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Have questions? We have answers.

Getting an internet service can seem like a daunting task, but it doesn’t have to be. Our team is here to help and support you. See if we have answered your question below, or get in touch with a member of our friendly Swoop support team!

Swoop Fixed Wireless

What you need know about our exclusive wireless purpose-built network that can offer speeds exceeding other wireless and cabled options.
What is Fixed Wireless?

A Fixed Wireless connection is delivered over the same kind of radio signals used to connect your phone to the internet, but is ‘fixed’ (installed) at the premises. Unlike your phone, it’s not a portable service because it relies on the equipment installed at your home or office.

Why choose the Swoop Fixed Wireless network?

Our Swoop Fixed Wireless network is the high-speed alternative to conventional household fixed-line internet, such as nbn™. Traditionally, your internet will be delivered to your home through cables in the ground, and these cables can be old, worn out, and expensive to fix.

With Fixed Wireless, Swoop bypasses these ageing copper networks by installing an antenna at your home or business which talks wirelessly to one of our communications towers, which can be located up to 30km away. No phone line and no nbn™ required! Simply plug your router into the professionally installed data point in your wall and prepare for life in the fast lane.

What type of modem/router do I need for Swoop Fixed Wireless services?

Our Swoop Fixed Wireless services need a router/modem with an Ethernet WAN port, and it must be unlocked so it can be programmed with our service settings. If you’ve already got one, you can use your own router/modem, or purchase a NetComm NF18ACV router from us for $140 (inc. GST).

Do you use your own towers and antennas for Fixed Wireless services?

Swoop Fixed Wireless uses our exclusive network of access points on towers across the service area, and we provide and install a compatible antenna for the access point in your local area. No other provider can offer our Swoop Fixed Wireless.

Set up costs

Standard installation:

  • $399 installation with no contract
  • $199 installation with 12 month contract
  • $0 installation with 24 month contract

Non standard installation POA

Would Fixed Wireless be right for my household? What sort of households does it suit?

Fixed Wireless has a plan to suit all households.

Fixed Wireless is suitable for a wide range of households, from empty nesters to young professionals, from singles to large families, and we have a range of plans to meet the needs of all. Whether you’re just checking your email and the weather, or using VoIP to phone family and friends across the world, or leading your gaming guild to victory, or streaming all your household’s entertainment, or making sure the kids can get their homework done, there’s a Fixed Wireless plan that’s right for you.

The beauty of Fixed Wireless is that the reliability makes it the simple, straight-forward choice for internet novices, while the connection has the oomph to cope with those who really put their connection through its paces.

What are the advantages of Swoop Fixed Wireless?

Fixed Wireless is fast and reliable.

Households use their connections in entirely different ways now compared to 20, 10, even 5 years ago. The rise of Netflix, the ubiquity of portable internet-enabled devices, the move to VoIP and away from copper landline services… these are all part of the ever-changing internet landscape.

Fixed Wireless is based on technology developed specifically to support modern internet use and habits, and the key attributes are the speed and stability of the service. The internet is no longer a hobby that we indulge in during downtime–it’s part of the fabric of our everyday lives, we need connections we can rely upon, and the speeds to handle anything and everything we want to do with the connections.

What is Swoop Fixed Wireless?

Swoop Fixed Wireless is the broadband you’ve been waiting for! Swoop Fixed Wireless is our next generation Fixed Wireless broadband service that offers high speeds, reliability and great value, all on our privately owned and operated network.

Do I need to be home when Swoop Fixed Wireless installation occurs?

Someone aged over 18 years of age will need to be home while we install your service. Our Swoop Fixed Wireless services require roof access to install a permanent antenna, and we will also need to be able to install a cable to a data point in your home – that’s where you’ll plug in your modem/router.

How does line of sight work for my Fixed Wireless?

Fixed wireless needs an uninterrupted view, or line of sight (LOS), from tower to antenna. We make sure you have the best broadband service by checking LOS while we install your service. Of course, LOS can change over time when trees grow or new buildings go up. Our support team are on hand to help if you have any problems with your service and can determine if we need to send a technician to your place to check for these obstacles.

Why is wireless used more in regional and country Australia?

Fixed wireless is often used to reach places that are otherwise difficult or impossible to service via cabled connections. They can also be available in fixed line communities to offer a true alternative to the monopoly infrastructure.

