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What's the Best Broadband ISP?

July 24, 2007 12:00 PM ET

No. 1: Verizon FiOS

If there's any doubt that the future of broadband is fiber optics, just take a look at the favorability ratings for connection speeds and reliability of Verizon FiOS. Connection reliability was rated excellent by a mind-boggling 86% of those who responded, with 10% rating it good. Similarly, download speed got a 79% excellent rating and a 14% good rating. Upload speed -- which, as with all broadband connections, is slower than download speed -- was rated 63% excellent and 29% good.

Verizon FiOS also rated at the top or tied for the top for customer support, technical support and e-mail. But those ratings are not dramatically better than for the second-place finishers in those categories. So it's clearly the reliability and speed of the FiOS connections that made Verizon FiOS customers give it top ratings for overall satisfaction (84% excellent and good combined) and value (78% excellent and good combined).

Overall Satisfaction
Overall Satisfaction  Excellent: 69%
 Good: 25%
 Average: 4%
 Poor: 0%
 Very poor: 2%
 Not applicable/
no opinion: 0%

Connection Reliability
Excellent   86%
Good   10%
Average   2%
Poor   2%
Very poor   0%
Not applicable/no opinion   0%

Download Speed
Excellent   79%
Good   14%
Average   6%
Poor   2%
Very poor   0%
Not applicable/no opinion   0%

Upload Speed
Excellent   63%
Good   29%
Average   6%
Poor   2%
Very poor   0%
Not applicable/no opinion   0%

Customer Service
Excellent   31%
Good   35%
Average   12%
Poor   6%
Very poor   6%
Not applicable/no opinion   10%

Technical Support
Excellent   22%
Good   43%
Average   10%
Poor   8%
Very poor   2%
Not applicable/no opinion   16%

E-mail Services
Excellent   37%
Good   29%
Average   12%
Poor   2%
Very poor   0%
Not applicable/no opinion   20%

Value (Price vs. Performance)
Excellent   43%
Good   35%
Average   22%
Poor   0%
Very poor   0%
Not applicable/no opinion   0%

Reader comments underscored the importance of connection speed and reliability to Verizon FiOS rankings. Said one, "Little or no downtime." Another added, "Upload and download tested speeds are faster than ISP claims" -- certainly the first time we've ever heard of a customer saying a broadband ISP delivered more than promised.



What's the Best Broadband ISP?





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