Swish Fibre Anmeldelser 2.795

I was one of the first in the area to sign up (back in 2022). to what was then Swish fibre with the promise of a realistic 400mps service. The deal being that it was a monthly contract, cancel anytime no penalty and if I stayed for a year I would be upgraded to 500mps. There were a few teething problems but they were handled quickly & professionally by the customer service team. I then enjoyed about 18months of trouble free service at an average of about 370mps most of the time and no outage at all. The 500mps upgrade never happened despite several phone calls but I didn’t actively pursue it. Swish were then bought out by Cuckoo fibre, thats when the problems started. About 9months ago bandwidth dropped to about 80mps I called and was told the ONT need an update and they would email when it was done so I could restart everything. This restored the speed, however since then the service has been a little flaky on occasion with bandwidth varying between 80 & 280mps. It’s now been stuck on 97mps for the last month I was asked to carry out a number of tests plugging into different bits of the network which I did and emailed them back, I heard nothing from them. On my last call the chap was insisting that my Ethernet cable was damaged and that was causing the problem, it runs in trunking and has not been disturbed since the day it went in so I felt i was being fobbed off and decided to pull the plug on this and leave, I told this to the support guy and he didn’t seem to care, so I’ve initiated a change. I then got a message to say I would be charged £48.95 termination fee, despite the original promise of no penalty. It’s a real shame, Swish seemed to be a great company and delivered as promised, support was fantastic and although it wasn’t cheap it was reliable, not now so I’m off.

Initial setup was handled really well, and everything ran smoothly. The issues started when it became apparent that upstairs the signal was poor and I needed MORE than one device hard-wired to the router (The Plume pods do not allow for this natively) - Swish sorted the upstairs issues and I had to get a network switch. Added to this was my external office needing a powerline adapter with Wifi. With the old router this worked fine. Not so much with Plume. I've had continual problems with the office losing connection, and I need to shut everything off, restart the pods, then reconnect everything one at a time - nothing else seems to work.
Then, after Cuckoo took full control, things took a turn for the worse service wise. The app was updated - and became utterly useless and difficult to navigate.
And then, yesterday I lost ability to connect to the internet. I restarted everything, unplugged everything and restarted, all seemed fine at the ONT, but nothing was connecting. After a LONG conversation with several people (due to connections cutting off) who appeared to have no knowledge of networking, were not native english speakers (makes it difficult to either understand accents, or express actions in a manner than can be fully understood - but they're cheap, right?) but had a script, it appears my main pod has died. The upshot was I was left with NO network, but I was told I would get a call back in the following days. With both myself and wife working from home during the week, this is not acceptable. I used the upstairs pod to get the network back (which the agent said NOT to do, because it wasn't the original pod I was sent?!), but I'm still waiting for a call. This is not acceptable. I'll be moving as soon as my contract is up. Cost wise, they are much better then ANYONE else that supplies my area and they are the ONLY full fibre provided in my village - but I'd rather have slower working internet, than have constant issues with the network and no support.

I contacted your Complaints department and was very relieved that I was able to discuss my problem with a real person rather than a clever AI-managed agent. Your Complaints Manager (Amri) was courteous and promised to investigate my enquiry and get back to me. He did indeed respond within 24 hours and confirmed that my account had been closed and I had no outstanding payments to make. I am grateful for the swift response to my concern and thank Swishfibre for this quality service.

Ajla was lovely to deal with and dealt with my account swiftly thank you very much

Ajla was very helpful, swift and able to answer my query completely.

I had a problem and their excellent agent Tommii helped me . I am disabled and hard of hearing and Tommii was terrific nothing was too much trouble. So pleased I am with Swish excellent agent Tommii .Well done Swish and very well done Tommii.
Donald Blackburn

My internet stopped working but managed to get it up and running In 30mins. No waiting around for an agent straight through to someone to help. I spoke to Adis.H who was Brilliant! Super helpful and knowledgeable. First type of test didn’t work but second type worked perfectly. Adis H talked me through all the steps and was very patient. Really impressed with the customer service. Thank you Adis H

All very good until you have issues on a weekend. Since Saturday morning that I am without Internet. It's now been 48h. I was told then that engeneers don't work on weekends. Since today is Bank Holiday I have no hope to have it sorted today as well. Not ideal if you work and study from home.

Had service for several years now. Incredibly few outages (one a year maybe) and each one accompanied by good communications. Great technical support when required and good prompt friendly customer service. Superb.

The Swish support team are ace. The answer calls quickly and are very keen to solve customer issues correctly. Today my assistant was Tommii who provided brilliant support, solved my issues and lent a sympathetic ear to my description of the problem.

Firstly, I am someone who will complain if things aren't good BUT, I'm writing because my experience with Swish has been excellent - its fast, reliable and I'm paying less than for my old, much slower copper service (and no I wasn't paid to write this!). I've had it for 4 months. I did have to call Support today as the service for some reason became very slow yesterday evening. I rang at 9am today, was answered quickly! by a very nice lady in UK based support and unbelievably within 2 hours of my call Paul, an engineer turned up at my door. He was a very pleasant fellow who by lunchtime had resolved my issue. I don't expect that can be the norm but I was definitely impressed.

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 was quite weak, the problem was identified and replacement plumes sent out, all within 2 days. Excellent customer service again, which is why I chose Swish in the first place.

Top class fibre broadband provider. I’ve been with swish for two years and their service is absolutely excellent. I had to contact customer services on an admin detail and it was handled brilliantly by Elmedin. I couldn’t rate them more highly Thank you

Fantastic service.
Clear action and delivered ahead of schedule.
Spoke to someone who could think outside box and solve problems with minimal fuss. A welcome change!

As I am moving home I needed to cancel my service. Ajla in Customer Services did this very promptly and without an hesitation. Great service Ajla!!

Excellent service from Swish Fibre repairs this week with the best customer service from Tommii who went above and beyond to help.

Prompt, friendly and professional.
Tariq sorted out an issue which I had spent 3 hours on.

After switching to Swish a few months ago, I've been really impressed. The setup process was simple, and the engineer who installed everything was friendly and professional. What I particularly appreciate about Swish is their straightforward and honest pricing. It's a welcome change from Vodafone who seem to rely on inflated renewal prices and haggling. I'd rather support a company that values transparency and provides a great service without the need for pricing games.

Adis H was very helpful, ordering a 2nd router to try to improve my wifi coverage, he was also very courteous

Very easy to get to a Customer Service assistant through an 0800 number when I was having an issue with my WiFi. The assistant Amra N, listened attentively and guided me on how
to reboot the router. She was very patient as I am not very tech savvy and it took me a long time to follow her instructions to reset the router. So when she fixed my problem on one of our phones, I was very happy.