Who Has The Best Internet Connection - Every year, we survey thousands of internet customers to find out which providers are doing the best. We focus on overall satisfaction and the four main areas that have the greatest impact on customers: speed, price, reliability and customer service.
For the third consecutive year, EarthLink is the best internet provider among national brands. But competition is strong this year with many stable providers.
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Xfinity and Spectrum received the highest speed rating, which is a big win-win for cable internet after last year's survey. Verizon dominates the reliability category, as Verizon customers report fewer outages and outages than any other national ISP.
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Perhaps the biggest winner this year is Google Fiber, which received excellent ratings in every category, and came out on top among local providers.
For 2022, we have expanded our report to include survey results for 21 of the country's internet service providers (ISPs). To give the most accurate comparison of these providers, we divide them into two categories: national providers and regional providers.
The national providers include the largest ISPs in the United States in terms of geographic area and internet subscribers. The local provider sector also includes some big names, such as Google Fiber and T-Mobile, but local providers either do not have enough residential internet coverage or enough home internet customers to match ISPs big ones like Xfinity or AT&T.
Go to: Best overall | Speed | Price | Confidence | Customer service | Internet Trends Procedure
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EarthLink has the happiest customers for the third year in a row. An average of 72% of EarthLink customers said they were "completely satisfied" or "very satisfied" with their service. In addition to overall satisfaction, EarthLink ranks first in price and customer service.
EarthLink works a little differently than other national ISPs; Internet service is provided by other providers, such as AT&T. This allows EarthLink to focus more on its customer communications, which are likely to be a large part of its operating costs.
What is surprising is how customers rate their satisfaction with EarthLink's prices. With an overall customer satisfaction rating of 3.8, EarthLink's score is much higher than any other national ISP—the next closest is CenturyLink at 3.5.
Verizon clearly has happy customers too, coming in first for reliability and second for overall satisfaction. In fact, Verizon's numbers are strong across the board; 70% of Verizon customers reported that they were "completely satisfied" or "very satisfied" with the service.
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The nation's largest cable ISPs, Spectrum and Xfinity, improved this year, ranking third and fifth, respectively, a big improvement from 2021. These ISPs have geographic areas that max, so this is good news for many people.
Google Fiber has higher satisfaction scores than any other ISP in every category. With an extremely high overall satisfaction rating of 4.4, Google Fiber is the highest rated internet provider in America, period.
Google Fiber offers the fastest gigabit speeds only on fiber optic networks—a solid foundation for great internet service, and it shows in the prices. The vast majority (90%) of Google Fiber customers say they are "completely satisfied" or "very satisfied" with their service.
T-Mobile's 5G Internet is in second place, also with great ratings all around—it even beats most cable ISPs in all categories. T-Mobile's service uses fast, 5G signals to offer wireless home internet to customers, a key difference from some other wireless ISPs that use much slower 4G signals. T-Mobile's prices are a good sign for such a relatively new home internet service.
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Xfinity is the speed champion of 2022, coming in at the top with a speed rating of 4.0. All ratings have been rounded to the nearest decimal, but Xfinity's rating excludes other major providers. Xfinity has done a great job of demonstrating the capabilities of fiber internet by offering gigabit speeds over the largest geographic area as the nation's largest ISP. Simply put, Xfinity provides the fastest internet speeds to the most people.
Spectrum ranked second fastest, bucking the cable internet speed trend that will return in 2022. Cable internet providers saw wide-ranging price cuts in our 2021 survey. It is possible that the pandemic played a part by causing obstacles in internet traffic, especially in upload speed, which is one of the shortcomings of broadband internet. But with new initiatives and technology introduced by cable ISPs, such as 10G internet and DOCSIS 4.0 (both of which aim to significantly improve download speeds), it is clear that the cable internet providers are determined to find the nation's first internet job regardless of cable bandwidth benefits. .
