How satisfied are you with your internet service installation and setup? Note: To bring you the most helpful information possible, we separated the satellite internet providers from the other internet providers. Since our survey focused on the customer experience, we wanted to reflect that distinction accurately.
Our survey asked customers to rate their satisfaction with their ISPs in five different categories on a scale of one to five. While a few customers gave their providers scores of one or two in a given category, the average scores were much higher. No ISP scored lower than 3. Clearly, customers like RCN. Along with being the highest-ranked overall, it also came out as the highest-ranked provider in three individual categories: installation and setup; monthly bill; and tech support and customer service.
This smaller service area likely helps RCN maintain more consistent service quality, especially compared to ISPs whose service areas stretch across more than a dozen states. View Plans for RCN. Speed was the most competitive category in our survey: half of the ISPs on the survey earned scores over four out of five stars. The difference in scores between these top three providers was a total of just 0. You may notice that the top three providers in the speed category are cable companies.
While this speaks well for these companies, you should remember that this survey is about customer satisfaction—not necessarily performance. Just because these companies may have had the highest customer satisfaction scores for speed does not mean that they provide the fastest internet speeds available.
It just means that, for one reason or another, customers are more satisfied with the speeds they received from cable. DSL internet is often slower than other types of internet, including cable, so customers hoping for fiber-optic internet service who end up with DSL service will likely feel less satisfied with their internet speed, which would affect the overall speed score for fiber-optic providers. Internet providers and the speeds they offer will vary greatly from place to place, so it really comes down to what you can expect where you live.
To see internet providers and the speeds they offer in your area, enter your zip code below. While the internet speed category saw the highest customer satisfaction scores in this survey, the monthly bill category saw the lowest, although the scores still came out higher on average than they have in the past.
RCN snagged the top spot in monthly bill with a score of 3. The highest score for monthly billing in our last customer satisfaction survey was just 3. Considering that no one likes paying bills, these scores and the greater satisfaction they indicate show a positive trend in the financial relationship between ISPs and their customers.
View Plans for Windstream. Tied with a score of 4. Forcing customers who may prefer self-installation to have professional installation may have caused these customers to give Cable One lower scores.
Overall, the installation and setup category was highly competitive. The top five providers all scored over four stars and were separated by a total of only 0. Even the lowest score in this category was still a very respectable 3. In our last survey, only two providers scored over four stars, and the lowest score was 3. This shows ISPs have improved at satisfying their customers when it comes to installing equipment on time and setting it up correctly.
View Plans. View Plans for Spectrum. And, according to our survey, if you want reliable internet, go with Optimum. The reliability category saw the widest gap between the top provider, Optimum, at 4. Your cookie preferences. To learn how to clear your previous Hyperoptic cookies, click here Essential. Accept all cookies Save. My Account. My account. Latest reviews.
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More than 4, broadband provider customers took part in our latest survey, and one provider did substantially better than the rest.
Its name may surprise you, but it offers both speedy connections and strong customer service. It's also good value, so signing up for one of its packages won't break the bank. You can use our research to discover:. Only logged-in Which?
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