Really poor customer service. Our router broke and the new one provides a very weak single. They refuse to send an engineer out and the call centre is useless. I would avoid this company there are lot... See more
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I've just upgraded my connection speed and the guy from Swishfibre couldn't have been more helpful. I've been with Swishfibre since cable was installed here and cannot fault them. I've not had any ou... See more
Company replied
Everytime I have had a problem (only 3, not constant!) I have been dealt with very quickly, by a person (Tommii), not loads of pressing buttons and getting automated responses. This time, the signal... See more
Company replied
Swish is a great product. We contacted the company rep Paul Tong who was very honest in his description of his broad band package. He told us about swish and their fibre product, how soon we could e... See more
Company replied
Company details
Written by the company
Swish Fibre is a full-fibre broadband provider, bringing truly exceptional connectivity services to homes and businesses in the Home Counties. Our goal is clear and simple – to improve lifestyles and enhance communities by instantly connecting people and businesses beyond today’s broadband. Please note that Swish Fibre is a brand name of Cuckoo Fibre Limited, a company incorporated in England with company registration number 15060036 and whose registered office is at 6th Floor, 33 Holborn, London EC1N 2HT
Contact info
13 Salisbury Place, W1H 1FJ, London, United Kingdom
- 0800 0489415
- enquiries@swishfibre.com
- swishfibre.com
4.4
Excellent
3K reviews
Replied to 94% of negative reviews
Typically replies within 48 hours
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See how their reviews and ratings are sourced, scored, and moderated.
I had been a BT customer
I had been a BT customer, and now see the error of my ways!!!
There is not another provider, in.y opinion, that comes near SWISH they are the absolute best both for product delivery and phenomenal customer service!!!
2 January 2025
Unprompted review
Reply from Swish Fibre
Dear James,
Thank you so much for your kind words! We’re absolutely thrilled to hear that you’ve had such a positive experience with Swish Fibre and that our product delivery and customer service have exceeded your expectations. We’re committed to providing the best possible experience for our customers, and it’s fantastic to know that you see us as the best in the business!
Your feedback truly means a lot to us, and we’ll continue working hard to maintain the high standards that earned your trust. If you need any further assistance or have any questions, we’re always here to help!
Thank you again for your wonderful review, and for choosing Swish Fibre.
Kind regards,
Swish Fibre Customer Support Team
Impressed with the internet but even…
Impressed with the internet but even more impressed with the customer service. Absolutely lovely to speak to and so helpful.
3 January 2025
Unprompted review
Reply from Swish Fibre
Dear Emma,
Thank you for taking the time to share your experience with us. We’re thrilled to hear that you’re impressed with our internet service and even more delighted that our customer service has made such a positive impression on you.
Our team works hard to ensure that every interaction is helpful and pleasant, so it’s fantastic to know we’ve been able to meet your expectations. Your kind words mean a lot to us, and I’ll be sure to share your feedback with the team.
If there’s anything we can do for you in the future, please don’t hesitate to reach out. We’re always here to help!
Kind regards,
Swish Fibre Customer Support Team
A very helpful company
When I had a problem the young ladies that I spoke to couldn’t be more helpful I would definitely recommend swish fibre
2 January 2025
Reply from Swish Fibre
Thank you for your kind words! We're so glad to hear that our team was able to assist you when you had an issue. Providing helpful and friendly service is incredibly important to us, and it's wonderful to know that the young ladies you spoke to left such a positive impression.
We truly appreciate your recommendation and look forward to continuing to provide you with excellent service. If there's anything else we can help with, please don’t hesitate to reach out.
SwishFibre Customer Care
A reliable and fast service with great customer service
I've just upgraded my connection speed and the guy from Swishfibre couldn't have been more helpful. I've been with Swishfibre since cable was installed here and cannot fault them. I've not had any outages nor speed reduction and the few times I needed some assistance the staff were patient, knowledgeable and professional. The 400 meg upgrade works really well for my needs.
An excellent company who are far superior than the other (big name) suppliers I have used.
31 December 2024
Reply from Swish Fibre
Thank you for your fantastic review! We’re delighted to hear that your experience with SwishFibre has been so positive, from the installation of your service to your recent upgrade. It’s great to know the 400 Mbps upgrade is meeting your needs and that our team provided helpful, patient, and professional support along the way.
