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AT&T service ranks lowest; iPhone users don’t mind
December 1st, 2009, 3:44 pm · 28 Comments · posted by Tamara Chuang, a.k.a. The Gadgetress
Who’s got the best cell phone service in the U.S.? Hands down, it’s Verizon, according to readers of Consumer Reports.
The publication just issued its annual update on mobile service and once again ranked Verizon at the top nationwide for overall service, scoring 75 points out of 100. Second place T-Mobile scored 70.
But just because both companies did better than the others doesn’t mean everyone is happy with service. According to its survey of 50,000 readers, Consumer Reports said that only 54 percent were “completely or very satisfied” with service.
While still a majority, those aren’t very good numbers for any consumer-oriented business.
“Despite ‘smarter phones,’ more flexible plans, and faster wireless networks, cell service continues to be among the lower-rated of all the services that Consumer Reports evaluates,” the organization concluded in its January 2010 issue.
Ouch!
Even those consumers who were relatively satisfied with service had at least one major complaint. One in 5 said prices were too high.
For Orange County and Los Angeles area users, we’re getting similar treatment as the rest of the country. Unless you’re with AT&T. Los Angeles and Orange County readers rated AT&T at 60 points, the second lowest score AT&T received. The lowest score came from our siblings up north in San Francisco near the iPhone’s hometown, which rated AT&T an 59.
Nationwide, AT&T scored below average in every attribute (voice, customer support) except Web access and texting. Interestingly, such service issues didn’t seem to matter much to iPhone users. Consumer Reports said a “staggering 98 percent” of iPhone users would buy the phone again despite AT&T’s poor rating.
In our area, Verizon (at 75 points) was in the lead, followed by Sprint (69 points), T-Mobile (65 points) and AT&T (60 points). Click chart on right to enlarge and view ratings for the Los Angeles area.
Prepaid service, on the other hand, fared much better but only 3,257 readers used prepaid services. While the report cites Irvine’s Boost Mobile as attracting 1.5 million new customers during the first half of the year, Boost didn’t make it into the top-5 prepaid services. TracFone had the highest satisfaction score followed by prepaid options from T-Mobile, Virgin Mobile and Verizon.
Also missing: MetroPCS, an inexpensive prepaid service with lots of unlimited options. Consumer Reports said there was insufficient data to rank MetroPCS or another cheap service called Straight Talk, which is sold through Walmart. Straight Talk, it notes, uses the comprehensive Verizon network and it offers unlimited voice, message and Web for $45 per month.
The full report should be available later today at Consumer Reports web site. It will also be in the January 2010 issue. If anyone wants to see the report, let me know and I’ll e-mail it.
Recent stories about cell phone service:
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People complain to much. I’ve had Pac Bell Wireless – Cingular – AT&T and have not had any major issues. Where I have service my friends on verizon and sprint don’ dont and vice versa. Proud iPhone 2G owner.
I’ve had Sprint since early 2001 with no derogatory issues whatsoever. Their customer service has always treated me well. In fact they gave me a credit for one month service once simply because I asked. Now that I’ve been laid off, I think I’ll ask again
That’s just plain stupid. I will never by stock in Sprint for that reason alone. What kind of business plan gives away something just because?
I have had Verizon since I literally threw my Cingular phone into a wall at UCI in 2003. I will never go back to AT&T no matter what kind of phone they get, and I am a huge technology lover.
AT&T was the worst service I have ever had. I can’t believe in the 21st century they can’t figure out how to switch a phone between towers. Verizon is expensive, but having a business requires service and that’s something Verizon provides. I can’t wait till the exclusivity deal ends with Apple next year. Any update on that gagetress??
Not going to happen. Apple choose AT&T because of its use of GSM- the global standard. It was easier to cross market the iPhone without having to build it from the ground up.
verizon has the 4G platfor, and I have heard that the people that waited, waited, and waited are the most unhappy of the dempgrphic of owners of the iPhone that swiched from a better carrier. The best is going to be when the phone DOES come to Verizon, and all the Yokels on ATT will be begging to end their contract!
Latest is one analyst who believes Verizon + iPhone is not happening in 2010, Instead, oddly, he believes T-Mobile or Sprint could are more likely to carry it first: ‘Complicated’ Verizon iPhone deal said to be unlikely in 2010 (from Apple Insider)
Why am I not surprised…each has their good spots and bad spots. You can’t please everyone. The good old days of basic phone service are history with all these data hogging smartphones. It’s all about the bandwidth.
Biased. I was a Verizon customer. Happy with ATT.
I’m the complete opposite. Had AT&T for four years and it was terrible. Cancelled with them (they couldn’t care less) about seven years ago and got set up with Verizon, and I have been very happy ever since.
It should be 0%. All American cellphone carriers are by far and large terrible compared to their international counterparts. Our networks lag far behind Europe and Asia’s (who’s 3G radios run on different frequencies so we can’t use their phones and still have 3G), and we pay far more than most nations do.
totally agree…the philippines, which is 3rd world, has better networks than what we have here…and you can get better phones over there…and cheaper too…
I have to say T-Mobile is by far the BEST out there. BY FAR! Although I would have to say Verizon carries cuter phones.
T-Mobile buys blocks of time from AT&T. T-Mobile didn’t just show up at the party and put up an multi million dollar infrastructure.
