iPrimus Broadband: Comprehensive Guide to the internet provider


Summary

Our Verdict

iPrimus Broadband


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

 
Overall 81%
Plans
Extras
Value

Review was updated on 22 July 2020

The name iPrimus might seem relatively new, so it might come as a surprise to learn that the company recently celebrated their 23rd birthday. Through a combination of investment in networks and nodes, forward-thinking and offering a wide variety of plans that suit almost every user, iPrimus has emerged as 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 leading lights.  

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. It might seem odd to say so, but after Telstra and Optus, iPrimus is the third-oldest telco on the Aussie landscape. This is ideal for customers as they still have their eagerness to please but they place it alongside a level of experience and understanding that few can match.

In this Review

What Makes iPrimus Broadband Unique?

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. Crucial in their growth was their desire to think over the horizon. 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 – all without the cost of renting exchange capacity from Telstra. Given that most providers still rented some or all of their capacity, 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.

Key iPrimus Features

  • NBN plans from NBN25 to NBN100 speeds
  • Offers 250GB and unlimited data plans
  • Choose between 12-month contract & month-to-month
  • No setup fee & free modem on 12-month plans
  • Offers an entertainment bundle with Fetch TV

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 three speed tier choices – NBN 25, NBN50, and NBN 100; and two data limits – 250GB and unlimited. Customers have the option to go month-to-month or lock in for 12 months. They’re also fond of a special deal or two, so be sure to keep an eye on their seasonal offerings in order to pick up something special.

250GB Plan

iPrimus Broadband’s entry-level plan for NBN comes with a 250GB data limit. It’s only really suitable for light internet users though if you don’t do much video streaming it should be more than fine, and is well priced. If you’re game on gaming or keen to stream, then go unlimited.

Choosing one of the NBN plans on a 12-month contract keeps things nice and simple. You won’t need to shell out for an upfront fee for the plans, and iPrimus includes a free wi-fi modem/router so you can get up and running without having to own or buy additional hardware (there is, though, a $15 shipping charge for the modem/router – still a lot cheaper than buying your own!) The no lock-in contract option, meanwhile, comes in very handy if it’s flexibility you’re after, but that’ll mean $99 in upfront costs for setup and modem.

250GB Plans

250GB nbn100 Month to Month
  • $5/mth off for 12 months
  • No Lock-in Contract
  • Up to 80Mbps Premium Evening
  • 250GB Data
  • NBN 100™ Fixed Line
  • Landline w/ pay as you go calls
  • 82Mbps average sampled evening speed
$80/mth
w/ $5/mth discount
Min Cost - $194 over 1 month ($99 setup & modem + $15 P&H included)

250GB nbn50 12 Months
  • 12 Month Contract
  • Up to 40Mbps Standard Plus Evening
  • 250GB Data
  • NBN 50™ Fixed Line
  • Setup fee included + modem
  • Landline w/ pay as you go calls
$70/mth
Min Cost - $855 over 12 months ($15 P&H included)

250GB nbn25 12 Months
  • 12 Month Contract
  • Up to 20Mbps Standard Evening
  • 250GB Data
  • NBN 25™ Fixed Line
  • Setup fee included + modem
  • Landline w/ pay as you go calls
$65/mth
Min Cost - $795 over 12 months ($15 P&H included)

250GB nbn50 Month to Month
  • No Lock-in Contract
  • Up to 40Mbps Standard Plus Evening
  • 250GB Data
  • NBN 50™ Fixed Line
  • Landline w/ pay as you go calls
  • 41Mbps average sampled evening speed
$70/mth
Min Cost - $184 over 1 month ($99 setup & modem + $15 P&H included)

250GB nbn100 12 Months
  • $5/mth off for 12 months
  • 12 Month Contract
  • Up to 80Mbps Premium Evening
  • 250GB Data
  • NBN 100™ Fixed Line
  • Setup fee included + modem
  • Landline w/ pay as you go calls
$80/mth
w/ $5/mth discount
Min Cost - $975 over 12 months ($15 P&H included)

250GB nbn25 Month to Month
  • No Lock-in Contract
  • Up to 20Mbps Standard Evening
  • 250GB Data
  • NBN 25™ Fixed Line
  • Landline w/ pay as you go calls
  • 20Mbps average sampled evening speed
$65/mth
Min Cost - $179 over 1 month ($99 setup & modem + $15 P&H included)

Last audited 4 August 2020

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 20Mbps typical evening speed, the NBN50 plan is quoted as having a 41Mbps average sampled evening speed while the NBN100 plan (not available on FTTN connections) quotes 82 Mbps typical evening speed. The deal includes line rental, with pay-as-you-go calls.

