Update: Check out this year’s edition of CableTV.com’s internet customer satisfaction survey to see which internet providers are doing it right for customer service.
From work Slack calls to movie nights, an internet plan’s more important than ever. But with costs rising everywhere these days, is your internet service provider (ISP) holding up its end of the bargain?
For this year’s edition of CableTV.com’s annual internet customer satisfaction survey, we talked to internet customers across the US to see how they really felt about their ISPs. Read on to see which providers offer the best customer service.
Internet trends for 2023
2023’s best internet providers for customer satisfaction
2023’s best ISPs for customer satisfaction are Google Fiber, Verizon Fios, and AT&T. All three ISPs have excellent fiber internet plans, no annual price increases, and stellar customer service.
Among cable ISPs, Xfinity, Astound Broadband, Cox, and Spectrum led the pack for customer satisfaction. In our polling, all four ISPs were generally behind fiber internet providers, but most customers were satisfied with their service.
Are customers leaving major ISPs for cheaper alternatives?
Traditionally, customers were stuck with major ISPs like Xfinity or Spectrum if they weren’t near a major city. But this conventional wisdom may be shifting, as 12% of respondents said they used local and regional ISPs or cellular data networks for home internet service. In last year’s survey, only 7% of respondents were using alternative ISPs.
Although this shift isn’t massive, it’s worth framing it against industry-wide trends like ISPs adopting no-contract or flat-rate pricing. Previously, customers had to learn to live with an ISP because they were the only option in town. But with increased competition, some ISPs have started to sweeten the pot to draw customers.
5G home internet trails far behind cable, fiber internet
On paper, 5G home internet could be a big threat to cable ISPs, as it’s designed to be cheaper than cable internet and fast enough for typical internet usage. But at the moment, fixed wireless access (FWA) services like 5G home internet are still niche products.
In our polling, only 2% of respondents said they were using 4G or 5G data networks for home internet, and this trend carries over to 5G home internet providers. As of the third quarter of 2022, T-Mobile has around 1.5 million FWA customers while Verizon has around 621,000 residential FWA customers. By comparison, Xfinity has nearly 30 million residential cable internet customers.
That said, both T-Mobile and Verizon continue to invest heavily in their 5G home internet services, and we’ll see if they gain significant traction in the future. As of this writing, Verizon is offering a 10-year price guarantee for new 5G home internet customers, and T-Mobile bundles significant home internet discounts for smartphone customers.
Rural internet customers frustrated with internet service
Across the board, rural internet customers were less pleased with their ISPs compared to urban and suburban customers.
Generally, rural internet customers have to settle for older DSL internet or satellite internet networks with lower download speeds and reliability. Groups such as the Federal Communications Commission have launched rural internet investment programs like the Rural Digital Opportunity Fund, but these initiatives still have a lot of ground to cover.
What’s your overall satisfaction with your ISP?
| Rural | Suburban | Urban | |
|---|---|---|---|
| Completely or very satisfied | 64% | 67% | 72% |
| Hardly or not satisfied | 14% | 10% | 9% |
Are you satisfied with your ISP’s internet speed?
| Rural | Suburban | Urban | |
|---|---|---|---|
| Completely or very satisfied | 64% | 67% | 74% |
| Hardly or not satisfied | 15% | 9% | 8% |
Are you satisfied with your ISP’s internet reliability?
| Rural | Suburban | Urban | |
|---|---|---|---|
| Completely or very satisfied | 62% | 66% | 71% |
| Hardly or not satisfied | 17% | 12% | 11% |
Highest overall satisfaction
Customer satisfaction means a lot of things for customers and ISPs. Is your internet fast and reliable? Can your ISP quickly resolve your technical issues when you have an internet problem?
Our polling showed that ISPs like Verizon and AT&T know what they’re doing when it comes to internet. But regional providers like Google Fiber also showed us that good service isn’t limited to the largest ISPs.
What is your overall satisfaction with your internet service provider?
The best ISPs for customer satisfaction are Google Fiber, Verizon Fios, and AT&T. Google Fiber narrowly overtook Verizon for our number one spot this year and knocked Xfinity out of our top three in the process.
Xfinity’s drop in the standings isn’t necessarily Xfinity’s fault, as Xfinity actually saw a 7% increase in fully satisfied customers compared to last year’s survey. But regional ISPs like Metronet and Windstream made sizable strides in customer satisfaction and broke into our top tier of providers this year.
