NodeOne Internet
Verified246 reviews
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.
Recent reviews
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.
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
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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
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
Excellent connection 98% of the time, sadly we had dropouts that lasted 36+ hours at times, and many minor dropouts, though this is to be ecpected for a fixed wireless service. The service served me well over the years Show details
My customer call lady Lyn was outstanding with her help,politeness,patience and professionalism. She offered extended assistance had i required extra help connecting which stood out as an act of not only kindness but also friendly professionalism. Show details
NodeOne didn’t advise that my discount offer had ended and I needed to increase my BPay amount. I was subsequently threatened with disconnection, despite having made my automatic payment before the due date. Kar apologised for the lack of advance notice and reversed the debt. I have updated my future BPay and appreciate Kar’s prompt and helpful assistance.
Good Afternoon I felt comfortable with Wilson that is in Accounts his highly professional mannerism very quick with resolving the issue in regard to working in with myself various time to help us out with resolving the issues in Scheduling a Payment arrangement to service the invoices outstanding on correct dates upon Payment with being able to… Read more
get a realistic and consistency re payments on Account inorder to keep the internet service bring supplied thru Node one happy with our Services Year in Year out Cheers to the Team especially Wilson awesome customer service representative always sounding happy to help out everyone really appreciate that within our busy daily schedules God Bless Thanks kindly
Horrible service. Horrible. Used to be great before taken over by Swoop. Make sure you have a couple spare hours if you have to call them. Use to be able to watch TV too without buffering but it's creeping in more and more now.
2nd time with help from Wilson and he's been awesome both times. Finds the problem and explains it clearly that even my wife who isn't teaching savvy could understand. Great service Show details
Ever since switching to node1 I have had great service and assistance with getting quality internet. I highly recommend node1 when ever people ask me who my internet is with. Show details
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Customer service was great, easy to hear and understands as I am a hearing impaired person. And we had success finding the problem in 15 minutes. Which was me.... Show details
Amazing service, thanks to Wilson. Both issues resolved quickly and efficiently. Peace of mind knowing help is only a call away and - no waiting! Thank you so much. Show details
Diro made a note of the issue and whilst it couldn’t be solved by me in one contact, he dealt with it when it could be, then messaged me To let me know it was done. it was Diro’s proactivity that sorted the issue for me. Thanks!
If you’re looking for a fast response this company certainly won’t provide one , 4 days without internet and are happy to just delay you . Yes the internets fast but the service is freaking crap Show details
i have had Neil help me connect a new router today, he was very helpful and extremely patient for the entire process, I could not be more happy, thanks for a great service. Show details
The service is very inconsistent and the technicians installed the modem behind a microwave, so we lose internet whenever the microwave is turned on and NodeOne refuses to move it without an extra charge. When calling support the wait time is over two hours, this is totally unacceptable. Show details
I loved the willingness to go to all extremes to help resolve the issue. I also love that took the time to teach me something new in regards to my internet/router. Show details
Excellent guidance and neat instructions to setup my connection. I was heavily disheartened in not getting internet when moving in but the entire team guided me in neatly discovering what the problem was and help me even set it up properly, all in a phone call. Will recommend NodeOne to anyone who is interested in setting an internet connection.
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