Broadband Internet Providers

Advertisement

Canstar Blue’s annual review of ADSL and Cable broadband internet providers compares Internode, Belong, Dodo, iiNet, Optus, TPG, iPrimus & Telstra on their customer service, network performance, ease of activation, contract clarity, bill clarity, value for money & overall satisfaction.

See our Ratings Methodology.

Most Satisfied Customers | Internode

Internode has struck a chord with Aussie internet users, toppling the big telcos on customer satisfaction for the second year in a row with five stars for customer service, network performance and bill clarity, as well as overall satisfaction.

Compare Broadband Plans

with the WhistleOut comparison tool.

Your Location

Type of Broadband Plan






Broadband Plan Features


 

Internode in front for internet providers

Until the National Broadband Network (NBN) arrives at your door, you’re pretty much stuck with a good old copper ADSL connection. A sturdy cable connection may also be on offer – if you’re lucky enough to live in an area that has it. But while you wait to be connected to the NBN, it’s important that you’re still getting the best service and value that you can from your existing internet provider, so don’t be afraid to shop around before the NBN becomes available. You may even plan your next move with one eye on the NBN switch. If you’re already connected to the NBN, head over to our NBN provider ratings.

There are well over 40 internet service providers out there, which include all the big names you’ve no doubt heard of or seen the ads for on TV. However, there are loads of other providers you may not be aware of, and the trick is to dig a little deeper to find the best internet provider that meets your needs, along with a price you’re happy to pay. This is true whether you’re already on the NBN, or just looking for a better provider for your existing service. Our goal is to make that digging process a little easier and help you find that perfect internet provider match.

These ratings are based on the experiences of Australian households with an ADSL2+ or cable internet connection, with internet providers compared on factors including customer service, contract clarity, network performance and value for money. In 2018, Internode has been rated highest overall, scoring five stars in almost all research categories. It is the second year in a row that Internode has come out on top, leading the way from the big telcos and other challenger brands.

  • Internode was rated five stars for its customer service, network performance, ease of activation, contract clarity, bill clarity and overall satisfaction.
  • Belong, Dodo, iiNet, Optus and TPG all received four stars for overall satisfaction, with TPG the only provider this year to earn top marks on value for money.
  • iPrimus and Telstra were both deemed worthy of three stars for overall satisfaction, with a mix of three and four stars across the board.

Our customer ratings table reports the real-world experiences of Aussie households who have either an ADSL or cable broadband connection with one of the eight providers listed, giving you an idea of what to expect should you decide to sign up with one of them. For further guidance on which might be the best bet for your internet needs and budget, here is an overview of what each has to offer.

Internode Broadband Plans

Internode was one of the early adopters of ADSL2+ speeds when they were first introduced and in 2011 the South Australian provider was acquired by iiNet, which would later become part of the TPG Telecom group – now Australia’s second biggest internet provider after Telstra. However, Internode continues to operate as an independent brand, with its own range of internet plans:

  • Prices start from about $60 per month, but for unlimited data you’ll need to be willing to spend about $70 a month. Like many other providers in the iiNet family, you can also bundle in a Fetch set top box packagefrom about $5-$10 extra a month, in which you’ll get data-free streaming as part of the deal.

The Adelaide-based telco was the only provider in this year’s ratings to achieve five stars for overall satisfaction and indeed for every other category except value for money where it still recorded four stars – indicating that many consumers look for more than just a cheap price.

Belong Broadband Plans

Belong – a brand under Telstra – offers “hassle free broadband” and internet that won’t “cramp your style”. Indeed, Belong has pretty some simple ADSL offerings, with either 100GB or unlimited data to choose between. 100GB costs under $40 a month, while unlimited data comes in at about $45 a month.

  • These costs are for 12 month plans, but for a monthly contract you’ll need to pay an extra $5 a month. These base prices do not include line rental – to get a plan with line rental added you’ll be paying at least $60 a month for unlimited data.

Belong is described as an initiative to get ‘Telstra internet’ at slightly cheaper prices, which it obviously delivers. In this year’s ratings, Belong scored four stars for overall satisfaction and the same score across most other categories, with the exception of customer service and value for money where it dropped to just three stars.

Dodo Broadband Plans

A brand owned by the Vocus Communications group, Dodo is one of a select few companies to deliver multiple household services, including electricity and gas. When it comes to internet, Dodo is typically one of the cheapest providers around, including deals with unlimited data from under $30 a month!