What is your overall satisfaction with your internet service?
| Provider | Completely or very satisfied | Hardly or not at all satisfied |
|---|---|---|
| Google Fiber | 81% | 3% |
| Verizon Fios | 80% | 5% |
| AT&T | 75% | 7% |
| Other | 71% | 10% |
| Metronet | 71% | 14% |
| Windstream | 69% | 14% |
| Xfinity | 69% | 10% |
| Astound Broadband | 67% | 13% |
| Cox Communications | 67% | 9% |
| Sparklight | 67% | 11% |
| Spectrum | 67% | 9% |
| Ziply Fiber | 66% | 13% |
| CenturyLink | 58% | 15% |
| Frontier | 58% | 15% |
| Earthlink | 57% | 6% |
| Optimum | 54% | 21% |
| WOW | 51% | 18% |
| Xtream | 50% | 15% |
| Viasat | 46% | 34% |
| HughesNet | 44% | 26% |
How enjoyable were your interactions with your ISP?
- Google Fiber (76%)
- Metronet (75%)
- Verizon Fios (72%)
Google Fiber and Verizon Fios maintained their leading rankings, but Midwest-based fiber ISP Metronet bumped AT&T out of the top-three spots.
By size alone, Google Fiber and Metronet should’ve been outclassed by major ISPs with nationwide storefront networks and call centers. But good customer service ultimately comes down to solid customer communication and short turnaround times. Despite their smaller footprint, Google Fiber and Metronet delivered just as well as Verizon Fios for customer service.
Hear from real Metronet customers
We have very reliable internet service with Metronet. We have had only one outage in two years with them. The outage was over three states. What Metronet does well is they communicate with their customers and let them know what is going on. Very good upload and download speeds.
What is your overall satisfaction with your internet service?
| Provider | Extremely or very enjoyable |
|---|---|
| Google Fiber | 76% |
| Metronet | 75% |
| Verizon Fios | 72% |
| Other | 67% |
| AT&T | 66% |
| Cox Communications | 64% |
| Xfinity | 62% |
| Spectrum | 61% |
| Windstream | 61% |
| Sparklight | 59% |
| Astound Broadband | 56% |
| CenturyLink | 52% |
| Frontier | 52% |
| Ziply Fiber | 51% |
| Xtream | 48% |
| Optimum | 46% |
| Viasat | 44% |
| Earthlink | 43% |
| WOW | 41% |
| HughesNet | 40% |
How well did your ISP’s services compare with the ideal internet provider?
- Google Fiber (86%)
- Metronet (79%)
- Verizon Fios (75%)
As in past years, our polling results generally went hand-in-hand with the type of internet offered by an ISP.
Fiber ISPs landed at the top of our polling (with the glaring exception of Pacific Northwest-based Ziply Fiber), cable ISPs filled out the middle ranks, and satellite ISPs occupied the bottom tiers. Fiber internet offers the best internet performance, cable internet provides solid internet speeds, and satellite internet is best used for rural internet customers.
This trend highlights a simple fact for ISPs—when it comes to internet service, customers simply want a fast enough plan that doesn’t go down. The ISPs capable of checking off both boxes have the happiest customers.
How well did your ISP’s services compare with the ideal internet provider?
| Provider | Extremely close or very close to ideal |
|---|---|
| Google Fiber | 86% |
| Metronet | 79% |
| Verizon Fios | 75% |
| AT&T | 72% |
| Other | 69% |
| Astound Broadband | 66% |
| Cox Communications | 66% |
| Xfinity | 65% |
| Spectrum | 64% |
| Sparklight | 62% |
| Windstream | 60% |
| Frontier | 56% |
| Ziply Fiber | 55% |
| CenturyLink | 54% |
| Earthlink | 52% |
| Optimum | 51% |
| Xtream | 50% |
| WOW | 48% |
| Viasat | 42% |
| HughesNet | 41% |
To what extent has your ISP met your expectations as an internet provider?
- Google Fiber (85%)
- Verizon Fios (79%)
- Metronet (77%)
One of the more notable trends from this year’s survey has been customers who’ve jumped ship from major to regional ISPs—these customers are part of the Other ISPs category.
The sheer number of ISPs makes it hard to track trends by regional ISP, but broadly speaking, regional ISP customers like their service. 73% of polled regional ISP customers had their expectations entirely or largely met, and only 9% of customers were severely disappointed. Regional ISPs outperformed lower-tier ISPs like Optimum and CenturyLink by considerable margins.