Not anymore. T-Mobile has wholly owned the legacy Cingular joint venture network for a few years now. Cingular assumed the AT&T network due to the vast amount of 850 and 1900MHz spectrum that they had. T-Mo now runs 1900 in addition to the 1700/2100MHz for their UMTS 3G network.
you’ve gotta be kidding me. I’ve had all four: T-mobile, Verizon, AT&T, and Sprint. T-mobile far and away had the worst coverage (if you enjoy 0 bars and a dead battery, T-mobile is the way to go). though AT&T isn’t far behind as far as spotty coverage goes.
the only two providers where I’ve never been able to get a signal in my own house: AT&T (as Cingular) and T-mobile.
I can always tell when I’m talking to someone on an iphone.
It’s your boss?
I had verizon for 10 years. Can’t remember one dropped call… the service was phenomenal. I switched to ATT two years ago for the Iphone, and much like others, love the phone but hate the service. A large amount of dropped calls, cutting in and out, and spotty 3G. Verizon’s biggest mistake was not securing the Iphone deal. ATT has given the US a lackluster Iphone experience. I’d switch back in a second if Verizon picked up the Iphone deal.
There all better then cable TV. But there sales people lack knowledge.
I started with Cingular until they were taken over by AT & T. The connection and drop calls went from bad to worst. I had Verizon ever since and I got good connection in the whole country and never had a drop call from my phone, it waa the other party’s AT & T or Sprint.
I am not a gadget fan so I don’t care if Verizon phones are the ugliest. The only negative part is their service are expensive. However, they did give me lots of extra free minutes when I asked them.
I had TMobile for years. I moved, literally, across the street from where I previously lived, and no longer got service. So, I switched to Verizon and I couldn’t be more satisfied. I LOVE my phone, I love the features, and the service is phenomenal. No dropped calls, no static, and the customer service is excellent. I am a very happy customer and would recommend Verizon to anyone.
And listen to the Apple fan bois who worship under Steve Jobs nut sack and defend their phone and carrier.
GOT A BETTER DEAL THAN ANY HERE MENTIONED. Service may be great, but I also need thrift, like the majority of the readers polled by Consumer Reports, I feel the big phone companies are gouging us and in this stalled economy I just can’t afford it.
Went shopping at my local Walmart and found the STRAIGHTALK. It’s a pre-paid cell at a steal! $45 a month for unlimited text, talk and web access. Plus, no need for a contract. Just pay as you go.
WHERE’S THE DEAL? Verizon sublets its network to STRAIGHTALK. So I get the same service I had with my old Verizon contract but I now save $100 a month!!! That’s a savings of $1,200 a year!!!
Can’t hook an iPhone to a STRAIGHTALK service (NOT YET) but I’m not looking for a pocket laptop… just a decent cell phone that fits my needs and saves me money.
If they are complaining about AT&T they don’t have an iPhone. It’s a better “Radio” it gets better coverage and range. It is a computer though and they do have glitches that other phones do not have. A small price to have an all in one tool with you at all times. The only reasons I left Verizon was 1. The iPhone and 2. The international connectivity. Once you get AT&T to activate your phone and it works, you may not have to deal with their crappy service, and is yes, it is crappy! That is the down side of an iPhone so far it only comes with AT&T. I hope that moron at Verizon got SOOOO FIRED for turning Apple down when they asked them first.
So, for the longest time I had AT&T and for some unexplainable reason they always got my monthly billmessed up. Calling them every mnth to iron ut the details became a nightmare, so when my contract expired, I left. In the summer I got the new Straight Talk Unlimited plan which costs me only $45 a month and I get everything + much more than what I was getting with AT&T. STRAIGHT TALK gives me unlimited calls, unlimited text, unlimited web access and none of the headaches. They signal is on Verizon, so I’ve had awesome service so far. It’s a TracFone plan which is great becuase they rank among the top for their excellent customer service. Go Straight Talk!!
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I think you buried the lead! Straight Talk is just an amazing deal.
I was skeptical at first but everything I heard about it is true.
No more crappy coverage from AT+T. The Verizon network is solid and I haven’t dropped a call yet.
I think $45 a month is awesome and I got a very nice Samsung phone with a qwerty keyboard so texting and web surfing is easy too.
I’m saving hundreds of dollars a year now so it’s pretty awesome.
I have had ATT< Cingular, and 5 iphones. 1st generation to 3gS, I have had verizon, TV,Fios,phone, cell phone. Verizon is the worst, Fios is always going down. Tried the Droid, the iPhone killer, it is the worst phone i ever had. My wife even went back to iPhone after the Droid. iPhone is a computer, not the best phone, but i use it for Kindle, stocks, email, text, etc. nothing compares to the applications.
I have not had reception problems, even in the mountains during a snow storm.
all you have to do is learn to reboot the phone, like any computer, and your set
For me I’m very disappointed with AT&T. Their customer service matches their cell service. Horrible.
For me, the iPhone would be the last phone I would buy (except to upgrade to a newer version). It has the apps I need to run my business, easy to use menus, and it’s great for downtime.
As you wrote: “Interestingly, such service issues didn’t seem to matter much to iPhone users. Consumer Reports said a “staggering 98 percent” of iPhone users would buy the phone again despite AT&T’s poor rating.”
It matters hugely. it’s this perception that allows AT&T to “screw over” the iPhone users. We care, we just don’t have a viable option to take our phones elsewhere. We want our cake and to eat it too.