I was happy with my nbn plan. Changed circumstances mean I can no longer afford to stay connected. Jess discontinued my service in a professional and friendly manner. Show details
Thank you so much, Drex, for your patient and caring support. My experience with Swoop has been very positive so far. The phone and NBN connection has been solid, with no dropouts even not in the major city. After reading many great reviews, we decided to switch our NBN and phone plan to Swoop, and we're so glad we did. The 6-month promotion has… Read more
been a great help and saved us money. The transition from our previous provider was smooth and painless. It was also refreshing to speak with a real person who was knowledgeable, understanding, and genuinely helpful. We highly recommend Swoop for both phone plans and NBN.
I like your callback system and the short brief history of the company. I was not aware that I had to download the eero app and Wilson sorted that out and got me connected. Show details
Reviews with attachments
Care was extremely helpful in troubleshooting a technical issue I had. Was very knowledgeable and patient! Thanks!! Show details
It was so helpful and friendly to talk with team members. Show details
The technical assistant helped me navigate complex procedures, and we resolved the issue within 40 minutes. With support like that, I can genuinely praise the company and the helper. Show details
Great service with the nbn service provider at great price Show details
Willson was amazing he helped me out today and was able to make me feel safe at home Show details
Thanks Mau so much for helping me set up the nbn modem and resolved my issues! I have many phone ports on the wall and it took 1.5hrs to try one by one to get identification and use the Internet. She’s very patient and nice and we fixed this problem successfully at last! Show details
James was extremely helpful in his assistance setting up a brand new router. Since setup, we've experienced an average download speed of 63.7Mbps. Couldn't be happier with James' help - he was super friendly and cooperative and was there to help at every turn. Show details
NO LOYALTY TO EXISTING CUSTOMERS – As an EXISTING CLIENT for the last 8 years - I tried to upgrade to a faster NBN connection but was 'stonewalled' by Swoop's sales member [Name Removed]. I'm paying $59 a month for 50/20Mbps on NBN. The option available is $74 per month for the 100/20Mbps BUT ONLY for new customers. For me (an existing customer) the connection can only be… Read more
offered at $89 for 6 months then it goes up to $99. I tried to ask if '[Name Removed]'s manager' cannot see the logic because of this silly reason - 'they're going to loose an existing customer' for the sake of $15 a month - but he just kept saying NO it is not possible to ask a manger or he cannot offer it... I did say other service provides offer deals at better prices... His responce was basically to explore the other options.
In all honesty - it's not about the $15 a month, it's about the loyalty to your customers and doing the right thing. Clearly they don't care about loosing customers. I'm already checking for alternatives and found another service provider offering a better deal. I guess I'm changing over! Happy new year SWOOP...
Latest follow-ups
Needed help setting up Eero for first time in new home. Operator was very helpful. Connection is good right now...FTTP so expect it to stay that way! 50 Mbps DL, 17 MBPS UL Show details
Follow-up · One month later...it's great! No issues at all
Find out how Swoop NBN 50/20 (Home Everyday) compares to other Internet Service Providers
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My service was suspended, I pay automatically but it only took $64.50 out instead of my usual $72 but no one could tell me why ? Kar fixed the problem for me. Hope it doesn’t happen again Show details
Follow-up · Kar fixed the problem for me, all good now.
John awesome service got connected straight away, appreciate it... Very good Show details
Follow-up · Connection lagging at times for high speed...
In-depth reviews
We lost our internet connection and the Support Team were on hand constantly. There was 2 ladies who I spoke with first and they progressed the problem which gave me good faith the problem would be resolved. On the afternoon Patrick came onboard and after reading thoroughly and talking to me started to go through the possibilities. We tried one or… Read more
two simpler options first then Patrick had the light bulb moment and went back to basics. After quite some time with the 2 knowledgable ladies it took Patrick approx 30 minutes to resolve the issue. I have learned quite a lot about addresses, LAN, WAN, modems, connections to say the least. SUCCESS ! ! ! ! ! thank you Patrick our lives can go back to normality. I think the support team will be aware of my name now and may think what now? They have all acted professionally and with integrity. Thank goodness for them. Patrick has been a stand out in the team for me but that does not detract from the other members who are all knowledgable. The issue was we kept losing the internet connection, not able to use one of our laptops at all. We upgraded tp the 50/20 which did what it says on the box but again losing or getting the message No internet access. To cut the story short, I am not educated in the workings of Wifi, Networking etc. I was advised when we first joined Swoop about getting an Eero 7 modem, I was told that my Mesh Net was adequate, adequate yes but not up to standard. When I had the issues eventually I thought it must be the Modem. Swoop had or still has this Modem on offer so I ordered one. Patrick had got my issue sorted but the Wifi was still not perfect. I got the Modem and installed it myself which was easy. I thought. This gave me a new IP address so into the dark world again and download the Eero app which is a god send and must have. Eventually I am getting there. I am happy with the speed but will go up one more in time. Most of my network is up and running, just had to reset Chromecast via Google Home. All in all I take my hat off to the people in Customer Support who have to work in the dark with people like me until they decipher the non techno language of the septagenarians. Well done SWOOP.