How does Fixed Wireless differentiate from other solutions?

Fixed Wireless is today’s technology, built and supported by a local team.

Swoop Fixed Wireless is purpose-built. Legacy issues that come from stacking new uses onto infrastructure that was never designed to handle it are eliminated with Fixed Wireless, which is an entirely new evolution in technology, new infrastructure and supported by all-new systems.

The reliability of Fixed Wireless is further enhanced by a dedicated support team. The emphasis is on solutions that work for the long-term, and with their in-depth knowledge of the network they built, our local support technicians have every advantage over other networks that are serviced by out-of-area subcontractors.

If I’m in an nbn or privately owned fibre area, can I choose Fixed Wireless?

Households in Fixed Wireless-enabled areas have the freedom to choose.

You may think you are limited in your choice of providers, but as a stand-alone network our Fixed Wireless can be available to premises that otherwise would be restricted in their internet options. Swoop Fixed Wireless may be the alternative you’ve been hoping for.

What is required to install Fixed Wireless?

Site assessment, activation and installation is all done for you.

Fixed Wireless services are available within an ever-expanding area in Gippsland, Pakenham and Geelong.. For now!

Upon application, your address is assessed by technicians to ensure it is within the serviceable area of a tower. A site visit is conducted to ensure there are no barriers to installation of the service and to test the strength of signal at the site, and then the service is fully installed by our technicians.

The service is connected to your property via an unobtrusive antenna fitted to the outside of the property and a simple internal wall port.

Swoop nbn™

What you need to know about Swoop’s easy nbn™
What is nbn™?

nbnTM is what non-tech people call the National Broadband Network. It’s the Australian Government initiative that’s delivering broadband services right across Australia, which uses copper landline networks, mix fibres (including FTTN, FTTP, FTTB and FTTC), hybrid fibre coaxial (HFC), as well as Fixed Wireless and satellite broadband.

Fibre to the Premises (FTTP)
Available for around 20% of Australians, this technology type is the fastest and most reliable by nbn™, with optic fibre going directly to your house. Most locations are capable of speeds up to 1000 Mbps!

Fibre to the Node (FTTN)
The most common tech type, this uses your existing copper and connects it to a nearby fibre node. Max speeds are 100 Mbps, but actual speeds are based on your connection. After you enter your address, we’ll display plans you are capable of receiving. If you need more information, our expert Aussie customer service team is available to help!

Fibre to the Building (FTTB)
This tech type is usually available at apartment blocks, in which the existing technology is used to connect to a central communication cabinet, which connects the building to the nbn™ fibre network. Max download speeds available are 100 Mbps, but actual speeds depend on your infrastructure.

Fibre to the Curb (FTTC)
nbn™ runs fibre to a point, usually in your street, after which the existing copper brings the connection into your premises. Max download speeds available are 100 Mbps, but actual speeds depend on your infrastructure.

Hybrid Fibre-Coaxial (HFC)
HFC uses existing ‘pay TV’ or cable network. This high-speed connection runs to the nearest fibre node. This tech type can offer speeds over 100 Mbps depending on your location!

nbn™ Fixed Wireless
This connection uses data transmitted over radio signals to connect premises to the nbn™ broadband access network. Max download speeds available are usually capped at 75 Mbps. This service is very different from our Swoop Broadband Fixed Wireless network, which uses specialised hardware to offer speeds closer to a direct fibre connection.

Can I choose my nbn™ service technology?

Not usually. Every existing address in Australia has been allocated a service technology for nbnTM, and new addresses are assigned a designated technology as they are added to the nbnTM database.

nbnTM have a Technology Choice program that allows you the option to pay to upgrade to FTTP. For more information, see nbnTM Technology Choice Program.

Do you do satellite nbn™ services?

No. Our Swoop Fixed Wireless is a high-speed, low latency fixed-wireless alternative to satellite. We offer it in many places that until now only had nbnTM satellite (SkyMuster). Swoop Fixed Wireless has great value plans and the option for unlimited data, and you’ve got to love that. We also have nbnTM and OptiComm service options.

Why choose Swoop nbn™?

