Swoop NBN 25/5 (Home Casual)

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

Signed up to NBN plan with Swoop Received no confirmation re email outlining the plan First month payment was immediately deducted from my bank account Tried to contact Swoop to clarify issue Online chat proved futile Was put through to another… Read more ·  1

department, was told there was no record of my contract on the system Put through to Accounts - no satisfaction Put through to Rich in Provisioning Team & finally managed to sort things out. By this time I was wanting to cancel my plan with Swoop Rich proved very helpful & explained procedure required to effect cancellation. He was most helpful in getting everything organised & discovering where mistakes were made. I commend his ability to deal with the situation in an amiable & competent fashion.

I have had trouble with NBN attaching FTTP that has been frustrating. Each time I have gone to my provider (Swoop) and they have been very understanding of my issues. I had to contact them again yesterday and Ron was courteous and knowledgeable. He got me up and running quickly. Hopefully all is sorted now. Show details

Very good customer service, Joann was the one who helped me to my request. I was in a short queue before he came to my chat, but the wait time was acceptable. Has showed what professional customer service should and case was closed in a timely manner with satisfaction on my side. Now the elephant in the room, hows the internet quality, during my… Read more

usage I have discovered the same thing as many other reviewers calmed, the internet is not so stable(its the exit point to internet on their side, I can still ping to their server but nothing else when droped, show your router may still show your online if it only ping to the ISP, if you try reboot your router sometimes you get lucky to go back online. but itself will fix it up within the matter of a minute or 2, So I was never able to find out if rebooting helped). but I have never needed to call for any technical helps. cause it away comes back on itself.(but yeah, if you are looking for a 99.99% up time service, this won't be the 1st in rank.) But if you just need some internet access and you don't care if it will drop for 1 minute or 2 before it comes back, it may suit your need.(not suitable to online gaming, may be alright for Grand's internet access(without Emergency calls)).

BTW my service was on 25M NBN FTTP, I got no public IP(connection was on IPOE if you get a new router just plug into the nbn box it should work directly, at least thats my experience with them on this service)

Transferring from Moose mobile internet to Swoop internet has been an unbelievably frustrating and disappointing experience. On 22 July I paid Swoop for NBN service to be Activated on Aug 6. On Aug 6 I had No service. After multiple phone calls with various helpful and sincere technicians at Swoop - internet was established Aug 8. The Swoop… Read more

tech said we cannot use your email (no reason supplied) you need Another email in order to activate the service... I found this to be a strange request with no reason given .. however I went and created another email address as requested and I provided it as it was essential... Connection was then established.

On Aug 9 I received a rude notification stating that I owed Swoop $54 for the month of Aug!

Naturally I contacted them and provided them with banking receipts and confirmation receipts evidence that proved I had Already pre-paid for the month of Aug on July 22.

Despite being assured by various cust reps that there was no worries and the problem would be solved as they could see I have paid.. the problem was NEVER solved. My claim was escalated to a manager... Resulting in..you guessed it - No discernible outcome and no call back.

Aug 12 more phone calls more assurances given very polite cust service individuals that my problem had been escalated up the chain. This eventuated in... No discernible outcome and more hours of my time wasted.

Aug 15 more phonecalls. This time I am told Swoop is a Sister company to Moose mobile and because of this their accounting system recognised the payment I had made for Swoop internet as a payment for Moose mobile even though it was sent to Swoop in order to setup the connection!! Fantastic now let's solve this issue once and for all. Swoop rep told me that there are 2 Active connections at my address and I need to speak to someone over at Moose their sister company. I am forwarded to a Moose Rep they do their thorough investigation and come back stating that no you only have 1 Active connection! The Swoop people don't know what they are talking about. I was then promised a call back from a Moose rep higher up the chain. Do you imagine I received that call?????

The funds that were 'accidentally' taken by Moose need to be retrieved by Swoop. But Apparently it is the Customers responsibility to make this happen!!

You would think there would be some sort of communication or practical discernible process available between the 2 linked companies to resolve this issue but no, the burden of solving this is allegedly the Customers!

The individuals I have spoken to have all been incredibly polite and sincere however their management has failed to step up and resolve this once and for all.

Due to the hours I have had to spend away from work attempting to resolve the mistakes made by these people and their frustrating, embarrassing and woefully incompetent system I cannot possibly recommend either Moose Mobile or Swoop Internet to anyone.

