Which Phone Company Has The Best Internet – Update: This report uses data collected in 2020. For more information, check out our customer satisfaction survey.
When looking for a new web design, one of the best ways to find the provider that’s right for you is to ask existing clients what they think of their service. We do it regularly so you don’t have to. You can take a look at our 2018 survey and compare the results.
Which Phone Company Has The Best Internet
To find the best ISPs for 2020 in terms of customer satisfaction, we surveyed more than 2,800 US Internet users to find out which Internet Service Provider (ISP) makes the happiest purchases. In general, EarthLink customers are very happy with their Internet service, but Verizon and Optimum customers aren’t mad.
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Go to: Best | Speed | Installation and Configuration | Correct | Related | Technical Support | service provider | Application | Equipment | Process | Are you satisfied with your internet services?
Our survey asked customers to rate their satisfaction with their ISP in eight different categories on a scale of one to five. These total scores are the averages of the scores in each category.
This is the first time EarthLink has appeared in our customer satisfaction survey and the ISP is down. Customers ranked above all other providers in six of our eight categories, with EarthLink ranking third for speed and reliability.
There are several reasons why customers are so happy with EarthLink’s online service. First, ISPs don’t have “trial” fees at the beginning of your contract, but increase prices later. And EarthLink has no data limits.
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One interesting thing about this solution is that EarthLink has many variations in its online services. It offers everything from cellular to fiber internet, and its plans and prices vary in the US depending on the partner companies.
EarthLink scores higher than the competition in installation and configuration, billing, technical support and customer service. And these locations will be recorded by EarthLink regardless of service type or region. So while it didn’t get top marks for important things like speed and reliability, EarthLink took first place thanks to high scores for maintenance and communication with its customers.
Speed is Xfinity’s best feature in our research. And Xfinity customer satisfaction has increased since our last report: 4.18 in 2018 vs. 4.21 in 2020. As a major mobile internet provider, Xfinity is the only option for fast internet in the community (as it is for this author). .
Another thing to note in Xfinity’s favor is that it has stopped throttling its users’ internet during peak times from our customer satisfaction survey, which was voted highest this year.
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Overall, the speed department has the highest customer satisfaction rating and is at the same average as in our 2018 survey (3.99 out of 5). But while the average has remained the same, many ISPs have changed locations. For example, 2018 frontrunners Optimum and RCN have lost ground.
This is a comparison of customer satisfaction with the speed of their internet, not with the speed of the internet itself. If you want to know which internet providers are bringing the heat, check out our guide to the fastest internet providers.
Setup and configuration are your first impressions of how your ISP interacts with its customers. And EarthLink has several advantages that set it apart from other providers in the eyes of its customers. For one, EarthLink’s standard setup fee is only $79.95. Many other providers — including Mediacom, Verizon, AT&T and Xfinity — charge $99 for the same thing.
Other factors that can affect someone’s satisfaction with an appointment and appointment include how long they have to wait for an appointment, how long it takes for the appointment to show up, the technician (shorter windows are better), the actual selection, and fees associated with the visit. . You may also consider whether the company allows you to do the installation yourself. Many providers have a custom installation option, but EarthLink prefers professional installation.
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Verizon Home Internet took the top spot for customer satisfaction with Internet reliability, but it’s close. Optimum and EarthLink are close behind with only a 0.01 difference between each of the three drivers.
The reliability of your website can affect your perception of all aspects of the service. What good are high speeds when you’re in the middle of a blackout? Even the best hosting company can do little to alleviate the frustration of feeling like you’re not getting the service you’re paying for when your ISP’s network is down.
Fortunately, customers are happy with the reliability of their websites. The average trust category is the second highest overall in this report at 3.91. A full third of the top four ISPs are here. That’s impressive and an improvement over the 3.86 average from our 2018 survey.
Nobody likes paying bills, of course this can change the fact that this category has a very low rating (3.39 out of 5). It has the lowest average in our 2018 survey.
High Speed Internet And Voice
EarthLink again scores the highest in this category, perhaps due to its policy of not having a “demonstration” fee. EarthLink’s lack of data caps (and therefore overage fees) could work in the company’s favor. Overall, this shows that most EarthLink customers feel they are getting their money’s worth.
At the other end of the spectrum, Mediacom has data caps and some good price increases after the first year. This may be why customers are not satisfied, as Mediacom’s initial prices are lower than EarthLink’s for the same speeds.
Technical issues can disrupt internet services and cause a lot of frustration. If deactivating the modem is not the solution, you need the technical support of your provider to solve your problem quickly.
EarthLink customers are satisfied with their provider’s technical support, which is available from 9:00 a.m. to 6:00 p.m. daily. There is a huge gap between him and another top supplier. EarthLink has a 4.01 and Verizon has a 3.89 with a difference of 0.12. It is very important to note that the largest gap in the next eight digits is 0.04.
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This shows that EarthLink customers are not only the most satisfied with ISP technical support, but that they are more satisfied than customers of other Internet companies.
The top two customer service providers – EarthLink and Verizon Home Internet – do not have 24/7 phone service. EarthLink is open for support from 9:00 a.m. until 18:00. each day and you can call Verizon between 8:00 A.M. Sunday. But they have online and chat options outside of these times.
In addition to the availability of customer service, another factor in customer satisfaction, including customer service, are resources such as online support articles and connections during phone calls and meetings.
People don’t like their ISP’s control software. In fact, satisfaction with mobile apps had the second lowest average score in our survey.
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EarthLink comes out on top again, while the MyEarthLink app for iOS and Android has some great ideas.
At the time of writing, Mediacom Connect has a higher star rating than MyEarthLink on the App Store and Google Play. However, this did not save it from last place in the segment – because Sparklight does not have a mobile application for residential customers.
Most Internet service providers offer customers the option of renting home Internet equipment (gateway or modem) or purchasing their own. We find it interesting—but not surprising given the rest of the survey results—that EarthLink came out on top in this segment because it requires customers to rent equipment.
It’s a pain point that has prompted other companies to adopt similar policies — such as Frontier’s fiber network services. But EarthLink did it. This is partly due to its lower than average rent. Renting a modem from EarthLink costs just $6.95, compared to $15 per month from other ISPs.
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We surveyed more than 2,800 people across the United States—100 to 200 customers for each of the Internet providers listed—and asked them to rate their satisfaction with their Internet service. The survey consisted of eight sections that we asked people to rate on a scale of five, one being “dissatisfied” and “five being strong”. It’s really cool.
We’ve averaged the numbers and compiled them here to show you how satisfied internet customers are with different internet service providers.
Note that these numbers represent anecdotal evidence, the practice has not been tested. For example, a customer’s Internet speed rating may not be as good as a weak signal—it’s more about the ISP’s speed performance according to customer expectations. And depending on the average score, your personal experience with some of these providers may vary.
Please note that there are thousands of ISPs in the US and not all of them are represented in this report. Accuracy is important
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