Swoop NBN 500/50

Fatma handled my inquiry with a very professional and helpful approach. Fatma was able to answer and provide assistance to my upgrade request. Very happy with the service provided. Show details

Wesley was my support person today and he was terrific . Helpful , patient and understanding of my difficulties with trying to do things at my end of the phone. Couldn’t ask for a better support person to help me with my problems. Show details

The customer support was very quick in understanding the situation and crediting our account. This includes unsuspending their service. I should rate lower considering we should not have been overcharged in the first place but this a review of this specific customer service call. Show details

Hi Jermaine, thank you so very much for your patience with me during my NBN upgrade. I am not very familiar with computers and electronics, also my phone touch pad is extremely sensitive, that is why I was making so many mistakes. Thank you again for staying with me during the connection. Kind regards, Dudley Hickey. Show details

Lyn was very helpful getting me connected to the internet and was great to deal with. Show details

RUBBISH internet access. Overseas helpline. They trick you by testing the speed limit of the wrong thing. Imagine a firefighters water hose but only a tiny drop of water is coming out. Their test will tell you that you’re getting 535mbps! Wowww but… Read more

in truth you can’t load google. Speedtest.net take 3 minutes to load standing next to wifi box yet says I’m getting 500+mbps

***UPDATE*** Spent 40 minutes on the phone doing exactly the same things again but now I have to test 9pm, 6am and 12pm tomorrow so they have more “data”. What an insane conversation and backwards company

If I could put negative star I would. Brand new customer, purchased a $99 modem and joined a $72 a month plan so paid $171, great. Instantly received an email saying I needed to pay a further $29 for my $198 bill, confused… They’ve sent 2 modems and tell me to send the second one back and I’ll be credited. Only 1 modem is delivered to me, the… Read more

second modem the delivery service has provided photos of where it’s left… wrong house. I call to inform them and to set up my internet on the modem I did receive. During this phone call my account is charged another $72 that I wasn’t informed of or agree to because I already paid $171… I question it and they once again tell me to send the second modem back that has been delivered to some unknown address and they will credit me. But also I have to pay myself to have it send back. I’ve been on the phone for hours with so many different people, half have accents so think I cannot understand them, and currently down $243 for a $171 bill with no hope of being credited $99 (MINUS shipping) because some random has the second modem. Only recommend this company to people you don’t like because after a day of dealing with these id*ots you will have pulled all your hair out

I honestly do not write reviews very often, but this experience with Swoop Broadband really stood out because of the amazing support I received from Drexell. I used to be a Swoop customer before switching to another provider after seeing a cheaper offer. Sadly, that decision turned into a nightmare. The new internet connection completely stopped… Read more

working and my home was left without internet for two full days. No matter how many times I contacted their support team, they just could not fix the issue.

Since I was overseas at the time, the whole situation became even more stressful. Out of frustration, I reached out to Swoop through live chat to see if they could help me reconnect.

That’s when Drexell came in and completely changed the experience for me.

She was incredibly patient, responsive, and genuinely caring throughout the whole process. Drexell personally looked after the new connection activation from start to finish and stayed connected with me in the chat the entire time. What impressed me most was that she did not leave the conversation halfway through or pass me around to different people. She stayed until the internet was fully restored and working again.

In a world where customer service often feels rushed and impersonal, Drexell’s support felt truly human. She made a very frustrating situation so much easier to deal with.

A huge thank you to Drexell and the Swoop team. This experience reminded me that good customer support really does make all the difference.

Our Internet had been going great at 500Mbps mac until suddenly speeds dropped to about 10Mbps and nearly unusable!! Tried the usual troubleshooting. Ended up ringing Swoop for support. Didn't get up to ringing them until Sunday afternoon and never got through after waiting ages. Thought they were busy. Emailed them and no response the day… Read more

after. They did say on their automated response they are experiencing a massive amount of requests for support.

I did ring through late today. Took a while to get through (did ring as the normal support team finish for the day) - but once I got through the gentleman was super professional, patient, and understanding. He asked a few questions about the uplink cable we are using. I did put a new modem in when we upgraded to 500Mbps but once I looked at the uplink - it looked like a very old cable.

Found another one in my box of goodies and rebooted the modem.