Your nbn™ experience is different based on which provider you choose. Swoop is local, top-tier home internet. Enjoy fast nbn™ speeds and a first-class customer experience with no overcrowding, local content and Aussie based support.

Our team has over 25 years telco experience in servicing Australians with fast internet. We are a local tech experts team who love to use our own internet service, and we care about how it’s delivered and maintained.

No overcrowding.
Some internet providers jam a lot of people onto their purchased nbn™ capacity to produce better cost efficiencies for their business. This congestion creates buffering – those annoying times when the internet just seems to jam. At Swoop, we put the customer experience first and don’t overcrowd our networks.

Local content caches.
We love binging TV shows on streaming services and staying up all night with friends playing the latest Call of Duty online. We have partnerships that give you faster and local access to Aussie-based data servers for some of the biggest entertainment services, such as Google (YouTube) and Netflix!

Top tier speeds.
We work closely with nbn™ to provide you with the fastest speeds available. Many providers aren’t able to order the highest speeds for your service, and you won’t even see it as an option on their website. We pride ourselves on offering faster speeds.

Aussie customer service, no overseas call centres.
At Swoop, you talk directly to Aussie technicians and support staff who can help straight away. We’re a Aussie company, with Aussie people.

Do I need to book a technician to get access to nbn™?

In some locations, you’ll need an nbnTM technician to come and install equipment to service your address. We will let you know during your application process if you’ll need a technician.

Set up costs

If your nbn™ is already connected to your home/service address there is no cost for installation.

nbn™ new development charge may apply in areas not already serviced by NBN CO. Swoop may be required to connect services onto the nbn™ network if you’re in a new development and not already connected to the nbn™ network. NBN CO may charge $300 to connect your premises to the nbn™ network. If applicable, we will bill that charge to you.

Swoop OptiComm

What you need to know about the network that only a select few providers can offer.
What is OptiComm?

OptiComm is a privately-owned, fixed line broadband wholesale provider. Swoop is one of limited group of service providers that can offer and connections to the OptiComm network. Where neighbourhoods are adequately serviced by OptiComm, nbnTM will not be available. OptiComm usually uses fibre (FTTP) when connecting houses to their network.

Set up costs
  • Standard activation is $99
  • $0 install for contract over 24 months.
  • Non-standard install POA.
Can I get OptiComm in my area?

OptiComm FTTP is awesome, but it’s not everywhere. You often find OptiComm in new housing estates and communities. Chat to our team to find out whether you are a lucky OptiComm estate resident and we’ll help you with an excellent value plan.

Swoop VoIP

What you need to know about making phone calls over the internet at super-affordable prices.
What is VoIP?

Voice over Internet Protocol, or VoIP, lets you make phone calls through the internet, rather than through a regular landline or a mobile. It’s an awesome cost-effective alternative to old-school landline connections, but it’s not for everyone.

VoIP services require power and broadband services to work. Sometimes power and broadband services can be interrupted by things outside our control, like storms that cause power outages. So, if you or someone in your home is living with a life-threatening condition, VoIP is not a good choice for you.

VoIP waivers and additional information explained

We provide an informed consent form when you sign up for VoIP so you are fully informed of the limitations of VoIP and can decide if it’s an appropriate service for your needs. We’ll also ask you to sign a Customer Service Guarantee (CSG) wavier form. The CSG sets out standard service guarantees and compensation amounts for telephone services. VoIP services are more vulnerable to outages and we tell you upfront that we cannot promise that VoIP services can meet the obligations set forth in the CSG. You are not obligated to waive your rights under the CSG, but if you do not agree, we may not be able to offer you a VoIP service.

Does Swoop offer priority assistance?

No. Telstra are the only provider that can offer priority assistance.

Set up costs
  • $0 installations
  • $50 fee to port number

Service & Equipment

Everything you need to know about our services, support, connections & equipment.
Switch to Swoop today!

We take the hassle out of setting up your internet. If you’re coming from a different provider, we will guide you through the process and get you connected fast.

Step 1: Click ‘Check my address’.
Enter your address to see if you can connect to see what plans are available in your area. Choose a plan based on your technology type.

Step 2: Get connected!
If you service address has already been connected already, it will be a simple matter of our customer service team setting up your connection! Plug your modem/router into the data point (or set up your existing modem/router) and enjoy life in the fast lane!

