The increased use of wireless networks has led to an uptick in problems from nine per 100 uses in the first half of 2024 to 11 per 100 uses, according to a new J.D. Power study.
The 2025 U.S. Wireless Network Quality Performance Study, Volume 1 found that Gen X and Gen Y subscribers use phones an average of eight hours every two days. Most of the use is for streaming, gaming or browsing.
Overall, use of devices has increased 40 minutes compared to the first half of last year.
“Streaming has become ubiquitous and is straining networks,” Carl Lepper, J.D. Power’s senior director of technology, media and telecom, said in a press release.
“Network quality is a critical factor in the customer journey, specifically the second highest reason why they choose to leave their carrier and join another, behind price. As we have been experiencing this generational trend of increased usage, especially for streaming, gaming, and browsing, networks need to prioritize network quality.”
The wireless study look at the level of problems for carriers in six regions:
- North Central: UScellular (9 problems per 100 uses), Verizon Wireless (10), AT&T (11), and T-Mobile (11). The regional average was 10.
- Mid-Atlantic: Verizon Wireless (9), T-Mobile (11), and AT&T (12). The regional average was 10.
- Northeast: Verizon Wireless (9), AT&T (11), and T-Mobile (11). The regional average was 10.
- Southeast: T-Mobile (11), AT&T (12), and Verizon Wireless (12). The regional average was 12.
- Southwest: AT&T (10), Verizon Wireless (10), and T-Mobile (11). The regional average was 11.
- West: Verizon Wireless (10), AT&T (11), and T-Mobile (11). The regional average was 11.
Last October, the J.D. Power 2024 U.S. Business Wireless Satisfaction Study found that small and large businesses found T-Mobile to have the best prices for the services received.
Earlier in the spring, the firm found that customer satisfaction for fixed wireless access (FWA) based on 5G outpaced fiber, cable broadband, DSL and fixed wireless based on 4G LTE.
