Skip to main content

It's not just you that hates your internet service, survey finds

ISPs tied for dead last in a survey asking about customer satisfaction.

Airlines: "Boy, our customer satisfaction reputation must be hurting."

ISPs: "Hold our beer."

A new survey finds internet service providers are among the worst companies in America for customer satisfaction, with people mainly complaining about slow and unreliable service, combined with high costs.

This comes from the American Customer Satisfaction Index, a well-known annual survey that ask people how satisfied they are with industries.

Internet service providers – that'd be the companies that give you internet access, like Comcast or CenturyLink or Mediacom – came in tied for dead last in 2017.

They were even with subscription TV at a score of 64, the lowest figure among the 43 industries surveyed. So that's below airlines (an industry that's had um, a few PR issues this year), below hotels, below the federal government, and well under retailers like Target.

Who was best/worse?

The index ranks the big ISPs individually as well. Fios from Verizon came in at the top, with a score of 71. Down on the other end with a score of 56 is Frontier. Here's the list:

  • Fios – 71
  • U-Verse (AT&T) – 69
  • Optimum (Altice) – 68
  • Suddenlink (Altice) – 66
  • Spectrum (Charter Communications) - 65
  • All others – 63
  • Cox Communications – 62
  • Time Warner Cable (Charter Communications) – 62
  • Xfinity (Comcast) – 60
  • CenturyLink – 59
  • Mediacom – 58
  • Windstream – 57
  • Frontier Communications – 56

What annoys people the most

"Competition is limited across most of the country, and customers are unhappy to be locked into service contracts when prices rise," the index wrote in the report. Service is still largely considered to be slow and unreliable."

Internet users think just about everything got worse.

Even though overall speeds haven't changed, people perceive video streaming as being of lower quality now. They also say internet performance during busy hours has deteriorated.

And internet service is considered more unreliable, and more prone to cutting out.

Call centers? People hate those, as they fell to a low rating of 61.

People think bills are hard to understand, customer service is poor, and using an ISP's website isn't a good experience.

You can read the full report (which also touches on wireless service, how people still hate cable companies, and which phones people like the most) by clicking here.

Next Up

Screen Shot 2022-01-27 at 9.15.45 PM

Buckeyes crash the glass, fend off Gophers

E.J. Liddell dominated in the paint to help No. 16 Ohio State.

nicolas blouin flickr fire hose

Fire departments decry drivers running over hoses, endangering crews

It happened in two separate Northland cities this week.

All Energy Solar - Bringing Panels to Roof

All Energy Solar reaches growth milestones with higher goals yet for 2022

Minnesota solar company continues to thrive through building a strong workforce

Royal Canadian Mounted Police maintoba crossing crop

Authorities ID family found frozen to death at MN-Canada border

They're still trying to unravel how they got there and who might have helped them.

covid

Mayo Clinic specialist: 'The omicron surge is not over'

Experts expect a rapid decline over the next month followed a period of calm.

police lights

Charges: Man in stolen Jeep leads police on 110 mph chase

He crashed into a light post near the Capitol and then fled on foot, the complaint says.

kua dog go fund me

Puppy in back of stolen Audi found, reunited with owner

The 4 1/2-month-old bullmastiff had been missing more than a week.

Fuzzy Gerdes Flickr Franks Diner Kenosha

WI's best 'hole-in-the-wall' diner is Guy Fieri-approved

Come for the "garbage pile," stay for ... even more breakfast food.

FKISmwPWUAYZJW6

Minnesota's pre-pro women's soccer team unveils name, logo

The new name and look was unveiled after community owners voted on a winner.

fentanyl DEA

21 people charged in connection to drug trafficking in northern MN

Police say the organization sold more than 10 pounds of heroin and fentanyl in northern Minnesota.

Band Box Diner Courtney Mault Flickr

MN's 'best hole-in-the-wall diner' is, sadly, currently closed

MSN recently published its pick for best diner in each state.

Related

Minnesota internet provider says it will never sell your browsing history

"We have never sold member web browsing history and have no plans to do so in the future," said the ISP's CEO.

New proposal: Internet companies should pay you if they use or sell your data

It's your data that's valuable – should you get compensated for it?

Big internet names: We like net neutrality protections, don't get rid of them

Google, Netflix, Amazon, Uber, Snapchat, Reddit – and more – are some of the companies publicly talking about the rules.

Do you know when Uber is tracking your location?

We know apps collect data about us. But how much, and how is it being used?

President Trump signs bill that allows ISPs to sell your internet data

The bill overturns Obama-era privacy rules, which Republicans considered unfair.

Update: Amazon says everything's fixed, the internet should be normal

It's not just you. Lots of websites and apps were having trouble today.