It's not every pensioner who's prepared to go naked online but Tanya Wilde has leapt into the deep end of the internet.

Wilde, a 66-year-old Queenslander, isn't really as bacchanalian as her name might imply. In fact, "naked" is a techie's term for a broadband connection that eliminates the need for a conventional telephone. For Wilde, a move away from dial-up web access offered a chance to save money.

"It was just costing more and more and more," she says of her previous account with Telstra.

"Especially as you're getting older and you don't have the finances and you don't have the income coming, you have to save every penny."

She's now saving $30 to $40 a month through another internet service provider (ISP), iiNet, but it took considerable research before she felt confident about which broadband deal would suit her.

About 80 per cent of people have access to high-speed internet access, either through work, home or school, and about 70 per cent of households have it. But the market is saturated with companies promising a range of speeds, upload limits, download limits, set-up fees and options for bundling internet and telephone services.

Elise Davidson, spokeswoman for the consumer advocacy group Choice, says broadband contracts are notoriously difficult to compare.

"Choice calls it a confuse-opoly," Davidson says.

Because the industry is changing rapidly, she urges people to favour short contracts - month to month, for example - or if possible, avoid ongoing commitments with an ISP altogether.

"It gives you greater flexibility to vote with your feet if you're finding the service isn't what was promised, or is expensive or slow or whatever the case may be," Davidson says.

"If you've been with someone for two years and your contract has run out, Choice would strongly recommend you see what else is on offer because speeds are changing, data allowances are changing, costs are changing."

Davidson also warns consumers to consider issues such as download limits when assessing internet providers. Broadband plans typically include a maximum allowance to cover the web pages, emails and images you view or send. These limits, measured in gigabytes, may look enormous but can easily be exceeded.

Contractual small print often distinguishes between "peak" and "off-peak" periods. Use too much of your allowance in the peak period and you'll be penalised - either by slower speeds or increased charges - so make certain you know how each part is defined.

Broadband customers often find their internet use increases because the faster speeds make it more enjoyable but Paul Budde, a long-time internet consultant, says consumers can still employ their dial-up use as a gauge.

He says the main criterion people should consider when selecting a broadband plan is their budget.

For newcomers, this can be particularly difficult but Budde says a monthly cost of $39 to $49 is enough for most people.

Think about what kind of user you are before you speak to a salesperson, Budde says. Are you a light user (a few emails and the occasional picture), a medium user (lots of emails, frequent sender of pictures) or a heavy user (lots of video and online gaming)?

"Don't get sucked into all these beautiful stories that they tell you at the stores," Budde says.

He says people should stick to plans that reduce or "shape" access speeds once the data allowance is exceeded. Without this, you face extra charges for additional downloads and you could encounter a substantial, unexpected bill.

Setting up a broadband system is not astrophysics but many newcomers need help initially. For this reason, Budde says consumers should narrow their search to three companies and then phone the support desk of each to see how long it takes to reach a human.

Phillip Money, a spokesman for the Telecommunications Industry Ombudsman, says complaints about customer service have soared in the past 12 months.

One cause has been ISPs that change their pricing after customers sign up for broadband.

Money confirms that businesses can modify contract conditions but if they do so, consumers have a right to end the contract without penalty.

Some - but not all - contracts have a cooling-off period and Money suggests, as a reminder, reading any agreement before signing it. He warns that peer-to-peer sharing services such as music file swapping can sting users when the online activities of others count against your bandwidth limits.

To compare broadband plans, see whistleout.com and bc.whirlpool.net.au.

Glossary

ADSL A connection that works even when your telephone is in use. ADSL2+ is very quick and transfers data as fast as your phone line permits, up to 24,000kbps.

Bundling The practice of combining telephone and internet services.

Modem and router Hardware for connecting to the internet. Some companies provide these.

Naked DSL Involves eliminating your conventional telephone and using a wireless or cable internet connection for phone calls.

Peak/off peak As with electricity bills, download limits can be charged according to when you use the service.

Shaping Most plans limit how much you can send or receive. If you exceed the limit, your connection speed is reduced. Otherwise you pay extra.

VoIP Voice-over internet protocol. Lets you make phone calls using your internet service and it can reduce call costs.

Wireless Your internet connection can be transmitted as a wireless signal. Lets you take a laptop around your home (and sometimes further) without severing your connection.