Choosing an internet service provider
If you want to access the Internet you will need three basic items:
- a computer;
- a modem; and
- an account with an Internet Service Provider (ISP).
The ISP provides you with the service that allows your modem to connect your computer to the Internet by using the telephone lines.
Since your ISP is your link to the Internet, choosing the right one for your needs is very important to ensure good access at the lowest possible cost. See the General Tips further down the page.
The important issues to consider are:
- cost;
- performance;
- support;
- general tips; and
- how to lodge a complaint.
Cost
The Internet is not free. You must pay for an Internet account and, unless you are on Broadband, each time you connect to your ISP via a modem you will be charged the cost of the telephone call.
ISPs vary in how they charge. Some charge an hourly rate for the time you are using the Internet. Others will charge a flat monthly fee regardless of use.
In both cases, the ISP may also charge a set-up fee to cover the cost of establishing your account and providing you with any necessary software.
The ISP may also have a limit on the volume of information you can download without paying additional charges.
As charges vary considerably, you should make sure you are clear about the charges you will face before signing a service agreement.
If you don't plan to use the Internet a lot, then an hourly rate is likely to be the cheapest.
If, however, you are likely to be a heavy user then a flat monthly rate will probably suit you best.
Be very wary about signing up for a long period with any ISP, particularly if you are new to the Internet. Shorter terms mean you can change services or types of account to suit your changing needs or if you are dissatisfied with the service.
Most ISPs offer accounts for between one and three months. If you aren't on Broadband, get an account with an ISP that is in your local call area otherwise you will pay STD rates. If you live in the country this is an issue to consider.
If you travel and want to use your Internet account, you should consider a national ISP which will let you connect at local call rates wherever they have an office.
In any case, expect your telephone bill to increase once you have access to the Internet.
It is a good idea to monitor your telephone bill. If there are differences between the number of times you connect to your ISP and the number of calls you are being charged for, contact your telephone company.
You can help limit this problem by making sure your modem does not automatically redial your ISP if it cannot connect.
It is a good idea when you first start on the Internet to monitor the number of times you connect and the length of time connected so that you can keep a check on costs. This is particularly so when children have access. There are several software programs available which will do this for you automatically.
Performance
Three basic issues will affect how easily and how well you can connect to your ISP and the Internet. They are:
- the client/modem ratio of the ISP;
- the speed of the ISP's modems; and
- the capacity of the ISP's connection to the Internet.
When you dial your ISP there needs to be a modem available at the other end. If the ISP has too many clients and not enough modems, you will get a busy signal and have to redial.
This can be very annoying especially at peak-use periods in the evenings when more people want to use the net.
One modem per 10 clients or less is the preferred ratio. You should check this ratio before signing up with an ISP.
Modem speeds can vary. The most common speeds are 28.8 kbs, 33.6 kbs and 56.6 kbs (kbs stands for kilobytes per second and refers to the volume of data which can be transferred at any one time).
To maximise the use of your modem you should make sure your ISP's modems are at least as fast as yours. Your ISP's connection to the Internet will determine how fast information can be accessed. Generally, the faster the ISP's connection the better.
Support
Accessing the Internet is not without its problems. Even experienced users can run into difficulty and often problems occur at night or on weekends. You should check what client-support an ISP provides.
- Is the support free?
- Is the support available after normal business hours?
- Is the support accessible by telephone and e-mail?
You should also note that not all ISPs support both Windows and Macintosh computer operating systems. Check to make sure your computer operating system is supported.
General tips
Your Internet experience will be determined largely by how good the service is you get from your ISP. Take some time to make your choice.
Remember that nothing beats experience:
- ask friends or relatives who use the Internet for their recommendations;
- when first signing up with an ISP, don't lock yourself into a long term contract; and
- check Australian Internet and computer magazines for up-to-date information on ISPs.
Complaints
The WA Internet Industry Association offers a free arbitration process for anyone in dispute with an ISP who is a member of the Association.
Information about how to lodge a complaint can be obtained from member ISPs or over the Internet at .
If you have a complaint against an ISP you may also contact the Telecommunications Industry Ombudsman on 1800 062 058.