4,020 reviews
Jomark helped me sort the wifi speed and inconsistency issues. He was kind, patient and friendly. Issue has finally been resolved will few quick and easy steps. Thanks! Show details
Jermeine was very helpful for extending my over due bill and helping to get my Internet back on to help my son for his device so he can communicate with us thank you so much
Called to temporary cancel the braodband due to no need for broadband (short term). The customer service advisor Mau was very helpful and processed the request within minutes! Very good customer service Show details
Reviews with attachments
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
Jermaine was really help great customer service I would recommend swoop to my friends Show details
We are new on the area and just set up our wirless network unfortunately we need to reconfigure our modem settings. Show details
The NBN had a broad failure possibly due to the massive rain storm. On contacting SWOOP Customer Support, they confirmed with NBN that they had an outage, and messaged me with those details. It was a time consuming job and no expected time of repair. During the day I received eleven SMS. Very important to manage picking up kids etc. Service was reinstated at 630 pm. Thinking of their customers. Job well done. Show details
No waiting for connecting to Technician. Ron uncomplicated the the issue I had & walked me through it all with patience clarity & knowledge. I felt I had real confidence in him from the beginning of the call to the very end. My issue was resolved without me getting too anxious ( I am 76) all due to Ron. So very grateful. I am new to Swoop & was pleased with the level of professionalism Thank You Show details
Was served by Drix. Very patient, clear and helpful. Thankful for such services Show details
This dude neil, was so helpful polite and knowledgable went above and beyond getting me my issues sorted asap, , helped me with some other stuff like underatanding nbn and their processes. Have not had such a delightful and friendly/helpful dialogue with a support person since the early 2000s. Ooh theres a short video option haha, well i guess ill try haha. Show details
Amazing service, highly recommend, very clear instructions, 10/10 really helpful
Excellent Service! Had an issue with my internet re connection at our new home , and the Swoop team provided quick and efficient support. The service was great — problem identified and fixed promptly. Really appreciate their professionalism and responsiveness. — Dijo Show details
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I get 935/95 which is close to the advertised speed of 1000/100 probably limited by an old modem/router Haven't noticed any outages besides when there has been scheduled maintenance which I get email/SMS for. Show details
Very appreciate to John for his customers service over the phone thank you so much John for your help appreciate you God Bless Show details
Aljhay was extremely helpful and very smart, he assisted me and was extremely patient with my lack of knowledge and expertise. He was easy going and easy to understand, got me sorted super fast. Amazing person, this guy deserves a promotion. The absolute best I’ve ever dealt with. Show details
That's good serviced, quick and friendly. Highly recommend for used this company 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
I called in as my internet was down. Neil did a check and found it to be a NBN issue. Once he confirmed that the NBN issue was resolved. He instructed me to power down my NBN box and power it back on after 10 seconds. In doing so, my NBN and internet was restored to normal. Thanks for a satisfactory encounter and fix. Show details
Latest follow-ups
Drix was really helpful, very clear and easy to understand. resolved my issues within an hour - had to diagnose issues with the copper lines and set up a new router/modem Show details
Follow-up · Hello, we have been having issues with our internet frequently. Drop outs continue for long periods, when i try to call for support I end up needing to wait up to an hour which I simply havent had time for lately. I also was charged incorrectly for my service, I was charged for the free NBN upgrade in the next invoice and my internet price was not… Read more
Although Swoop advertise that if you purchase a modem through them it comes ready set up for your internet service this was not the case for us. After the NBN connected our fixed wireless service we still didn’t get an internet connection. However,… Read more
Ron at the Swoop technical support help up set up the Swoop modem. But still no connection. Ron was great in trying to fix the problem. Very thorough and patient. However after over an hour of work he decided that he had to refer the issue up to NBN. The problem was solved by them sometime in the night.
Except for the modem not being configured as advertised so far Swoop support has been excellent.
As we are new to using Swoop we will monitor how things go over time, especially for speeds and dropouts. But so far so good. Our connection speeds, according to speedtest.net, are pretty close to the 100/20mps.
We lost connection overnight on Tuesday 10/2. Called Swoop technical and they were great trying to solve the issue. Eventually they recommended to try a new Ethernet lead but still no go. Kris was great trying to fix the problem but eventually he had to raise the issue with NBN. Eventually we had our connection restored on Saturday, after a powercut. The only problem with fixed wireless is when the power goes down so does the mobile tower. But Swoop were great yet again. They kept us informed as to what the NBN were going to do, so top marks for communication. And their speeds are as advertised.
