iPrimus Broadband: Comprehensive Guide to the internet provider


Our Verdict

iPrimus Broadband

With an emphasis on quality over price-cutting - but still offering solid value - iPrimus is a great choice.

Overall 81%

Review was updated on 26 May 2021

The name iPrimus might seem relatively new, so it might come as a surprise to learn that the company recently celebrated their 24th birthday. Now one of the bigger players on the Aussie market, their move into the Vocus group stable only served to further cement their status as one of Australia’s biggest broadband providers.  

What’s In this Review

iPrimus Broadband Review

For those who remember the bad old days of two – or even one – telecommunications provider, iPrimus was the first sign we saw of a new, deregulated world of customer-focused telcos who no longer took their place in the market for granted. After Telstra and Optus, iPrimus is the third-oldest telco on the Aussie market. This gives them a level of experience and understanding that few can match.

About iPrimus Broadband

iPrimus has over 20 years experience in the broadband business, but they still operate like a new provider. They’ve also grown rapidly, largely due to ambition and an understanding of the direction in which the Aussie market is headed. As a provider, iPrimus Broadband made one crucial step early on – they got their own broadband hardware into as many local phone exchanges as possible. They could then offer dedicated Primus services, bundling broadband and home phone – this gave iPrimus a huge advantage. iPrimus has been part of the Vocus group since 2016, which gives them access to a broad international network which few other Aussie providers can match.

What Plans Does iPrimus Broadband Offer?

iPrimus Broadband’s plans are organised in a different fashion to the traditional Aussie telco. While they offer both NBN and ADSL plans, they now only offer ADSL to those without access to the NBN, and don’t advertise their ADSL plans online (you need to call iPrimus’s sales line to connect via ADSL). The sole ADSL plan is a $60/month plan available on contract that gives you 100GB of data per month.

iPrimus’s NBN plans are divided into four speed tier choices – NBN 25, NBN50, NBN 100 and NBN250; and all plans providing unlimited data. The company has recently scrapped the 12-month term so all plans are now with no lock-in contract.

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Unlimited Plans

If you love a good download or just don’t want to come to the end of the month worrying about every megabyte, iPrimus’ NBN unlimited deals are the perfect fit for you. The NBN25 plan delivers 25Mbps typical evening speed, the NBN50 plan is quoted as having a 50Mbps average evening speed while the NBN100 plan (not available on FTTN connections) quotes 95 Mbps typical evening speed. The deal includes a phone line with pay-as-you-go calls. iPrimus also offers their new Home Superfast plan with uncapped data and configured on NBN250, though for now it’s only available to FTTP and HFC customers in select areas.

Again, these plans are available on a month-to-month contract so customers need to pay $70 upfront costs to cover the set-up and WiFi modem fees.

iPrimus Plans

  • $0 standard modem and set up fee.
  • Premium
  • No Lock-in Contract
  • Up to 100Mbps Premium Evening
  • Unlimited Data
  • NBN 100™ Fixed Line
  • Multiple players gaming online
  • 4K video streaming
  • $90/mth
Min Cost - $90 over 1 month ($0 set up and standard modem fee)

Standard Plus
  • $0 standard modem and set up fee.
  • Standard Plus
  • No Lock-in Contract
  • Up to 50Mbps Standard Plus Evening
  • Unlimited Data
  • NBN 50™ Fixed Line
  • Online gameplay
  • HD video streaming
  • $75/mth
Min Cost - $75 over 1 month ($0 set up and standard modem fee)

  • $0 standard modem and set up fee.
  • Standard
  • No Lock-in Contract
  • Up to 25Mbps Standard Evening
  • Unlimited Data
  • NBN 25™ Fixed Line
  • Landline w/ pay as you go calls
  • 25Mbps typical evening speed (7pm-11pm). Speed may vary due to various factors and confirmed once connected.
  • $70/mth
Min Cost - $70 over 1 month ($0 set up and standard modem fee)

Last audited 18th of November 2021

Entertainment plans

Are you not entertained? If not, then iPrimus has something for you. iPrimus offers entertainment options on their NBN unlimited plans from above, with optionally able to include Fetch TV. Starting at $10 a month, the Fetch add-on includes a Fetch Mini set-top box and your choice of one premium channel pack.

