Best and Worst US Telecom Companies Based on Customer Reviews

Through cell phones, home internet, and other services offered by US telecommunications companies, Americans have options on how to connect for work and personal business. 

But not all telecom companies are created – or treat their customers – equally. Consumer issues with US telecommunications companies are common, so we dug into the customer reviews to learn more. Below we outline the best and the worst US telecom companies based on telecommunications companies reviews. 

Key Insights

• The US telecom market is highly competitive, with AT&T and Verizon as the primary network operators.
• Among US telecommunications companies, the largest number of claimed losses were reported by customers of Xfinity, AT&T and Dish Network – $7.9M, $5.5M, and $3.3M respectively.
• Spectrum and DirecTV had the lowest number of claimed losses at $2.1M and $2.2M, respectively. 
• Xfinity and DirecTV customers reported the highest number of resolved issues among telecom providers, while CenturyLink and Dish Network had the lowest.

8. CenturyLink: “Very PoorHorrible Customer Service”

Number of CenturyLink reviews – 4.1K

CenturyLink rating* – 1.5 ⭐⭐

Resolved issues – 26

CenturyLink offers residential and commercial home internet service, including bundled options for TV and phone use. They also provide some fiber internet in select areas. Despite a relatively wide range of services, some clients are not happy. What do CenturyLink reviews reveal? 

CenturyLink rating

Is CenturyLink one of the worst US telecom providers? More than 4,100 customer reviews have given CenturyLink a rating of 1.5 out of 5 stars. Nine percent of calls to the company are successful, and 26 issues have been resolved as of the date of writing this article. 

Overall, according to CenturyLink complaints, only 2% of users would recommend the company to a friend or colleague. In fact, CenturyLink customer service is rated at 1.2 out of a possible five stars, cementing the spot on our list of the US telecom companies from worst to best.

Top concerns highlighted in CenturyLink reviews

In the CenturyLink reviews, customers complain about poor quality of the provider as well as poor technical service. They have found that the company offers promises of help but doesn’t follow through. They also note that it is challenging to reach someone when customers call. 

One CenturyLink customer finally got their issue resolved

After calling at least 5 different numbers and getting only automated systems, I finally called the CenturyLink Sales number.

They were able to speak to a person about canceling an appointment. Though the company "fixed the issue" and the reviewer "was provided with appology," they believe that the company has “VERY POOR CUSTOMER SERVICE.”

This sentiment about CenturyLink possibly being one of the worst US telecom providers by another customer in review #5866340, who claims 

…you have to wait two hours to speak with someone. They encourage you to text them or use chat support, but then also, you have to wait an hour or so…

This reviewer notes CenturyLink is “the worst company I’ve dealt with.”

7. AT&T: “…Have Now Implemented AI to Attend to You…This Has Created a Whole New Level of Frustration”

Number of AT&T reviews – 7.2K

AT&T rating* – 1.6 ⭐⭐

Resolved issues – 44

AT&T is one of the largest telecom providers in the United States, but it may not be one of the best companies considering claimed losses. What do AT&T reviews reveal about this US telecom company? 

AT&T rating

With more than 7,200 AT&T reviews, the company is near the top of our list of worst US telecom providers. The collection of telecommunications companies reviews about AT&T has left the provider with a rating of 1.6 out of a possible 5 stars, and 18% of customers would recommend it to a colleague or friend. Additionally, the rating for AT&T customer service is only 1.3 stars, and just 9% of customer complaints have been resolved. 

Top concerns highlighted in AT&T reviews

There are many AT&T complaints about customer service and wasting customer's time. There are also complaints of not holding to their promises as a company and no or contradictory communication.

In a video review #2374792, one customer claims AT&T is “the worst phone provider Ive ever seen.” When they tried to contact AT&T customer service, they 

been trying to speak with a manager for over 3 hours and Ive had 3 people hang up on me.. one after she laughed in my face.

Then, they advised others not to work with the company “unless you want to deal with a lot of stress.”

The bad feelings continue among other AT&T reviewers. In one of the complaints, another customer noted

If you thought customer service was hard to reach before, they have now implemented AI to attend to you... This has created a whole new level of frustration...

This led to a situation in which a customer “spent an infinite amount of time” attempting to reach a live agent and discuss the issue with bills. 

6. Comcast: “Weeks of Screen Freeze Ups and Pixelation” 

Number of Comcast reviews – 7K

Comcast rating* – 1.7 ⭐⭐

Resolved issues – 40

Customers have questions about Comcast vs. Xfinity, trying to understand the difference between them and their offers. Also, online reviews highlight various opinions about Comcast itself. What do Comcast reviews reveal about the telecom company? 

