Customers are increasingly choosing wireless internet providers over wired internet providers, according to a new report — the J.D. Power 2025 U.S. Residential Internet Service Provider Study, released this week.
While both wireless and wireline providers have seen growth in sign-ups during the past half year, the report found the number of new customers — those who have been with their provider less than six months — grew 15% for wireless providers versus just 6% for wired providers.
Additionally, satisfaction remains higher for wireless internet, at 647 (on a 1,000-point scale) versus 554 for wired.
Among other findings of the wireless and wireline internet report:
- Among national providers, T-Mobile had the highest satisfaction for wireless internet customers for the second consecutive year, with a score of 663. The segment average is 647.
- Verizon topped wired internet (east region) for a 13th consecutive year, with a score of 578. The segment average is 541.
- AT&T was first for wired internet (north central region) with a score of 554 for a third consecutive year. Xfinity (551) ranks second.
- AT&T also topped wired internet (west region) for a fourth consecutive year, with a score of 561. Frontier Communications (546) ranks second and Spectrum (542) ranks third.
- GFiber was ranked first for wired internet (south region) for a third consecutive year, with a score of 703. AT&T (595) was second and Xfinity (587) third.
“The internet landscape is clearly evolving, with continued rising customer satisfaction and continued strong customer service performance in wireless service,” Carl Lepper, J.D. Power senior director of technology, media and telecom intelligence, said in a prepared statement about the report.
“The high satisfaction we are seeing in the wireless internet segment is attributed to internet speed, availability, and the hassle-free ability to start service, combined with a lower price. Additionally, with more provider options, customers are able to choose the service that best fits their lifestyle.”
Customers’ largest reason for dissatisfaction and the desire to switch providers relates to the quality of the service they receive, according to another recent report.