To what extent has your ISP met your expectations as an internet provider?
| Provider | Completely or very much |
|---|---|
| Google Fiber | 85% |
| Verizon Fios | 79% |
| Metronet | 77% |
| AT&T | 76% |
| Other | 73% |
| Cox Communications | 72% |
| Xfinity | 70% |
| Spectrum | 67% |
| Windstream | 67% |
| Astound Broadband | 64% |
| Sparklight | 63% |
| CenturyLink | 61% |
| Frontier | 59% |
| Ziply Fiber | 57% |
| Optimum | 54% |
| Xtream | 53% |
| Earthlink | 52% |
| WOW | 52% |
| Viasat | 48% |
| HughesNet | 43% |
Best customer experience
When you have internet problems, can you quickly talk with a real person or are you going to be waiting for a phone call all afternoon? No one likes troubleshooting their internet setup, but the best ISPs know how to minimize the hassle.
How satisfied are you with your ISP’s customer support?
Google Fiber, Verizon Fios, and Metronet are the best ISPs for customer support. With all three ISPs, you’ll get around-the-clock support options to help you solve any troubleshooting problem.
As for last year’s winners, AT&T narrowly missed a top-three finish. But Spectrum dropped from third to eighth place among major providers thanks to increased competition from Astound Broadband and Cox.
How satisfied are you with your ISP’s customer support?
| Provider | Completely or very much | Hardly or not at all satisfied |
|---|---|---|
| Google Fiber | 80% | 9% |
| Verizon Fios | 76% | 9% |
| Metronet | 74% | 9% |
| Other | 72% | 11% |
| AT&T | 70% | 10% |
| Sparklight | 70% | 12% |
| Astound Broadband | 67% | 19% |
| Cox Communications | 67% | 10% |
| Spectrum | 67% | 13% |
| Windstream | 65% | 17% |
| Xfinity | 63% | 16% |
| Ziply Fiber | 60% | 17% |
| CenturyLink | 58% | 19% |
| Frontier | 58% | 16% |
| WOW | 53% | 20% |
| Xtream | 52% | 18% |
| Viasat | 51% | 20% |
| Earthlink | 50% | 17% |
| HughesNet | 49% | 22% |
| Optimum | 49% | 28% |
How easy was it to work with your ISP?
- Google Fiber (85%)
- Other ISPs (77%)
- AT&T (76%)
- Verizon Fios (76%)
The best ISPs for customer service offer strong support resources and multiple ways to get in touch. At ISPs like Xfinity, Spectrum, and Verizon, you can drop off equipment at local retail stores and quickly talk to chat agents via social media or a support page.
Of course, retail stores and chat options don’t guarantee that you’ll get great customer service. Astound Broadband had the second-highest percentage of unsatisfied respondents, while Optimum fell to the lower quarter of ISPs in our polling.
How easy was it to work with your ISP?
| Provider | Extremely or very easy | Hardly or not at all |
|---|---|---|
| Google Fiber | 85% | 5% |
| Other | 77% | 7% |
| AT&T | 76% | 5% |
| Verizon Fios | 76% | 6% |
| Metronet | 73% | 5% |
| Cox Communications | 72% | 9% |
| Astound Broadband | 70% | 16% |
| Spectrum | 70% | 6% |
| Xfinity | 70% | 9% |
| Windstream | 67% | 10% |
| Sparklight | 67% | 9% |
| CenturyLink | 63% | 12% |
| Ziply Fiber | 62% | 9% |
| Frontier | 60% | 12% |
| Xtream | 59% | 10% |
| Earthlink | 57% | 9% |
| Optimum | 56% | 17% |
| Viasat | 54% | 14% |
| WOW | 51% | 13% |
| HughesNet | 50% | 17% |
Thinking about your recent interactions with your ISP, how effectively did they meet your needs?
- Google Fiber (86%)
- Verizon Fios (83%)
- AT&T (77%)
While regional ISPs like Metronet cracked into the top half of our survey, bigger ISPs like Verizon Fios, AT&T, and Xfinity dominated the results. Major ISPs are far from perfect, but with resources like on-call technicians, retail store networks, and extensive support websites, they can solve support problems on a more consistent basis.
Hear from real Viasat customers
Viasat’s customer service is terrible. They have overcharged us, made us sign a two-year contract, and we have frequent issues with connectivity. Their technicians are kind and helpful, but the people we have called and spoken to have been very frustrating.