AVOID AT ALL COSTS Swoop, claim to be an Aussie company - sure, their sales people are onshort - but all their support is now offshore and they have some of the worst customer service I have come across. Their staff will repeatedly lie and gaslight you, they will often try and blame the equipment you have rather than genuinely help sort out your… Read more
problems. Even when you provide proof they will say "there's nothing we can do about it" and they don't offer a solution but are entirely happy to keep taking your money.
I ended up taking these guys to the ombudsman and I recommend anyone else do the same. They are a nightmare to deal with. No matter how many times you say "I am unable to answer calls during the day" they insist on calling. Even when the ombudsman was involved they still tried blaming my household - asking if i had solar, or electric hot water, that was interfering with the reception.
I have now moved elsewhere and much happier with the internet connection and service.
17.01.2025 - I called to complain that the line keeps dropping out and has really low speed. Agent says there are no faults reported by NBN and advised it must be my cable that I run between the router and the phone port. Jan - June 2025 - frequent slow internet and dropouts but I feel so anxious about contacting swoop that I don't want to call. At times I get the spinning circle during streaming, as the service buffers. June 2025 - I was contacted by Swoop sales and advised that NBN co had detected sub-optimal service in my area and I was flagged for a FTTP upgrade. I was told at this time that FTTP would be a more stable and reliable internet and I was more likely to get the speeds my plan provided (50/20).
On 07 of July the NBN FTTP was installed.
08 July - I had to get help to set up NBN 09 July - I had to seek help again 15 July - I had to seek help again, they made some changes, then once again blame the cable I am using. I ask for this to be escalated and the agent refuses. August - internet slow, keeps dropping my connections 14 August - internet drops, red light on NBN box. 15 August - internet drops, red light on NBN box. 18 - 20 August - continual dropouts, have to use mobile hotspot to call my customers back, multiple times per day, as the internet connection is sol unreliable. 21 August 2025 - speak with someone on the Australian team, he says there is no evidence of the drop out, makes one adjustment to my settings, says he can't do anything about the red light, so I feel gas lit again. 22 August 2025 - internet drops, red light on box - This time I take a photo. It shows a red light on the Alarm light. Photo sent to swoop. Someone calls me, and now says they can see that there was an error/drop out but there "is nothing we can do", refusing to escalate it to NBN, even though I have provided evidence. They say they will just have to keep an eye on it. I threaten to report it to the ombudsman. When I look on the NBN Co website it clearly indicates a red alarm light means that the unit is malfunctioning. 22 Aug - received an email saying they have escalated it to NBN. 25 Aug - receive late evening text to say a tech will come out on morning of 26 August to look at box - between 8am and 12pm 26 Aug - I take a day off work to accommodate the NBN technician. Call swoop at 10.30am for an update - they say the appointment is still confirmed. Call at 12pm for an update and they say they have no response from NBN and don't know why this has not happened. NBN tech finally arrives at 3pm - he confirms NBN can see that there have been multiple drop outs (which were previously denied by Swoop). NBN tech also confirms the box is malfunctioning and needs to be replaced entirely. 27 Aug to 29 Aug - multiple phone calls from Swoop, even though I have told them on multiple occasions that I am unable to answer calls as I work in a call centre. Multiple emails also, none of which offer a satisfactory solution.
In short, Swoop have: - repeatedly denied that dropouts have occurred, when NBN have confirmed that this was happening - repeatedly blamed the equipment I am using - ignored me when I provided proof of my NBN box malfunctioning - been happy to keep charging me for a substandard service.