Comcast rating

The current Comcast rating is 1.7 stars out of a possible 5. This is based on more than 7,000 Comcast reviews. The provider has only resolved 40 issues, and only 13% of calls have been successful as of this article's writing date. With a Comcast customer service rating of only 1.4 out of a possible five stars, it is not going near the top of our list of US telecom companies from worst to best. Only 23% of customers are willing to recommend the company to a friend or colleague. 

Top concerns highlighted in Comcast reviews

Among the top Comcast complaints, customers describe a lack of real customer support and rude employees. They also note employees have a lack of accountability and are poorly trained.

In one review, a customer noted that his favorite channel provided by Comcast is “constantly plagued with audio and visual hiccups, pixelation, and complete screen freeze-ups." Then they continued by saying

Hours of frustrating customer support calls never fix the problem…Dealing with customer support is a time-consuming experience full of frustration and aggravation.

This is supported by another frustrated Comcast customer who claims that after five days of non-working TV in their campground and delays in repairs, "Comcast should be fixing it faster than they are." As a result of poor issue resolution, customers were ready to switch to another provider.

5. Dish Network: “Four Days of Hold Over Two Hours and One of Four”

Number of Dish Network reviews – 4.9K

Dish Network rating* – 1.7 ⭐⭐

Resolved issues – 36

Dish Network is one of the primary competitors for satellite TV services in the United States. Customer feedback places the company in the middle of the pack of our best and worst telecommunication companies in the US. So, what do Dish Network reviews reveal about this telecom provider? 

Dish Network rating

More than 4,990 Dish Network reviews have created a 1.7-star rating for the company. Only 7% of the 13.6K calls to the company were successful, resulting in the resolution of only 36 issues so far. The Dish Network customer service rating is 1.4 out of five stars. Only 12% of users would likely recommend Dish Network to others. 

Top concerns highlighted in Dish Network reviews 

Dish Network complaints outline several issues with the company, including poor customer service and what some customers describe as a “breech of contract.” Other customers complain about a locked contract, bad service, and “worse” customer service. 

One customer complained that 

DISH misrepresented by saying we had to upgrade equipment or we would loose service. THIS IS NOT TRUE at all and caused an additional 24 mth commitment.

This sentiment was echoed succinctly when another customer stated in review #4447773, “No service and none show up for service call.” They stated:

I have spent 4 days of my time trying to get in touch, only to wait on hold.

4. Verizon: “Horrible Billing Practices and Customer Service”

Number of Verizon reviews – 3.8K

Verizon rating* – 1.7 ⭐⭐

Resolved issues – 39

Verizon, one of the biggest telecom companies, sits solidly in the middle of our list of best US telecom companies. What insights do Verizon reviews offer about the US telecom company?

Verizon rating

More than 3,800 reviews have created a Verizon rating of 1.7 stars out of 5. According to Verizon reviews, only 5% of calls to the company are successful, and only 39 issues have been resolved so far. Complaints about customer service have given that department a 1.4 out of 5-star rating, and only 21% of customers would recommend the company to a friend or colleague. 

Top concerns highlighted in Verizon reviews

According to Verizon reviews, customers are concerned about billing practices, contracts, and poor service from the provider. Some customers claim service has gotten worse over the years and that they have "terrible coverage" or "bad connections."

In their  video review, one customer complained that despite being assured by an agent that their service wouldn't be disconnected, a phone was cut off during a shared car ride, leading to multiple frustrating interactions with billing and customer service:

No attempt to save or remedy [after canceling 2 out of 4 services]. Perfect reflection of the lack of customer service that I was reporting.

 3. DirecTV: “Unfair Practices”​

Number of DirecTV reviews – 14K

DirecTV rating* – 1.7 ⭐⭐

Resolved issues – 59

Moving higher in the rankings, DirecTV offers various digital satellite services to its customers. Do users consider it one of the worst US telecom providers or the best one? What insights do DirecTV reviews offer about the company?

DirecTV rating

With over 14,000 reviews, DirecTV's rating stands at 1.7 out of 5 stars, while its customer service earned 1.4 stars. Of the 9,800 calls made to the company through our site, only 19% have been satisfactory, and 59 issues have been resolved. Customers have lost more than $2.2 million, and only 26% of users would recommend the service to others. 

Top concerns highlighted in DirecTV reviews

According to DirecTV complaints, customers are concerned about terrible service and poor customer support. They claim the company needs better communication and needs to be more responsive. Others state the telecom provider doesn't honor their word or that they are not friendly to users.

