JD Power: Internet Provider Satisfaction Now Goes Beyond Network Quality

T-Mobile, Verizon, GFiber (Google Fiber) and AT&T Rank Highest in Respective Segments

• Wireless Internet continues to outperform wired internet in customer satisfaction
• Digital tools are driving improvements in both wired and wireless internet satisfaction
• Wired internet value for price paid satisfaction continues to increase

TROY, Mich.--(BUSINESS WIRE)--Reliable connectivity is now a baseline expectation rather than a defining competitive advantage for residential internet providers, according to the JD Power 2026 U.S. Internet Service Provider Satisfaction Study.^SM Wireless internet service continues to lead wired internet in overall satisfaction, 645 to 560 on a 1,000-point scale, but the gap narrowed by 8 points in 2026, as wired providers improved customers’ ratings of digital tools and value for price paid.

“The wired internet market appears to be entering a new phase of competition,” said Carl Lepper, senior director of the TMT and Utilities Practice at JD Power. "Stable internet service is no longer a differentiator. It’s a basic expectation. What increasingly separates providers is their ability to deliver value, build trust, and create seamless digital experiences. This year’s study shows wired providers continue to close the satisfaction gap with wireless, driven by improvements in value and digital tools. At the same time, wireless providers maintain an advantage by delivering a simpler customer experience and stronger perceptions of affordability.”

The following are additional findings of the study:

• Wireless leads in value: 2026 data shows 70% of wireless customers agree their plan is affordable, compared to 55% of wired internet customers. The average monthly cost for wired internet remains $84, while wireless internet has increased to $77.
• Digital tool satisfaction gap: More than 80% of customers resolved issues without any challenges on provider websites and satisfaction for these wireless customers is 710 versus 625 for wired. When complications arose during the resolution process, wireless satisfaction dropped 96 points to 614, while wired satisfaction fell 167 points to 458, underscoring that digital tool reliability is imperative.
• App problem resolution reigns supreme: App usage for problem resolution remains low, with only 28% of wired and 38% of wireless using the app and 37% using phone support. Study data shows that 85% of wired and 90% of wireless internet customers using the app resolve their issue on first contact, compared with over 67% and 69% respectively, for phone support, highlighting the app’s potential. Internet providers must do more to drive customers toward the more effective digital channel.

Study Rankings

T-Mobile ranks highest in the national wireless internet segment for a 3^rd consecutive year, with a score of 659. The segment average is 645.

Verizon ranks highest in the wired internet—east region for a 14^th consecutive year, with a score of 592. Cox Communications (549) ranks second, followed by Frontier Communications (542).

AT&T ranks highest in the wired internet—north central region for a 4^th consecutive year, with a score of 578. Xfinity (558) ranks second. The segment average is 553.

GFiber (Google Fiber) ranks highest in the wired internet—south region for a 4^th consecutive year, with a score of 707. AT&T (611) ranks second and Frontier Communications (604) ranks third.

AT&T ranks highest in the wired internet—west region for a 5^th consecutive year, with a score of 595. Frontier Communications (567) ranks second and CenturyLink and Spectrum (545) rank third in a tie.

To view the complete visual rankings for each region, visit: http://www.jdpower.com/pr-id/2026101.

The 2026 U.S. Residential Internet Service Provider Satisfaction Study is based on responses from 31,548 customers that currently have internet service with a provider included in the study. The study measures overall satisfaction with internet service providers based on seven dimensions: consistently delivering high-quality service; value for price paid; ease of doing business; level of trust with provider; people; digital tools; and resolving problems or complaints. The study was fielded from August 2025 through August 2026.

For more information about the U.S. Residential Internet Service Provider Satisfaction Study, visit https://www.jdpower.com/business/u-s-residential-internet-service-provider-satisfaction-study/.

About JD Power

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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.