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... Se mere
Selvom vi ikke verificerer specifikke påstande, fordi anmeldernes meninger er deres egne, kan vi godt betegne anmeldelser som "Verificerede", når vi kan bekræfte, at der har fundet en forretningsinteraktion sted. Læs mere
Af hensyn til platformsintegriteten scannes alle anmeldelser på vores platform – verificerede eller ej – af vores automatiserede software døgnet rundt. Denne teknologi er designet til at identificere og fjerne indhold, der overtræder vores retningslinjer, herunder anmeldelser, som ikke er baseret på en reel oplevelse. Vi er klar over, at vi måske ikke fanger alle problemer, og du er velkommen til at gøre os opmærksom på det, hvis vi har overset noget. Læs mere
Se, hvad kunderne siger
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... Se mere
Virksomheden har svaret
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... Se mere
Virksomheden har svaret
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... Se mere
Virksomheden har svaret
Virksomhedsoplysninger
Skrevet af virksomheden
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
Kontaktoplysninger
13 Salisbury Place, W1H 1FJ, London, Storbritannien
- 0800 0489415
- enquiries@swishfibre.com
- swishfibre.com
4,4
Fremragende
3 t anmeldelser
Har besvaret 94 % af deres negative anmeldelser
Svarer typisk inden for 48 timer
Sådan bruger denne virksomhed Trustpilot
Se, hvordan deres anmeldelser og bedømmelser indsamles, vurderes og modereres.
Really poor customer service
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 lots of other providers.
3. januar 2026
Uopfordret anmeldelse
Swift response
Lee came out in stormy weather, navigating a fallen telephone pole on the way, and fixed our temporary problem (failure to re-establish IP address after an outage) swiftly and with a helpful explanation. Our experience with Swish has all been good, both when operating smoothly and when we have had a problem.
23. oktober 2025
Uopfordret anmeldelse
I'd leave zero stars if I could
I'd leave zero stars if I could. Swish fibre caused havoc digging up the streets in my estate and have now been bought out by Cuckoo. Who are unable to install their fibre here anymore. All of that traffic chaos for nothing.
6. juli 2025
Uopfordret anmeldelse
Besvarelse fra Swish Fibre
Hi Neil,
Thank you for getting in touch. I’ve sent you a separate message to gather a bit more information from you.
As you may be aware, several internet providers, including ours, are in the process of merging under the Cuckoo Fibre brand. If fibre cables have recently been installed near your property, that’s a good sign the service will be available to you soon. We're just waiting for the migration process to be completed.
In the meantime, you can register your interest at www.cuckoo.co, and we’ll be sure to contact you as soon as the service goes live in your area.
We apologise for any inconvenience the recent work may have caused and appreciate your patience as we work to bring faster, more reliable broadband to your community.
Best regards,
Swish Fibre
Ongoing loss of connection and speed
We have had issues from the start, service constantly drops. Ongoing loss of connections and speed. Spoke to customer service today as we wanted to leave as we were told we had a roll over account. Today told we would have to pay nearly £350.00 to cancel and that we have a contract up to NOV 2026. No apology for the bad service. So we have had to stay with Swish with problems which are not being dealt with. Please do not go with this company.
1. juli 2025
Uopfordret anmeldelse
Besvarelse fra Swish Fibre
Hi Toby,
Thank you for your review, we're really sorry to hear about your experience and the ongoing service dropouts you've faced.
We understand how disruptive this must be, and we appreciate how frustrating it can feel when you're not getting the service you expect. While the early exit fees are outlined in your contract, we certainly don’t want any of our customers to feel stuck, especially if the service isn’t meeting your needs.
To get to the bottom of the connection issues, I will arrange for one of Cuckoo's Customer Care team to give you a call so that we can get to the bottom of the connection issues you have been facing.
We really hope we can resolve the technical issues and restore your confidence in the service.
Thank you again for your feedback.
Best regards,
Swish Fibre
In Farnham the service always drops…
In Farnham the service always drops out, it is a wast of time my 4G phone does a better job at providing internet
27. juni 2025
Uopfordret anmeldelse
Besvarelse fra Swish Fibre
Hi,
Thank you for your feedback, and we’re really sorry to hear about the issues you've been experiencing with the service in Farnham.
We’ve requested more information so we can locate your account and look into this for you, but unfortunately, we haven’t received a response yet.
Please feel free to get back to us with your details so we can assist you further and work on resolving this.
