6,301 reviews
AI reviews summary
Pros
Verdict
Swoop Broadband generally receives positive feedback, with customers frequently praising the helpfulness and professionalism of the support team, quick setup times, and overall reliable network performance. While a subset of reviews points to long phone wait times and challenges with pricing consistency for existing customers, the sentiment remains largely favourable. Overall, users find the service dependable and appreciate the supportive customer care experience.
A special thanks to Rich for his quick help and great customer service. He understood the issue straight away and managed to get it resolved within a few hours. I really appreciate how helpful and responsive he was throughout the process. Thanks again, Rich! Show details
It was a great pleasure speaking to Chris for helping with the nbn connection resolved my issue quickly. I would speak with Chris again if needed, Chris had done a marvelous job & was very patient & polite with me while was doing what was requested me to do Show details
I had Drexell assist me today. I was trying to set up new internet, and I realised I didnt have an NBN box. He was on it straight away and is getting one sent put ASAP. Great service thanks Drex
Reviews with attachments
10/10 experience from Rae. 5:08pm end of call. 17/09/2026 Very thoughtful Very supportive Very effective Missing power cable of NBN box from previous owner. Resolved by tech support in appropriate time. Thank you for your service. Thai - happy customer Show details
It was good experience thank you Wilson for the help Show details
Neil is helpful, knowledgeable and very friendly. Guided me through iso tests to figure out the bottleneck of my connection in no time Show details
Rich was very helpful and informative thank you excellent service and fast Show details
"I give TONY a perfect 10 out of 10. He went above and beyond to help me fix our home Wi-Fi setup, explaining every step of the way as it was all done over the phone he was clean and understanding that I had no idea what I was dining so prompt me the whole way though Tony was incredibly polite, knowledgeable, and patient with all of my questions. Excellent job!" Highly recommended Show details
A very helpful moment, they make sure the customer gets the best Show details
want to give a massive shoutout to Wesley from Swoop for his incredible support! He was extremely helpful, enthusiastic, and patient while guiding me through testing every single port in my house to get my NBN box working. He even proactively sent me an email so I could send him pictures of my setup, which made the troubleshooting and installation… Read more
process so much easier. After three ports failed to connect, he promptly went ahead and scheduled a technician to come and check it out. Right at that moment, the NBN suddenly connected and started working, and our call dropped. Amazingly, just 10 seconds later, Wesley called me right back to make sure everything was okay and to see if I needed any further help. His dedication and attention to customer care are truly next-level. Thank you so much, Wesley, and thank you Swoop!
I've been on a gigabit plan for nearly a month now. We were able to get a fibre connection installed with our plan and service has been stable and fast ever since. I can confirm thanks to a speed test at time of writing that my desktop computer is receiving an average 1.0 Gbps over a Cat 6 ethernet connection. I self-host a number of cloud… Read more
services from home, mainly file storage for my studies and a small blog, and just today I noted I was having issues with port forwarding. Some quick research lead me to see that Swoop's default CGNAT implementation was likely causing my (admittedly fairly esoteric) issue, and with a quick call I was able to opt out of this and the issue was quickly resolved at no additional cost. Kris, my service agent over the phone, was very prompt and helpful despite a bit of a bad line on my end (I don't use Swoop mobile, no need for concern there!) He was responsive and even stayed on the phone while I power-cycled my router just to make sure things were working as intended. I'm quite happy with my service and experience.
I spoke with a couple of your team members The most helpfulness was Ray he totally understood i didn't understand computers & was absolutely amazing helping me set my NBN & modem up No problems @ all I have only had the thr connection a few hrs but seems awesome so far I have also sent a screen shot of my speed test Is this a good speed
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Tony was very friendly & helpful & made the experience easy. He knew what he was doing & talked me through what I needed to do. Show details
Thank you for shortout my problem and good conversation between customer and company staff Much appreciated Fatma
It was a great experience. As per normal, wait time was long, but normal. Its the end result with solution matters most. I learnt something new about my eero modems. I have been using an older modem and the eero as a WiFi extender. Wrong setup. Tony advised, the eero can be plug in directly to the nbn box. Its sound simple, but for someone with no IT experience, Tony made my internet world a lot faster. Thankyou Show details
Great service from Wilson today. Made payment easy for me
We have been with Swoop NBN for a while now and they have been really reliable which can be hard in rural Victoria. as well as great customer service if there is a problem. Show details
Joann was very helpful and professional in helping me resolve my issue. Helped me troubleshoot from my end, and for future reference if it was to occur again Show details
Latest follow-ups
My nbn connection should be cancelled from my previous address on 10th of august, but it did not happen. I got two invoices from swoop. One for previous address and one for new address. I rang up and spoke to [Name Removed] one of customer… Read more
respective. He looked at my account n said it has not been cancelled from my previous address. I was very disappointed and frustrated with swoop. But [Name Removed] has discount me from my previous address and credit to account. I only going to give one star even swoop doesn't deserve one. If I didn't made phone call if will be still getting bills for both addresses.
