Phone and Broadband Internet Bundles compared


Canstar compares leading broadband phone & internet bundle providers and provides customer satisfaction ratings. We compared Exetel, iinet, TPG, Westnet, Dodo, iPrimus, Optus, Testra with Internode taking out 5 stars. These were reviewed for value for money, customer service, network performance, contract clarity and bill clarity.

* Overall satisfaction is an individual rating and not a combined total of all ratings. Brands with equal overall satisfaction ratings are listed in alphabetical order.
^ By clicking on a brand or ‘details’ button, you will leave Canstar Blue and be taken to our referral partner to compare. You agree that Canstar Blue’s terms and conditions apply to this referral. If you click on a brand that our referral partner does not cover, you will be taken to a brand page on Canstar Blue.
Canstar Blue research finalised in February 2016, published in March 2016.

See our Ratings Methodology.

Bundled Phone & Internet 2016 Award Logo

Most Satisfied Customers | Internode

Internode has won our Most Satisfied Customers again, for the fourth time in a row, receiving five stars for overall customer satisfaction.

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Internode bundles up best for Aussies

Bundled plans are a staple product of modern-day telcos. These plans combine a home phone landline with a broadband internet subscription for a single monthly fee, and are usually better value than paying for the two services separately. Bundles are a popular communications service for Australian households, meaning the market for them is very competitive and relies heavily on providing value-packed products and extras, such as paid TV service, so you should be able to find a good deal.

Differentiating between service providers and their plans can be tricky, which is why Canstar Blue annually surveys thousands of bundle bill-payers to find out which are deemed to offer the best overall package in terms of their network performance, customer service and value for money. So which telco stands out from the rest? Well, this particular category has been dominated by one name over the years, Internode. The home-grown internet service provider (ISP) from Adelaide has now topped our ratings for four consecutive years – that’s quite an endorsement from its customers. It also follows a trend of success for companies in the iiNet group (now owned by TPG Telecom), with Westnet leading our ratings for ADSL and cable broadband providers.

Exetel is also worthy of a mention as the only ISP to score a five-star rating on value for money in 2016. It achieved the same recognition in the aforementioned ADSL/cable category.

Is it cheaper to bundle?

Bundling your phone and internet is often better value than buying the two separately – like many deals where you buy in volume, companies make their more expensive offerings better value to encourage you to spend more money. Another benefit to consider is better value installation as bundling your phone and internet means you can get both services installed and operational in one go, usually on the same day, meaning you’ll be up and running sooner.

On the flipside, bundling your plans together isn’t for everyone. Some people use their mobile phones for everything and just don’t need a landline, whereas others might barely use the internet at home – meaning no need for broadband internet. For most households, however, the convenience and value proposition of a bundled plan is by far the best choice, with added inclusions like Foxtel, Stan, Presto or Netflix an extra incentive.

Bundled plan features

In addition to charging you less money than if you bought the two services separately, many telco providers throw in added extras that are exclusive to their bundles. These extras can include set-top boxes capable of recording programs and renting movies, premium TV channels, and subscriptions to music and entertainment services. Examples include Optus’ Fetch TV set-top box and free subscriptions to Stan, or iiNet’s quota-free Netflix streaming. The telcos are constantly throwing in better goodies as incentives for you sign up to their plans, so it’s a good idea to regularly review your options.

What customers want

According to our research, there are three key factors that go a long way to determining a customer’s overall satisfaction with their bundled service provider:

  • Network performance (including speeds and reliability): 29%
  • Customer service / tech support: 26%
  • Value for money: 23%
  • Clarity and flexibility of contract: 14%
  • Bill clarity and accuracy: 8%

In other words, the telco that strikes the best balance between network speeds, service and price will be onto a winner in the eyes of customers. This year, just as in the previous three, that service provider was Internode.

Frequently asked questions

Canstar Blue commissioned Colmar Brunton to survey 6,000 Australian consumers across a range of categories to measure and track customer satisfaction. The outcomes reported are the results from customers within the survey group who have an active bundled communications plan (i.e. broadband and phone with the same service provider) in their name and they pay the bills – in this case, 3,502 people.

Brands must have received at least 30 responses to be included. Results are comparative and it should be noted that brands receiving three stars have still achieved a satisfaction measure of at least six out of 10. Not all brands available in the market have been compared in this survey. The ratings table is first sorted by star ratings and then alphabetically. A rated brand may receive a ‘N/A’ (Not Applicable) rating if it does not receive the minimum number of responses for that criteria.

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