Kind regards,
Swish Fibre Customer Support
Good until it’s not
Good until it’s not. Swish fibre was good until about 3 days ago when it started to play up and now it just won’t work. DO NOT GET THIS WIFI
21. juni 2025
Uopfordret anmeldelse
Besvarelse fra Swish Fibre
Hi Lenny
Thank you for getting in touch
We're sorry to hear you are experiencing issues with the service.
We have sent you a separate message so we can gather a bit more information about your account. Once we have this we will do whatever we can to get your service up and running as soon as possible.
Kind regards
Swish Fibre
Join Swish earlier this year along with…
Join Swish earlier this year along with a lot of neighbours and friend who live in our town, the sale team who were asking us to join.
We were told we would have the best broadband speed and great customer service.
My installation was a nightmare and did not have broadband and phone for a number of days due to issues, also have suffered 4 outrages since the latest being Friday the 13th June 2025 no connection late Sunday 15th June 2025 tried ringing swish customer support when outrage occurred number 51 in the queue, so sent a email instead to say I did not wish to stay with Swish had enough, under the term of the email you sent to me saying if you did not want to join Cuckoo from Swish you could terminate your contract without any Exit Fee, still had no reply from this email,
Yet today got a email from Cuckoo welcome me a to Cuckoo, managed to get through to Swish early Sunday morning 15th June 2025 number 6 in the queue which still took 35 minutes to get through, I ask what was the problem, why we had no broadband along with a lot of other people in my town. he told me there was about 3000 people in the country with the same problem, and there was no staff to deal with the customer support.
So all the hype about great customer service and fab broadband speed just has not lived up to up to it name
Sorry Swish you have let a lot of people down so I off
To leave
17. juni 2025
Uopfordret anmeldelse
Besvarelse fra Swish Fibre
Hi Geoffrey,
Thank you for taking the time to share your experience, and we’re really sorry to hear that things haven’t lived up to expectations.
We know how frustrating it must have been to go through a difficult installation, multiple outages, and delayed support, especially when you were told to expect a seamless experience. That’s not the standard of service we aim to provide, and we apologise sincerely for the disruption.
The recent outage was part of a wider issue affecting a number of customers across the country, and unfortunately, it happened at a time when our support teams were already stretched thin. We recognise that’s not an excuse, you deserved clearer communication and quicker support.
Regarding your request to opt out of the move to Cuckoo, we’re sorry for the delay in responding to your email. We absolutely respect your decision, and our team will ensure your query is picked up and handled as soon as possible.
Kind regards
Swish Fibre
Very little support off now for 2 weeks 😡
Love the speed love the price but I’ve been without internet for 2 weeks and similar in January 2 engineers have been keep saying it will come on but never does even they say they are terrible to work for very very disappointed looks like they just wanted the government grants them run with the money so wanted it to work out but sadly hasn’t avoid as the support is terrible 🙁
6. juni 2025
Uopfordret anmeldelse
Besvarelse fra Swish Fibre
Hi Chris,
Thank you for sharing your experience. We’re genuinely sorry to hear how frustrating this has been for you.
We’re pleased to know you’ve been happy with the speed and price when the service has worked, but clearly the ongoing loss of connection and lack of resolution are completely unacceptable. Two weeks without internet, especially after similar issues earlier in the year, is far from the standard we aim to deliver.
We’re also very concerned to hear the comments made by the engineers you spoke with, and we take feedback like this seriously. It’s important to us that our customers feel supported and confident in the service they receive from start to finish.
We’d really like the opportunity to put this right. I can see that the case has been escalated again today to try to get a clear resolution and timeline. As soon as we have any update we will be in touch.
Kind regards
Swish Fibre
It's great... when it works
Generally I've been a fan of Swish and have had the service for some years. My install was very slow and painful but once the service was up we've been reasonably rock-solid. Until this weekend when a late notice change locked me and a lot of other people out. The lack of customer communication was unforgivable and the closing of the Service Desk at 5.30 on Friday was just wildly ill-judged. I was feeding off scraps from other users on X to work out what was going on and the line finally came back up on Sunday morning following me trying the umpteenth reboot. I spent 6 hours on hold for the Service Desk over the 2 days and never got close to speaking to a human.
So the summary is it's great when it's working. But the experience is biblically bad when something goes wrong.
It's Monday lunchtime and still no communication whatsoever from Swish, and definitely no apology for the most dunderheaded outage I've seen in quite a while.
13. juni 2025
Uopfordret anmeldelse
Besvarelse fra Swish Fibre
Hi Jon
Thank you for taking the time to share your experience and for being a loyal customer over the years. We’re really sorry to hear how things went this past weekend, and we completely understand your frustration.