  • These base prices do not include line rental – for a plan with line rental included, you’re looking at spending around $60 for unlimited data. Dodo also offers Fetch packages from around $45 a month.

Dodo achieved fairly solid results overall, rated four stars for overall satisfaction and across every other category, making it a solid performer. Dodo achieved similar recognition across most states in our latest review of electricity providers, with its big discounts often making it one of the cheaper alternatives.

iiNet Broadband Plans

iiNet has been a stalwart in these ratings for many years now, known for offering a great alternative to the biggest providers. Like with most other providers in the iiNet/TPG family, plans start at around $60 a month, but for unlimited data you’ll need to be willing to pay about $10-$20 extra.

  • As for cable, iiNet’s plans are only available in Geelong, Mildura and Ballarat, with unlimited data costing about $80 a month.

iiNet is another provider with Fetch entertainment available from about $10 a month extra, and it is sometimes included at no extra charge. iiNet achieved four stars for overall satisfaction and in most other categories, except for contract clarity and bill clarity where it achieved a notable five stars.

Optus Broadband Plans

Internet giant Optus streamlined its plan offerings recently, now offering unlimited data from just $60 a month. Beyond that, Optus has the rights to the English Premier League soccer, which is available on an entertainment plan with which you’ll also get Fetch for about $80 a month.

  • The base plans come on a 24 month contract, but you can opt for a no lock-in contract that attracts a $200 set-up fee.

The entertainment bundle includes the Fetch ‘Mighty’ PVR, along with one channel pack and Optus Sport. As for cable, its plans are exactly the same and start from $60 a month. Optus has historically been rated the best ISP for Netflix, making it a viable contender if you’re into streaming. As for customer satisfaction, it was rated four stars overall and in many areas, but did fall down for customer service and value for money, achieving three stars apiece here.

TPG Broadband Plans

TPG offers a wide range of competitive internet plans, with data allowances starting at 20GB and costing around $40 a month, while for unlimited you’ll probably get better value at just under $60 a month with line rental.

  • As with most internet providers, you can opt for a contract or no contract for an extra fee. You’ll also get – with any ADSL plan – what’s called IPTV.

IPTV is basically an internet-based streaming service that uses TPG’s own media player to watch channels like Aljazeera, Bloomberg News and FTA TV through your computer. It’s like TV but streamed over the internet and at no extra monthly cost – all you have to do is register. TPG was a solid performer overall in this year’s review, with four stars for overall satisfaction and across most other categories. But it notably achieved five stars for value for money – the only provider to do so.

iPrimus Broadband Plans

Another brand under the Vocus Communications umbrella, iPrimus offers markedly different plans to Dodo. Prices start at around $60 a month, but for unlimited data you’ll have to pay about $80 a month.

  • All iPrimus broadband plans include home phone line rental, which is significant as many other service providers will charge extra for the mandatory copper phone line. Fetch entertainment bundles are also available with iPrimus.

It seems customers were only reasonably satisfied with iPrimus, as it was rated three stars for overall satisfaction and for most other categories, except for customer service where it achieved four stars.

Telstra Broadband Plans

As the biggest telco in Australia, it is perhaps a little unsurprising to see the old ‘big blue’ rounding off the list. After all, Telstra is the arguably the yardstick by which all other telcos are measured.

  • Its cheapest internet plans are about $70 a month, however, to receive unlimited data you need to be willing to spend closer to $100.

On the flip side, Telstra is king for its entertainment bundles, with many of its dearest plans coming with Foxtel and other added perks. Despite the tempting entertainment proposition, however, Telstra was rated just three stars for overall satisfaction and in every other category, except network performance and bill clarity where it achieved four stars.

Smaller Internet Providers

While the eight broadband providers featured above can generally be thought of as the biggest around, it’s worth pointing out that there are many other providers equally capable of offering you a good deal. These include:

While the big providers are probably going to be your first port of call, looking into a smaller provider may prove to be better value in terms of straight up data versus price. However, generally the biggest internet providers offer more than just cheap deals. Often, they provide comprehensive support with call centres operating around the clock, as well as easy online service and support options.

Bigger internet providers may also remove much of the ‘mystery factor’ and often come with free and prompt installation, which these smaller providers may not be able to provide. All in all, it’s a good idea to keep an open mind and consider a wide range of plans and providers before signing up.

