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.
Good service experience
Been having issues over the last two to three weeks where the internet connection would drop out frequently, and go slow during team calls.
Phoned Swish yesterday, a short conversation was had, and the diagnosis was that our "fibre box" in the house needed updating. Told that I would get a call back to arrange replacement.
Within an hour I got a call and this was arrange for today. At the appropriate time the tech arrived and replace the box. Sorted within 20 minutes.
Back on line and functioning well, in less than 24 hours from my initial call. Good service. Keep it so Swish.
January 31, 2025
Unprompted review
Reply from Swish Fibre
Hi there,
Thank you for taking the time to share your experience! We're sorry to hear you had connection issues, but it's great to know our team was able to diagnose the issue and get you back online so swiftly!
Your feedback means a lot to us, and we are very happy to have you as a customer. If you ever need any further assistance, don’t hesitate to reach out.
Kind regards,
Swish Fibre Support Team
Tariq came at the appointment scheduled…
Tariq came at the appointment scheduled time, was quick, polite and helpful
January 27, 2025
Unprompted review
Reply from Swish Fibre
Hi David,
Thank you for your kind review! We’re so pleased to hear that Tariq was able to provide a helpful and efficient service!
If you ever need any further assistance, don’t hesitate to reach out, we’re happy to help!
Kind regards,
Swish Fibre Support Team
Still no help from Swish
Yet another review. Left a bad one before and was told I would receive an email back. Since sent 3 emails - absolutely no replies at all.
Swish placed lines well over a year ago and have now abandoned them. Meaning both them and no other companies offer fibre to my house - no good when you work and study from home with 30mbp internet. Appalled at their service.
January 22, 2025
Unprompted review
Reply from Swish Fibre
Hi Mia,
Thank you for reaching out and sharing your experience, we are very sorry for the lack of response to your emails and for the frustration this situation has caused. Please rest assured that we have sent you an email to address your concerns and work towards a resolution.
If you have any questions or need any assistance in the meantime, please do not hesitate to reach out. We greatly appreciate you bringing this to our attention, and look forward to getting this resolved for you as soon as possible.
Kind regards,
Swish Fibre Customer Care
A very efficient helpline
I had Swish Fibre Broadband installed in early December 2024 and looked forward to using my Swish Digital Voice once my old landline number had been ported on 24th December. All was well except that I was getting no ringtone on incoming calls. I called the helpline and spoke to Sarah-Jane, several times. An engineer visited and checked everything, replaced the ONT, still no success. Everyone seemed baffled. Eventually, after I'd bought a more up-to-date phone, all was well. I would like to thank the very supportive and friendly staff, and I was impressed by the fact that there was no waiting on the line (listening to dreadful music) whenever I called the helpline. I should also mention Chris, the engineer who came out in the snow and did his best to solve our problem, then had to dig his van out of our drive!
December 24, 2024
Unprompted review
Reply from Swish Fibre
Hi Lesley,
Thank you for taking the time to share your experience. We're delighted to hear that you're now enjoying your service to its full extent, and we truly appreciate your patience and understanding while we worked to resolve the issue.
We're so glad to hear that Sarah-Jane and Chris provided you with supportive and friendly service. It’s wonderful to know their efforts to resolve the issue made a positive impression. We'll be sure to pass on your kind words to them.
If there’s anything else we can assist you with in the future, please don’t hesitate to reach out. Thank you again for choosing Swish Fibre!
Kind regards,
Swish Fibre Customer Care
Swish excellent service
Broadband was slow so I contacted swish who were very helpful and remotely checked my plume pods. Just needed a reboot and now back to full speed. Excellent service and very happy.
January 19, 2025
Unprompted review
Reply from Swish Fibre
Hi Richard,
Thank you for sharing your feedback, I’m sorry to hear that your recent experience with Swish has not met your expectations. We strive to provide a consistently reliable service, and I understand how frustrating it must be to experience slower speeds.
We’d love the opportunity to investigate this further and resolve the issue for you. We have requested further information from yourself so we can access your account and investigate. If you would prefer, you can always give our Support Team a call directly on 0800 048 9415, they would be happy to assist.
It’s important to us that your connection runs at the high speeds you signed up for, and we look forward to helping you get back to a reliable service.
Kind regards,
Swish Fibre Customer Care
Don't waste your time or money
Don't waste your time or money. We should have stayed with Vodaphone. We were sold Swish from various visits from the sales guy knocking on our door. We have been having issues for months and never get a response from Swish. We have sent multiple emails which we don't get a response to. Over the phone we where told to switch the router and the booster around which we did and turn it on and off again. The only way to get it to work is to keep turning it on and off every evening which is very annoying. We have been completely missold and were told this would be much stronger and faster than our old Internet. The fact we never get a response I would have given 1 star, the other star is because the Internet seems to work in the day time... When it is hardly being used.
