An alarming 84% of American internet customers said the price they paid for the internet or related service rose last year, and 59% say they felt misled by the pricing or terms of their plan, according to Review.org’s recent Consumer Trust Survey. The survey polled 1,001 Americans about their internet service.
The survey found that 43% reported that the cost of their internet service increased the most compared to other home services — an average increase of $20.78 per month. Almost 75% of those surveyed canceled, downgraded, or considered switching internet providers.
More than half — 53% — of respondents said they were most surprised by hidden fees. That was followed by surprises related to taxes and regulatory fees (41%), service fees with no clear explanation (36%), price increases after a promotion ends (31%), and equipment rental fees (23%).
Respondents were asked which provider practices frustrated them the most. The top culprit was hidden fees at 53%. That was followed by price hikes after a promotional period (39%), slow speeds (33%), lack of price transparency (26%), and poor customer service (23%).
Sixty-three percent of respondents said that lower monthly costs would improve their level of satisfaction. That was followed by faster speeds (39%), transparent pricing (31%), and locked in price guarantees (30%).
Among those who canceled or downgraded, the majority — at 46% — canceled streaming services. That was followed by cancellation of home internet (38%) and cancelation of cable or satellite TV (36%).
Reviews.org pointed out that only 19% of respondents are aware of broadband consumer labels, about the same as the 20% who were aware in last year’s internet survey. Their press release also noted that these labels often are in obscure places such as dropdown menus.
Late last year, CableTV.com’s 2025 Internet Customer Satisfaction Awards found that the top ten providers were Starlink, Google Fiber, T-Mobile, Xfinity, Verizon, Metronet, Armstrong, AT&T, Spectrum, and Sparklight.