Installation step (If required).
Some locations require an technician to come and finalise the connection before we can switch you on. If this is the case, we will book a time slot that works for you. Once the work is complete, you’ll be ready to go!

How do I update my personal details?

To update your personal information, just log into your ‘My Swoop’ account.

Make sure you keep your details up to date so we can send you important updates and the latest news about your service or your account.

Hot tip: make sure your authorised contacts are up to date too so we can contact the right people with anything urgent. Don’t worry – because your privacy is super important, we won’t discuss your service with anyone you haven’t authorised us to.

Am I locked into a contract?

No. We believe that happy customers will be happy to stick with us, without being forced into restrictive contracts. You can choose from no contract or contracted service, whatever suits you. Services that are provided without contract can be terminated any time by notifying us. If you choose a contract, we often pick up the install bill as a thanks.

What happens when I go over my data limit for the month on my Swoop plan?

You seriously can’t – all of our new plans have unlimited data! If you’ve got a grandfathered in plan that still has data limits and been spending more time than usual shopping online or watching a docu-series – don’t panic!

You’ll know when you’re nearing the limit because we will text you or email you to let you know. If you go over the limit, your service will be slowed down until your data limit resets. No unexpected data charges, no risk of your bill blowing out – and you can call us to add on extra data, with full control over how much you spend.

How do I order a modem/router?

If you’re in the market for a new router/modem and want to check if you’ve got the right device for you, chat to our support team, called 133 66 55 75 or email support@swoopbroadband.com.

Why do some plans have higher speeds available than others?

Not all speeds are available in places. It depends on the technology and infrastructure in your area. Our locally-based support team can answer any questions you have about what speeds you’re ACTUALLY capable of!   

Where is Swoop’s call centre?

Our support team is based in country Victoria. The entire Swoop team are in Australia. Speak directly to our team of experts who can help on 1300 66 55 75. No overseas call centres.

Like most businesses, due to the pandemic, our team splits their time between their homes and the office – but any time you call us, you know you’ll be talking to someone from our Aussie team!

How do I pay for my Swoop internet service?

To make bill payments as easy as possible, you can choose between automatic monthly payment for your Swoop internet service via: 

  • credit card  

  • direct debit 

You can set payments online via your My Swoop portal, or by contacting us. 

If you’d prefer to use phone or internet banking, our BPAY details are: 

BPAY 
Biller code: 223669 
Reference: Your customer number – found on your invoice 

Cash or EFTPOS is not available until further notice due to COVID restrictions 

All charges invoiced by us are payable within 7 days unless we agree otherwise. 

If you need assistance with this, please email support@swoopbroadband.com.au or call us on 1300 66 55 75. 

What are the benefits of a flexible contract?

When we do offer flexible contracts options, it’s so we can add special inclusions, such as $0 installation. Contract can be changed, usually without fees. Services can be terminated any time by notifying us but keep in mind exit fees may apply.

Should I press the reset button on my router/modem?

No, not unless instructed to by one of our technicians.

Your router is sent out to you fully programmed with the unique settings for your account.

The reset button will restore your router to factory settings, wiping out your Swoop account settings. After reset, you will not be able to reconnect to the internet until you have reprogrammed your router.

If our technicians believe a factory reset is in order, they will be able to help you over the phone with the steps needed to reset and reprogram so you’re back online as quickly as possible. In all other cases, just stick to power cycling your router.

Do you do satellite nbn™ services?

No. Our Swoop Fixed Wireless is a high-speed, low latency fixed-wireless alternative to satellite. We offer it in many places that until now only had nbnTM satellite (SkyMuster). Swoop Fixed Wireless has great value plans and the option for unlimited data, and you’ve got to love that. We also have nbnTM and OptiComm service options.

I have nbn™ Fixed Line – why can’t I get 1000/50 speeds?

1000/50 is a gigabit plan and is a super high-speed plan that can only be delivered over a fully fibre optic connection, such as Fibre to the Premises (FTTP). Other nbn™ Fixed Line technologies that rely on copper may not be capable of delivering this lightning-fast speed.  

Swoop’s Fixed Wireless network is the high-speed alternative to conventional household fixed-line internet that may be a better option for you.  

