Internet providers, how should I choose one?

They all use the NBN, so what difference does it make which Internet provider I choose?

In a nutshell …

Even if you’re using the NBN to connect to the Internet, your choice of Internet provider does matter, but not necessarily for the reasons you might think.

The Detail Containing the Devil

Firstly, it’s important to understand that the NBN does not supply the Internet.  The NBN merely provides the infrastructure (wires, fibres, etc.) to get your data to/from your Internet provider.  Ultimately, it is your Internet provider’s responsibility to get, and keep, you on the Internet.

The graphic below shows (in the yellow section) how much of the journey on the Internet pathway is actually the NBN’s responsibility.
 
Factors affecting Internet speed and performance
Where the NBN fits in the overall path to your Internet access

As you can see from the diagram, the NBN plays a vital role in your Internet connection, but your Internet provider is the ultimate determining factor in your Internet access experience.  Your choice, therefore, of Internet provider is very important.

So how do most people choose their Internet provider?  Usually it’s by brand recognition, eg, Telstra, Optus, dodo, TPG, etc. and (maybe) price.  This isn’t an unreasonable selection methodology and, for the most part, it works just fine. 

The problem with the brand/price method is that it does not take performance and customer support into account.  So while everything is humming along nicely with your Internet connection, then the brand/price method has worked out well.  But what about when you have an issue with your WiFi or Internet connection?  At that point customer support rises quickly to the top of the “desirable requirements” list.
 

So how should you choose an Internet provider?  Ideally you should take three (3) factors into account: performance, support and price (in no particular order).

Performance – Can the provider actually supply the advertised speeds, especially during peak times? 

Regardless of which speed tier (eg. 12/1, 25/5, 50/20, 100/20, etc.) you’re considering check the “Typical evening speed” figures listed which will give you the provider’s “achievable” versus “theoretical” speed.
 
Support – When something goes wrong can I get timely, knowledgeable support?

Word of mouth is your friend here.  Do you know an existing customer who can give you a recommendation?

Take the product review web sites with a pinch of salt though.  There will always be somebody that is sorely disappointed with their provider regardless of how many other happy customers that provider has.  As the old adage goes … “A happy customer tells a friend, an unhappy customer tells the world”.

From personal experience, I can tell you that Aussie Broadband and Launtel have given timely, responsive, first class, locally-based support. 
 
Price – Is the service price competitive? 

Sometimes you pay a premium for a brand.  Cheap isn’t always nasty and expensive isn’t always quality.

Take a look at sites like WhistleOut to get some quick and easy price comparisons.
 

In summary …

A bit of research can save you having to change Internet providers.  However, if you ever do need to change providers all is not lost.  Nowadays changing providers is a relatively painless process (especially if you are on a FTTP connection). 
 
Changing providers gets even easier if you are using your own WiFi router as you don’t have to wait for hardware to be shipped out to you and you won’t have to reconfigure your WiFi clients to connect to the new WiFi name (SSID).
 
There’s some interesting explainers on SSIDs here and here if you want to know more.