He listened… Read more

to the problems I was having with the internet. He took the time to investigate it and was very thorough to ensure no double handling. Hes managed to fix my internet to have a stable connection as an interim fix and escalated to nbn for a fully fixed and fast internet connection. On top of all of this he’s managed to get nbn to come out with 48 hours of my call. He has gone above and beyond for customer service, he is an asset. Give this guy a pay rise!

Drex is being professional and very patient on my request of service cancellation, all good for swoop just need to travel for a couple of months. Hopefully there will be temporally internet service suspension so that user won't have to cancel the service. Show details

The service help was bloody brilliant, prompt, good English with clear pronunciation and helpful and clear. Deo was a great bloke to speak to and he was very helpful Show details

John was extremely helpful and professional in resolving my NBN connection issue. He took the time to clearly explain the problem, followed up promptly, and made sure everything was working properly before closing the case. The whole process was smooth and stress-free thanks to his support. Really appreciate the great service — highly recommended! Show details

Thank you to the Lyn who helped me set up my new WiFi. They were patient, clear, and very professional. Everything was sorted quickly and smoothly. Great service! Show details

I had just purchased my broadband service and needed some support to connect - I had followed the instructions online however it was not working initially. Neil provided very clear instructions and was able to guide me through the process of connecting my eero 7 to the NBN, as well as explaining how to best connect my extender eero 7 to optimize WiFi through the house. Thanks Neil!! Show details

Following an outage caused by nbn hardware failure Swoop quickly arranged an nbn tech appointment and once the service was restored arranged for a credit for the days the service was out. Show details

I was having an issue with my internet connection so turned it on and off, still didnt work then I reset the modem and ended up with no connection at all. I called tech support and was greeted by Jermaine who helped me reconfigure my modem in a very timely manner and also reminded me to not reset my modem myself unless asked by tech support lol. Thank you, Jermaine, for your help, my kids will be happy when they get home :) Show details

Diro went above and beyond to help me setup my new modem. He went step by step with me to make sure that everything was running smoothly and his knowledge on the modems even though I had no clue was great! Lovely, nice guy. Thanks Diro! Show details

Patrick was lovely and engaging and was ready to provide service with love. It was a great customer service. It was clear he cared about his clients and his work. Cheers Show details

Swoop have made some mistakes initially but have worked hard to resolve them and provide excellent customer service in most part. The NBN speeds are fast and reliable. This seems to be a company who appreciates your business and is working hard to keep it. Genuine and sincere is rare to find in today's communications market and Swoop seems to be… Read more

in customer focused in their approach. I hope to see improvements as they grow and with grow, retain this customer focus.

We moved house last year and went from Telstra to Swoop. I cannot believe how good Swoop are. Aside from the actual tech stuff which works perfectly (as it should), what really sets them apart is their customer service and chat support !!!!!! You chat to a real human being who takes the time to sort out the 'problem' or whatever there and then. Possibly the best chat support I have ever used in any company. Worth six stars, not five! Show details

Drex was fantastic. I think he may well have been the best customer service agent I've ever had. He helped answer all my questions and even chased up pushing through the provisioning of the new service. Thank you so much for the time you took dealing with all my questions and I hope if I have an issue I get to deal with you again :) Show details

Jermaine customer service is very helpful to fix the problem I have for few days after out of the power outage, now my nbn service is back to normal. Thank you for helping Show details

Quick and effective solution was provided by Jermaine. Clear instructions in regards to what to do and how to remedy the situation was provided. Very happy, thank you Jermaine. Show details

I just moved over to Swoop and I always need to opt out of CGNAT for media servers etc… Joann completely understood the problem and my issue was promptly resolved without hesitation! Show details

Anthony was so helpful, patient and kind. His directions were very clear and took me through each step and options until my internet was back up and running. Thank you very much for your help. Show details