NodeOne Internet
Verified270 reviews
Harry assist me with a service and billing issue, and was able to resolve it immediately. Thank you Harry. You professional service and product expertise was much appreciated.
Kris was great. Very quick and clear and I got my request sorted as I needed. Sad to be cancelling my service as I have moved states but I never had an issue with the product
Customers beware of illegal billing! Tower got knocked out in May after the big storm. NodeOne called to move customers to NBN and stated were not going to restart fixed wireless to our area... Contract was to be terminated there and refund for days of net not able to be provided... both never happened it seems. Node One have kept billing me… Read more
until I realised this month.
Customer service refusing to repay the charges even though they haven't been able to supply internet to may address.
Dodgy company... check your direct debits if you were with them!
Reviews with attachments
- +5
I was paying $139 per month for Node One’s Hyperfast 1000/100 plan. After Swoop Broadband’s takeover, I discovered the plan price had been reduced to $109, yet I was never notified or automatically transitioned to the new rate, resulting in months of overpayment. This lack of communication felt deceptive, as I continued paying $30 more per month… Read more
for the same service.
When I contacted Node One, I was transferred multiple times between support, billing, and sales, repeatedly re-explaining the issue and completing security checks. I was eventually told I needed to cancel and reapply for the plan to receive the lower rate, which also required an additional $85 payment despite being mid-billing cycle.
During this process, I confirmed my correct address multiple times. However, my service was incorrectly connected to “30B” instead of “30,” leaving me without internet for over 24 hours. I later learned that NBN Co had changed the property address structure (from 30 and 30A to 30A and 30B) without notifying Node One, and Node One also failed to notify me. This oversight caused confusion, delays, and service disruption.
Even assurances from several representatives (including [Name Removed] [Name Removed], [Name Removed], and [Name Removed]), communication was poor, follow-up was inconsistent, and I was continually promised updates that never came. Sales staff appeared more focused on upselling additional services rather than resolving my issue.
Aussie Broadband found the issue which was a simple UNI-D port setting error within minutes and guided me through correcting it. This restored my connection immediately. Following this, I chose to cancel my Node One service and sign up with Aussie Broadband, whose support was fast, transparent, and professional.
This experience demonstrated NodeOne’s poor communication, accountability, and technical support since the Swoop Broadband merger.
Satisfied – We have been with NodeOne since building our house 10 years ago. We have had almost no issues with the service. Apart from a 4 day outage from Cyclone Seroja (not NodeOne' s fault - no power) we have probably had less that 1 hour of down time per year. The performance is at the expected rate for a 250Mbps connection (Speedtest gives better than 220/20 to Perth and Sydney and 150/15 to New York). Show details
Quality fast internet – Easy set up from stard to finish with quality customer service from Nodeone Customer support and NBN technicians. After all the issues dealing with Telstra customer service and tech issues, this is a nice change of pace Show details
Great service – Love how fast you get a response it's great and convenient Show details
Ok product. Horrendous support – We had the node one fixed wireless and the setup was great, the product worked fine…. Until it didn’t. We had an issue following a storm where the service would drop out constantly and when it was online the speeds were back to dial up days. I have lodged online tickets and rung the support line with zero success in a week and a half. One time I… Read more
rang the support line sat on hold for over an hour and got cut off before speaking to anyone.
Another time I rang the support line and waited for almost an hour. Went through some initial diagnostics and was asked to lodge speed test over the course of the day. I was promised a call back the next day to follow up which never occurred.
Every time I rang the support line a pre recorded m message says they are aware of a problem at another one of their towers with no ETA to fix that
Finally my ticket has only one response which is that it has been forwarded to the escalations team but I have not had any further contact since or any eta of when I can expect service to be restored.
In short do not sign up for this service. While it was a fine proposition and worked well the support is so bad that you can’t risk having any sort of a problem.
In-depth reviews
I am writing to share an exceptionally positive experience I had this evening with one of your team members, Aaron. Earlier today, I experienced significant frustration during a two-hour phone call with Deo , which unfortunately did not resolve my issue and left me without any internet service. As you can imagine, this was quite stressful. … Read more
However, when I called back later in the evening, I was fortunate to be connected with Aaron. From the outset, Aaron was professional, efficient, and highly knowledgeable. He not only resolved my issue quickly, but also took the time to guide me through installing Cat 8 cables, ensuring I fully understood the process.
What truly stood out was Aaron’s personable and engaging approach. He made the interaction feel genuine and tailored, and even remembered speaking with me back in January, which added a thoughtful and memorable touch to the experience.
Aaron completely transformed what had been a very negative experience into a positive one. His level of customer care, technical expertise, and attention to detail was outstanding. I cannot thank him enough for his assistance.
I sincerely hope this feedback reaches management, as Aaron absolutely deserves recognition for the high standard of service he provides.
