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.
Getting harder to get support
After my recent glowing review I now have to report that Swish are not responding as quickly as they used to. Twice now I have emailed support for different things and nobody has/is responding. This is difficult for me as I have issues talking due to a neurological issue. I have explained this to them and they said they’d mark it down to make them aware I prefer email. Emailed on the 7th and called. Was told someone would be back to me in 24 hours and nothing. Shame because they were doing so well. Now I’m left without my static IP and some audio kit not working.
I have had a static IP before so should t be that time consuming to sort. I just need the details but nobody is responding.
Edit: 5 days and waiting still. Not a word from them.
Day 6: and another email sent. Also being ignored via customer care email as well now. All I need is a Static IP
Edit: 20/11. Thank you for your reply but it took me having to call again to get this sorted and it feels like it was just luck that I got someone, who is also disabled, and completely understood my frustrations. The customer service this time fell short on multiple occasions and should this happen again I will have no option but to terminate the contract as not fit for purpose. Again the only reason this got sorted is because I had to call again. If I hadn’t nobody would’ve responded.
Also when I called I was told that the operative that I had spoken to first of all hadn’t put me down as vulnerable, as discussed. It seems people working from home aren’t doing what they say.
7 November 2024
Unprompted review
Reply from Swish Fibre
We deeply apologize for the delays and lack of communication you’ve experienced. Your feedback is critical, and it’s clear we’ve not met your expectations this time, particularly given your preference for email communication, which we should have honored.
We understand how frustrating and inconvenient this situation is, especially with your reliance on a static IP for your audio equipment. Resolving this should not have taken so long, and we’re truly sorry for the disruption this has caused.
We can see this has now been resolved so thank you for your patience.
Thank you for bringing this to our attention, and we deeply regret the frustration caused.
SwishFibre Customer Care Team
They have non existent customer service, use at your own risk, expect to be ignored.
Dug up the road 5 years ago outside my house and installed ducting and covers in the pavements and then knocked on my door to get me to sign up with them as I wanted faster speeds and then I didn’t hear anything back until they contacted me and said they need a way leave agreement signature from land owners (Housing Association) and now they have abandoned the project, despite my neighbours around the corner are all signed up.
Tried contacting by email and get ignored and then eventually someone replies to my 20th email gives me a vague reason why I cannot sign up with them, basically saying they can’t be bothered to get a way leave signature to get the go ahead and abandoned the project, this has been ongoing for 5 years, which is insane.
How hard is it to get 24-34 Redwood Place HP9 1RP area connected to the network? You have connected number 35 and the others…
And if a customer service rep replies to this email telling me to get in contact with them (They ignore emails), I will not as me and my neighbours share the same experience of wanting to get connected to their network, but they cannot be bothered to get a simple way leave agreement signature, and yes I have spoken to the land owners who said it would be fine. So Swish are just rubbish at negotiating, the red flag was when the way leaves officer Kimberley left, I wonder why….
9 November 2024
Unprompted review
Reply from Swish Fibre
We sincerely apologize for the frustration and disappointment you’ve experienced. Your feedback is extremely valuable, and it’s clear we’ve fallen short of the level of service and communication you deserve.
The situation you’ve described is far from acceptable, and we deeply regret the delays and lack of clarity surrounding your connection. The issues with securing wayleave agreements can sometimes be complex, but that’s no excuse for the prolonged delays and lack of proactive communication. We recognize how frustrating it must be, especially given the length of time involved and the proximity of connected neighbors.
We want to assure you that your concerns have been heard and will be escalated to the appropriate teams for review. If there’s an opportunity to revisit this project and address the wayleave requirements, we will do everything we can to make progress.
While it’s clear that prior attempts to resolve this have left you dissatisfied, we’d welcome another chance to provide a resolution. As such we encourage you to reach out to our customer care team for advisory and to provide any updates.
Thank you for taking the time to share your experience, and we’re genuinely sorry for the inconvenience caused.
Nothing Swish about Customer Support
Having been with Swish fibre over the last couple of years, I noted recently that my 500Mbps connection wouldn't run any faster than 100Mbps. Contacting customer support, they coudn't have been less interested. After a couple of attempts to get things resolved, I have now cancelled my contract. They were equally indifferent, no why, or can we resolve anything. So goodbye Swish.
7 November 2024
Unprompted review
Reply from Swish Fibre
Hi Chris,
Thank you for sharing your feedback we are sorry to hear about the speed issues you have been experiencing. It is clear that we have not met expectations in this case, and will use the information provided to review the case and our internal processes.
Our goal is always to assist our customers and provide the best service possible, and we apologise that in this case you have not received this experience and have ended your contract with us.
If you need any assistance or have any questions, please do not hesitate to reach out.
Best regards,
Swish Fibre Support Team
Moved into a new property the previous…
Moved into a new property the previous tenant had Swish fibre.
Called and spoke with Marcel he was very helpfull.
Had to terminate last contract and called me back after and set up a new date to install.