You’re absolutely right that the lack of communication and limited support availability during the outage were not acceptable. The disruption was caused by late-notice network work related to our service migration, and while we expected minimal downtime, unforeseen issues made recovery far more complex than anticipated.
We know how important it is to keep our customers informed and supported especially when things go wrong and unfortunately, we didn’t deliver on that when you needed us most. That’s something we’re reviewing closely to ensure it doesn’t happen again.
We genuinely appreciate your patience and your candid feedback. It’s only by hearing from customers like you that we can improve.
Kind regards
Swish Fibre
Absolute shambles,my son who pays for…
Absolute shambles,my son who pays for our internet has literally spent all day and I mean all day (14/6/25) trying to get through to someone after we lost internet on Thursday (today is Saturday) to be told eventually that they expected numerous complaints as the take over from Cuckoo was causing problems and our problem was now being escalated
Update 16/6/25
My son today received an email saying our internet is working and guess what,it's not. Another day wasted trying to get through to swish fibre helpline to look forward to tomorrow!
Update 18/6/24 still no internet swish fibre helpline are now washing their hands of it.
Cuckoo did ring and ask if we were having problems though. Still don't know when it's going to be fixed
Time to change provider I think!
14. juni 2025
Uopfordret anmeldelse
Besvarelse fra Swish Fibre
Hi Stuart
We're really sorry for the disruption and the time your son spent chasing a resolution.
We were expecting a short outage of around 5 minutes while we get ready for the migration to Cuckoo but unfortunately we ran into some unexpected issues which delayed a number of customers coming back online
We normally have a smaller team working at the weekends due to lower call numbers but unfortunately with the outage we received a much higher number of calls than normal causing a longer wait for some.
If you are still experiencing issues please don't hesitate to get in touch.
Kind regards
Swish Fibre
When it works it's ok, when not - it's horrible
When it works it's ok. When it doesn't - you're out of luck, support is non-existant, you're welcome to wait in the queue which could take hours, I've managed to advance from position 48 to 47 in 9 minutes! There has been no internet for more than 24 hours now, the problem seems to be large scale, but still no announcement has been made on their web-site or social media. This is total disrespect of their whole client-base. Shameful really.
13. juni 2025
Uopfordret anmeldelse
Besvarelse fra Swish Fibre
Hi Volodymyr
Thank you for getting in touch. We’re genuinely sorry for the disruption and the experience you’ve had.
We were expecting a short outage of around 5 minutes but unfortunately we ran into some unexpected issues which delayed a number of connections coming back online.
We agree the communication and support offered was not at the level we would expect for our customers and so will be reviewed and revised as soon as possible so that situations such as these won't happen again.
If you would like to discuss this further please don't hesitate to get in touch.
Kind regards
Useless
Waited on hold for over 3 hours to be told they have no idea what is going on. Major problems and they have 3 poor members of staff fielding the calls.
They can't even update their website to give consumers any idea what's happening or a timeframe.
I've noticed on comparison sites that I can finally change suppliers on the fiber network so I think I'll be doing that.
So disappointed.
14. juni 2025
Uopfordret anmeldelse
Besvarelse fra Swish Fibre
Hi Joshua,
Thanks for getting in touch. We are genuinely sorry for the experience you've had.
Spending that long on hold only to leave without clear answers is incredibly frustrating, and it’s not the level of service we aim to provide. We completely understand your disappointment, especially when there were no real-time updates to keep you informed.
The outage was originally expected to last just a few minutes as part of our preparation for the migration to Cuckoo. Unfortunately, some unexpected complications meant that many customers experienced a much longer disruption than planned.
We know how disruptive this was, and we’re truly sorry for the inconvenience. If you’d like to discuss this further or need any follow-up support, please don’t hesitate to reach out.
Kind regards,
Swish Fibre
Avoid at All Costs
Avoid at All Costs – Complete Incompetence and Zero Aftercare
Like many other reviewers today, we’ve faced the exact same issues – sudden notification of an outage on the same day, followed by a total loss of internet. Completely unacceptable for any modern service provider.
Tried calling Swish for help – you’re told you’re number 52 in the queue. After painfully sitting through, you might make it to around 16 before they cut you off entirely. No call back. No resolution. Just silence.
This isn’t a one-off issue – it’s a clear pattern of major incompetence, poor infrastructure, and absolutely zero customer support.
Swish may look appealing on the surface, but the stress, unreliability, and lack of accountability are just not worth it. Avoid this company at all costs.