Thinking about your recent interactions with your ISP, how effectively did they meet your needs?
| Provider | Extremely or very easy | Hardly or not at all |
|---|---|---|
| Google Fiber | 86% | 6% |
| Verizon Fios | 83% | 4% |
| AT&T | 77% | 5% |
| Xfinity | 74% | 6% |
| Other | 74% | 6% |
| Metronet | 73% | 4% |
| Cox Communications | 72% | 8% |
| Spectrum | 70% | 6% |
| Sparklight | 68% | 7% |
| Windstream | 68% | 9% |
| Astound Broadband | 67% | 10% |
| CenturyLink | 62% | 10% |
| Frontier | 61% | 11% |
| Ziply Fiber | 60% | 15% |
| Xtream | 58% | 10% |
| Earthlink | 57% | 11% |
| Optimum | 57% | 12% |
| WOW | 55% | 8% |
| HughesNet | 47% | 25% |
| Viasat | 44% | 16% |
Best bang for your buck
Internet’s rarely been cheap, and between ISP tricks like contracts and annual price increases, the price you sign up for might not be the price you get. But which ISPs offer the best deals for home internet service?
Given the quality of your ISP’s internet service, how would you rate the price that you pay for them?
Once again, Google Fiber, Metronet, and AT&T led our polling as the top ISPs for value.
As for other ISPs, Verizon Fios barely slipped out of the top three by a narrow 1% margin. The trend between internet type and customer satisfaction repeated here, as fiber ISPs like Metronet and Verizon Fios led our survey results.
It’s a testament to Google Fiber’s quality that the ISP led our polling by a healthy margin despite prices that start at $70. Although it’s not the cheapest fiber ISP, Google Fiber has excellent speeds, outstanding reliability, and no pricing fine-print tricks.
How satisfied are you with your ISP’s customer support?
| Provider | Excellent or good given the quality |
|---|---|
| Google Fiber | 84% |
| Metronet | 70% |
| AT&T | 69% |
| Verizon Fios | 68% |
| Other | 64% |
| Astound Broadband | 60% |
| Cox Communications | 59% |
| Sparklight | 58% |
| Xfinity | 57% |
| Ziply Fiber | 55% |
| CenturyLink | 54% |
| Earthlink | 54% |
| Spectrum | 54% |
| WOW | 52% |
| Frontier | 51% |
| Windstream | 51% |
| Xtream | 44% |
| Optimum | 41% |
| Viasat | 34% |
| HughesNet | 31% |
Given competitors’ prices, how would you rate the price that you pay for your ISP’s internet services?
- Google Fiber (75%)
- Verizon Fios (69%)
- AT&T (67%)
Customers like ISPs with straightforward pricing, and they really don’t like ISPs with high prices or unclear pricing models. For example, one of the most common ISP pricing moves is the first-year promotional price that’s followed by a sizable second-year price increase.
Unsurprisingly, ISPs who use this pricing approach landed in the bottom half of our polling results. With providers like Spectrum and Optimum, paying nearly $100 per month for non-premium internet service is possible. Between dealing with customer churn and disgruntled subscribers, it’s no wonder why fiber ISPs and customers alike prefer flat-rate pricing.
Hear from real Spectrum customers
I have had issues with Spectrum for years. I have internet, TV, and phone services with them . . . the biggest complaint is that the costs of all Spectrum services increase every year, but the services don’t get any better! Spectrum is going to price itself right out of my budget soon!
Given competitors’ prices, how would you rate the price that you pay for your ISP’s internet services?
| Provider | Excellent or good given competitors' prices |
|---|---|
| Google Fiber | 75% |
| Verizon Fios | 69% |
| AT&T | 67% |
| Other | 65% |
| Metronet | 64% |
| Astound Broadband | 60% |
| Ziply Fiber | 60% |
| Earthlink | 59% |
| WOW | 57% |
| CenturyLink | 56% |
| Cox Communications | 56% |
| Frontier | 54% |
| Windstream | 54% |
| Xfinity | 54% |
| Spectrum | 52% |
| Sparklight | 51% |
| Optimum | 38% |
| Xtream | 38% |
| HughesNet | 35% |
| Viasat | 30% |
Given your initial expectations, how would you rate the price that you pay for your ISP’s internet services?