We’re especially proud to hear that you’ve had such a reliable connection with no outages or speed reductions—this is exactly the kind of service we aim to provide for all our customers.
Thank you for choosing SwishFibre and for your kind words comparing us to other providers. We truly value your loyalty and look forward to continuing to exceed your expectations!
Swish Fibre Customer Care Team
Really excellent customer service from…
Really excellent customer service from Tommii, understood the issue, promised to resolve it to the best of his ability in a specific time frame. He actually exceeded it on both counts and communicated clearly all the way through the process. The broadband is great too!
26 December 2024
Unprompted review
Reply from Swish Fibre
Dear Jon,
Thank you for taking the time to share your experience with us. We’re thrilled to hear about the excellent service you received from Tommii. It’s fantastic to know that they not only understood and resolved your issue within the promised timeframe but exceeded your expectations and kept you well-informed throughout the process.
Your kind words reaffirm our commitment to providing both outstanding customer support and a high-quality broadband experience. I’ll make sure Tommii is recognized for their efforts—it means a lot to us to have team members like them delivering exceptional service.
If you ever need assistance in the future, don’t hesitate to reach out. We’re always here to help.
Thank you again for your feedback, and we’re so pleased to hear that you’re enjoying your broadband experience with Swish Fibre!
Kind regards,
Swish Fibre Customer Support Team
Professional, clear and courteous advice
I called for advice on setting up Swish fibre. My advisor, Asim, explained the installation and setup process and the various packages available. Asim's advice was clear and easily understandable, and was delivered in a professional, courteous and good-humoured way. I felt confident enough from this call to commit to a Swish package and, at the end of the call, I was left with the feeling like I'm in good hands.
31 December 2024
Unprompted review
Reply from Swish Fibre
Dear Trevor,
Thank you for sharing your experience with us. We’re delighted to hear that Asim provided clear, professional, and good-humoured advice during your call. Helping our customers feel informed and confident in their choices is a top priority, and it’s wonderful to know Asim made such a positive impression.
We’re thrilled that you’ve decided to commit to a Swish Fibre package and that you feel in good hands with us. Rest assured, we’ll continue to deliver the high-quality service and support you deserve as you embark on your journey with Swish Fibre.
If you have any questions or need assistance at any point, please don’t hesitate to reach out—we’re here to help.
Thank you again for your kind words, and welcome to Swish Fibre!
Kind regards,
Swish Fibre Customer Support Team
My internet went down late in the…
My internet went down late in the afternoon of Friday, 20th December. I saw that Customer Service closing hour was 5.30pm and started to panic a bit as I was stuck in a queue as 5.30 passed and the prospect of the Christmas period without the internet wasn’t worth thinking about. Finally at 5.40 Tommii answered my call did a few checks, noted my system might need updating but couldn’t be sure at that time what the engineering schedule was with the holiday imminent. He promised to check for me as soon as he arrived on Monday morning. On Saturday morning I lost connection again. Oh dear. Anyway, the system came back up again after about 30 minutes. Sure enough on Monday morning I received an email update from Tommii that a system update had been carried out on the ONT on Saturday morning and all tests indicated the system was working normally. So far, no further problems.
I can’t fault Tommii for his helpfulness and attentiveness.
For me there are two issues arising from this experience just before Christmas that Swish need to address;
1. If the problem was solved by a software update of the ONT why had this not been done automatically?
2. The ONT (the wee white box on the wall) doesn’t know it’s Christmas. As a service company Swish has a responsibility to ensure there is adequate engineering and customer support over holiday periods.
At one point I was potentially looking at no or intermittent internet coverage for up to two weeks.
20 December 2024
Unprompted review
Reply from Swish Fibre
Hello!
Thank you for reaching out and sharing your recent experience with us. I’m glad to hear that Tommii was able to assist you and that your service has since been restored without further issues. We’ll make sure to recognize Tommii for his helpfulness and attentiveness—it’s great to know he made a positive impression during a stressful time.