November 19, 2024
Unprompted review
Reply from Swish Fibre
Hello Natasha,
We have reached out via TrustPilot to request more information as this is not a representation of the service we aim to provide. Swift and precise resolutions are a top priority for our team and we are sorry to hear that has not been your experience.
As soon as we have more information we will get to digging and find out where we have gone wrong!
Thank you for taking the time to leave this review, your feedback is valuable in helping us keep ourselves in check!
Kind regards,
Swish Fibre Customer Care
Very professional and helpful staff
I had Swish installed yesterday. Very impressed with the installer but unfortunately he installed a modem which appeared to be faulty. Called up and spoke to Sue, she took note of the issue and forwarded to several members of staff to resolve, unfortunately we couldn’t sort the issue due to time of day.
Spoke to Sue again today and she checked the notes etc and immediately sprung into action by contacting all the necessary staff and indeed arranging for an installer to come out and sort the issue.
Long story short, he changed the modem after going through a thorough testing process. All works very well now.
I’d like to thank Sue for her excellent support, and both the installers.
January 14, 2025
Unprompted review
Reply from Swish Fibre
Hi Dave,
Thank you for taking the time to share your experience. While we’re sorry to hear about the initial issue with the modem, we’re so glad Sue and our installation team were able to resolve it quickly for you. It’s wonderful to hear everything is now working perfectly! We will make sure to pass on your thanks and kind words to both Sue and our installs team. If you need any further assistance, please don’t hesitate to reach out. Welcome to Swish Fibre!
Kind regards,
Swish Fibre Customer Support Team
Smooth transition to Swish!!
Two conversations with Aiman about changing to Swish fibre. I am going ahead and am very grateful to Aiman for her careful explanation, her patience and her efficiency.
January 13, 2025
Unprompted review
Reply from Swish Fibre
Hi Andrew,
Thank you so much for your kind words! We're thrilled to hear that Aiman provided you with such a positive experience, and will happily pass on your lovely feedback. If you have any further questions or need assistance, please don’t hesitate to reach out! We're happy to have you as a customer.
Kind regards,
Swish Fibre Customer Support Team
Without Internet for 4 days, poor customer service
Without Internet for 4 days now, have rung customer service 5 times and can't even get a rough timescale for when it will be resolved. Have been told that engineers will ring to confirm a time to fix, and that they have been chased, but no call.
Makes it impossible to plan my work with the ongoing lack of clarity.
Avoid.
January 13, 2025
Unprompted review
Reply from Swish Fibre
Dear Jon,
Thank you for bringing this to our attention. We deeply regret the inconvenience caused by your prolonged internet outage and the lack of clarity in communication. We understand how disruptive this situation must be, especially when you rely on your connection for work.
Our goal is to keep you informed throughout the process, and we will follow up with the engineering team immediately to provide you with a definitive update. If you haven’t yet heard from an engineer, we will ensure someone reaches out as soon as possible to confirm a time for the fix.
We appreciate your patience during this frustrating time, and we’re committed to resolving the issue promptly. Please don’t hesitate to reply to call us directly if there’s anything more we can do in the meantime.
Kind regards,
Swish Fibre Customer Care Team
Very helpful and accommodating.
Very helpful and accommodating.
Clear explanation of the packages and ran through the options most suited to my needs. So far so good.
January 13, 2025
Unprompted review
Reply from Swish Fibre
Dear Martin,
Thank you for your kind words! We’re delighted to hear that you found our team helpful and accommodating and that the explanation of our packages was clear and tailored to your needs.
It’s great to know that your experience with us so far has been positive. If you have any further questions or need additional assistance, please don’t hesitate to reach out—we’re here to help!
Thank you for choosing Swish Fibre. We’re excited to continue delivering a service that meets your expectations.
Kind regards,
Swish Fibre Customer Care Team
Great service and support
Great service and support. The line has been incredibly stable and fast. I only had one issue, which the support team resolved on the day by upgrading the firmware of my router remotely. When talking with the support, they listen. I did not feel it was a big call centre; I was just taking notes for someone else to act on it. They jump straight into the issue and resolve it. I highly recommend them.
January 11, 2025
Reply from Swish Fibre
Hello!
