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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See what reviewers are saying
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The person i spoke to on the phone was…Connie
The person i spoke to on the phone was very good and arranged for a replacement node to be sent straight away
22 November 2024
Reply from Swish Fibre
Thank you for your feedback! We’re delighted to hear that Connie provided you with excellent service and promptly arranged for a replacement node to be sent. At Swish, we strive to resolve issues quickly and efficiently, and it’s great to know Connie met your expectations.
If there’s anything else we can assist you with, please don’t hesitate to reach out. Thank you for choosing Swish!
Best regards,
The Swish Team
Great support from Adil!
22 November 2024
Unprompted review
Reply from Swish Fibre
Thank you for your fantastic feedback! We’re so pleased to hear that Adil provided you with great support. Our team works hard to deliver the best service, and it’s always rewarding to see their efforts recognized.
If there’s anything else we can assist you with, don’t hesitate to reach out. Thanks for choosing Swish!
Best regards,
The Swish Team
Very clear communication
Aiman communicates very well, with accuracy and good pace. Good attention to the detail and ensuring that I understood exactly what the contract entailed, she was businesslike and efficient whilst leaving me with the impression that I had dealt with a person who was actually listening.
21 November 2024
Unprompted review
Reply from Swish Fibre
Thank you for your kind words! We’re thrilled to hear about your positive experience with Aiman. Clear communication and attention to detail are values we prioritize, and it’s fantastic to know Aiman ensured you felt heard and well-informed throughout the process.
Your feedback is truly appreciated and will be shared with Aiman and the team. If there’s anything else we can assist you with, please don’t hesitate to reach out.
Thank you for choosing Swish—we’re excited to have you with us!
Best regards,
The Swish Team
Very helpful and courteous call
Very helpful and courteous call. No rush, and follow up activity instigated.
20 November 2024
Unprompted review
Reply from Swish Fibre
Thank you for your kind feedback! We’re thrilled to hear that you had a helpful and courteous experience with our team. We always strive to provide a relaxed and thorough service, and we’re glad you felt well taken care of.
It’s great to know the follow-up actions were initiated as promised. If you need anything else, don’t hesitate to reach out. We’re here to assist you!
Best regards,
The Swish Team
Adil provided a great service from…great switchover
Adil provided a great service from start to finish. My old provider was contacted by SwishFibre and the switch took place on the given date without any problems. The internet speed is now much better. Would recommend talking to Adil if you’re considering switching providers
18 October 2024
Unprompted review
Reply from Swish Fibre
Thank you so much for sharing your experience with SwishFibre! We're thrilled to hear that Adil provided you with excellent service and made the switch to SwishFibre seamless for you. It's great to know you're enjoying the improved internet speed—it's exactly what we aim for!
We'll be sure to pass on your kind words to Adil. If you have any questions or need further assistance, don’t hesitate to reach out.
Thank you for recommending us!
SwishFibre Customer Care Team
Very friendly and efficient
Very friendly and efficient. Took no time. Liked the offer to deal with previous provider
19 November 2024
Unprompted review
Reply from Swish Fibre
Thank you for your feedback! We're delighted to hear that you found our service friendly and efficient. Making the switch as hassle-free as possible is our goal, and we're glad you appreciated our offer to handle your previous provider.
Thank you!
SwishFibre Customer Care Team
Good job overall
Good job overall, with a few hitches, on what was a complex job because of the architecture of house
14 November 2024
Unprompted review
Reply from Swish Fibre
Hi John,
Thank you for your feedback! We're glad to hear that your installation was completed successfully despite the complications. We truly appreciate your patience throughout your experience, and are happy to have you as a customer!
If you encounter any further issues or need assistance, don't hesitate to reach out. We're here to help!
Best regards,
Swish Fibre Support Team
Reply from Swish Fibre
Hi Mike,
We're so glad Sue was able to assist you with your request! We will make sure to pass along your kind words to her.
If you ever need any assistance, please do not hesitate to reach out!
Best regards,
Swish Fibre Support Team
Not great
Not great at all.