14. juni 2025
Uopfordret anmeldelse
Besvarelse fra Swish Fibre
Hi Jackie
Thank you for taking the time to share your experience. We are truly sorry for how frustrating and stressful this has been.
We completely understand that being hit with a sudden outage, without warning or meaningful communication, is unacceptable — especially when you’re relying on the service day to day. On top of that, waiting in a long call queue only to be cut off without any support is deeply disappointing. You’re right to expect better.
Rest assured we will be carrying out an investigation to find out exactly what happened so that instances such as this don't happen again.
If you would like to discuss this further please don't hesitate to get in touch.
Kind regards
Swish Fibre
When things go wrong they suck
When things go wrong they completely suck. Internet went down on Friday afternoon and was still down on Saturday afternoon so unable to watch or stream anything. Call their customer service and so far have been holding for 2.5 hours and there's still 8 people ahead, I started at 39. It's not on that when no reported outages you have to spend 3+ hours on hold. Moving to trooli as soon as I can these people are utterly awful, if you care about customers employ more than 2 people to do customer service on a weekend **edited to add after their response*** I actually ended up on hold for 4.5hrs on a Saturday, effectively ruining my weekend. Their customer services advisor confirmed there were just 3 people on the line that weekend so Swish clearly don't give a monkeys about their customers time, note they also don't offer to call me, so are happy for me to waste even more of me precious time on the phone and they haven't offered any compensation. I was also promised a call back within 24 hours as I lodged an official complaint, and guess what? No one has called me after 48hrs. YOU SUCK SWISH
14. juni 2025
Uopfordret anmeldelse
Besvarelse fra Swish Fibre
Hi Evelyn
We’re really sorry for the experience you've had. It’s completely understandable that you'd feel let down after losing service for over 24 hours and then having to wait hours just to speak to someone. That’s not acceptable, and we know it.
The outage was originally expected to last just a few minutes as part of our preparation for the migration to Cuckoo. Unfortunately, some unexpected complications meant that many customers experienced a much longer disruption than planned.
Again we are truly sorry for the inconvenience this issue caused. If you would like to discuss this further then please don't hesitate to get in touch.
Kind regards
Swish Fibre
Avoid
They had a major outage and they’ve made no announcements on social media nor do they have a status page. Instead I’m waiting in a queue, position no. 52. Just to get an update on (what appears to be) a failed maintenance! This company has a lot to learn about communication.
The “planned maintenance” notification was via email and arrived the same day as the maintenance , and two hours after it started! Not to mention the maintenance window being Friday 8am - 18:00 (customer service closes at 17:30). It’s now Saturday at 12:00 and no update or restored service.
I’d recommend Zen or another ISP over this one currently.
14. juni 2025
Uopfordret anmeldelse
Besvarelse fra Swish Fibre
HI
Thanks for getting in touch. We are genuinely sorry for the experience you've had.
Spending that long on hold only to leave without clear answers is incredibly frustrating, and it’s not the level of service we aim to provide. We completely understand your disappointment, especially when there were no real-time updates to keep you informed.
The outage was originally expected to last just a few minutes as part of our preparation for the migration to Cuckoo. Unfortunately, some unexpected complications meant that many customers experienced a much longer disruption than planned.
We know how disruptive this was, and we’re truly sorry for the inconvenience. If you’d like to discuss this further or need any follow-up support, please don’t hesitate to reach out.
Kind regards,
Swish Fibre
Internet good when it works
Internet good when it works.
Swish bought out my provider people's fibre and one before then.
My internet has been setup to not use CGNAT but that seems to make things worse when they do middle of the day last minute notice maintenance.
I've been without internet now 48 hours. Spoken to support once but now on weekend join a 70 people queue for it to drop twice and then support to tell them they've forwarded to engineering.
The support is frankly awful. Internet should have 24/7 support like water, power and gas. Its a core service and myself being in IT understand the importance of proper change control and supporting the change when done.
Right now it seems break something in maintenance and don't bother testing or fixing it!!
I will be looking to move away as the support is the worst part of the service along side the messing up of configuration every time they do maintenance, I'm unable to get a DHCP IP from the router, should be a simple fix but takes ages.
14. juni 2025
Uopfordret anmeldelse
Besvarelse fra Swish Fibre
Hi Andrew
Thank you for your review. We’re genuinely sorry for the disruption and the experience you’ve had.
We understand how critical a reliable internet connection is, especially when you work in IT and rely on consistent service to stay online. Being without internet for 48 hours, experiencing repeated connection drops, and receiving minimal support is not acceptable.