I can't comment on my connection yet because I've been unable to connect for the past week since I moved into my new place. While trying to resolve this issue, I've spoken with two Swoop technicians now, and I only have positive things to say. Both techs treated me with the utmost respect and listened to what I had to say. They both took the time… Read more
to explain the situation in a way that I could understand. Not being technically minded, I usually dread these kinds of calls. But Swoop evidently values their customers and it shows.
Special thanks to Diro from Swoop for taking the time to look more closely at my connection issue today. He spent quite some time consulting and while I was on hold, he checked in regularly to assure me he was still there, finding out information and would return to the call as soon as possible. Outstanding communication!
Thanks to Diro's skill and persistence, he discovered there's actually a broken line to my place and arranged for NBN to fix it tomorrow! I'm so grateful for his time, help and expertise, it 100% ensured the best outcome.
Great job, Swoop, great job Diro! Excellent customer support.
Positive reviews
Called Swoop help desk for a problem with my eero 7. Wilson answered the call within a couple of minutes and took me through the steps that resolved the problem. Show details
Neil was an absolute legend! he helped walk me through everything step by step and made everything so much easier. i appreciate his help and im very happy with my first day with swoop. thank you so much! i’m glad i picked this company! Show details
I went through the process with nbn then Swoop to get the fibre to the premisis activated. I was told it would not cost me more. I worked through the process with Swoop with a good resalt. My * nbn is activated * monthly plan is suitable * new modem is on its way Very happy with the staff and service working through the issues with me to reach a satisfactory outcome. Show details
Negative reviews
Against my instructions Swoop charged my credit card for ongoing supply which I cancelled.So they charged me for 10 days that I did not want.Sure their was usage prior to my new connection how do you avoid it!!!. The cancellation was required due to home refurbishment during that period.They refuse to refund the full amount.To charge a card unauthorised is illegal.Try telling them that!!! Show details
Hi KJ, we are very sorry to hear that you've had this… Read more
Find out how Swoop NBN 50/20 (Home Everyday) compares to other Internet Service Providers
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Swoop Customer service is Terrible. I don't even have words to describe them. I am not sure which world they have come from. Absolute rubbish. I switched to TPG. I moved from Melbourne to Brisbane. I took swoop as suggested by my agent. I was super busy with moving furniture, car etc. Got delayed paying my first invoice by one week, I got… Read more
threatening email and they cancelled the service!! That's it. Next month I disconnected from them and connected to TPG. I was with TPG for 8 yrs and I have direct debit setup with them always. They have great customer service. Even one star is hopeless for swoop.
Hi there, we are very sorry to hear that. We have sent you a DM to follow up.
Kind regards, The Swoop Team.
Rubbish. Will never consider using this company. They promote themselves as having Australian based support. What nonsense. That lack of transparency is enough to tell me that I'm better off dealing with another company. One with a skerrick of integrity...and one which actually DOES provide local customer support. Show details
Recent reviews
Diro was a pleasure to deal with , polite and informative and was very quick to help with cancellation of my sevice which had not been activated . Due to our 5G modem working at our new address . Thanks again Show details
Outstanding level of support by DIRO. Professional and communicative thoughout, balancing my desire to input with expert ability to advise. Was determined to stay involved until the problem was solved, which it was. Fantastic experience and result. Show details
BETH is a lovely person. They consider my current circumstances that I requested them. Lovely to talk to them. That’s a great customer service. Happy to stay with Swoop and continue the services. Show details
Since this morning, not able to use my internet services. So I directly called to one of the customer service and they responded in a very polite manner. And the issue was " NBN plug got dropped off " before calling to them it's my mistake to check wether all plugs are plugged in or not but still i called them even though for this matter Emmanuel he responded in a very polite manner. Show details
I really liked how hard Rae tried to sort the issue going on with my internet. She was very kind and polite, always using her manners. She has lovely customer service skills. Even though we couldn’t sort the problem tonight she has a team on board to hopefully sort it out tomorrow. Love the perseverance! Show details
Swoops customer service is on point and they always provide friendly customer service. I returned to swoop due to Launtels uncompetitive pricing structures, fees and more fees. I’d like to mentioned James who was more than willing answering my queries in regards upgrading my FTTN to FTTP service. Thanks James. Show details
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Hi Dan, I believe this has been resolved through our… Read more