Thank you for sharing your fantastic experience with us! We’re thrilled to hear that you’ve found our service to be stable, fast, and supported by a responsive and efficient team. It’s great to know that our support team was able to address and resolve your issue quickly by upgrading your router’s firmware remotely.
We’re particularly pleased that you felt heard and valued during your interaction with our support team. Providing personalized and immediate assistance is something we take pride in, and your feedback reaffirms our efforts.
Thank you for recommending us—it means a lot! If you ever have further questions or need assistance, please don’t hesitate to get in touch.
Kind regards,
Swish Fibre Customer Care Team
Tariq compled our installation in a…
Tariq compled our installation in a speedy professional way and explained the linksys app and left unlock code if we have any problems. Glad we now nave swish blistering speed. Woth 5 stars
January 9, 2025
Unprompted review
Reply from Swish Fibre
Dear Richard,
Thank you so much for taking the time to share your experience! We’re thrilled to hear that Tariq completed your installation quickly and professionally, while also ensuring you were well-informed about using the Linksys app and providing the unlock code for any future issues.
It’s fantastic to know you’re already enjoying Swish Fibre’s blistering speeds—we love hearing that our customers are satisfied with both the service and the performance.
If you have any further questions or need assistance in the future, please don’t hesitate to reach out. Thank you again for your wonderful review and for choosing Swish Fibre!
Kind regards,
Swish Fibre Customer Care Team
Reply from Swish Fibre
Dear Roy,
Thank you for your kind words! We’re delighted to hear that you found our service clear and helpful. Providing straightforward and supportive assistance is something we aim for with every interaction.
If you have any questions or need assistance in the future, please don’t hesitate to reach out—we’re always here to help!
Thank you for choosing Swish Fibre.
Kind regards,
Swish Fibre Customer Care Team
My internet went down two days ago - am still waiting
My internet went down two days ago - it looks like Swish Fibre pushed a firmware upgrade of the ONT at about 12.30am and basically bricked it. It has taken two days of calls for them to finally agree to sending an engineer round. On yesterday's call they blankly refused to consider send an engineer. This morning they changed their mind however. Am just waiting now for a call to confirm when an engineer may be available - I was told the call from the engineer could happen in the next 48 hours - at that point they will tell me when the engineer can attend. Given some of my essential infrastructure is dependent on the internet I am not impressed with the level of service or lack of proactivity.
January 9, 2025
Unprompted review
Reply from Swish Fibre
Hello!
Thank you for bringing this situation to our attention. We’re very sorry to hear about the inconvenience and frustration caused by the outage and the time it has taken to resolve your issue. We completely understand how essential a reliable internet connection is, especially when it supports critical infrastructure.
We’re taking your feedback seriously and will review the handling of your case to ensure we identify areas for improvement in both responsiveness and proactivity.
Our team is committed to resolving this issue for you as quickly as possible. If you haven’t yet received a confirmation for the engineer visit, please let us know so we can follow up promptly.
Thank you for your patience and for sharing your experience—it helps us to improve. We sincerely apologize again for the disruption and inconvenience caused.
Kind regards,
SwishFibre Customer Care Team
Excellent UK based Customer Services
I've been having Swish fibre connection outages recently, becoming steadily worse over the last few weeks. This weekend past I decided it must be more fundamental than sheer traffic overload & contacted Customer Services. Spoke with Jodie, who advised that my signal luminance was poor at -27 - should be -12 - -20. She stated that she wasn't sure about a service call on a Saturday pm, even for myself as a vulnerable customer, but would call me back before 17:30. Which she duly did to say no engineer today, but would call again tomorrow (Sunday). Hadn't heard by 14:00 so called CS - spoke with Sue. She called back around 16:00 to say engineer would be with us within the hour. Engineer arrived 16:45ish and had the problem (fractured roadside connection) fixed in well under an hour. Internet now up and reliable. Top marks for Swish support!!😊
January 4, 2025
Unprompted review
Reply from Swish Fibre
Dear Kevin,
Thank you for sharing your recent experience with us. We’re sorry to hear about the connection issues you faced but are delighted to know that our team was able to resolve the problem promptly and to your satisfaction.
It’s wonderful to hear that Jodie and Sue kept you informed throughout the process and that our engineer quickly identified and fixed the fractured roadside connection. Your kind words about our customer service mean a lot to us, and I’ll make sure the entire team, including Jodie and Sue, are recognized for their excellent support.
We’re so pleased to know that your internet is now reliable again and that you’re satisfied with the service. If you encounter any further issues or have any questions, please don’t hesitate to reach out—we’re always here to help.
Thank you once again for your feedback, and for being a valued Swish Fibre customer.