Some internet providers benefit from close-up viewing. Look at CenturyLink cable customers, your speed ratings will shoot through the roof. The average speed rating of CenturyLink cable customers is an excellent 4.2, and 96% say their speeds "always" or "always" meet their needs. These are some of the best numbers in the survey, suggesting that CenturyLink's cable and DSL services are two very different experiences.
Is the best ISP for the fastest internet service? Not necessarily. Satisfaction ratings are a reflection of internet consumers' perceptions and feelings but not actual recorded performance. For a comprehensive look at the ISPs that performed best in the current speed test, see our fastest internet providers report.
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97% of Google Fiber customers say their internet speeds "often" or "often" meet their needs. Kayla Fischer
Customers rate Google Fiber's speeds as the highest with an impressive average rating of 4.3. Google Fiber only offers high-speed gigabit plans, which is well represented by the 97% of Google Fiber customers who report their internet speeds "always" or "always" meet their needs.
T-Mobile's fixed wireless service also received great overall speed ratings (4.1 average), placing it in second place. Customer feedback suggests that T-Mobile's speeds are consistent, as 90% of customers reported "always" or "always" getting the speeds they paid for—more than any other carrier.
Cost is always the least evaluated category in the survey, and this year was no different. Customers gave an average rating of 3.3 when asked how satisfied they were with the price of their plan, the same as last year.
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EarthLink came out on top again with an overall rating of 3.8—much higher than any other national ISP. This does not mean that EarthLink's prices are the lowest (they are not), but it does suggest that customers feel they are getting more value for their money with EarthLink.
CenturyLink was second, likely due to direct pricing and lack of price increases—82% of CenturyLink customers reported no price increases, significantly better than any other national carrier.
Local suppliers do a little better with price satisfaction with an average rating of 3.4, but it is still the lowest category. Customers certainly appreciate direct pricing. Consumers often offer higher satisfaction rates to ISPs with fewer reported price increases. So it makes a lot of sense that Google Fiber dominates price satisfaction, as 82% of customers surveyed reported no price increases—tied with CenturyLink for the fewest price increases in the survey.
Verizon receives the strongest reliability feedback from customers. In addition to receiving the highest reliability rating, Verizon beats all other national ISPs in keeping service interruptions at bay. The majority (70%) of Verizon customers reported that they "never" or "rarely" experienced an outage. Verizon is also tied with Sparklight for having the fewest reported outages among the nation's ISPs.
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Verizon's product line is different; we researched Verizon cable, DSL, and 5G home internet customers. Its large cable footprint probably contributes to the ISP's excellent reliability ratings, but Verizon's other internet products also stand out. Among DSL customer ratings, Verizon DSL customers reported the highest overall satisfaction rating (3.9) and tied with EarthLink DSL customers for the highest DSL reliability rating of 3.8.
Google Fiber's reliability rating is consistent with 80% of Google Fiber customers reporting that they "never" or "rarely" experience an outage. Google Fiber customers also reported more instances of slowdowns than any other provider, with 66% saying they "never" or "rarely" experienced slow speeds.
Consumers rank T-Mobile's non-wireless landline service second for overall reliability. But when asked about outages and outages, 14% of T-Mobile customers reported "always" or "always" experiencing an outage—one of the highest reported outage incidents in the survey.
Wired and wired internet services have an advantage over wireless services because cables protect the signal. However, T-Mobile's high ratings suggest that wireless technology is overcoming its limitations, even if there are still a few kinks to work out.
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EarthLink is highly rated for overall customer service—not surprising given the high priority this provider places on quality customer interactions. EarthLink's excellent performance in these studies (not only in customer service but in all categories) shows the value of providing simple and intuitive experiences.
Astound customers have reported having the easiest customer service experience. When asked specifically how difficult it was to get help, 84% of Astound customers said it was easy to resolve their issues. Ratings from Verizon customers suggest a similar experience, as 83% said it was easy to get help.
Many ISPs have online chat and support apps that customers can use to get help. And customers who have used these services report having an easier time getting help and offering higher customer service ratings.
The vast majority of customers we surveyed also primarily use phone support instead of chat or an app. If your ISP provides any option
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