Consumer Reports: Fiber-Optic Providers Are Leading Choices for Internet, TV, Phone Service

Consumers looking to cut costs without sacrificing satisfaction for Internet, television, and telephone service should consider bundling with Verizon FiOS or AT&T U-verse. In Consumer Reports' latest survey of major telecom providers and bundled services, featured in the February issue, Verizon FiOS and AT&T U-verse, whose networks are fiber-optic based, were the most consistently satisfying providers for their Internet, television, and telephone services.

Because Verizon FiOS and AT&T U-verse are not available everywhere, many consumers must consider other options for Internet, phone and TV services. The Consumer Reports article also includes ratings of these three services, which are typically bundled, from various providers.

In areas where telco-delivered service is not available, a highly-rated cable company is the next-best choice for many households. Consumers may not have an option when choosing a cable provider because a majority of homes only have one cable company available in their area. According to Consumer Reports' survey, better cable companies include Cox, Cablevision and the smaller Bright House and Wow, which are fine alternatives to fiber-optic service providers for all three services in areas that they are available and also offer Internet and telephone services.

If television service is a priority and fiber-optic service isn't available, satellite service may be a fine option. Consumer Reports suggests opting for a bundle that includes DirecTV. It scored higher than all the major cable companies and Dish Network, the other major provider of satellite service, for TV picture, sound and channel selection. It is also offered in hybrid bundles along with DSL Internet and landline phone service from some telephone providers.


Bundling Prices Decline


Intense competition for cable and satellite customers between AT&T U-verse and Verizon FiOS high-speed fiber providers has driven down rates for Internet, phone and TV service and is likely the reason that companies allow these savings to continue past the promotional period. In the past year, bundles of the three services have dropped in price by up to 20 percent, to as low as $80 a month.

Bundling makes sense for many households, especially for those consumers who are served by one of the fiber carriers or one of the better cable companies. Consumer Reports' latest survey found that subscribers were very satisfied with Internet, phone and TV from the best telecom providers. However, bundling doesn't come without some problems. The survey revealed a high incidence of complaints about billing, and fees with some providers' triple-play packages. Despite its high marks overall, Verizon FiOS was below average for customer service to its triple-play customers. Cable companies that bundle services had fewer customer-service problems overall.

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Consumer Reports' Survey: Verizon FiOS a Leading Choice for Internet, Television, Telephone Service

Consumers looking for Internet, television, and telephone service should consider Verizon FiOS. In Consumer Reports' latest survey of several major telecom providers, featured in the February issue, Verizon FiOS, whose network is fiber-optic based, received superior scores for reliability and performance for its Internet, television, and telephone services.

Because the availability of Verizon FiOS is as yet limited, many consumers should also consider other options for these services. The article also includes Ratings of services typically bundled from various providers based on reader scores.

Consumers interested in services provided by a cable company may not have an option when choosing a provider because a majority of homes only have one cable company available in their area. According to CR's survey, better cable companies include Cox, Bright House and Wow, which are fine alternatives to Verizon FiOS in areas that they are available and also offer Internet and telephone services.

If television service is a priority, satellite service may be a fine option. DirecTV scored significantly higher than all the major cable companies and Dish Network, the other major provider of satellite service. It also offers hybrid bundles of its TV offerings and DSL and phone service from telephone providers Qwest and Verizon. DirecTV's television service stacks up well against services offered from the best cable companies and requires getting a satellite dish and other equipment, typically free or at discount in exchange for a contract agreement.

For Internet service offered through a cable company, Wow and Bright House did well in CR's Ratings. Cincinnati Bell, which offers a DSL Internet connection, was one of the higher scoring providers due to its high marks for value and reliability. Verizon's DSL Internet service was average for value, reliability and support, but scores for performance were lagging.

Although landline phone service offers a more reliable connection, especially in cases of an emergency, VoIP phone service scored higher in overall satisfaction in CR's Ratings. Cox was among the leaders especially because of its reliability and performance. Skype was noted for its superior value, but its scores were worse than average when it came to reliability and performance.

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