Swoop NBN 1000/50 (Home Ultrafast)

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

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 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. 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

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!

Beth (in Support) was very helpful. The speed and reliability of the service couldn’t be better. It’s great. My only issue would be with the discounted pricing for “new” customers, wouldn’t it make sense to look after your old customers too? I’ve been with DCSI/Swoop for years but I am paying substantially more on a month to month than a new… Read more

customer, even if I change plans I don’t get the same 6 month discount as a new customer. Do I really have to swap to another provider to get a discount for 6 months? I would have assumed you’d look after existing customers as well as if not better than new customers. Maybe not?

We are extremely happy with the speed of our internet and the connection is very stable. Today I requested an extension on the due date of our bill and Wesley was a pleasure to speak with. He was super efficient and very polite and friendly, and resolved my issue with haste. Show details

James was very helpful during today’s live chat. I had entered an incorrect email address, and he promptly updated it to the correct address and resent the emails I had missed. He handled the issue efficiently and made the process straightforward. I’m happy with the support I received from James today. Show details

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.

Have had substandered internet for 10 days now. Paying 105 a month for home internet and the business account has been no better. Waste of money will be going elsewhere. Show details

Bad Customer Service and Internet Speeds – This company charges you for an ultrafast NBN service and doesn't deliver anywhere near the speeds. When you call them, they promise to look into it and call you back. Nobody ever calls back so you need to keep chasing them. The company has no problem send out their bill in record time but when it comes to customer support they are shocking. Don't recommend using this provider. Show details

My internet was not working after maintenance, I called and Kris was very helpful. He organised a reset of my NBN and got me all sorted and back online in about 10mins. Thanks Kris, appreciate your help mate. Show details

Great support by John to address my concerns and deliver a great outcome for me as an existing customer. This level of support for existing customers is rare in this industry. Show details

Jayson was kind, courteous, and very knowledgeable. He quickly addressed my issue and resolved it in a matter of minutes. I am grateful he is the one that answers my call. Show details

6 months ago I was struggling to find a provider who can offer ultra fast and consistent speed during peak hours on multiple devices and then I found swoop broadband. It has been a great experience and never had to contact tech support as well as Wilson from Billing team was quite understanding and amazing in understanding our current financial… Read more

situation and did his best to find a balance between retaining the customer while providing amazing support.Ill highly recommend Swoosh for technical superiority and excellent customer service and special shout out to Wilson.

I’ve had an issue for a few weeks now where my internet was upgraded via manipulation from a sales person to an upgrade that isn’t even possible at my property yet. I have made multiple calls trying to get help with this matter and Jude has been the only one so far who has actively come up with a solution for me. Thank you Jude for listening to my… Read more

concern and going to the trouble of helping me. Jude stayed calm and reassuring while I was quite upset on the phone. I would have been without internet for 3 months if Jude didn’t actively find a solution. I couldn’t be more grateful.

Patrick from customer service was extremely helpful after one of my orders was overlooked he went above and beyond to make sure I get my other 2 boxes sent out and made sure delivery team acknowledged before leaving the chat with me. Swoop so far has been amazing with speed and customer service support. Show details

Joann was able to efficiently and quickly provide me with every detail i asked for and greatly helped with the process of getting an nbn box delivered and setting up the Eero :)) Show details

John was very helpful with the issue I had and everything has been resolved. John offered me a $10 discount when my plan finishes. With the current plan the internet has dropped out only once. My daughter plays a games on the internet and has enjoyed the 1000/500 speed as she hasn’t had any issues whilst playing. Show details

Timely responses are difficult to come by. Not with Swoop. James responded with speed and conviction to my query today. As a consumer, that speed is priceless to me. I feel backed by a great company that cares about their customers. Show details