We appreciate you highlighting the two key concerns raised by this experience, and I’d like to address them directly:
Automated System Updates: You’re absolutely right—software updates for critical components like the ONT should ideally be carried out automatically to prevent interruptions. While many updates are indeed automated, there are situations where specific updates or conditions require manual intervention. We’re continuously working to improve our processes to ensure minimal disruption to our customers. Your feedback will help us prioritize this area of development.
Holiday Support: We recognize the importance of maintaining robust customer and engineering support throughout holiday periods. As such our engineering team have been on standby over the holiday period for any urgent issues such as yours. Their availability is unfortunately reduced in this time but had it been needed, they would have been with you.
I understand how unsettling it must have been to face potential downtime over Christmas, and I appreciate your patience and understanding as we worked to resolve the issue. If you experience any further concerns or have additional suggestions on how we can improve, please don’t hesitate to let us know.
Thank you for choosing Swish Fibre. We’re committed to providing the best possible service, and your insights are instrumental in helping us achieve that.
Kind regards,
SwishFibre Customer Care Team
Glad I moved to Swish
I was a little hesitant about moving to a small ISP having been with Sky for 6 years. Having done my research including a call to their call centre, I decided to give it a go.
The install process was really good with very good technical staff conducting the install.
The call centre and email service have been very helpful and I now get double the speed (150Mbps) for £5 a month less and the ease with which I can make contact is so much easier than Sky.
29 November 2024
Unprompted review
Reply from Swish Fibre
Hello Chris,
Thank you for taking the time to share your experience! We understand it can be a big decision to move to a smaller ISP, so we’re thrilled to hear that we’ve exceeded your expectations. It’s fantastic to know that our team provided a smooth installation process and that our call centre and email support have been so helpful.
Doubling your speed while saving money is exactly the kind of value we strive to deliver, and we’re glad to hear you’re enjoying the improved service and ease of communication.
Welcome to Swish Fibre! If there’s anything else we can do for you, just let us know.
Best regards,
The Swish Fibre Team
Swish - great customer service
Jodie from Swish has been very helpful with moving my account onto a new tariff, including increasing the speed and with added support.
Never had an issue with my Swish fibre network - can't fault!
22 December 2024
Reply from Swish Fibre
Hello!
Thank you for sharing your fantastic feedback! We’re delighted to hear that Jodie provided such helpful support while updating your account and enhancing your service. It’s great to know we’ve been able to meet your needs with both speed and reliability.
We’re so glad to have you as a satisfied Swish Fibre customer. If there’s ever anything else we can assist you with, don’t hesitate to reach out.
Thank you for your continued support and for choosing Swish Fibre!
Best regards,
The Swish Fibre Team
Reply from Swish Fibre
Hello Richard,
Thank you for your glowing feedback! We're thrilled to hear that you had an excellent experience with our customer service. Your recommendation means the world to us, and it’s fantastic to know we’ve earned your trust.
If you ever need any assistance, we’re always here to help. Thank you for choosing Swish Fibre—we’re delighted to have you as our customer!
Best regards,
The Swish Fibre Team
Aiman was extremely professional and…
Aiman was extremely professional and helpful
17 December 2024
Unprompted review
Reply from Swish Fibre
Hello Michael
Thank you for your kind words! We’re thrilled to hear that Aiman provided you with such professional and helpful service. We’ll be sure to share your feedback with him—it’s always wonderful to hear when our team makes a positive impact.
If there’s anything else we can assist you with, please don’t hesitate to reach out. We’re so pleased to have you as part of the Swish Fibre family!
Best regards,
The Swish Fibre Team
A seemless and highly efficient…
A seemless and highly efficient installation by Tariq and his team. His explanation to an IT dinosaur was very much appreciated.
18 December 2024
Unprompted review
Reply from Swish Fibre
Hi Alan,
Thank you so much for your lovely review! We’re delighted to hear that Tariq and his team provided a seamless and efficient installation experience. It’s especially heartwarming to know that Tariq took the time to explain things clearly—making technology accessible is what we’re all about!
If you have any further questions or need assistance, don’t hesitate to reach out. We’re here to help!
Welcome to Swish Fibre, and thank you for choosing us.
