Broadband & Internet

Human agents exist but are buried behind multiple bot layers. Expect 20–40 min wait. Retention department is more effective than general support.

Easier to reach a human than most cable providers. Phone support is generally responsive, though waits can be long during peak hours.

Long waits and aggressive bot routing. Calling the DSL/fibre-specific line is faster than the main number.

Fios-specific support is more accessible than Verizon Wireless. Dedicated Fios line connects faster.

One of the more accessible cable ISPs for human support. Regional call centres respond within reasonable times.

Mediacom serves rural and suburban areas across the Midwest and Southeast. Human support is reachable but waits can be long during outages.

Optimum has long hold times and an aggressive automated system. Technical faults are handled reasonably but billing queries are a particular pain point.

Frontier has improved customer service significantly since its 2021 restructuring. Fiber-specific support is more accessible than legacy DSL support.

Starlink has no phone support. All support is app and ticket-based. Response times on support tickets can be days. There is no way to speak to a human.

CenturyLink (rebranding to Quantum Fiber) has phone support but long automated system trees and waits. Residential customers often report frustrating hold times of 30+ minutes.

Windstream serves rural and suburban US markets. Phone support exists but wait times are often long. Rural coverage means the support load on their phone lines is high.

WOW! (Wide Open West) is a regional cable/fibre provider. Customer service is generally better than national providers. Phone wait times average 10–15 minutes.

Google Fiber is widely praised as one of the best ISPs in the US for customer support. Agents are US-based, knowledgeable, and the phone line connects quickly without excessive automated system. Consistently ranks near the top of customer satisfaction surveys - a refreshing contrast to the major cable incumbents.

T-Mobile Home Internet uses the same support infrastructure as T-Mobile wireless. Agents are generally helpful but the shared automated system with the larger wireless business means wait times can stretch. Technical support quality is hit-or-miss depending on the agent.

Viasat provides satellite internet to rural US customers with limited alternatives. Support can be frustrating - long hold times, overseas agents with varying technical knowledge, and complex automated system trees. Resolving technical satellite issues often requires multiple calls.

HughesNet is the dominant satellite broadband provider in rural America. Support quality is widely criticised - long hold times, difficulty navigating the automated system, and overseas call centres can make resolving issues a test of patience. Often the only option for rural customers, which reduces competitive pressure to improve.

Breezeline is a regional cable and internet provider serving the US East Coast, formed from the merger of several smaller operators. Support is average - accessible enough but automated system can be clunky. Service areas include parts of Ohio, Pennsylvania, Maryland, and New England.