- Google Fiber (78%)
- Metronet (70%)
- AT&T (69%)
Underpromise and overdeliver applies for the top ISPs in our polling. Astound Broadband snuck into the top quarter of our survey results thanks to its excellent first-year pricing. Cox landed behind Astound Broadband thanks to its decent first-year pricing and steady network quality.
Given your initial expectations, how would you rate the price that you pay for your ISP’s internet services?
| Provider | Excellent or good given competitors' prices |
|---|---|
| Google Fiber | 78% |
| Metronet | 70% |
| AT&T | 69% |
| Verizon Fios | 68% |
| Other | 65% |
| Astound Broadband | 61% |
| Cox Communications | 60% |
| Earthlink | 57% |
| CenturyLink | 56% |
| Xfinity | 56% |
| WOW | 55% |
| Ziply Fiber | 55% |
| Spectrum | 54% |
| Frontier | 52% |
| Sparklight | 52% |
| Windstream | 50% |
| Optimum | 39% |
| HughesNet | 35% |
| Xtream | 34% |
| Viasat | 30% |
Highest customer loyalty
Will you stick with your ISP or are you jumping ship when another ISP offers a better deal? Between bundle savings, cell phone coverage, and new customer freebies, the best ISPs pull out all the stops to keep customers around.
How likely are you to continue subscribing to your ISP for internet services?
Google Fiber, Verizon Fios, and AT&T are the top ISPs for customer loyalty for one reason: customers want fiber internet, and they’ll stick with an ISP that can reliably provide it.
In particular, Verizon regularly gilds the lily for new Verizon Fios customers with promos like free streaming subscriptions, mobile service discounts, and free hardware. Who doesn’t like free stuff?
How likely are you to continue subscribing to your ISP for internet services?
| Provider | Completely or very likely |
|---|---|
| Google Fiber | 86% |
| Verizon Fios | 79% |
| Other | 78% |
| AT&T | 76% |
| Metronet | 75% |
| Ziply Fiber | 72% |
| Xfinity | 71% |
| Cox Communications | 69% |
| Spectrum | 69% |
| Sparklight | 68% |
| Windstream | 68% |
| Astound Broadband | 66% |
| Frontier | 66% |
| CenturyLink | 64% |
| WOW | 63% |
| Earthlink | 61% |
| Optimum | 56% |
| Xtream | 54% |
| Viasat | 50% |
| HughesNet | 42% |
How likely are you to recommend your ISP as an internet provider to a friend or colleague?
- Google Fiber (81%)
- Verizon Fios (75%)
- Metronet (71%)
Word of mouth means a lot when it comes to customer satisfaction, and for ISPs, this works in both directions. Google Fiber and Verizon Fios customers are in it for the long haul, as both ISPs led our polling. Plus, they were the only ISPs to have negative scores in the single digits.
No ISP’s perfect, but when it comes to customer loyalty, Google Fiber and Verizon Fios can keep the possibility of unhappy customers to a minimum.
Hear from real Verizon Fios customers
We only have two options for internet in our area. Verizon was one-third the cost and faster than our other choice. It was a no-brainer choice.
How likely are you to recommend your ISP as an internet provider to a friend or colleague?
| Provider | Completely or very likely | Hardly or not at all likely |
|---|---|---|
| Google Fiber | 81% | 3% |
| Verizon Fios | 75% | 7% |
| Metronet | 71% | 18% |
| AT&T | 70% | 11% |
| Other | 67% | 15% |
| Sparklight | 62% | 18% |
| Xfinity | 60% | 18% |
| Ziply Fiber | 60% | 13% |
| Astound Broadband | 59% | 21% |
| Cox Communications | 59% | 15% |
| Spectrum | 57% | 18% |
| Windstream | 56% | 22% |
| CenturyLink | 55% | 22% |
| Frontier | 54% | 23% |
| Earthlink | 46% | 17% |
| WOW | 45% | 30% |
| Optimum | 44% | 34% |
| Viasat | 40% | 38% |
| Xtream | 37% | 29% |
| HughesNet | 35% | 46% |
How likely are you to increase the amount you purchase from your ISP for internet services?
- AT&T (49%)
- Verizon Fios (49%)
- Google Fiber (43%)
Unsurprisingly, few customers were enthusiastic about voluntarily increasing their monthly internet bill. AT&T and Verizon led the pack here, as both ISPs offer sizable discounts when you bundle a cell phone plan with your internet service. Mobile phone coverage continues to be a priority for cable ISPs, as providers like Cox, Spectrum, and Xfinity push their own branded cell phone services.