Mis-sold the cheapest package because they knew the plume wouldn’t reach to the end of the bungalow. They can only solve by us paying £5 a month for a booster. Ignore what they say about size of property, floors, construction, ours is a timber framed 3 bed bungalow built in 2004 average sized.
I’m now working sat next to the plume pod and connected with an Ethernet cable, it’s the only way to be able to have Teams meetings without issues. Although they were very good with supplying a replacement plume pod, we still don't have a reliable connection. Plus if you have any technical issues after 5pm or over the weekend you can only email them. Note that the majority of positive reviews only relate to the sales team.
So here we are on Friday night no WiFi and could be like that until Monday morning. Fantastic 😳
15 November 2024
Unprompted review
Reply from Swish Fibre
Thank you for sharing your experience, and we sincerely apologize that it hasn't met your expectations. Your feedback is incredibly valuable, and we want to address your concerns.
It’s disappointing to hear that the solution we initially recommended didn’t perform as expected in your home. While our packages are tailored based on general property characteristics, we understand that every home is unique, and we're sorry if this led to miscommunication about your specific setup. We aim to provide reliable Wi-Fi for all spaces and regret that our recommendation didn't achieve this without additional equipment.
Regarding technical support availability, we acknowledge that issues arising outside of office hours can be frustrating. We're currently open between 09:00-17:30 Monday-Sunday so we apologise for any disparity you have experienced with regards to this.
We appreciate you recognizing our efforts to supply a replacement promptly, but it’s clear that the reliability of your connection still needs attention. Please allow us to work with you to improve this. Our team is committed to resolving this issue and finding the right configuration for your needs.
We’re here to help. Please don’t hesitate to reach out directly again so we can ensure you receive the service and performance you deserve. Thank you for giving us the opportunity to make this right.
Swish Fibre Customer Care Team
Connectivity
This is a long problem to do with connectivity, frequent dropping and slow re-connection. Swish tried very hard to see it resolved.
12 November 2024
Reply from Swish Fibre
Hi,
Thank you for your feedback! We’re sorry to hear about the connectivity issues you experienced but are pleased to know that our team worked hard to resolve the problem. Your patience and understanding throughout the process is greatly appreciated.
If you have any ongoing concerns or further questions, please don’t hesitate to reach out, we’re here to help!
Best regards,
Swish Fibre Support Team
Great Service
I've been with Swish for over two years and they provide a great service, although a little on the reactive side if there is an issue. 1 in 2 years so not regular.
Engineers are actually quick to respond but their communication could be better hence the loss of a star.
11 November 2024
Reply from Swish Fibre
Hi Grant,
Thank you for your feedback! We're glad to hear you’ve been happy with the service overall and appreciate you highlighting the areas where we can improve. Positive communication with our customers is a priority of ours, and we are constantly looking for ways we can streamline our services.
If there’s anything you need assistance with, please don’t hesitate to let us know—we’re always here to help!
Best regards,
Swish Fibre Support Team
I found asim to be very helpful and…
I found asim to be very helpful and informative and friendly
13 November 2024
Unprompted review
Reply from Swish Fibre
Hi Tracey,
Thank you for your kind words! It's lovely to know that Asim was knowledgeable and friendly during your interaction, and we will make sure to pass along your feedback to him!
Best regards,
Swish Fibre Support Team
Fast, helpful service.
Aiman was really helpful regarding my switch to Swish Fibre. Nothing was too much trouble.
Thanks Aiman 😊
13 November 2024
Unprompted review
Reply from Swish Fibre
Hi Ian,
Thank you for sharing your experience! We’re thrilled to hear that Aiman was so helpful during your switch, and made the process smooth and easy for you.
If you need any further assistance, we’re here to help!
Best regards,
Swish Fibre Support Team
Anil at Swish was so helpful today
Anil at Swish was so helpful today! Really kind manner and put everything in place for me very swiftly. Excellent service.
13 November 2024
Unprompted review
Reply from Swish Fibre
Hi Cheryl,
Thank you for your lovely review! It's wonderful to hear that Anil provided an excellent service and handled everything swiftly and with care. We hope to keep providing you an excellent service!
