Swoop NBN 1000/50 (Home Ultrafast)

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!

I received support from an Agent named Patrick for NodeOne who was one of the best support agents I've utilised in my life. He listened to the issues I was having, and provided swift and technical assistance. My issue has been completely resolved and my faith in the company restored. The phone help sucked - and I was in queue for a long time. Patrick managed to resolve my issue swiftly with text. Show details

Smooth service transition from previous provider Beth was amazing in assisting me with new account and billing information Service started today 18/5/26, and delivered as advertised Very happy so far Show details

Overall speed and quality of service is excellent and cheap. Took a little while for them to get back to me after sending an email regarding CGNAT, - needed a public facng IP request. Their email resposne is not great but phone support is good. They did call me which is a big plus and Lyn was able to sort this and answer my questions in a matter of minutes. Show details

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

Beware of Swoop Service – This ISP is the worst I have dealt with in a very long time. I am Brisbane based however when I shop online the e-commerce sites detect me as being in Melbourne which tells me that my connection is routed via a 3rd party network to where I connect to Swoop network in Melbourne. Does Swoop not have a point of presence in Brisbane? This may also… Read more

explain the poor latency and network performance. The Swoop internet service have been up and down like a yo yo the last ~month and even logging a call with them does not resolve the issue and it seems like logging a complaint with the TIO is not bearing any fruit either.

Diro was very helpful and ensured I was satisfied with my service. I called yesterday and was on the photo for 1hr 30mins with it not being resolved but Diro was able to guide me clearly which resolved my issue Show details

My first interaction with support was to request the removal of CGNAT. My request was handled promptly and professionally by James. The whole interaction was very pleasant and easy. I hope if I have to contact them again that future interactions are just as good! Off to a great start with my new connection! Just for the record, the advertised 1000/100 is exceptional! https://www.speedtest.net/my-result/d/d3c982d5-6264-4eee-a1d1-23a35b70aa9c Show details

Chris was exceptional. Got the information needed to reassure that the problem was being looked at, and then called back (which I wasn't expecting) once the issue had been resolved to let me know. Show details

We are a new customer (joined 3 days prior) and coincidentally had issue with the nbn box being damaged. I've had reached out to the team on Chat Support and was able to schedule a technician smoothly with the help of Patrick and Joann. Although the chats keeps disconnect and I had no way of returning back to the previous chats , each advisor was patience and efficient with the conversation. Show details

Called to ask about the email and text I recieved about my service being connected but not yet using it. Spoke with Neil, and he went through the security questions and security code stuff, check my account and could see it was all working. He sent a message to the concierge team about it and checked my connection, saying it was looking good at… Read more

their end. Spoke about the Euro 7 router/modem they offer, however I politely declined. All in all, a very good experience, thanks.

Diro was absolutely amazing, even tho almost an hr we finally got my internet up and running and now my streaming services & gaming will be awesome. Thank you Diro you went above & beyond for assisting me with my tech issues. Show details

Thanks to Diro for his assistance with a SSID/Password change request. He was patient in understanding my requirement and sent me a screenshot of where to go on the router page (which I was getting confused about). Job done, all worked out well. Thanks Show details

I've had a great experience with Swoop so far. The customer service is top-notch and the connection has been consistently reliable. Highly recommend if you’re looking for a hassle-free ISP. Show details

Upgraded to FTTP and it didn’t automatically switch over from the copper service as something had to be changed on the modem settings so wifi didn’t work but Neil talked me through the steps and made sure we were able to connect and was overall extremely helpful, patient and friendly! 10/10 customer service and made it very easy for me! Show details

Worked with Patrick on the online chat to move from Telstra to Swoop (nbn Ultrafast 1000). Took about 10 minutes to shift my connection date to right now, and we are now up and running. Thanks Patrick. Show details

I think I have NBN 1000/50…I do not truely know…I have experienced huge amounts of drop out, my tv going black and rebooting so to say…I thought it was my TV dying, but tried a second one lent to me…it still happens. I want to say a huge Thank You to Beth, this was my happiest, kindest interaction with a support person since I have become an NBN… Read more

user…My day feels so blessed for having such gentle caring support…she quelled my fears and lifted my heart to feel I was a very cared for member of SWOOP…It feels good to want to sing after such kindness. I appreciate knowing all will be fine payment wise from now on. Some days magic happens, today has been such a day…Thank You, and Thank You Beth!