Wireless Network Quality Returns to Record High, JD Power Finds

Reduced Problem Counts Coincide with Declines in Device Usage

• Wireless customers experienced just 8 problems per 100 cell phone interactions in the past 6 months
• Total time spent on devices declined in 2026 
• Verizon and T-Mobile locked in tight competition for network quality

TROY, Mich.--(BUSINESS WIRE)--Wireless carriers are performing at the top of their games when it comes to overall network quality. According to the JD Power 2026 U.S. Wireless Network Quality Performance Study^SM—Volume 2, released today, wireless customers experienced just 8 problems per 100 (PP100), the fewest number of problems recorded since the 2025 U.S. Wireless Network Quality Performance Study^SM—Volume 2, which was a record low. A lower PP100 score indicates higher network quality.

While this strong performance is good news for the industry, it is important to note that it is accompanied by a substantial decline in device usage. Nationwide, wireless customers used their devices an average of 16 minutes less during a 48-hour period in 2026 Volume 2 study than they did in the 2025 Volume 2 study.

“Network quality and reliability are among the most important aspects of the wireless customer experience, so it is great news for the industry that problem counts are trending lower nationwide,” said Carl Lepper, senior director, TMT and Utilities Practice at JD Power. “While some of this trend is no doubt being driven by carrier efforts to improve their networks, JD Power also finds a concordant trend in reduced overall device usage, which is helping to keep problem counts lower.”

Following are some key findings of the 2026 study:

• Network quality holds strong: The total number of reported problems with wireless devices is 8 PP100. Network quality has improved or held steady in all six regions evaluated in the study.
• Sharp decline in device usage: Nationwide, wireless customers have spent an average of 413 minutes (6 hours, 53 minutes) per 48-hour period using their devices in the 2026 Volume 2 study, which is down 16 minutes from the same period last year. On average, customers are spending 7 fewer minutes on traditional voice calls and text messaging and 9 fewer minutes on data streaming, browsing and gaming.
• Network quality and reputation top reasons for selecting carrier: Nearly four in 10 customers select a wireless carrier based on network quality (39%) and reputation (38%), while just one-fourth (24%) of customers select a carrier based on price.

Study Ranking

Verizon Wireless ranks highest in the Mid-Atlantic region with a score of 6 PP100. T-Mobile (7 PP100) ranks second.

Verizon Wireless ranks highest in the North Central region with a score of 6 PP100. AT&T and T-Mobile rank second in a tie, each with 7 PP100.

T-Mobile and Verizon Wireless rank highest in a tie in the Northeast region, each with a score of 7 PP100.

Verizon Wireless ranks highest in the Southeast region with 7 PP100. AT&T (8 PP100) and T-Mobile (8 PP100) each rank second in a tie.

T-Mobile ranks highest in the Southwest region with a score of 7 PP100. Verizon Wireless (8 PP100) ranks second.

T-Mobile and Verizon Wireless rank highest in a tie in the West region, each with a score of 8 PP100.

To view the complete visual rank charts for each region, visit: http://www.jdpower.com/pr-id/2026064.

The 2026 U.S. Wireless Network Quality Performance Study—Volume 2 is based on responses from 19,535 wireless customers. Carrier performance is examined in six regions: Mid-Atlantic, North Central, Northeast, Southeast, Southwest and West. In addition to evaluating the network quality experienced by customers with wireless phones, the study also measures the network performance of tablets and mobile broadband devices. The study was fielded from December 2025 through May 2026.

For more information about the U.S. Wireless Network Quality Performance Study, visit https://www.jdpower.com/business/u-s-wireless-network-quality-study.

About JD Power

JD Power delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity. Using proprietary, comprehensive data–including millions of consumer interactions and authoritative automotive datasets–combined with advanced analytics, artificial intelligence and deep industry expertise, JD Power enables leaders to respond to market shifts, make smarter decisions and drive measurable performance improvements.

As an objective source of deep insight into real-world customer interactions with brands and products, JD Power provides the independent intelligence organizations need to anticipate change, strengthen customer engagement and advance growth. Learn more at JDPower.com.