Follow-up · I moved to my new place on 8th of august. For one week in august I didn't had internet. My internet got contacted on 14th august 2026. So bill period should be from 14th of august to 14th of September. Swoop made me to pay for whole month of august and whole month of September. And today when I made a phone call customer service was rude. Didn't wanna listen. Im going to find oit other nbn provider n leave swoop
DRIX,was an Excellent,polite,helpful person to talk with and with organising a price of hardware I needed. Not a staff member to loose. Show details
Follow-up · Since I signed up with you guys.... no complaints, & at a good price. Thank you
Agent Kris was excellent in helping our connection of our NBN. Excellent
Follow-up · No problems at all it is really the best
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Positive reviews
Was having trouble getting my modem connected. Appreciate customer service being fairly accessible after normal working hours--Rae was fantastic and patient in trying to troubleshoot the issue and provided me with great documentation to forward to my landlord to sort out the issue. Although building issues meant I couldn't get the speeds I was expecting, she was able to get something up and running for me. Show details
Swoop were able to organise my NBN installation within a couple of days of ordering. I also received the modem within a couple of days. Jonathan from the support team was great in following up with me and making sure everything was on track. 10 out of 10 would recommend. Show details
Rae was super helpful and so quick and to top that off so super sweet and kind, as my first time setting up an internet plan they made it feel less scary and stressful and didn’t make me feel like I was doing something wrong. Show details
Negative reviews
The download speeds are no where near stated im downloading below 40MB/s on a 1000mbps plan it should be around 90MB/s to 100MB/s its like they're capping my download speeds. I moved from superloop who were awesome with constant download speeds of around 90MB/s. Also my ping is around 50ms when i was with superloop it was 8ms. Id avoid this company as something fishy is going on Show details
Hi Kieron, I am very sorry to hear this. I have sent you a DM to follow up.
[Name Removed] are good! Give me quick option with what i need. But after he let the sales team call me and the lady said i couldn’t use fixed wireless! What is this option actually? Just to waste my time? Very disappointed! Show details
Hi Siti, I am sorry to hear this - I've sent you a DM so we can follow up with you.
The internet didn’t work fine and I contacted the service provider and disconnected my home internet but still paid $85 for nothing. But the service provider was polite and helped me with cancellation of the service. Her name was Mau and I appreciate her help.
Recent reviews
I would just like to place on record the excellent work and after service that Sacha, your "Customer Service Officer provided to us throughout the changeover from Wireless to an NBN connection. Over the past couple of weeks, we experienced problems with our NodeOne wireless connection and Sacha with provided excellent guidance, advice and… Read more
solutions to resolve the issues that we were experiencing as quickly as possible. He followed up action through regular telephone calls and spend time with us on the phone to ensure that the new NBN connection was working efficiently. We cannot speak highly enough of his service, attention to detail and follow up action in ensuring that our issues were resolved in the fastest possible manner. His actions were always very professional and we feel that he a valued credit to your company in the way that he provide the "after care service" to your customers. Thank you Sacha for helping us through what could have otherwise been a stressful situation. John Boron Greenwood
I cannot thank Deo at Swoop enough for the incredible support he provided today. I’d been struggling for over a week trying to connect my modem to my NBN and after getting no where, Deo completely turned the experience around. We spent an hour on the phone together and throughout the entire process he was patient, kind, professional, and… Read more
determined to find a solution. He took the time to carefully work through every possible step, explained everything clearly and never once made me feel rushed or frustrated.
Thanks to his persistence, knowledge, and genuine commitment to helping, he successfully fixed the issue that had been causing me so much stress. Great customer service can be hard to find and Deo truly went above and beyond.
Swoop is fortunate to have someone like Deo on their team. He is an absolute credit to the company and I hope he receives the recognition he deserves. Thank you again Deo, you made a difficult situation so much easier, and I genuinely appreciate all your help.
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Hi Sajitha, I am very sorry to hear that!
I have sent you a DM to follow up.
Kind regards, The Swoop Team.