Best regards,
The Swish Fibre Team
Anil was great and quickly booked the…
Anil was great and quickly booked the installation. A good start with a new supplier
17 December 2024
Unprompted review
Reply from Swish Fibre
Hi Andrew,
Thank you for your fantastic feedback! We're so glad to hear that Anil was able to assist you promptly and make the booking process smooth. It's great to know we’ve made a positive first impression as your new broadband provider!
We’re excited to have you onboard and are here to ensure you have a seamless experience every step of the way. If there’s anything you need, just let us know.
Thank you for choosing Swish Fibre!
Best regards,
The Swish Fibre Team
Formal complaint raised, poor Customer Service
Formal complaint number has been raised with Swish Fibre regarding this: 00155321
The worst customer experience ever. I would not recommend Swish fibre, they are a Sales org that get you through the door and then cannot promise the installation or support you to be successful. Moved home and confirmed with Swish to start a new subscription term. Installation date booked right at the end of the 14 days cooling period - not an issue as I'm an existing customer and it's a case of installing and continuing at the new house. Day before the installation it was cancelled. I called up to ask if it will be re-scheduled, Support did not know. Apparently the engineers were "meeting tomorrow" and will call back. The week passed, no call. Next week, on the Monday I call again asking Support for a date. They did not reference the fact that they did not call me back nor any reference made to this supposed Engineer's meeting the previous week. Now they offer a date 2 weeks away (more than 3 weeks after the first install date that was cancelled).
Appalling, working from home is not possible - impacting the move-in to the new home (appliances, security cameras, TV, communication...whatever you use the Internet for!).
I asked to speak to Sales as they communicated the install date and I wanted to discuss the cooling off period as I can get an install date in the next 4 days with Hey Broadband! At this point the 14 day cooling off period has passed just by me waiting to hear back from Swish! Support said to call back and press the Sales option. I did. Spoke to a Sales assistant, I explained that I was not happy, I continued with Swish when I first spoke to the Sales person, who said they can get the date installed as soon as possible and the service can continue. This is mis-selling. This experience is not that at all. The Sales person on the phone kept interrupting me and told me to speak with Support, she hung up. Very rude.
I called Sales again, another Salesperson, I explained the situation and they still referred me back to Support. I call support, explain again and nothing can be changed with the install dates, nothing can be done about me not having internet for over 3 weeks in my new home, nothing can be compensated for the delays.
Appalling service from a company that just doesn't care about you.
UPDATE: 6th January 2025 - the date that was booked for 8th January was NOT booked by Swish despite me speaking directly with someone in Support confirming that day, another failed and missed install date.
16 December 2024
Unprompted review
Reply from Swish Fibre
Dear Srak,
Thank you for taking the time to share your experience, and I want to begin by sincerely apologizing for the frustration and inconvenience caused during your transition to your new home. Your concerns are important to us, and it’s clear that we fell short in meeting your expectations. I assure you that we are reviewing your feedback seriously to address these issues and improve our service.
Here’s how we are responding to your concerns:
Miscommunication About Installation Dates: We apologize for the cancellation of your initial installation date and for the lack of proactive communication about rescheduling. This is not the standard of service we strive to deliver. We are reviewing how installation schedules are communicated and will work on improving both the clarity and consistency of our updates.
Cooling-Off Period and Mis-Selling: We are sorry to hear that you feel misled about the installation timeline. We will investigate the situation to ensure our sales team provides accurate information and sets realistic expectations. If there was an error in communication or understanding, we want to address it transparently and make it right.
Customer Service Interaction: It is unacceptable that you felt unheard or were treated rudely during your interactions with our team. We will follow up with the relevant teams to ensure that all customers are treated with respect and that our processes facilitate smoother communication between Sales and Support.
Impact on Your Move: We recognize the significant impact that the delay has had on your ability to work from home and manage your household. Although we cannot change what has happened, we are reviewing your case to see how we can better assist in situations like yours moving forward.
Thank you for bringing this to our attention and for your patience as we work to resolve the situation. Your feedback is invaluable in helping us improve, and we hope to restore your confidence in Swish Fibre.