I wish this were Not the case.

"Robelyn" you are truly amazing. Wonderful customer service. 5 star for "Robelyn" only other wise not even a single star. So the swoop supposed to be sending me a modem and start my internet plan for my Home but something went wrong. Most of the support team members took a year only to understand "what is happening ". Every person I talk to was… Read more

trying to help but not being helpful but once I get the chance to talk to "Robelyn" things started getting in the right direction. She helped me and fixed the problem with accuracy. She didn't wasted my time at all.

Robelyn fixed the issue in just few minutes and advised me to give a call if i need any help in future. I called the support team next day to inform that my NBN WiFi is now working and please update this information on my account but guess what they wasted around 40 minutes just to analyse this information and keep on redirecting my call to their colleague and finally I got the Robelyn online again and "in only 2-3min" problem solved.

Thank you so much Robelyn, I wish you best of luck for your Future and I really hope that the swoop is Treating you well.

I really appreciate your help and advice Swoop to acknowledge Robelyn and get more people like her on team.

Spoke with Lyn today, she assisted with me temporarily cancelling my service while i travel overseas. She made this really easy and assured there would be no cancellation or reinstalling fees which i feel is really helpful during these climate times. I will be reinstalling on return in August :) Show details

Contacted your chatline just curious about an issue advised via email. James took the time to find out and was courteous and helpful. Thank you for your time. Our connection has been rock solid and we have not had any problems. Thank you again, James. Show details

I contacted SWOOP technical support because I could not access the internet, despite the modem showing an internet “active” status. John was very helpful and walked me through the steps needed to establish my connection. 10 out of 10 for service. Show details

Yesha was amazing. I could understand her and she expained everything. I had been on the phone during the day for two long hours, speaking to an operator and a supervisor . I got nowhere and became very frustrated, but I never spoke disrespectfully to them. Finally I spoke to Yesha and at last I had proper service. Congratulations Yesha. You did well. Show details

Hardly available all of April and yr staff have NO answers extremely upset with no action just messages advising of network problems will leave swoop if not fixed asap along with all yr customers at this address in other units Show details

“You HAVE to buy our…” – Dodgey organisation with a priority of sales in Tech Support. Told by Tech Support that I was required to purchase a new modem (I have the latest Eero) to acces Swoop services; this was not the situation when I did a phone sign up on Friday After insisting that the Tech Officer review my connection, because I was actualy on the internet during… Read more

the call; there was nothing wrong with it… the call was about clarification of an email refering queries to Tech Support.

DO NOT accept any recommendations to upgrade/“purchase our” until you get them to read speed reports etc to you; to prove it is/is not a modem issue.

To make it worse the senior was VERY unpleasent when asked about why was up-sold in a tech support (not sales, not customer services- tech support line) forcing me to have to complain in writing- only to have the complaint verified and an “apology” that MY expectations werent met issued.

I appreciate that businesses dont want to actually apologise, but you really dont get to apologies to me, about me and think that Ill stay with your organisations‍ and thibk thats an acceptable outcome.

Avoid if you arent good at navigating tech babble for yourself

Had a problem that was quickly resolved with the help from the Swoop team. Special mention to Kris who was patient & professional throughout. Communication & instructions to help resolve the problem was second to none. Thank you so much & keep up the fantastic work you guys do. Show details

We no longer needed a higher plan and using the chat assistant on Swoop, i was connected to Joann. She was very helpful, didn't waste my time and ensured I got the best value during the change over. Many thanks for the service. Cheers, Mick Show details

A good, reliable connection. Swoop has served us well, including with streaming on more than one device. There is occasional scheduled outages but they are probably once in every 6 months. And usually in the dead of night. Show details

Neil was very friendly and helpful. I accept his explanation why you had not received my payment yet. I am disappointed in your service to send those horrible messages after 1 day of late payment while I always make sure I pay well in time. Show details

I would like to thank Kris for his extreme patience with me in fixing my email issue. I am not very good with computers and Kris was able to clearly take me through the process and resolve the issue. I think he deserves a pay rise for having to deal with me lol. Show details

It was nice experience to be with Swoop broadband. And I had to cancel service just for a while unfortunately. And Wilson helped a lot in call during cancellation. Appreciate his time. Show details

I had to cancel my nbn service due to personal reasons, Patrick was very helpful and helped me to cancel my nbn connection. Very good customer service. Fast and quick response. Show details