Our locally based support team can answer questions you have about the infrastructure that connects your home to nbn™ and help you find the right plan for you based on what speeds you’re ACTUALLY capable of!   

Tech hacks

Tips, tricks, cheats, & terms explained by our tech gurus!
Check internet plans in my area?

To see what awesome Swoop internet plans are available for you:

Step 1: Click ‘Check my address’.
Enter your address to see if you can connect to see what plans are available in your area. Choose a plan based on your technology type.

Step 2: Get connected!
If you service address has already been connected already, it will be a simple matter of our customer service team setting up your connection! Plug your modem/router into the data point (or set up your existing modem/router) and enjoy life in the fast lane!

Installation step (If required).
Some locations require an technician to come and finalise the connection before we can switch you on. If this is the case, we will book a time slot that works for you. Once the work is complete, you’ll be ready to go!

I think my internet stopped working, what should I do?

Contact our support team – we’re always happy to help! But here’s some quick troubleshooting tips that might help too:

  • Are all your devices affected, or just the one you’re using? Check other devices to see if they’re still online, especially devices connected via ethernet.
  • Check the modem/router. If all the lights are off, including power, check that it’s still plugged in and switched on. Try plugging it in to a different power point. If it still doesn’t light up, it may be faulty or have a faulty power cable.
  • If the lights are on but the internet’s not home, power cycle your router
  • Check all the cables are firmly plugged in. You may want to reseat the cables to be sure, by fully unplugging, then reconnecting them. Check the cables for damage.
  • Some connection types rely on other equipment, such as a Network Termination Device (NTD) or antenna. Check cables and power cycle these too.
  • Wait 2-15 minutes for the modem/router to fully reconnect.

If it’s still not working, it’s definitely time to contact our support team for help!

Quick tips to maximise your home internet
  1. Make sure you have the right plan for your household – see our key fact sheets for information on how to choose a plan.
  2. Where you can, plug fixed-location devices, such as smart TVs, using the ethernet cable. This way they won’t hog your Wi-Fi bandwidth that your phones, tablets and non-ethernet devices rely on.
  3. Update your firmware on your modem/router and replace it every 3-5 years.
  4. Report problems to our support team as soon as you notice them or check our network status to see a complete list of known issues and scheduled works.
  5. You don’t always need to settle for the technology nbn™ has chosen for your property. Check with us to see if Swoop Fixed Wireless is the better option for you.
  6. Have you tried turning it off and on again? Seriously. This genuinely fixes so many things!
Does my modem/router affect my internet speed?

There are a lot of things that affect your internet speed, and your modem/router is one of them. Modem/routers can slow down as they age and usually need replacing every 3-5 years. Speed times can also be affected by new devices in the house or outdated firmware.  So if speed is getting you down, chat to our support team – and do it before forking out your hard-earned dollars with unnecessary hardware updates. We can check if your modem/router is a likely culprit and we can make a recommendation about replacing it if appropriate.

What does this 120/20 gibberish actually mean?

Internet speeds are measured in download and upload megabits per second (Mbps). When you see speeds advertised, the first bit is always download speed, (how quickly data can be sent to your device), and the second bit is always upload speeds, (how quickly your device can send data from your device). These speeds refer to the theoretical maximum speed of the service – the fastest speed the service could be expected to achieve in perfect conditions. So when you sign up for a 120/20 plan, your service could reach a maximum of 120Mbps when downloading, and 20Mbps when uploading – which is pretty awesome! 

What’s the difference between 2.4Ghz and 5GHz frequency on my modem/router?

These are different Wi-Fi frequencies and they offer different benefits and limitations.

2.4Ghz gives you better range, providing a stronger signal across a larger area, and the range may be less affected by obstacles, like walls and furniture. Older devices (laptops, tablets and phones) may only have 2.4Ghz Wi-Fi compatibility in some cases.

5Ghz offers faster speeds and is less frequently affected by interference from other electrical devices.

What is FTTC?

Fibre to the Curb (FTTC) is very new and it allows fibre optic cable to come all the way to the edge of your property. From there, connections travel through existing copper and into the house.

What is FTTP?

Fibre to the Premises (FTTP) uses fibre optic cabling all the way to your house, rather than just to a node. A first-time connection of fibre optic will need to be installed at your property.