Again, these plans are available on a 12-month or a month-to-month contract, but only the former can be connected with no setup fee, and a free wi-fi modem/router is provided. There’s a $15 postage and handling fee for the modem, but it’s yours to keep.

Unlimited Plans

Unlimited Data nbn100 Month to Month
  • $5/mth off for 12 months
  • No Lock-in Contract
  • Up to 80Mbps Premium Evening
  • Unlimited Data
  • NBN 100™ Fixed Line
  • Landline w/ pay as you go calls
  • Add Fetch from $10/mth with 1 free channel pack
$85/mth
w/ $5/mth discount
Min Cost - $199 over 1 month ($99 setup & modem + $15 P&H included)

Unlimited Data nbn100 12 Months
  • $5/mth off for 12 months
  • 12 Month Contract
  • Up to 80Mbps Premium Evening
  • Unlimited Data
  • NBN 100™ Fixed Line
  • Landline w/ pay as you go calls
  • Add Fetch from $10/mth with 1 free channel pack
$85/mth
w/ $5/mth discount
Min Cost - $1035 over 12 months ($15 P&H included)

Unlimited Data nbn50 Month to Month
  • No Lock-in Contract
  • Up to 40Mbps Standard Plus Evening
  • Unlimited Data
  • NBN 50™ Fixed Line
  • Landline w/ pay as you go calls
  • Add Fetch from $10/mth with 1 free channel pack
$75/mth
Min Cost - $189 over 1 month ($99 setup & modem + $15 P&H included)

Unlimited Data nbn50 12 Months
  • 12 Month Contract
  • Up to 40Mbps Standard Plus Evening
  • Unlimited Data
  • NBN 50™ Fixed Line
  • Landline w/ pay as you go calls
  • Add Fetch from $10/mth with 1 free channel pack
$75/mth
Min Cost - $915 over 12 months ($15 P&H included)

Unlimited Data nbn25 Month to Month
  • No Lock-in Contract
  • Up to 20Mbps Standard Evening
  • Unlimited Data
  • NBN 25™ Fixed Line
  • Landline w/ pay as you go calls
  • 20Mbps average sampled evening speed
$70/mth
Min Cost - $184 over 1 month ($99 setup & modem + $15 P&H included)

Unlimited Data nbn25 12 Months
  • 12 Month Contract
  • Up to 20Mbps Standard Evening
  • Unlimited Data
  • NBN 25™ Fixed Line
  • Landline w/ pay as you go calls
  • Add Fetch from $10/mth with 1 free channel pack
$70/mth
Min Cost - $855 over 12 months ($15 P&H included)

Last audited 4 August 2020

Entertainment plans (Unlimited NBN only)

Are you not entertained? If not, then iPrimus has something for you (and if yes, you might not be as entertained as you can be… so read on). iPrimus offers entertainment options on the two NBN unlimited plans from above, with both 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. As it uses a steady stream of broadband data, the option to add Fetch TV is not available on the 250GB plan.

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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 6 pm Monday to Friday, while technical support is 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, or if mum’s speech is really taking a while – 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
  • No setup fee and free Wi-Fi modem on 12-month plans

The Gotchas

  • There are upfront costs for month-to-month plans
  • Fetch TV not available on cheapest plan

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 gradually established an extensive network, which has only increased since the acquisition by Vocus. They get a rating of 81 per cent from us, while ranks them highly among their competitors. Their bundles are where it’s at, while the addition of Fetch TV means that on the whole, you’ll be getting plenty of entertainment with the one deal. While we still think the 250GB limit is a tad too low, if you’re a light internet user it might be the ideal one for you.

Frequently Asked Questions 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 phone 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. Customer service is available from 9am to 6pm Monday to Friday; sales enquiries from 8am to 10pm weekdays and 9am to 9pm on weekends, and technical support is available from 8am to 11pm, seven days a week.


  • How Do I Cancel My iPrimus Account?

If you’ve decided to switch to another provider and need to cancel your account, call 1300 85 85 85 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 iPrimus’ 250GB plan more than enough. However 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 is available only on some connections 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.


  • Is Month-to-Month Payment Available?

Yes, you can sign up without a contract – but you’ll have to pay $99 up front for the connection and your modem – still a very reasonable price compared to buying a modem yourself.


  • 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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