Customer service more important than price, speed

Customer service is the single most important factor driving overall satisfaction when it comes to internet providers, our research shows. In 2018, it overtook network performance in our customer satisfaction ratings as the number one driving factor. This suggests that many of us still on an ADSL or cable connection value customer service over a cheap price or superfast plan. The drivers of satisfaction were:

  • Customer service: 29%
  • Value for money: 26%
  • Network performance: 23%
  • Ease of activation/sign up: 10%
  • Clarity and flexibility of contract: 8%
  • Bill clarity: 4%

Given that ADSL and cable speeds are generally more predictable than speeds on the NBN, with prices remaining pretty competitive, it’s little wonder some telcos differentiate themselves based on customer service.

Are you paying more than you need to?

With an average reported spend of just over $73 a month, and with over half of those surveyed having an unlimited data internet plan, customers may find they are paying too much for the amount of data or other features they are currently receiving from their provider. The cheapest unlimited data deals come in at less than $40 a month.

  • Tellingly, just 43% of ADSL or cable customers surveyed are looking forward to the NBN coming to their area. This was a notable decrease from 62% in 2017!

The rollout of the NBN in your area could still be a long way off, so there are a few things you can do to get the most out of your existing ADSL or cable provider – and that includes shopping around for a new deal. Whether you’re choosing an ADSL option, or you’re looking at a good cable plan for your home, it pays to shop around. Here are some useful resources to help you decide what internet plan to go with:

Taking a look at the big service providers in our ratings will also be a good starting point, but don’t forget you have a lot of options when it comes to ADSL or cable internet.

What is ADSL internet?

ADSL stands for ‘Asymmetric Digital Subscriber Line’ and remains the most common form of fixed-line home internet in Australia, with ADSL2+ the new and improved version. ADSL uses telephone lines to provide internet access, making it the cheapest type of connection.

  • ADSL speeds usually fall short of those provided by cable or fibre connections, with average download speeds around 12Mbps, with some connections getting up to 24Mbps
  • The cheapest ADSL internet plans come in at around $30 per month, with many rising to around $60 depending on data allowances

What ADSL may lack in download speeds, it more than makes up for with sheer choice of providers and plans, with more than 40 internet providers in Australia each with their own selling points.

What is cable internet?

Cable internet is delivered through a hybrid network of extremely fast fibre optic cables and slower coaxial cables, resulting in increased bandwidth limits and higher speeds for end-users.

  • Typical speeds are anywhere from 30Mbps up to 100Mbps – equivalent some speeds achievable through the National Broadband Network.
  • Cable internet connections are only available in certain areas, often only through one provider, with either Optus or Telstra providing the network infrastructure in different neighbourhoods. Some other providers, including iiNet, offer cable connections in selected areas.

If you’re lucky enough to live in a cable-connected home, you will likely only have the choice of one provider with less plan choice than what is offered to ADSL customers. You’ll also generally have to pay more, with prices starting at around $60 a month. However, you will also generally benefit from faster speeds.

Compare Internet Bundles

Frequently asked questions

Canstar Blue surveyed 6,000 Australian adults across a range of categories to measure and track customer satisfaction, via ISO 26362 accredited research panels managed by Qualtrics. The outcomes reported are the results from customers within the survey group who currently have an ADSL or cable plan in their name and they pay the bills – in this case, 1,758 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.

Latest internet articles

How to watch the 2018 FIFA World Cup in Australia

The 2018 FIFA World Cup is taking place in Russia in June and July. While this means bleary-eyed goal celebrations in Australia at around 2am, there will still be a large contingent of Aussie soccer …

– Read more

The best games to play on your 4K TV

Microsoft's Xbox One X and Sony's Playstation 4 Pro consoles heralded the arrival of 4K gaming in the living room, and despite their relatively short time in the market, the 4K-capable consoles have already amassed …

– Read more
Apple TV

The best internet providers for Netflix

Downloading high-quality Netflix content requires a good internet connection. Find out which Australian internet providers are up to the job at Canstar Blue.

– Read more

Optus Bundles Compared: Internet & Entertainment

Today’s internet is more than just about data. Providers such as Optus offer entertainment bundles on some plans, so you can not only browse the web but enjoy streaming and premium TV as well. Read …

– Read more

Nvidia Shield: The best streaming box you’ve never heard of

Tech expert Krishan Sharma with his take on the Nvidia Shield. Is it the best streaming device you’ve never heard of? Find out.

– Read more
Advertisement