J.D. Power: Wireless Network Keeping Up With Demand, Customer Problems Decline

TROY–With the increase of 5G phones and network technology, wireless customers are experiencing fewer problems, according to the recently released J.D. Power 2024 U.S. Wireless Network Quality Performance Study Volume 2.

The reduction of problems has led to improved consumer perception of reliability and increased network quality satisfaction, the study found.

“Despite a very public wireless service outage earlier this year, overall problems—especially loading speeds—have decreased,” said Carl Lepper, senior director of technology, media and telecom at J.D. Power. “A focus on mid-band spectrum for 5G by the industry has lowered latency through balancing speed and coverage, resulting in a better experience for mobile phone users.”

Study Results

Verizon Wireless ranks highest in the Mid-Atlantic region with a score of 8 problems per 100 connections (PP100). AT&T ranks second with 9 PP100.

UScellular and Verizon Wireless rank highest in a tie in the North Central region with 8 PP100, followed by T-Mobile with 9 PP100.

Verizon Wireless ranks highest in the Northeast region with a score of 7 PP100. The region average is 9 PP100.

Verizon Wireless ranks highest in the Southeast region with 8 PP100, followed by T-Mobile with 9 PP100.

AT&T, T-Mobile and Verizon Wireless rank highest in a tie in the Southwest region with a score of 10 PP100.

Verizon Wireless ranks highest in the West region with a score of 9 PP100. AT&T and T-Mobile rank second in a tie with 10 PP100.

See the rank charts for each region at http://www.jdpower.com/pr-id/2024068.

The 2024 U.S. Wireless Network Quality Performance Study—Volume 2 is based on responses from 25,597 wireless customers. Carrier performance is examined in six regions: Mid-Atlantic, North Central, Northeast, Southeast, Southwest and West. In addition to evaluating the network quality experienced by customers with wireless phones, the study also measures the network performance of tablets and mobile broadband devices. The study was fielded from January through June 2024.

For more information about the U.S. Wireless Network Quality Performance Study, visit
https://www.jdpower.com/business/resource/jd-power-wireless-network-quality-performance-study.