The work was last minute and we appreciate he notice given was not ideal. We were expecting a short outage of around 5 minutes but unfortunately we ran into some unexpected issues which delayed a number of connections coming back online. We had not anticipated any problems and so unfortunately the wait times were a lot longer than they normally would be.
Please accept our apologies for any inconvenience this matter has caused. If you would like to discuss this further please don't hesitate to get in touch
Kind regards
Swish Fibre
Many many outages
Many many outages. Their support lines only have limited hours, and even then their support is not very helpful - always having to pass off issues to other engineering teams. The other engineering teams don't communicate with anyone inlcuding the the support staff - so there's no visibility.
All this would be made slightly better if Swish published status pages at least acknowledging and communicating issues, but there's nothing - social media accounts seem to be abandoned.
I would advoid this company like the plague.
14. juni 2025
Uopfordret anmeldelse
Besvarelse fra Swish Fibre
Hi Oliver,
Thank you for taking the time to share your experience. We’re really sorry for the frustration and disruption this situation has caused.
We completely understand how unacceptable it is to face an unexpected outage without clear updates or communication, especially when you rely on the service day to day. You absolutely deserve better.
The lack of timely information during this incident fell short of the standards we aim to uphold. We’re reviewing our internal processes to ensure customers are kept informed more proactively in the future.
If you’d like to speak with us directly or need further support, please don’t hesitate to reach out.
Kind regards
The Swish Fibre Team
Slow to fix issues
Our Internet went down yesterday morning. I tired the obvious fixes, restarting the ONT and router. Changed the cables. Tried a different router. But still no internet connection. I could see that the ONT was connected to the swish network but neither of my routers, one being the awful swish provided one could get an ip. I called the support team who had me do the same things and confirmed that they could see the ONT from their side but that they would need to send an engineer round to fix this. Said they would be in contact but couldn't tell me when. So I waited, and waited, and you guessed it waited some more. I eventually called them at the end of the day and got the same information, but they still couldn't tell me when an appointment would be available as they didn't have access to the engineers work schedule. Seems that is kept secret. When I was with EE, when there was an issue that needed an engineer to attend they could tell me when that was going to happen, even though it wasn't their engineer, it was Openreach a totally different company and that engineer either attended the next day or the one after. I called again this morning and did some troubleshooting but nothing has worked and I've been told that the earliest an engineer can attend is Friday! It would be quicker to send me a new ONT and have me connect it, it's not rocket science. That amount of time delay is not acceptable. It would also likely be quicker for me to take out a contract with Virginia Media. Which is likely what I will do as when there is an issue the service is not good enough. Try harder and be better Swish.
10. juni 2025
Uopfordret anmeldelse
Besvarelse fra Swish Fibre
Hi,
Thank you for taking the time to leave your feedback, and we're truly sorry to hear about your experience.
We completely understand your frustration with the downtime and the delays in arranging an engineer visit. It’s disappointing to hear that we didn’t meet your expectations, especially when you took all the right steps to try to resolve the issue yourself. While we do aim to resolve faults as quickly as possible, it’s clear that the communication around engineer scheduling and the time it took for resolution let you down.
Your feedback is invaluable and has been shared with our support and operations teams so we can improve how we handle service issues and communicate timelines more clearly. If you're still experiencing problems or would like us to review your case further, we’d really appreciate the chance to make it right. Please reach out to us directly and we’ll do everything we can to help.
Thanks again for raising this
Kind regards
Swish Fibre
Excellent Support Service
Have had Swish for a few years - and really it’s been great. Today I had a problem (actually after a power cut I realised later). Having tried a couple of things I called Swish Customer Support and spoke with Amra. She went through some standard steps - and although I was losing faith she nailed it and things were soon up and running. Polite helpful and effective service.
31. maj 2025
Uopfordret anmeldelse
Besvarelse fra Swish Fibre
Thanks so much for taking the time to leave this lovely review. We're really glad to hear your service with Swish has been great overall, and that Amra was able to get you back up and running after the power cut.
We'll make sure she sees your kind words — we're proud to have her on the team!
SwishFibre
Fast
Fast, confident and calm resolution to My (ie 3rd party) wifi boost router issue.
Thanks Amar.
29. maj 2025
Uopfordret anmeldelse
Besvarelse fra Swish Fibre
Thank you for the great feedback! We're glad to hear that Amar provided a fast, confident, and calm resolution to your WiFi boost router issue — even with it being a third-party device. We'll be sure to pass on your thanks to him.
Always happy to help!
SwishFibre
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