If you need any further assistance, don’t hesitate to get in touch.
Best regards,
Swish Fibre Support Team
Very quick and easy to switch
Very quick and easy to switch. Everything explained. Polite and friendly customer service from Anil.
12 November 2024
Unprompted review
Reply from Swish Fibre
Hi Turfrey,
Thank you for your feedback! We are pleased that Anil provided such a lovely service to you, and the process was explained to you clearly and politely. We look forward to having you as a customer!
Best regards,
Swish Fibre Support Team
Can't get an installation
I have been waiting three months to get an installation. 25 phone calls, everyone I speak to tries to be helpful, but there is no way to speak to a manager, or get a manager to call back. Even the complaints procedure has no effect. The problem seems to be a lack of communication between Swish and the installation company that they use. Finally got a surveyor to come out, but two weeks later, still no progress.
It is interesting to note that there are comments from Swish fibre about the 5 star reviews, but no reply to the people that have problems.
12 November 2024
Unprompted review
Reply from Swish Fibre
We deeply regret the frustration and inconvenience you’ve experienced during this process. Waiting three months for an installation is unacceptable, and we sincerely apologize for the delays and the lack of clear communication. Your feedback highlights areas where we need to improve, and we take it seriously.
We understand how exhausting it must be to repeatedly follow up without meaningful progress. While our team aims to provide helpful support it is clear that you have been let down due to the extended delays relating to your install.
We are escalating your case as a priority to ensure this is resolved as quickly as possible. Additionally, we’re reviewing our processes to prevent situations like this in the future, including improving communication between SwishFibre, our partners, and most importantly, our customers.
We also acknowledge your point about responses to critical reviews. Your feedback is invaluable, and we’re committed to addressing issues with the same care and urgency as we celebrate successes.
Thank you for your patience, and again, we’re truly sorry for letting you down.
SwishFibre Customer Care Team
I have been without the internet since…
I have been without the internet since Saturday, it is now Monday and nobody can give me a time, date or an idea when an e tinder may call.
I am new to swish and will start to look at what my options are now.
9 November 2024
Reply from Swish Fibre
We sincerely apologize for the inconvenience you’ve experienced. This is not the level of service we strive to provide at SwishFibre. We understand how frustrating it is to be without internet, and we’re committed to resolving this for you as quickly as possible.
Our team is actively working to address the issue, and we will update you with clear timelines as soon as we have them. Please rest assured that your concerns have been escalated, and we’re prioritizing this to get you back online.
Thank you for bringing this to our attention, and we deeply appreciate your patience. If there’s anything more we can do to assist you in the meantime, please don’t hesitate to let us know.
Swish Fibre, highly recommend.
Asim gave an wonderful customer service to me and guiding me step by step, giving me all the information I needed. Id give a 10 star if I could.
Thanks.
11 November 2024
Unprompted review
Reply from Swish Fibre
Hi Jenesh,
Thank you for your lovely feedback! It's wonderful to hear that you had such a positive experience with Asim! We will make sure to pass on your kind words, and look forward to having you as a customer.
Best regards,
Swish Fibre Support Team
Reply from Swish Fibre
Hi Jayne,
Thank you for your feedback! We are glad that the representative you spoke to was professional and helpful while assisting you.
If you need anything else, please do not hesitate to contact us!
Best regards,
Swish Fibre Support Team
Happy to recommend Swish
It’s been a few days since the installation so in a good position to assess the speed and the overall experience; I have to say I’ve been happy with everything. Scott and Harry were great and made the set up go smoothly. Next day I had a query and spoke to Aiman, who was really helpful.
8 November 2024
Unprompted review
Reply from Swish Fibre
Hi Leo,
Thank you for sharing your experience! We're thrilled to hear that you're happy with your new connection and that everything has been running smoothly since the installation. We will make sure to pass on your positive feedback to Scott and Harry regarding the installation, and to Aiman for his helpful assistance.
If you have any further questions or need assistance in the future, we're always here to help.
Best regards,
Swish Fibre Support Team
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