In one of DirecTV complaints, one customer said they called to cancel their service during the weekend but were told to call back on Monday, which lately turned out to be the first day of a new billing cycle. Despite their long-standing loyalty and timely payments, the company insisted on charging $200 for another month of service. The reviewer feels:

When you want to leave their services, they will work to take as much money from you as they can, due to their Policy.

Another customer echoed these sentiments review #5712184 when they explained that 

The last three years was a constant fight because every three months my cost would go up. I would be told a promotion ended even though I wasnt under a promotion deal.

They ultimately "canceled my service" and feel the "reps with DirecTV are nothing but scammers." 

2. Xfinity: “They Are Rude, Dismissive and Will Be Quick to Send You Over to a Different Agent”

Number of Xfinity reviews – 12.1K

Xfinity rating* – 1.9 ⭐⭐

Resolved issues – 98

Another major player in the US telecom market, Xfinity, offers various connectivity packages for internet and television services. What insights do Xfinity reviews reveal about the telecom company? 

Xfinity rating

The company has a 1.9-star rating and more than 12,100 customer reviews. The Xfinity customer service rating is slightly lower at 1.7 out of a possible 5 stars. 11% of calls to the company are successful, and 98 issues have been resolved as of the date of writing this article. Currently, 24% of customers would recommend the company to a friend or colleague.

Top concerns highlighted in Xfinity reviews

According to thousands of Xfinity complaints, customers are frustrated about customer service issues, including problems that never get resolved. Customers also note that the company provides expensive and unreliable support and that agents are rude or terrible when you speak with them. 

One customer complained, "Xfinity has become an obsolete money hungry company." According to their review, when they tried bundling services, they were immediately

faced with a near double priced statement, and when I called customer service I wasn't always able to talk to a live agent…They are rude, dismissive and will be quick to send you over to a different agent.

Not everyone feels this way, however. Another customer explained that when they called customer service to change plans, their agent was "personable and kind throughout the call."

1.Spectrum: “False Advertising, Unethical Sales Practices”

Number of Spectrum reviews – 3.8K

Spectrum rating* – 2.0 ⭐⭐

Resolved issues – 49

Spectrum is at the top of the best US telecom companies on our list, from worst to best, offering consumer commercial internet, television, phone, and wireless services. Are consumers satisfied with everything? Let’s find out what Spectrum reviews reveal about it.

Spectrum rating

The Spectrum rating of 2.0 out of 5 stars is higher than any other provider on our list of US telecom companies from worst to best. The rating is based on more than 3,800 Spectrum reviews. 19% of calls to the company are successful and 43% of customers would recommend Spectrum to a friend or colleague, again placing it at the top of the list based on customer feedback.

Top concerns highlighted in Spectrum reviews

According to the various Spectrum complaints, some customers still mention poor customer service and a lack of accountability. They also claim the pay rate fluctuates, and false advertising can happen. They also note frequent outages and slowdowns, issues with overbilling, and reconnection problems. Some consumers also claim the service is getting worse.

One customer explained that they thought they had “snagged a great deal” when they signed up for bundled service and were assured they “could cancel it…if he wasn’t satisfied.” But when they tried to discuss a deposit, they were charged for upgrades and additional fees. This made the customer “feel as if I were in the wrong for bringing up these issues.” 

How to Choose the Right Telecommunication Company

There are many options out there when it comes to internet, TV, and phone service. Finding the right telecom company can be a challenge. When you’re ready to make a switch, consider the following tips.

• Find the options in your area. There are many telecom providers, but not all offer service in every area. Ask your neighbors to check your options. 
• Read the fine print. Bundles and special offers sound great but often come with fees. Be sure to read the fine print.
• Check for contract length. Companies may charge you a fee if you break a lengthy contract. Be sure to check for any contract length and terms before signing up for a new service.
• Shop around. Don’t be afraid to jump on telecom providers to find the best deal for the service that you need. There is often little reward for loyalty for telecom companies in a competitive market.

• Read the reviews. You can benefit from the wisdom of others who have worked with that company before. Read reviews to learn more about how the company operates with real customers. 

Finding Success with Your Telecom Provider

Ultimately, many customers often need to swap providers until they find the proper service for their needs. Every company has pros and cons; you need to find the right balance, plan, and features for your specific needs. Feedback from others can help guide your decisions, and you can help others by sharing your experience with your telecom company. You may write a review and get insights for current or potential telecom customers. 

*Disclaimer: Ranking and statistics are based on our users’ review texts and Pissed Consumer posters’ reviews. Also, a company’s rating is calculated using a mathematical algorithm that evaluates the information in the profile, including users’ rating, the number of resolved issues, the number of company’s responses, etc. The algorithm is subject to change in the future.