Bundle Fetch with iPrimus Broadband

Stream your favourite shows & movies on Fetch TV. Add it to your iPrimus unlimited internet plan from only $10/mth, plus your choice of one free channel pack!

iPrimus Features

Getting an internet plan from iPrimus ensures that you have some of the best options. You can build the plan that’s perfect for your needs, allowing you to choose between speed tiers. Whatever you need from a broadband service, iPrimus has got you covered.

What are iPrimus’ Best Features?

  • NBN plans from NBN25 to NBN250 speeds
  • Offers unlimited data plans
  • No lock-in contract plans
  • Only $70 setup and modem costs
  • Offers an entertainment bundle with Fetch TV
  • Option to add a 4G backup modem at only $15/month

iPrimus Service and Customer Satisfaction

To get in touch and know more about what iPrimus offers, call 13 17 89. iPrimus customer service can be reached between 9 am and 9 pm Monday to Friday, while technical support is also available 9 am to 9 pm weekdays and 9am to 6pm on weekends. If you’re not keen to call, their Live Chat option also operates during these hours, while emailing customerservice@iprimus.com.au will get you a response quick smart. If you’d like something a bit more casual, the company also keeps a strong presence on Facebook, Instagram and YouTube — just head to the social media platform of your choice and search for ‘iPrimus’. Before you do, though, a fair warning — it’s mainly memes and videos.

Although the company is Australian owned and headquartered in Melbourne – and international parent company Vocus is headquartered in Sydney – the iPrimus call centre is split between Australia and offshore. As with plenty of the other providers who have based their call centres overseas, this does usually mean savings for the customer – although it can also be inconvenient in some instances.  

iPrimus support

The iPrimus customer service and technical support team can solve anything from connection issues to billing questions without hassle. Give them a call about:

  • New account enquiries
  • Technical support
  • Plan changes
  • Billing questions
  • Changes to download limits

Awards and recognition

Aside from being a ‘middle-aged’ Aussie internet provider in a time of tweens, iPrimus is also recognised as being family-friendly. Their ‘internet pause’ option allows you to temporarily cut your broadband while you enjoy a family meal or listen to mum’s birthday speech – which is a welcome addition for plenty of families and their device addicted kids. They’ve also got the ‘bill pause’ option, which lets you pause your bill for up to a month – i.e. for a family holiday – which is perfect as you won’t need to pay for what you don’t use. This means they are the ideal family broadband provider.

The Pros and Cons

The Good

  • Offers a range of plans across different broadband connections and speed tiers
  • Broadband plans can be bundled with Fetch TV

The Gotchas

  • Top-speed plans available depending on connection and in select areas only

Summary: Is iPrimus Right for You?

Compared with their stable-mate Dodo, iPrimus is more expensive – but only by a few dollars, and you get more for your buck. iPrimus has established an extensive network, which has only increased since its acquisition by Vocus. Their bundles are where it’s at, where the addition of Fetch TV means that you’ll be getting plenty of entertainment in the one deal.

What people are asking about iPrimus

  • Are Dodo and iPrimus Connected?

Yes, but not directly. Both iPrimus and Dodo were owned by a company called M2 Group until 2016, when that company was merged into the giant Vocus Group, which now operates both providers. Each is run as a separate company with different plans and pricing, but sharing much of the same network.

  • Are iPrimus and Telstra Connected?

No – and in fact, iPrimus was the first internet provider in Australia to reduce their reliance on Telstra during the ADSL days, by putting their own equipment into phone exchanges to connect customers directly to iPrimus.

  • Does iPrimus Use Telstra or Optus?

