This Cellphone Carrier Has the Worst Network Quality, Customers Say

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Looking for a new cellphone carrier? If you want the best network quality, you might want to avoid T-Mobile.

However, chances are good that buying a plan from T-Mobile will result in the most satisfying purchase experience of the major carriers.

Those are the findings of recent rankings from J.D. Power.

The 2022 U.S. Wireless Network Quality Performance Study — based on responses from 28,041 wireless customers nationwide — found that T-Mobile consistently offered the worst wireless network quality.

In five of six U.S. regions, T-Mobile has the most network quality problems per 100 connections in terms of call, messaging and data services, J.D. Power says.

In the sixth region (the Southwest), T-Mobile scored slightly better than AT&T for the most network quality problems.

At the other end of this spectrum is Verizon Wireless. In all six regions, the carrier had the fewest network quality problems per 100 connections. However, in one of those regions (the Southwest), AT&T tied with Verizon for the top spot.

In a separate J.D. Power study, the 2021 U.S. Wireless Purchase Experience Mobile Network Operator Performance Study, T-Mobile actually ranked highest of the major carriers.

Verizon took worst in class honors in this study.

The overall customer satisfaction scores for the full-service carriers for purchase experience are:

  • T-Mobile: 808 out of 1,000 points
  • AT&T: 778
  • Verizon: 755

In a related J.D. Power study, Metro by T-Mobile and Spectrum Mobile topped the “purchase experience” list among noncontract full-service carriers with scores of 816, while Consumer Cellular finished first among noncontract value carriers with a score of 865.

The purchase-experience rankings were based on feedback from 10,952 customers.

J.D. Power notes that customers are especially likely to have a good experience when they have “a store representative take the time to explain network coverage.”

How to find the best cellphone carrier

If the J.D. Power rankings have you thinking it might be time for a new carrier — and in truth, it’s always a good idea to comparison shop — stop by Money Talks News’ Solutions Center and use the phone and plan comparison tool.

WhistleOut — a Money Talks News partner — also provides information about how to find a great cellphone plan at the best price. For more, check out:

Which cellphone provider do you use? Tell us what you love — or hate — about your carrier in comments below or on our Facebook page.