Kind regards,
Swish Fibre Customer Support Team
Great customer service
Great customer service. Was very friendly and made the whole process simple and easy.
January 6, 2025
Unprompted review
Reply from Swish Fibre
Dear Gemma,
Thank you for taking the time to share your experience with us! We’re thrilled to hear that you had a positive interaction with our customer service team. Making the process simple, easy, and friendly is something we strive for, and we’re so glad that we met your expectations.
If you need any further assistance or have any questions in the future, don’t hesitate to reach out. We’re always here to help.
Thank you once again for your kind words!
Kind regards,
Swish Fibre Customer Support Team
Very helpful supportThe support person was really clear in…
The support person was really clear in the instructions given - and very patient.
January 6, 2025
Reply from Swish Fibre
Dear Jane,
Thank you for sharing your experience with us! We're so pleased to hear that the support you received was clear, patient, and helpful. Providing clear instructions and ensuring our customers feel supported is a priority for us, and it's great to know we achieved that in your case.
If you have any further questions or need additional assistance, please don’t hesitate to reach out—we’re always here to help!
Thank you again for your kind feedback.
Kind regards,
Swish Fibre Customer Support Team
Six cancellations
We have moved into our new house and booked Swish in weeks ago for installation. They have now cancelled six times and we have been without internet for weeks. DO NOT USE. I work from home and this has caused major issues.
January 6, 2025
Unprompted review
Reply from Swish Fibre
Dear Beth,
Thank you for reaching out and bringing this matter to our attention. I am truly sorry for the repeated delays in your installation and the significant disruption it has caused, especially given your need to work from home. This is far from the level of service we aim to provide, and I want to assure you that we take your feedback very seriously.
We recognize how frustrating it must be to have your installation rescheduled multiple times, particularly when you booked it well in advance. This situation is unacceptable, and we would like to conduct a thorough review to understand why this has occurred and to ensure it doesn’t happen again.
To address your immediate needs, I have requested separate information to investigate, we will make every effort to expedite your installation as soon as possible.
We understand the inconvenience and stress this has caused and deeply regret that our service fell short of your expectations. Your experience highlights areas we need to improve, and we are committed to making the necessary changes.
Thank you for your patience, and I hope we can work together to resolve this matter swiftly. Please don’t hesitate to reach out to our team directly at 0800 048 9415.
Kind regards,
Swish Fibre Customer Support Team
New Customer
Swish Made it a very straight forward experience to on board me as a customer. Marcel was exceptional twice in handling my initial query and then arranging for an engineer visit to get us up and running.
January 4, 2025
Unprompted review
Reply from Swish Fibre
Dear Colin,
Thank you for sharing your positive experience with us! We’re thrilled to hear that your onboarding process was straightforward and seamless, and that Marcel was able to assist you so effectively. We’re proud of how Marcel handled both your initial query and the arrangement for the engineer visit, ensuring everything went smoothly.
Your feedback means a lot to us, and we’ll be sure to pass on your kind words to Marcel for his exceptional service.
If you need any further assistance or have any questions moving forward, don’t hesitate to reach out—we’re always here to help!
Thank you once again for choosing Swish Fibre.
Kind regards,
Swish Fibre Customer Support Team
We decided to have broad band installed…
We decided to have broad band installed in December and contacted swish twice with no response we eventually made contact by phone. Unfortunately this side of the company we found was very poor this was more than made up for with the two fitters who turned up on Friday 3rd January Tariq and Sarah nothing was too much trouble they were polite and friendly and there work was excellent and they would not leave us until the job was finished to my satisfaction and there’s.
January 4, 2025
Unprompted review
Reply from Swish Fibre
Dear Robert,
Thank you for taking the time to share your experience with us. We’re sorry to hear about the initial difficulties you faced in getting a response from our team, and we sincerely apologize for any inconvenience this may have caused. We appreciate your patience and understanding during that time. We have reached out via email to get some feedback on this so that we may improve our services.
On a brighter note, we’re delighted to hear that Tariq and Sarah provided such excellent service during your installation. Their professionalism, politeness, and dedication to ensuring the job was completed to both your satisfaction and theirs exemplify the standards we strive for at Swish Fibre. I will be sure to pass along your kind words to Tariq and Sarah—they will be thrilled to know their hard work made such a positive impact.
If you have any further questions or need assistance in the future, please don’t hesitate to reach out. We’re committed to improving our communication and ensuring a seamless experience moving forward.
Thank you once again for choosing Swish Fibre!
Kind regards,
SwishFibre Customer Care
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