Swoop NBN 1000/50 (Home Ultrafast)

Eli was extremely efficient and a very polite young Gentleman. He explained things in a calm a professional manner. Hopefully my internet connection happens soon.Best wishes vaughn Show details

Technically, the connection was fast and reliable. However, Swoop tech support always was overbooked and messages into the system took days to be attended to. Swoop AI robot was incompetent. I stopped autopay and messaged that I wanted to cancel… Read more

the service. I got callbacks and text messages I could not reply to, often at inconvenient times when I was in poor reception. My requests to cancel the service failed because communications into swoop weren’t being attended to. They sent me a further invoice. Finally I spoke to someone who knew how to cancel my service. I am now on Aussie Broadband.

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

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!

Rich has been extremely helpful throughout the process of setting up my NBN. Although the connection has been delayed due to circumstances outside of his control, his communication has been excellent. He’s kept me updated every step of the way and has been very reassuring that everything will be sorted and connected soon. Really appreciate his help and support! Show details

Chatting was a much better experience than calling. Had to wait for hours compared to the near-instant connection to someone via chat. Needed to switch from the 1000/100 plan to a slower 500/50 plan, and Patrick was quick to help. Overall solid experience. Show details

Rich was amazing, clear communicator, helped me sort my new service, modem and technician in a matter of minutes!! Super helpful made the process very quick and easy Show details

OMG READ THIS before you join SWOOP. I signed up about 3 months ago and what a disaster. Firstly the plan I am on is a high speed plan and that is billed correctly. NOW the issues. I'm a gamer, so if all you gamers out there steer well clear of this mob. They have routes (to game servers SEA etc) on their NBN that are clearly slower than other… Read more

providers. How do I know? A mate of mine that lives 2 doors away that has inferior infrastructure and a slower computer, is getting game pings 100-200 ms faster. But they aren't on SWOOP. So today I am calling them again and now the next issue. Their Sales Department has a 1 min wait time and their Technical Department has a 1 HOUR wait time. OMG, there must be others like me that are so dissatisfied they are cancelling or trying to get help. Pathetic. SWOOP these guys under the carpet. I am. BE WARNED!

Churned over to them due to good reviews. Barely usable service on a 1000/100 connection. Speed drops and drops slower and slower. Down to 5.5mbos down while maintaining 95mnps up. Can never get a hold of any form of support. Tried their kick… Read more

connection and it made everything worse. I may need to get a refund and churn somewhere else. There's no way I am paying for what they are providing.

Get's the job done technically, but it's not as good as you'd think. The competitors are offering dedicated fibre lines. Swoop rent their lines from wholesalers, and have their packets grouped in bulk. As a result, you data is consolidated, sent in a batch, broken back down again, and then goes to where it needs to go. My 6ms ping suddenly… Read more

increased to 100ms, with various tracert tests confirming that the data is going to offshore data cleansing centres.

If you want speed, this will get you there. If you want performance, steer well clear.

Personally, I would have liked to have known this in the sign up process.

Rhea help me sort out sign up issue. Signed up with Swoop not knowing they also own my current provider (NodeOne). Was advised a new sign up is not necessary and that they can offer another 6 months at promo price. Some small niggling issues seeking further clarification but the initial engagement is positive. Show details

Amazing product and works great for our household of 7 with high usage of the internet for gaming and streaming. Great customer service also from the Representative Jonathon who served us over the phone with great communication skills. Show details

Rhealyn was very friendly, patient and helpful. She took the time to explain the things I didn’t understand clearly and made sure I understood everything before moving forward. I really appreciated her support and the way she communicated with me. Show details

Great service, always kept up to date on any nbn network issues. User portal has everything you need to monitor the service and allows you to reset it if there are any issues. When I needed to contact Swoop, I spoke with Drexell who was super helpful. Show details

We hadn't had experience setting up internet and had a few hiccups along the way but the support team were not only proactive but also extremely responsive and were able to find a swift solution to our issues and get us running at crazy speeds - thanks team! Show details

Today is the second time this week that I've rung through to the team for help. Both times I've been taken care of by Rich, and both times he has successfully helped me resolve my issues. I'm very impressed by his customer service, his efficiency, and his ability to access the resources needed to complete the tasks at hand. I'm a very happy customer and thankful to have a good start to our broadband journey! Show details

I recently switched my NBN service to another provider on 4 September, but because my automated billing cycle fell on 7 September, I was charged the full monthly amount of $109 for the September period.I called Swoop to sort out a pro-rata refund for the days I wouldn't be using the service. I spoke with Beth, who was fantastic. She quickly… Read more

confirmed that I would receive a refund calculated from the exact day my service was cancelled. She explained the whole process clearly, let me know what to expect next, and sent a follow-up email documenting everything we discussed. Great customer service from Beth during a transition that is usually a headache with other telcos.

Reached out to Live Chat to confirm which UNI-D port was opened as there was no previous confirmation. The chat was very helpful, quick to respond and made sure my internet and modem was up and running correctly before disbanding chat. Show details

Billing account at swoop had been charging me (through direct debit) for a discontinued fixed wireless plan, spoke to Kris at Swoop, he had it sorted out within 15 minutes and a credit going back into my swoop billing account. Thanks again Kris Show details

Rich is very helpful and patient. Thanks for the help. Hopefully the problem will be fixed. The nbn box from my previous owner was broken and Rich helps to test multiple times and suggest to proceed me a new one. Show details

I want to be clear that I am rating the service I received today. Kar that helped me after 6 emails and 3 phone calls, spied the problem and fixed it while I was on the phone. Before this it was 4 weeks of frustration of limited time and a billing error. Partly my fault, but after an email describing the whole issue ,it should have been fixed.… Read more

Swoop was one months billing away from switching to another provider but they came through. Perserver people and your problem will be fixed

Had issues with my internet connection and Rae was extremely helpful and very nice some of the best customer service I have ever received made my day 1000% better Show details