While iPrimus’s internet services don’t use either company, iPrimus does sell mobile SIM only plans as well, and those are powered by the Optus 4G network.

  • How Do I Access My iPrimus Voicemail?

All you need to do is pick up your handset and dial your VoIP number (your home phone number) including the area code, then enter your PIN and press the # key. If accessing voicemail from another phone, dial your VoIP number and press the * key when it answers, then enter your PIN and press the # key.

  • How Do I Contact iPrimus?

The easiest way to get in touch with iPrimus for everything from customer enquiries to technical support is to call them on 13 17 89. Accounts and billing is available from 9am to 6pm Monday to Friday; sales enquiries and technical support from 9am to 9pm weekdays and 9am to 6pm on weekends.

  • How Do I Cancel My iPrimus Account?

If you’ve decided to switch to another provider and need to cancel your account, call 13 17 89 and a iPrimus customer service person will get the cancellation sorted out for you. Keep in mind that if you’re still under contract, an early termination fee may apply.

  • How Do I Change the WiFi Password on the iPrimus Modem?

There’s actually several different models of modem used by iPrimus, with a couple of NetComm models most common today, but Huawei models having been used in the past. If you’re not familiar with changing the settings on a modem, it’s recommended you give tech support a call on 13 17 89, and they’ll be able to walk you through the right steps based on the type of iPrimus modem you have.

  • Is iPrimus Down in My Area?

With the NBN providing the connectivity for all ISPs, it’s rare for there to be any sort of outage that affects just one particular ISP – but it can and does happen. If your iPrimus connection isn’t working, the first thing to try is to turn off your modem, turn it back on again and wait 60 seconds or so. If you’re still not able to connect, get in touch with tech support on 13 17 89 and they’ll be able to check to see if there’s a fault.

  • Who Is iPrimus?

One of the first communications companies to arrive in Australia and set up as an alternative to the incumbent Telstra for broadband services, iPrimus has been providing broadband internet in Australia since 1999. They’re now a part of the Vocus Group, a key provider of fast network connections in Australia and around the world, and make extensive use of their network via the NBN.

  • Do I Need Unlimited Data?

If you’re only planning on using your iPrimus broadband for light tasks like browsing the web, doing online banking, catching up with friends’ videos and photos and so on, then you should find capped data of 250GB or 500GB more than enough. While iPrimus used to offer a 250GB plan before, the telco now only offers unlimited plans. And if you’re someone that watches a lot of Netflix, Stan, BINGE or other streaming services, we’d highly recommend you go for one of the unlimited plans – the peace of mind is worth the small extra cost.

  • What NBN Speed Do I Need?

The “NBN numbers” you see in connection to plans reflect the download speed that you can expect in perfect conditions. NBN25 is about the speed of the best ADSL connection, but if you’re streaming video or in a household with multiple people, NBN50 will help make sure everyone is able to use the internet without buffering. NBN100 and the ultra-fast NBN250 are available only on some connection types, and is for those who want the fastest downloads possible (such as for video game updates).

  • Do I Need to Supply my Own Modem?

If you sign up to a 12-month contract plan, iPrimus will supply you the right modem for your NBN connection type. You can use your own if you have one (as long as it’s not locked to another internet provider) but for the best results, there’s every reason to use the one supplied by iPrimus. Currently, though, all of iPrimus’ plans are month-to-month so there’s a setup fee of $70, including the modem.

  • Is Month-to-Month Payment Available?

Yes, you can sign up without a contract – but you’ll have to pay $70 up front for the connection and your modem – still a very reasonable price compared to buying a modem yourself. In fact, all plans offered by iPrimus are currently month-to-month.

  • Is the Fetch TV Box Mine to Keep?

No – you’ll need to return it if and when you cancel either your Fetch TV service or your iPrimus connection. You can optionally buy a Fetch TV box outright from major electronics retailers, and then use it with your iPrimus unlimited-data service.

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