Follow-up · It’s been just over a week since we were reconnected by NBN and our speeds are great. Better than advertised, even at peak times, so thank you Swoop and you team for your help and advice and communications with NBN and ourselves. Fantastic company. If this happens again I will take notes with Swoop so I can check the modem set up before I contact… Read more
I reported that my internet was not working on Tuesday the chap all he wanted me to do was buy another modem, I rang again this morning Wednesday and got Mau operator to help she fix it in less than ten Minutes. give her a good pat on the back. Show details
Follow-up · still not happy because I had to fix his mistakes. will not use you again.
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In-depth reviews
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.
Mobile internet is frustrating to use but when you have no other choice due to NBN unavailable at residence, what can you do in an affordable but reliable way? All towers in Australia are in dire need of upgrades for the usability in Australia and the population literally choking the internet due to the tech world of devices and only increasing.… Read more
The governments should have done this and everything else 10 years ago to be prepared for everything to just work today as internment has become a daily essential part of life. I’m rapt now that I can resume my live tv streaming (traditional tv today is so boring - news, ads and other junk that doesn’t fancy my taste, not to mention, repeats in December/January as well as annual sport. I don’t know about others but I enjoy my old favourites and shows I’m still slowly progressing through/re-watch every 5 years. Sadly these shows were before HD/widescreens came in. Sadly too a lot of the good actors have left us and not been replaced with actors just as great. It’s been an awkward fix up since December with swoop, but we got there - I just had to use library for last 2 x 8 hour days. Certainly not a quiet place today, sadly. As they now provide other services and our area has council tied in with it so it’s very busy and difficult to find a nice quiet area. I just wished Swoop techs could’ve, when they last came either moved temporarily my signal to another tower or something as mobile phone internet troubles today are cost and bandwidth as the telcos don’t seem to provide adequate data use for day to day streaming, which a reliable internet plan is needed. Ideally I’d rather have NBN as I’m a internet data collector/user with shows/movies/podcasts - new and old - talking petabytes annually.the last support worker I had with Diro actually resolved my troubles and even though it took time, it phased out any additional issues with the ability to connect, as well as needing a new router. Sometimes, asa suggestion, with problems like I had it’d be good if you could actually talk to both the person answering and the supervisors, rather than be regularly put on hold as when you only have 2 hands, rather than a octopus with mutiple things to do at once it becomes frustrating. I hope now my service is fixed and behaves. I also watch my favourites regularly at night for relaxing. Thank-You and have a great weekend and stay safe and cool.
After experiencing difficulty with reconnecting two existing LG Smart TV sets to the internet following upgrade of our NBN service at Mallacoota to FTTP and, consequently, the installation of a new and upgraded router which had been pre-configured for this new arrangement, we sought technical advice by phone from Swoop Broadband to successfully… Read more
resolve our problem. Rather than hold the line open while waiting for two prior callers to have their issues attended to, I chose Swoop's "call-back" option and was pleasantly surprised to be told that a Swoop representative would phone me back in just 6 minutes, which is precisely what happened...no ifs, buts or maybes! Consistent with our experience from the very early days of "dial-up" internet provided by DCSI at Warragal, the help provided by Swoop's Customer Service Officer who phoned me back ("Aljhay" or Jay for short) was outstanding. He quickly identified the source of the problem as being within the smart TVs as distinct from either the NBN service or the new router. Then, displaying great patience and competence, Jay calmly took me through the processes of reconnecting each set to the internet, thereby reinforcing once again the added value of remaining with Swoop as our ISP. Wonderful service and thank you again Jay.
Recent reviews
All my interactions with Swoop technical support have been incredibly helpful, patient and thorough. Mau who just assisted me took the time to ensure I was able to connect to all decides before ending the call. I’m very grateful. My service is working great. Show details
Neil was terrific. I'm useless when it comes to technology, but Neil was excellent in explaining it all to me. He was very helpful and made it easy for me to understand. Thank you Neil. Show details
He first acknowledged that he understood my problem, asked questions and actively listened, then resolve my issue swiftly and in an expert manner. VInce was courteous, respectful, friendly and great at his job. Show details
I had the great pleasure of being assisted by a young lady named Sarah Wilson to explain to me patiently and thoroughly with all my questions and concerns. I am an older customer and have absolutely no clue about what I actually required for my best options and needs. Sarah made me feel calmer and not so inadequate, explaining and talking through… Read more
in clear dail any all of the pros and cons. I have been a customer of DCSI/Swoop for many years the reason being as most all of my customer interactions with the staff have been positive for which I am very grateful. I hope Sarah is acknowledged for being such an asset to your team. I should also mention a young man named Jack who also assisted me with care and kindness. Great job Swoop. Kind regards Karen Hall
John served me and his expert assistance helped me resolve the problems. He was polite and patient. I thoroughly recommend John as an excellent technical problem solver. Thanks, Graeme Barker. Show details
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