How to perform a power cycle?
  1. Turn the modem/router off at the button.
  2. Pull the power-cord from the back of the modem/router to make sure there is no power left in the device.
  3. Wait 30 seconds to one minute to completely rid the device of power.
  4. Plug the power cable back in.
  5. Press the on/off button to turn the modem/router back on.
  6. Give the device time to reconnect to the servers, this may take around 2-15 minutes.
What’s an internet speed test and how do I do it?

An internet speed test is a simple test you can do at home that will give information about:

  • download speed – how quickly data can be sent to your device.
  • upload speed – how quickly your device can send data from your device.
  • ping – a signal sent to measure the time it takes for data to travel from a device on one network to a device on another network.

Download and upload speeds are measured in Mbps – megabits per second. This is a measure of bandwidth which is the maximum rate of data transfer across a particular path. Ping speed is measured in milliseconds.

You can run an  internet speed test here.

Tips to help you get accurate results from your speed test:

  • If you can, always run a speed test over an ethernet cable. This will give you a result that hasn’t been affected by Wi-Fi interference.
  • Make sure you are not using the service for anything else at the same time or you will get a false low result. Turn off smart devices streaming and get the kids to hop off the Wi-Fi for the one or two minutes it takes to run the test.
  • If the speed test you are using allows you to select server location, choose the service that is closest too you – the further away the server, the lower the result may be.
  • Run comparative tests over Wi-Fi. If they are much lower than your ethernet cabled tests, you may need some help with your Wi-Fi settings or advice on how to position your modem/router to maximise your signal.
Tips to safeguard your passwords from hackers

Do you think you’re safe from hackers because you steer clear of dodgy sites, don’t do anything risky or illicit, and only use your standard password with reputable companies? Think again.

Some of the world’s biggest and best-known companies have been hacked over the last decade. Email address and password combinations have been stolen and are shared among scammers and hackers. Sites such as haveibeenpwned.com lets you check if your email address is known to be on these lists, but just because you’re not listed doesn’t mean you haven’t been affected.

If someone had your email address and a password that you use on one site – how many of your other accounts could they get into? You could be at risk of fraud or identity theft if unauthorised people can access your accounts. An account that ‘doesn’t really matter’ might give someone enough information about you to get them into another account that does matter quite a lot.

Use a unique password every time you sign up for anything online. It is the only way to be sure you’re not handing out a key that unlocks everything you’ve ever accessed on the internet.

What are ‘theoretical maximum speeds’ and ‘typical evening speeds’?

Put simply, the theoretical maximum speed is the top internet speed you get in ideal conditions. It’s the fastest speed your service can be expected to achieve. In real world conditions, speeds may sit a little below the theoretical maximum, even on a service in perfect working order.

Typical evening speed is the speed most people achieve at the busiest time of day.

Peak demand for internet is between 7pm and 11pm daily. ‘Typical night-time speeds,’ ‘typical evening speeds’ and ‘typical peak period speed’, all refer to the speed you can expect during highest demand times.

Is there a difference between a modem and a router?

Technically yes, but most people use the words modem and router interchangeably. Basically, your modem connects your home network to the wider internet. A router lets your wireless devices, like ipads and phones, use that internet connection and talk to one another. Not all modems include routers and not all routers have modems – but you do need both for your home devices to connect to the internet. We provide an all-in-one modem/router for your home – all you need to do is ask the team.

What is HFC?

Hybrid Fibre Coaxial (HFC) is fibre optic cable that runs to a nearby node. Then the connection uses current coaxial cable to connect to the installed nbn™ device. HFC requires an NBN CO technician to comes and install an nbn™ device inside the home.

What is FTTB?

Typically used in apartment blocks, Fibre to the Building (FTTB) uses fibre optic cable to connect to a single point in your building’s communications room. The connection then travels along existing copper lines to each customer’s home modem/router.

What is FTTN?

Fibre to the Node (FTTN) reuses the existing copper landline network to run a connection from your premises to a nearby node. From there, the network uses optic fibre to connect you to the wider world. FTTN offers the potential for higher speeds than Asymmetric Digital Subscriber Line (ADSL) because slow copper only makes up a smaller part of the network, and the rest is fibre optic.

Still got questions?

Our team is here to help out with any questions you might have.

Contact us