ISP Customer Satisfaction Rankings 2026
By SpeedTestHQ Research · Updated April 27, 2026
Which ISPs have the happiest — and most frustrated — customers? This report ranks major US internet providers by JD Power scores, ACSI scores, complaint rates, and the most common customer grievances. Updated 2026-04-27.
Customer satisfaction rankings
| ISP | JD Power Score | ACSI Score | Complaint Rate | Top Complaint | Overall Verdict |
|---|---|---|---|---|---|
| Google Fiber | 88 | 82 | Low | Limited availability | Best satisfaction |
| Verizon Fios | 84 | 77 | Low | Price increases after promo | Excellent service |
| AT&T Fiber | 79 | 71 | Medium | Equipment return process | Good service |
| Frontier Fiber | 76 | 68 | Medium | Installation wait times | Improving rapidly |
| T-Mobile Home | 78 | 72 | Low | Speed variability | Best no-contract option |
| Cox | 72 | 65 | Medium | Peak-hour speed drops | Average |
| Spectrum | 68 | 62 | Medium | Modem rental fees | Below average |
| Optimum | 64 | 58 | High | Billing errors | Below average |
| Xfinity | 60 | 55 | High | Data cap overage fees | Poor satisfaction |
| CenturyLink | 65 | 60 | Medium | DSL speed gaps vs advertised | Average |
| Starlink | 74 | 70 | Low | Price increases, hardware cost | Good for rural |
| HughesNet | 52 | 48 | High | Data caps and latency | Lowest satisfaction |
Key findings
- Google Fiber leads all ISPs with a JD Power score of 88: Google Fiber consistently tops satisfaction surveys because its fiber network delivers on its speed promises, its pricing is transparent with no contracts or data caps, and its customer service has shorter wait times than cable incumbents.
- HughesNet ranks last at 52: Data caps, overage fees, and promotional pricing that resets after 12 months are the primary drivers of customer dissatisfaction. Xfinity's $10–35/month overage fees for exceeding the 1.2 TB monthly cap are a common complaint trigger.
- Cable ISPs dominate the bottom of satisfaction rankings: All three major cable providers (Xfinity, Spectrum, Optimum) score below 70 on JD Power's 100-point scale. The structural factors — data caps, peak-hour congestion, opaque billing — are inherent to the cable business model.
- Fiber ISPs score 10–30 points higher than cable: The gap between Google Fiber (88) and Xfinity (60) reflects real differences in network architecture, pricing transparency, and service reliability — not just brand perception.
Why do people hate their ISPs?
The most common ISP complaints, in order of frequency: billing issues (unexpected charges, price increases after promotional period, data cap overage fees), speed performance (actual speeds significantly below advertised speeds, especially during peak hours), customer service (long wait times, difficulty reaching a human, unresolved technical issues), and equipment fees (mandatory modem rental fees of $10–15/month when customers could buy their own for $60–120).
How to avoid ISP frustration
Buy your own modem and router (saves $120–180/year on equipment rental). Set a calendar reminder for when your promotional rate expires and negotiate or switch before the price increase. If you exceed data caps regularly, either upgrade to unlimited or switch to a provider with no caps. Document speed test results over time — if performance degrades, you have evidence to present when requesting a service credit.
Methodology
JD Power scores are from the 2025 US Residential Internet Service Provider Satisfaction Study (100-point scale). ACSI scores are from the American Customer Satisfaction Index's 2025 Subscription Internet Service report (100-point scale). Complaint rates are based on FCC Consumer Complaint Database filings per 100,000 subscribers. Updated April 2026.
Frequently Asked Questions
Which ISP has the highest customer satisfaction rating?
Google Fiber leads all ISPs with a JD Power score of 88 and an ACSI score of 82 — the highest in both surveys. Verizon Fios follows with 84 (JD Power) and 77 (ACSI). Both are fiber providers with transparent pricing, no data caps, and no contracts, which are the primary drivers of high satisfaction relative to cable competitors.
Why do cable ISPs rank so low in customer satisfaction?
All three major cable providers score below 70 on JD Power's 100-point scale: Xfinity (60), Spectrum (68), and Optimum (64). The structural causes are data cap overage fees (Xfinity's 1.2 TB cap can trigger $10–35/month in extra charges), modem rental fees, peak-hour speed drops, and billing errors. These issues are inherent to the cable business model and not easily resolved without switching technology.
Is HughesNet really the worst-rated ISP?
Yes — HughesNet scores 52 on JD Power and 48 on ACSI, the lowest of any major ISP. Data caps, high latency (GEO satellite adds 600 ms), and a mandatory 24-month contract drive the dissatisfaction. Many subscribers are rural customers who have no alternative, which compounds frustration when performance doesn't meet expectations set by the marketing materials.
How can I avoid the most common ISP complaints?
Buy your own compatible modem and router to eliminate the $10–15/month rental fee (saving $120–180/year). Set a calendar reminder before your promotional rate expires to negotiate or switch providers. If you regularly exceed data caps, either upgrade to an unlimited plan or switch to a fiber ISP — AT&T Fiber, Verizon Fios, and Google Fiber all offer unlimited data. Document speed test results over time so you have evidence if performance degrades.