But ISPs’ focus on new revenue streams is understandable if you look at longer-term cord-cutting trends. In this year’s survey, 58% of respondents reported having a cable TV subscription, compared to 70% of respondents in last year’s polling.
How likely are you to increase the amount you purchase from your ISP for internet services?
| Provider | Completely or very likely |
|---|---|
| AT&T | 49% |
| Verizon Fios | 49% |
| Google Fiber | 43% |
| Metronet | 43% |
| Cox Communications | 39% |
| Astound Broadband | 35% |
| Earthlink | 35% |
| Spectrum | 32% |
| Other | 32% |
| Xfinity | 31% |
| Frontier | 28% |
| Viasat | 26% |
| Windstream | 26% |
| CenturyLink | 25% |
| Optimum | 25% |
| Sparklight | 25% |
| WOW | 23% |
| HughesNet | 19% |
| Xtream | 17% |
| Ziply Fiber | 15% |
Most reliable
For customers, reliability comes down to one thing: when I open up my web browser, will my internet service work? The most reliable ISPs keep their networks up to date to ensure any downtime’s kept to a minimum.
Are you satisfied with your ISP’s reliability?
Google Fiber, Verizon Fios, and AT&T are the top-rated ISPs for reliability.
All three fiber ISPs have an advantage over cable ISPs, as their networks are built from the ground up with new technology. Plus, fiber internet networks are frequently installed underground, so wires won’t be disconnected during severe weather.
By comparison, cable ISPs must maintain their existing networks without disrupting their current customers. The best cable ISPs can juggle both issues to keep their networks running, as Xfinity led our polling among cable ISPs with a 69% approval rating.
Conversely, WOW and Optimum were the only cable ISPs to break the 20% mark for unsatisfied customers.
Hear from real AT&T customers
We receive great quality and service from AT&T, but they have become very expensive. I do wish they would lower their prices or offer better deals to longtime customers.
Are you satisfied with your ISP’s reliability?
| Provider | Completely or very satisfied | Hardly or not at all satisfied |
|---|---|---|
| Google Fiber | 85% | 8% |
| Verizon Fios | 79% | 6% |
| AT&T | 75% | 8% |
| Metronet | 73% | 11% |
| Xfinity | 69% | 11% |
| Other | 69% | 13% |
| Cox Communications | 66% | 10% |
| Windstream | 66% | 17% |
| Spectrum | 65% | 11% |
| Sparklight | 63% | 12% |
| Astound Broadband | 62% | 14% |
| Ziply Fiber | 60% | 14% |
| CenturyLink | 57% | 19% |
| Frontier | 57% | 17% |
| Optimum | 55% | 22% |
| Xtream | 55% | 17% |
| WOW | 51% | 26% |
| Earthlink | 50% | 19% |
| Viasat | 41% | 33% |
| HughesNet | 40% | 34% |
Best speeds
Whether you’re a gamer downloading 150 GB games every week or someone trying to take Zoom calls for work, internet speed is the most essential part of your internet plan. The best ISPs ensure that everyone in your household has the hardware to get a good internet connection.
Are you satisfied with your ISP’s internet speeds?
Google Fiber, Verizon Fios, and AT&T are the top-rated ISPs for internet speed.
In particular, Google Fiber took the top spot by a considerable margin, passing second-place Verizon Fios by 10%. Google Fiber was also the only ISP to break the 90% mark for fully or very satisfied customers.
Xfinity led our polling among cable ISPs, followed closely by Astound Broadband, Cox, and Spectrum. Xfinity’s also one of a growing number of ISPs to offer premium gigabit internet plans to home customers.
Xfinity’s fastest internet plan has speeds of 3,000 Mbps, while Optimum and AT&T have gaudy 5,000 Mbps plans. Although these plans are currently a bit ahead of the curve, they’ll likely become more normalized as home internet needs increase in the future.
Hear from real Google Fiber customers
Google Fiber’s been better than any other internet option I’ve tried before. It’s the first time I’ve had fiber internet in general, and it’s very fast and more reliable than non-fiber internet has been. My only complaint is that the internet in our area still drops a couple times a day and slows down quite a bit over the weekend. It also tends to be less reliable during storms, which we get pretty often in Utah.