Did another speed test on my laptop. Went from 4-5Mbps this afternoon to 320Mbps. The gentleman thought I was on the 2.4Ghz network. Did the same speed test on my very new phone which was definitely on the 5Ghz network and maxed out at 520Mbps!!

So yes took a while to get through. But the quality of the support provided was amazing!! Great job!

Network is reliable and stable. Customer support is extremely helpful, for instance after a discussion with Beth today all my issues were addressed promptly - and left me satisfied with the service. Show details

Jaison explained the upgrade process, pricing, company policy, and the time allowed for me to make a decision very clearly. He was patient, informative, and gave me all the information I needed without any pressure. I really appreciated his professionalism and helpful approach. Show details

I would like to share my positive experience with Swoop customer support. I only joined Swoop yesterday, so I had many questions and things I didn’t fully understand. Today, I had a very helpful conversation with your customer service team for almost two hours. The support representative was extremely patient, professional, and efficient. All my… Read more

questions were answered, and my issues were resolved quickly. I really appreciate the time and effort taken to help me.

My experience has left a very positive impression, and I believe I made the right choice by joining Swoop.

I have already recommended Swoop to two family members, and they have also joined.

Thank you again for your excellent customer service. I am happy to share my experience!

Diro from swoops customer service was very helpful in cancelling my service. I would have preferred to stay with SWOOP but l was offered a lower and more consistent ongoing payment agreement through another provider. Show details

Signed up with Swoop for NBN and a landline at an existing home. I provided all required details, including the AVC ID and landline number, but then received an email confirming a “new home” connection with no AVC ID listed. This immediately raised concerns about their attention to detail. If they couldn’t get the initial order right, I had no… Read more

confidence in the service. I cancelled the order and had to chase the refund three times via email before finally calling them. I was then advised the refund could take up to a month. Avoid this company. Update: Paul Lapitan contacted me and processed refund. He also apologised for my experience.

Terrible customer service. I ordered an router from them and got a confirmation email saying they were sending it out right away and they would bill our account for it. Three days later I got an email saying they wouldn't send it until I called and made payment. Two days after that, I got another email saying they were sending it. I've emailed… Read more

multiple times with limited replies and still no clear answer as to whether or not a router has been sent.

Edit: They finally reached out upon seeing this review in process and said they would reach out, which they never did. The modem showed up after we had already purchased another one.

Typical customer service for IPS. More or less non-existent. Would not recommend.

I was just offered the new customer $22/month 6 month discount by John, who I have just been talking to on the online Swoop chat forum about upgrading to a faster internet plan that better satisfies my son's internet usage needs. After initially being told that unfortunately it only came with a $10 discount for existing customers, I indicated… Read more

that I found that unsatisfactory and too expensive. John then checked with someone and offered the same discount that is offered to new customers, $22/month. I think this is only fair and will encourage loyalty to Swoop on the part of existing/loyal customers, otherwise we might go elsewhere! Thank you, John.

The customer service assistant - Wilson, that I dealt with, to resolve my payment issue was excellent, he understood what I was explaining and resolved the issue getting our internet reconnected promptly. Show details

Very reliable internet service. No issues faced while in use. Cancelling because we dont need it anymore. However, if need arises in future, then I will reach out once again Show details

I rang because of confusion over my billing. Wilson answered, listened patiently, and then took the time to chase through all the facts and my worries were soon resolved. It was nice to talk to someone in Australian and to have the matter cleared up quickly. Show details

Called up to pay our internet invoice, after attempting to pay it using the phone and hashtag. The young lady I spoke with was extremely helpful, very efficient and our invoice was paid promptly. Thank You. Show details

Neil has helped me to solve all my issues, like connecting the second Eero, removing ad blockers etc . I can now watch live streams on my computers . Neil is very polite , friendly and helpful . I really appreciate his service Linda Show details

Kris Was very very helpful and was very clear with his instructions kris helped sort out 3 days of stress and confusion in trying to sort out our new nbn connection well done kris Show details

Lyn the Technical Support assisted me with grace, patience, in calm kind manner. Her instructions were clear, her tone was professional and polite, and managed to solved the issues in the end. 10/10 Rating for Lyn. Thank you! Show details

I got a wifi connection from swoop , they were very helpful to setup the connection. Special thanks to mr wesley for helping me activate my wifi connection, i really appreciate his support during the whole process. Thank you so much Show details