Most businesses now rely on their internet connection for nearly everything. Card payments, phone calls, cloud files, bookings and email all run through the same line. When that connection is slow or drops out, work stops quickly. Choosing a plan with care is one of the cheapest ways to avoid that.
This guide covers the main points to compare before you sign up. It looks at evening speed labels, upload needs, contract details and what happens in an outage. It also explains where to go if a problem is not fixed. The aim is a plan that matches how your business actually uses the internet.
Start with how your business uses the internet
Before comparing prices, list what runs on your connection during a normal day. Count the people online at once and the devices they use. Note any video meetings, internet phone calls, large file uploads or cloud backups. A café with one card terminal has very different needs to an office of ten staff on video calls.
Upload speed is easy to overlook. Most plans are sold on download speed, yet many business tasks send data out. The Australian Communications Consumer Action Network guide to small business NBN plans lists the upload speed of each plan. It points businesses that send large data files or use cloud storage to the faster tiers. If your team regularly sends design files or updates your website using one of the FTP connection modes, ask about upload speeds as well as download speeds.
Understanding evening speed labels
The Australian Competition and Consumer Commission (ACCC) has published guidance on how providers should advertise broadband speeds. It encourages providers to show the typical speed of each NBN plan during the busy evening period from 7pm to 11pm. That window is when home networks tend to be most crowded. The guidance uses four labels so plans can be compared on the same basis.
- Basic Evening Speed: under 15 Mbps, suited to browsing and email.
- Standard Evening Speed: at least 15 Mbps, suited to HD streaming and browsing.
- Standard Plus Evening Speed: at least 30 Mbps, suited to 4K video and music streaming.
- Premium Evening Speed: at least 60 Mbps, suited to 4K streaming and online gaming.
These labels describe evening use, so treat them as a rough guide for business. Many offices are busiest during the day, not between 7pm and 11pm. Still, the labels give a fair way to compare one provider with another. Ask each provider what speeds it expects during your own working hours.
The ACCC also says advertised speeds must be accurate and must not create a false impression. Providers are expected to tell customers about technical issues that limit the maximum speed of a plan. This should happen at sign up, or as soon as the provider learns of the issue. The ACCC notes that copper wiring and fixed wireless connections commonly have technical limits.
Business plans and residential plans
Many providers sell plans labelled for business. ACCAN suggests considering a higher speed tier than you would choose at home. It also notes that business grade services can be more reliable, as telcos may manage peak use better. Business plans may come with dedicated support teams and service level agreements.
A service level agreement is only useful if you read it. Check how quickly faults are meant to be repaired and what happens if that target is missed. Ask whether support is available outside office hours. These details can matter far more than a small difference in monthly price.
Staff who manage online advertising or the website need a dependable line to do that work. If you run PPC advertising, someone may need to check budgets and pause ads during the day. Slow uploads also make it tedious to add images and new posts to a business blog. Time lost waiting on a connection is time not spent on the business.
Read the Critical Information Summary
Every telco that sells phone and internet plans must provide a Critical Information Summary. The Australian Communications and Media Authority (ACMA) says it must be on the telco website for each product, service and plan. It sets out what is included, limited or excluded, along with fees and charges. It also covers the minimum contract length and explains what to do if you have a complaint.
For postpaid services, ACMA says the telco must give you a copy before you commit to a sale, though some exceptions apply. If you buy over the phone, you can ask for the summary before agreeing. ACCAN notes that telcos must also give you a one page Key Facts Sheet before you buy a business plan. Use both documents to compare early exit fees, contract length and any download limits.
Plan for outages before they happen
ACCAN points out that NBN services stop working during a power cut. That can take out an internet phone line and a card terminal at the same time. ACCAN also says to check that your security alarm service is NBN compatible. Ask your EFTPOS provider how its machine copes in an outage too. ACCAN suggests planning for backup power for this reason.
ACCAN lists a few other backup steps. Calls can be forwarded to mobiles if the main line goes down. Storing data offsite in the cloud keeps files reachable from another location during an outage. Write down who to call and what to do, so staff are not guessing when the line drops.
If you are connecting to the NBN for the first time, take care with your existing numbers. ACCAN warns that old phone and internet services will be disconnected if you do not move, and you could lose your business number. Confirm with the new telco that you can keep it. Also check that your card terminal will work on the new plan.
Getting the most from the connection inside your office
A fast plan can still feel slow if the office network is weak. ACCAN notes that connecting computers with Ethernet cables works better for multiple users than relying only on wireless. Wireless signals weaken as more people connect. Cable the desks that need it most, such as reception and anyone on frequent video calls.
Your website depends on a different connection to your office. Visitors reach your site through your hosting provider, not your office line. Staff still need a decent connection to update key business website pages and check that forms are working. Keep the two separate in your mind when you are working out where a problem sits.
What to do if the service is not as promised
Start by contacting your provider and explaining the problem clearly. Keep notes of dates, times, speeds and any reference numbers. The ACCC says providers are responsible for resolving NBN service issues on behalf of their customers. If a provider finds a speed limit after you sign up, the ACCC says it should tell you and offer an appropriate solution.
If the issue is not resolved, you can contact the Telecommunications Industry Ombudsman (TIO). The TIO is an independent dispute resolution service and is free for customers. It helps small business and residential customers with phone and internet complaints. The ACCC itself does not resolve individual disputes.
Frequently asked questions
Do I need a business plan or will a home plan do?
A home plan may suit a very small business with light use. ACCAN notes that business grade services can be more reliable and may include dedicated support. Compare the service level agreement and fault support, not just the price. Choose the plan that keeps you trading if something goes wrong.
What do the evening speed labels mean?
They describe the typical download speed of a plan between 7pm and 11pm. The ACCC guidance uses four labels, from Basic to Premium Evening Speed. They help you compare plans across providers. Ask separately about speeds during your business hours.
Where can I find the contract terms for a plan?
Look for the Critical Information Summary on the telco website. ACMA requires one for each product, service and plan. It lists fees, the minimum contract length and what is included or excluded. Read it before you commit.
Who can help if my provider will not fix a fault?
Raise the problem with your provider first and keep records. If it stays unresolved, the Telecommunications Industry Ombudsman handles phone and internet disputes. The service is free and independent. It accepts complaints from small businesses as well as households.