What Company Has The Best Internet
What Company Has The Best Internet – Update: This report uses data collected in 2020. If you want more up-to-date information, check out our latest customer satisfaction survey.
When shopping for a new internet plan, one of the best ways to determine which provider is right for you is to ask existing customers how they feel about their service. We do this all the time so you don’t have to. You can also view our 2018 survey to compare results.
What Company Has The Best Internet
To find the 2020 Best Internet Provider in Customer Satisfaction, we surveyed more than 2,800 Internet users across the United States to find out which Internet Service Provider (ISP) has the happiest customers. Overall, PasiLink customers are the most satisfied with their Internet service, but Verizon and Optimum customers aren’t as crazy.
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Go to: Best of All | Speed installation and setup | Confidence | Billing | Tech Support | Customer Service | App | Equipment | Process | Are you satisfied with your internet service?
Our survey asked consumers to rate their satisfaction with their ISP on a scale of one to five on eight different categories. This total score is the average of the scores in each category.
Earthlink appeared for the first time in our customer satisfaction survey and was crushed by ISPs. Users said it outperformed all other providers in six of our eight categories—EarthLink ranked third for speed and reliability.
There are some reasons why customers are more satisfied with Earthlink internet service. For one thing, ISPs don’t have a “teaser” rate at the beginning of your contract, only to raise prices later. And Earthlink has no data caps.
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One interesting thing about these results is that EarthLink’s Internet services are quite diverse. It offers everything from dial-up to fiber Internet connections, and its plans and prices vary depending on the companies it partners with in the US.
PasiLink’s standards for installation and setup, billing, tech support and customer service far exceed the competition. And all these areas will be fixed on Earthlink, regardless of service type or region. So while it didn’t score top marks in important things like speed and reliability, Earthlink scored top marks for quality and customer interaction.
Speed has always been Xfinity’s best feature in our review. And Xfinity customer satisfaction has increased since our last report: 4.18 in 2018 vs. 4.21 in 2020. As a comprehensive cable internet provider, Xfinity is the only option for high-speed internet in the area (as this writer had).
Another point in Xfinity’s favor is that it has turned off internet for its customers since our last customer satisfaction survey, which is probably why it’s so high this year.
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Overall, the speed department has the highest average customer satisfaction and is similar to our 2018 survey (3.99 out of 5). But while the average is the same, many ISPs have changed positions. For example, 2018 leaders Optimum and RCN lost some ground.
This is a comparison of customer satisfaction with their internet speed, not internet speed. If you want to know which internet providers bring the heat, check out our guide to fast internet providers.
Installation and setup is often your first look at how your ISP treats its customers. And EarthLink gets a few goodies that put it ahead of other providers in the eyes of its customers. For one, EarthLink’s standard installation fee is just $79.95. Many other providers — including Mediacom, Verizon, AT&T, and Xfinity — charge up to $99 for the same item.
Other factors that can affect someone’s satisfaction with installation and setup include how long they have to wait to be seen, how long it takes for a technician to arrive (shorter windows are better), the actual installation, and fees associated with the visit. You may want to consider whether the company will allow you to DIY your installation. Most providers have a do-it-yourself installation option, but Earthlink requires professional installation.
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Verizon Home Internet takes the top spot for Internet customer satisfaction, but it’s a close call. Optimum and EarthLink each trail by just 0.01 in the top three.
The reliability of your Internet connection can affect how you feel about the rest of the service. What’s the point of running fast if you’re in the middle of a blackout? Even a friendly customer service call can’t do anything to ease the frustration of not getting the service you’re paying for when your ISP’s network goes down.
Fortunately, consumers are satisfied with their internet reliability. The report ranks second overall with an average trust score of 3.91. A full third of ISPs are in the top four here. That’s impressive and an improvement on our 2018 survey average of 3.86 percent.
Nobody likes paying bills, of course, which is probably why the category has the lowest average customer satisfaction (3.39 out of 5). It also had the lowest average in our 2018 survey.
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Earthlink also scored highly in this category, possibly due to its policy of not doing “teaser” ratings. EarthLink’s lack of data caps (and therefore long-term charges) may also play a role. Overall, this shows that many Passilink customers feel they get their money’s worth.
On the other side of the spectrum, Mediacom has data caps and some surprising price increases after the first year. This may be one reason why customers are not satisfied even though Mediacom’s initial prices are lower than EarthLink’s prices for the same speed.
Technical problems can cause internet service interruptions and great frustration. If turning your modem off and on is not the answer, you will need the help of your technology provider to resolve your issue as soon as possible.
Customers of PasiLink are satisfied with the technology provider’s support, even though it is only available from 9:00 am onwards. to 6.00 pm daily. There is a big gap between them and the next highest rated provider. Earthlink has 4.01 and Verizon has 3.89 for a difference of 0.12. This is important because the maximum difference between the next eight units is 0.04.
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This shows that not only are PasiLink’s customers more satisfied with ISPs technical support, but they are more satisfied than customers of other Internet companies.
The two top-tier customer service providers—EarthLink and Verizon Home Internet—don’t have close to 24/7 customer service hours. EarthLink is open for support from 9:00 a.m. to 6:00 p.m. daily, and you can call Verizon from 8:00 a.m. to 7:00 p.m., Monday through Saturday and 8:00 a.m. to 5.00 pm on Sundays but outside these hours both online and chat options are available.
In addition to being able to reach customer service, resources such as online support articles and interactions during calls and appointments also contribute to customer satisfaction and customer service.
People don’t like their ISP’s management apps. In fact, mobile phone satisfaction received the second lowest average score in our survey.
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The MyEarthLink app for iOS and Android has lower overall reviews, but EarthLink also ranks highly.
At the time of writing the Mediacom Connect app has a higher star rating than MyEarthLink in both the App Store and Google Play Store. But it couldn’t survive in this segment — even though SparkLight doesn’t even have a mobile phone for residential customers.
Most Internet service providers offer customers the option of leasing or purchasing home network equipment (gateways or modems). Given some of the survey results, we find it interesting – but not surprising – that Earthlink tops this segment because most of its customers want to rent equipment.
It’s a pain point that has caused confusion among other companies with similar policies — such as Frontier’s Fiber Internet Services. But Earthlink cancels. Part of this may be due to lower-than-average rental income. Renting a modem from EarthLink costs just $6,900 a month, compared to $15 from other Internet providers.
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We surveyed more than 2,800 people across the United States – between 100 and 200 customers for each Internet provider – and asked them to rate their satisfaction with their Internet service. The survey consisted of eight items that we asked to rate on a five-point scale, with one meaning not satisfied and five meaning very satisfied.
We have compared the scores and compiled them here to show you the satisfaction of Internet users with different ISPs.
Note that these scores reflect empirical evidence, not practical testing. For example, a high customer satisfaction score for Internet speed may not indicate a speed that outperforms a model with a lower score. And since scores are averages, your personal experience with any of these providers may vary.
Please note that there are thousands of Internet users across the United States and not all are represented in this report. Accuracy is key.
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