Are you satisfied with your ISP’s reliability?
| Provider | Completely or very satisfied |
|---|---|
| Google Fiber | 90% |
| Verizon Fios | 80% |
| AT&T | 75% |
| Xfinity | 74% |
| Metronet | 73% |
| Other | 72% |
| Astound Broadband | 70% |
| Cox Communications | 70% |
| Spectrum | 69% |
| Sparklight | 65% |
| Ziply Fiber | 64% |
| Windstream | 63% |
| WOW | 60% |
| Frontier | 59% |
| Xtream | 59% |
| CenturyLink | 58% |
| Optimum | 56% |
| Earthlink | 45% |
| Viasat | 39% |
| HughesNet | 38% |
Are you satisfied with your ISP’s modem/internet equipment?
- Google Fiber (82%)
- Verizon Fios (74%)
- Metronet (73%)
A fast internet plan won’t make a difference if it’s hamstrung by old equipment, so ISPs regularly offer new modems and Wi-Fi routers as free or rentable add-ons. ISPs like Xfinity and Verizon also offer mesh Wi-Fi extenders that help you get a consistent Wi-Fi connection throughout your entire home.
Are you satisfied with your ISP’s modem/internet equipment?
| Provider | Completely or very satisfied |
|---|---|
| Google Fiber | 82% |
| Verizon Fios | 74% |
| Metronet | 73% |
| Sparklight | 70% |
| Other | 70% |
| AT&T | 69% |
| Xfinity | 68% |
| Spectrum | 66% |
| Windstream | 66% |
| Astound Broadband | 65% |
| Cox Communications | 64% |
| Ziply Fiber | 63% |
| WOW | 58% |
| CenturyLink | 57% |
| Frontier | 57% |
| Earthlink | 56% |
| Optimum | 55% |
| Xtream | 55% |
| Viasat | 44% |
| HughesNet | 38% |
Were you satisfied with your ISP’s installation and setup process?
- Google Fiber (86%)
- Metronet (82%)
- Windstream (79%)
Windstream cracks into our top three for the first time, while AT&T and Verizon tumble to the middle of our polling. Installation is one of cable ISPs’s rare advantages over fiber ISPs. New fiber internet customers need technicians to physically install new hardware in their homes, while most buildings are already set up for cable internet.
Were you satisfied with your ISP’s installation and setup process?
| Provider | Completely or very satisfied |
|---|---|
| Google Fiber | 86% |
| Metronet | 82% |
| Other | 80% |
| Windstream | 79% |
| Cox Communications | 77% |
| AT&T | 76% |
| Spectrum | 76% |
| Verizon Fios | 76% |
| Astound Broadband | 74% |
| Xfinity | 74% |
| Sparklight | 73% |
| Viasat | 71% |
| Ziply Fiber | 71% |
| CenturyLink | 68% |
| Frontier | 68% |
| WOW | 67% |
| Xtream | 67% |
| Optimum | 62% |
| Earthlink | 55% |
| HughesNet | 50% |
Are you satisfied with your internet service?
- Google Fiber (84%)
- Metronet (77%)
- Verizon Fios (75%)
When an ISP’s average, they’re aggressively average, as the middle tier of ISPs in our polling all had approval scores of 66% to 67%.
Are you satisfied with your internet service?
| Provider | Completely or very satisfied |
|---|---|
| Google Fiber | 84% |
| Metronet | 77% |
| Verizon Fios | 75% |
| AT&T | 74% |
| Other | 73% |
| Cox Communications | 67% |
| Xfinity | 67% |
| Ziply Fiber | 67% |
| Sparklight | 66% |
| Spectrum | 66% |
| Windstream | 66% |
| Astound Broadband | 60% |
| CenturyLink | 59% |
| Frontier | 57% |
| Earthlink | 53% |
| WOW | 52% |
| Xtream | 52% |
| Optimum | 50% |
| Viasat | 45% |
| HughesNet | 40% |
Final take
Google Fiber, Verizon Fios, and AT&T earned top marks among fiber internet providers, while Windstream, Xfinity, Cox, and Spectrum earned high marks from cable internet subscribers.
But whether you’re interested in cable or fiber internet, the best ISPs keep their customers around and satisfied by offering reliable internet performance and straightforward pricing.
Methodology
We surveyed nearly 7,000 people across the US to measure their satisfaction with their internet provider. Our sample reflected broader US demographics (i.e., gender, race, age, etc.) and was analyzed using prevailing industry standards by our data experts. If you’re a member of the media and you have follow-up questions, feel free to contact us at pr@cabletv.com.