Thanks Marcel
8 November 2024
Unprompted review
Reply from Swish Fibre
Hi Mark,
Thank you for your review! We're delighted to hear that Marcel was so helpful in assisting you with setting up our services at your new property. Ensuring a smooth and efficient transition is always our goal, and it's great to know Marcel provided the support you needed.
If you have any further questions or need assistance, please don’t hesitate to reach out.
Best regards,
Swish Fibre Support Team
Slick customer service, very impressed!
After months of failed attempts with a competitor we decided to give Swish a try and we are so pleased we did! They arranged our install seamlessly (which took the others months to fail)! The customer service is slick and I have been thoroughly impressed with their no-nonsense efficiency.
8 November 2024
Unprompted review
Reply from Swish Fibre
Hi Jo,
Thank you so much for your fantastic feedback! We're thrilled to hear that your experience with us has been smooth and efficient, and we're glad to have you as a customer.
It's wonderful to know that you are pleased with our customer service team and the installation, we always appreciate any feedback you may have! If there is anything we can assist with, please do not hesitate to let us know.
Best regards,
Swish Fibre Support Team
Great customer service from Tommii
Had an issue with billing that I needed to deal with and was speaking on the phone with Tommii who easily, professionally and with real understanding sorted for me. I cannot ask for better customer service than what I received after speaking to Tommii and I am incredibly impressed and grateful that they were the person I spoke to. I hope that those at Swish fibre use Tommii as an example for customer service going forward
8 November 2024
Unprompted review
Reply from Swish Fibre
Hi Thomas,
Thank you so much for your kind words! We're delighted to hear that Tommii provided such outstanding service and could resolve your billing issue smoothly and with understanding. Your feedback means a lot to us, and we’ll certainly pass kind words Tommii and their supervisor. We are happy to have you as a customer!
Best regards,
Swish Fibre Support Team
Asim was very knowledgeable and answered my call very quickly and…
Asim answered my call very quickly and politely. The questions I asked were dealt with professionally.
Options for the usage needs I had were made clear to me.
Signing up was made easy .
8 November 2024
Unprompted review
Reply from Swish Fibre
Hi Mike,
Thank you for sharing your feedback! We’re thrilled to hear that Asim was able to assist you promptly and guide you through your options efficiently. We take pride in our easy sign up process, and look forward to you enjoying the service as well!
Best regards,
Swish Fibre Support Team
All good
All good, rang and got straight through , no long musical interludes.
The lady dealt with my enquiry quickly and I’m all set up with an install date and they even cancelled my old rubbish provider.( the one that puts the prices up with no warning and is shocked you leave).
8 November 2024
Unprompted review
Reply from Swish Fibre
Hi Ekateryna,
Thank you for sharing your experience! We're so pleased to hear that you had a smooth and efficient setup process, and our team were able to assist you quickly! We look forward to providing you with a reliable service, free from unexpected price hikes!
Best regards,
Swish Fibre Support Team
Good Sales Experience
Adil was very diligent and answered my many questions in a helpful way.
6 November 2024
Unprompted review
Reply from Swish Fibre
Thank you for your kind words!
We're thrilled to hear that Adil provided you with thorough and helpful sales experience.
If you have any more questions or need further assistance, please don’t hesitate to reach out. We’re here to help!
SwishFibre Customer Care Team
Abysmal
Abysmal. Didn’t finish our installation on Friday, now will not return calls or emails but the same guys are happily doing new installations on the road opposite.
5 November 2024
Unprompted review
Reply from Swish Fibre
Hi Ben
We're truly sorry to hear about the issues with your installation and the lack of communication you’ve experienced. This isn’t the level of service we strive to provide, and we understand how frustrating it must be.
Please know that your installation is our priority, and we’ll work to resolve this as quickly as possible. We’re currently looking into what happened and make sure a team member contacts you promptly with any updates as they come.
Thank you for your patience, and again, we apologize for the inconvenience. We’re committed to turning this around for you.
Best regards,
SwishFibre Customer Care Team
Reply from Swish Fibre
Hello Darren,
We are happy to hear you had a "very efficient" experience with our team! We hope to continue to provide this moving forwards and thank you for your review!
Kind regards,
SwishFibre Customer Care
Great service
Great service, there is no better customer support than Swish Fibre's. Quick to answer the phone, everyone is knowledgable, just perfect.
4 November 2024
Reply from Swish Fibre
Thank you so much for your fantastic feedback!
We're delighted to hear that you had such a positive experience with our customer support team. Providing quick, knowledgeable, and friendly service is something we strive for every day, so it’s wonderful to know we're hitting the mark.
If there's anything else we can do to enhance your experience, please don’t hesitate to let us know.
SwishFibre Customer Care Team
After a couple of hiccups i needs some…
After a couple of hiccups i needs some help, getting in touch was easy, unlike most others, and the people on the other end know what they’re doing, all sorted, quickly and easily
29 October 2024
Reply from Swish Fibre
Hi there,
Thank you for sharing your experience! We're glad to hear that getting the support you needed was straightforward, and we were able to resolve any issues effectively and quickly! Please don’t hesitate to reach out if you need any further assistance—we’re here to help!