Kind regards,
SwishFibre Customer Care
Excellent service
Very pleased with the installation of my Swish Fibre Broadband by Tariq on 11th Dec. He was very helpful and pleasant. Thank you Tariq
11 December 2024
Unprompted review
Reply from Swish Fibre
Hello Anne
Thank you for sharing your wonderful feedback! We're thrilled to hear that Tariq provided you with excellent service during your installation. We’ll be sure to pass along your kind words to him – it will make his day! 😊
We’re delighted to have you as a Swish Fibre customer and hope you enjoy your new broadband experience. If you ever need assistance, don’t hesitate to reach out.
Best regards,
The Swish Fibre Team
Just very helpful they delivered a 5…
Just very helpful they delivered a 5 star service and the sales person Asim was brilliant and very knowledgeable he also rang me back when he said he would
16 December 2024
Unprompted review
Reply from Swish Fibre
Thank you so much for your fantastic feedback! We're thrilled to hear that you received 5-star service and that Asim was able to provide knowledgeable and reliable support. We take great pride in delivering a seamless experience, and it's wonderful to know Asim lived up to your expectations.
If you have any further questions or need assistance, don't hesitate to get in touch.
Welcome to SwishFibre, and thank you for choosing us!
Excellent
Excellent - speedy - and friendly service from Tariq - fantastic job - well done !!!
16 December 2024
Unprompted review
Reply from Swish Fibre
Dear Chris,
Thank you so much for your enthusiastic feedback! We’re delighted to hear that Tariq provided you with such excellent, speedy, and friendly service. It’s fantastic to know that his efforts left such a positive impression, and we’ll be sure to pass on your kind words to him.
At SwishFibre, we strive to deliver a service that’s not only efficient but also leaves our customers smiling. We’re thrilled that Tariq exemplified this for you!
If there’s anything else we can assist you with, please don’t hesitate to reach out.
Best regards,
SwishFibre Customer Care Team
Adil Hussain gave wonderful services
Adil Hussain gave wonderful services. He took responsibility and honoured it. I am pleased with the Sales team's customer service support.
12 December 2024
Unprompted review
Reply from Swish Fibre
Dear Yasir,
Thank you so much for your kind words and for taking the time to share your experience. We’re thrilled to hear that Adil provided you with wonderful service and took responsibility in such an honorable way. At SwishFibre, we take great pride in our Sales team’s dedication to ensuring customer satisfaction, and it’s fantastic to know they’ve met your expectations.
Your feedback will be shared with Adil and the rest of the team—it’s sure to inspire them to continue delivering top-notch support. If there’s anything else we can assist you with, please don’t hesitate to get in touch.
Best regards,
SwishFibre Customer Care Team
Excellent support from Conny
Excellent support from Conny. Understood the problem and made the correct tests and checks.
12 December 2024
Reply from Swish Fibre
Dear Stephen,
Thank you for your fantastic feedback! We’re delighted to hear that Connie was able to provide you with excellent support. Understanding issues thoroughly and performing the right tests and checks is exactly the standard we strive for, and it’s great to know Connie delivered just that.
We’ll be sure to pass along your kind words to her—it will mean so much! Thank you for choosing SwishFibre, and if there’s anything else we can assist you with, please don’t hesitate to reach out.
Best regards,
SwishFibre Customer Care Team
Our Swish Engineer Tariq was superhelpful
Our Swish Engineer Tariq could not have been more helpful or friendly. Nothing was too much trouble and it was a pleasure to have him connect up our fibre broadband. There was a small technical hitch that the house had been previously connected but he sorted this glitch effortlessly. 10/10
4 December 2024
Unprompted review
Reply from Swish Fibre
Dear Shawn,
Thank you for sharing your fantastic feedback! We’re thrilled to hear that Tariq provided you with such friendly and professional service. At SwishFibre, we strive to make every installation seamless, and it’s wonderful to know that Tariq’s expertise and helpful attitude made a positive impression during your fibre broadband setup.
We’re especially pleased to hear that he resolved the technical hitch effortlessly, ensuring everything was up and running smoothly for you.
Welcome to the SwishFibre family, and please don’t hesitate to reach out if there’s anything else we can assist you with.
Best regards,
SwishFibre Customer Care Team
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