When I signed up to NodeOne four years ago, they were outstanding. Customer service was local, technical support was great. Since they were taken over, the customer service is awful. It takes a long time to get through to anyone on the phone. People on chat promise to carry out simple actions and do not. I would definitely not recommend them. To… Read more
fill out the story, I recently cancelled my fixed wireless in order to join FTTP with a different ISP. I called them to cancel. This seemed smooth enough. As I paid for a month in advance, I was due a refund for the remaining days when my service was not active. They agreed to this. They also promised to arrange the removal of the dish from my roof.
I had a phone call from their accounts department a few days later asking for my bank account details in order to process the refund. I asked why as they had happily taken money from this account for four years. They said after cancelling the account they had no access to this any more. I gave the details. Was promised it would be paid quickly. A week later, no email confirmation, no money. I used online chat. They promised to follow up and escalate it. 5 days later, no money and no confirmation. Followed up again. Promised to escalate.
Nothing happened until I officially complained using their complaints service. Then they acted. Had refund processed that day and a time arranged to remove the dish. This was for a straightforward agreed action! If you had real technical support required, it would be far worse. AVOID.
How to turn a frown upside down – Having been a NodeOne customer for about 7 years on a fix wireless service, we decided to make the switch to NBN. Initially, we chose a different provider due to a misunderstanding of the plans but quickly churned over (it took less than 15 minutes) when that provider had a system melt-down following planned maintenance (and no communication into… Read more
their 12+ hour outage) Now, the experience with the NBN has been less than positive as we experienced multiple outages each day (5+) and had 4 NBN technician visits. Lucky for us, our fixed wireless service link was still active and we could switch back over while waiting for a resolution. During this entire time there was a shining light - Sacha our Customer Service Officer had been allocated to our issue early on and was all over the problem like a rash : ). He communicated regularly and kept me updated as to what the plan was. He listened to my issues and reviewed the logs and other data I provided as evidence to the issue and included me in the ongoing discussion. (he didn't treat me like I didn't know anything - 24 years working in IT I have a fair idea of what was going on). The end of the story has been a happy one. An NBN tech (not a contractor) finally came out and realised that the NTU hadn't had a firmware update. We now have a stable NBN connection. Would I recommend NodeOne? YES. 100% happy with the service and their team.
Positive reviews
When I joined nodeone about one year ago, the speed was really quick, suitable for a home office and streaming services at the same time. However, the speed dropped/slow down and I keep getting buffering while watching YouTube, hence I cancelled the service for starlink (slightly cheaper and speed is good…as of the time of this review). However, the node one staff were great every time I called them.
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Wilson was a wonderful help with extending my payment and it’s always great help from the whole team from node1 with they costumer services and how much they will help support you.
Great service. Have been with them for more than 4 years. Customer support very good. I would like to personally thanks Wilson for customer support for managing payments as per request.
Negative reviews
We have been on the 70/20 plan for a few years at $89. It was set up by my husband. When my husband died, I dutifully changed the account over to my name. What I didn't know and what NodeOne did not tell me at that time is that same plan had been reduced to $79 for some time. I would have been better off to just set up a new account in my own name… Read more
at the cheaper price rather than take over my late husband's account. Over a year later, I discovered this. They offered me a $50 discount on one bill. Also the speed is only close to the speed advertised if you are sitting on top of the modem.
Was good at first but then had a few problems with speed and dropping out alot so unfortunately had to go to another provider. And Wilson at Node 1 was very helpful making my cancellation happen smoothly without problems.
I had to cancel because of continued loss of internet for more than 4 weeks without any resolution. The technical team could not at resolve my problem despite buy a new modem. Show details
Recent reviews
Sarah from nodeone was very helpfull when I have changed my internet plan and speed. She also offer me better deals for mobile service which I will look into. Thank you for the awesome service. Regards Jake Show details
Customer service is 100%. I had the pleasure of dealing with Wilson. Which I have dealt with on other occasions and is always very helpful and polite with direct answer to your questions and clear instructions. thank you Show details
Hi all Once again my experience with NodeOne/Swoop has be beond my expectations. Wilson was easy to understand And comes with great knowledge of his position.Along with compassion During financially stresses Times. I strongly recommend NodeOne/Swoop you won't find better service or internet connectivity Thankyou Wilson NodeOne Craig Show details
I recently had a question about invoicing and sales, and Wilson from the accounts team handled it quickly and efficiently. The sales team were also great, everything was smooth and hassle-free when upgrading my service plan. I’ve been with NodeOne for the past five years and have consistently had a positive experience. Very satisfied overall and happy to recommend them. Show details
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Wilson was very polite and helpful and resolved the issue
Great customer service. Wilson was very helpful and polite. Service works well
Mr Wilson seamed like a really nice person, helpfully and a great person to talk to
Great communication and fast resolution with a friendly attitude to customers from representative "Wilson" (like the ball)
Great experience with Wilson. He was very kind and helpful. Thank you
I dealt with Wilson today. And hes helped me on a number of occasions hes one of the best And worth 5 stars
Caller Beth was very lovely and helped resolve my suspended account so quick!
A special thanks to Sarah for her courtesy and her professionalism. Excellent job !
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