Best regards,
Swish Fibre Support Team
Simple and clear
This is a bit or nerdy review but apart from the mandatory stable internet providing that Swish have given us over the time we've been with them there's something about the clarity and simplicity of their website that I really appreciate.
You're not bombarded with pages of graphics and images of happy families doing lots of things like playing games or watching sports, it's just simple information clearly laid out.
We've had very few issues with coverage (all providers will occasionally be hit with issues but so far Swish has been pretty stable) and their Superpod is absolutely fine.
We are very happy with our choice.
30 October 2024
Unprompted review
Reply from Swish Fibre
Hi Jim,
Thank you so much for this thoughtful review! We're thrilled to hear that you are happy with our service so far, and that our website's simplicity and clarity stood out to you. We're so glad to hear you are happy with us as your provider, and we are happy to have you as a customer!
Thank you again for choosing Swish, we’re here whenever you need us!
Best regards,
Swish Fibre Support Team
Jeff Buck
I found Faith to be very pleasant and helpful in her manner when dealing with my enquiry concerning a contract with Swish.
28 October 2024
Unprompted review
Reply from Swish Fibre
Hi Jeff,
Thank you for sharing your experience! We're delighted to hear that Faith provided such a pleasant and helpful service, it's wonderful to know the process was smooth and enjoyable for you.
Best regards,
Swish Fibre Support Team
Installed and Commissioned on time
Installed and Commissioned on time. Speed exactly as advertised.
Turned up on time on installation day and worked hard to get it completed.
I think the installation team should be allocated a little more time per installation.
Getting up and running on installation day was quick and easy.
Speed is exactly as contracted and reliability is great so far.
I've re-submitted this review as TrustPilot removed the origiinal.
The acual installation was in August 2022.
25 October 2023
Unprompted review
Reply from Swish Fibre
Hi there,
Thank you for re-sharing your review! We’re thrilled to hear that your installation went smoothly and on schedule, and that you’re pleased with the speed and reliability of your service so far. If you ever need any assistance, please do not hesitate to ask!
Thank you again for your patience and for choosing us!
Best regards,
Swish Fibre Support Team
I had been very happy until this week
I had been very happy until this week. Broadband was as fast as promised and good value. But last Monday it just stopped. I now discovered that their helpdesk team only work normal office hours. And despite being told that it requires an engineer’s visit, the engineering team is apparently a separate division of the company and they have made no effort to contact me despite daily promises they would do so. Lack of internet is stopping me from working and affecting my smart heating and security systems. I will be switching back to Sky; they may not be as fast but they always fixed issues straight away. Also my fault with the phone line (1471 not working) has still not been fixed after several weeks.
21 October 2024
Unprompted review
Reply from Swish Fibre
Hi David,
Thank you for sharing your feedback. We're sorry to hear about your recent experience, and we apologise for any inconvenience caused. We’ve requested further information from yourself so we can investigate this matter for you. Regrettably, we haven’t yet received a response.
Please give us a call at 0800 048 9415 so we can assist you in resolving these issues as soon as possible. We are committed to addressing your concerns and getting your connection back to the high standards you expect.
Best regards,
Swish Fibre Support Team
Thank you Marcel
Thank you Marcel. Very helpful, friendly and efficient. Much appreciated!
24 October 2024
Unprompted review
Reply from Swish Fibre
Hi Sarah,
Thank you for sharing this kind review! We're delighted to hear that Marcel provided an excellent experience. We’ll be sure to pass along your kind words. If there’s anything we can assist you with, please don’t hesitate to reach out.
Best regards,
Swish Fibre Support Team
Ordering Swish Broadband and phone.
Faith was extremely clear and helpful in answering my initial questions about both Swish broadband and phone. The ordering process was efficiently dealt with, without any unecessary detail or 'hard sell'. What I needed was listened to attentively and delivered. Overall, a very good experience.
19 October 2024
Unprompted review
Reply from Swish Fibre
Hi Stephen,
Thank you for your wonderful feedback! We're delighted to hear that Faith was concise and helpful, and made the ordering process smooth and efficient.
We truly appreciate your kind words and look forward to providing you with the same level of service throughout your time with Swish.
Best regards,
Swish Fibre Support Team
The connection can be very good but is…
The connection can be very good but is 90% of the time very poor cutting out and me and my kids who work from home are very unlikely to ever use this again having connection cut out every 5
Minutes
19 October 2024
Unprompted review
Reply from Swish Fibre
Hi Henry,
We are very sorry to hear about the issues you've been experiencing with your connection. We understand how frustrating this can be, especially when it impacts your ability to work from home, and we would like the opportunity to resolve this for you.
We've requested a few details from yourself so that we can access your account and investigate further. Once we have this information a member of our Support Team will make contact and keep you updated during this process. We are looking forward to hearing back from you.
Best regards,
Swish Fibre Support Team
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