The Best Internet Provider In My Area – Update: This report uses data collected in 2020. If you want more up-to-date information, check out our latest customer satisfaction survey.
When you’re shopping for a new internet plan, one of the best ways to find out which provider is right for you is to ask current customers what they think of their services. We do it regularly so you don’t have to. You can also check out our 2018 survey to compare the results.
The Best Internet Provider In My Area
To find the best ISPs of 2020 for customer satisfaction, we surveyed over 2,800 U.S. Internet users to find out which Internet Service Providers (ISPs) have the happiest customers. Overall, EarthLink customers are the most satisfied with their internet service, but Verizon and Optimum customers aren’t too mad either.
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Jump to: Best overall | Speed | Installation and configuration | Reliability | Settlements | Technical support | Customer service | Program | Equipment | Methodology | Are you satisfied with your internet service?
In our survey, we asked customers to rate their satisfaction with their ISPs in eight different categories from 1 to 5. These total scores are the average of the scores in each category.
This is the first time this appears in our EarthLink customer satisfaction survey and the ISP crushed it. Customers rated it higher than all other providers in six of our eight categories – EarthLink ranked third for both speed and reliability.
There are several reasons why customers are particularly pleased with EarthLink’s online service. First, ISPs do not offer “teaser” rates at the beginning of the contract, only to increase prices later. EarthLink has no data limit.
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The interesting thing about this result is that EarthLink has made a lot of changes to its online services. It offers everything from phone calls to fiber-optic internet connections, and plans and prices vary depending on the US partner company.
EarthLink’s ratings for installation and configuration, billing, technical support and customer service significantly outperform the competition. These fields will be standardized across EarthLink, regardless of service type or region. So while it doesn’t receive top marks for important factors like speed and reliability, EarthLink ranks first for customer service and communication.
Speed has historically been Xfinity’s top category in our surveys. Since our last report, Xfinity customer satisfaction has increased: 4.21 in 2020 compared to 4.18 in 2018. As a widespread cable Internet provider, Xfinity is often the only high-speed Internet option in the area (as is the case with this writer) .
Another thing in Xfinity’s favor is that since our last customer satisfaction survey, it has held off users’ Internet access during peak hours, which may partially explain its higher rating this year.
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Overall, the speed category has the highest average customer satisfaction, which is the same as in our 2018 study (3.99 out of 5). But while the average has remained the same, many ISPs have moved on. For example, 2018 pioneers Optimum and RCN lost some positions.
This is a comparison of customer satisfaction with Internet speed, not Internet speed. If you want to know which ISPs are generating confusion, check out our guide to the fastest ISPs.
Installation and configuration meetings often provide a first look at how an ISP treats its customers. EarthLink has several things that set it apart from other providers in the eyes of customers. First, EarthLink’s standard installation fee is only $79.95. Many other providers, including Mediacom, Verizon, AT&T and Xfinity, charge as much as $99 for the same thing.
Other factors that may impact your installation and installation satisfaction include the waiting time for your appointment, the window of time in which the technician must arrive (shorter is better), and the fees associated with the actual appointment and visit. . You may also want to consider whether the company allows you to do the installation yourself. Many vendors offer a DIY installation option, but EarthLink requires professional installation.
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Verizon Home Internet ranked first in customer satisfaction with internet reliability, but that’s unlikely. Optimum and EarthLink are very close to each other, with the difference between each of the top three being just 0.01.
The reliability of your internet can impact your experience with almost all other aspects of the service. Why do you need high speed if you’re in the middle of a rush? Even the friendliest customer service call can do little to alleviate the frustration of feeling like you can’t get the service you paid for if your ISP’s network goes down.
Fortunately, customers are quite satisfied with the reliability of their Internet. The average of the reliability category is the second highest in this report and amounts to 3.91. A full third of ISPs here have over four. This is impressive and an increase over the category average of 3.86 in the 2018 study.
Nobody likes paying bills, which of course may contribute to the lowest average customer satisfaction score in this category (3.39 out of 5). It also had the lowest average in our 2018 study.
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EarthLink again scored high in this category, likely due to its no “teaser” bidding policy. EarthLink’s lack of data caps (and therefore excessive loads) may also contribute to this situation. Overall, this reflects the fact that most EarthLink customers feel they are getting their money’s worth.
On the other end of the spectrum, Mediacom has data caps and a pretty dramatic price increase after the first year. Maybe that’s why customers are less satisfied, even though Mediacom’s starting prices are lower than EarthLink’s for similar speeds.
Technical issues can cause interruptions in internet service and a lot of frustration. If the solution is not to turn your modem off and on again, you want your ISP’s technical support to be able to quickly resolve your issue.
EarthLink customers are satisfied with their provider’s technical support, although it is only available from 9:00 a.m. to 6:00 p.m. every day. There is quite a big difference between it and the next highest rated provider. EarthLink has 4.01 and Verizon has 3.89, a difference of 0.12. This is important because the largest difference in the next eight points is 0.04.
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This shows that EarthLink customers are not only the most satisfied with the technical support of ISPs, but they are also more satisfied than customers of other Internet companies.
Two of the leading customer service providers, EarthLink and Verizon Home Internet, do not offer 24/7 telephone customer service. EarthLink is available for support from 9:00 a.m. to 6:00 p.m. Every day and you can call Verizon Monday through Saturday from 8 a.m. to 7 p.m. and 8 a.m. to 5 p.m. on Sunday. But both have online and chat options outside of these time frames.
In addition to customer service, resources such as online help articles and interaction during phone calls and meetings also influence customer satisfaction with customer service.
People don’t like the management software offered by their ISP. In fact, mobile app satisfaction ranked as the second-lowest average score in our survey.
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Although the MyEarthLink app for iOS and Android has fairly low reviews overall, EarthLink once again takes the top spot.
At the time of writing, the Mediacom Connect app has a higher star rating than MyEarthLink in both the App Store and Google Play. However, that didn’t keep it from last place in this category – even though Sparklight doesn’t even ha
ve a mobile app for consumers.
Most ISPs allow customers to rent home networking equipment (gateway or modem) or purchase their own. We’re curious, but considering the rest of the survey, it’s no surprise that EarthLink ended up in this category because it requires many of its customers to rent equipment.
This is an issue that has caused some frustration with other companies that have similar policies, such as Frontier fiber internet services. But EarthLink eliminates this. This may be partly due to lower than average rents. Renting a modem from EarthLink costs just $6.95 per month compared to $15 per month from other ISPs.
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We surveyed over 2,800 people in the United States – 100 to 200 customers for each ISP on the list – and asked them to rate their satisfaction with their internet services. The study consisted of eight categories which we asked participants to rate on a five-point scale, one meaning I DISAGREE and five meaning I strongly agree.
We averaged the results and tabulated them here to show how satisfied online customers are with different ISPs.
Please note that these results reflect anecdotal evidence and not verified results. For example, a brand with a higher customer satisfaction score for Internet speeds may not indicate faster speeds than a brand with a lower score – this depends more on how well the ISP’s speeds meet customer expectations. Because results are averaged, your experience with any of these providers may vary.
Please note that there are thousands of ISPs in the US and not all are included in this report. Accuracy is important
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