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Telecom services

What's behind our telecom services Ratings?

The Consumer Reports National Research Center comprises highly trained social scientists, including 9 Ph.D.s, using state-of-the-art techniques to survey more than 1 million consumers each year about products, services, health care and consumer issues.
We look for:
  • Reader score
    A score of 100 means all respondents were completely satisfied, on average; 80 would mean very satisfied; 60, fairly well satisfied; 40, somewhat dissatisfied.
  • Service satisfaction
    Based on the average of satisfaction scores for all services in the bundle
  • Value
    Based on average scores on a scale from very poor to excellent
  • Billing
    Higher ratings reflect fewer problems with bills that were hard to understand or had errors. Ratings are relative, reflecting differences from the average of all providers.
  • Support
    Higher ratings reflect fewer experiences with having to contact different help lines or getting inconsistent help for different bundled services. Ratings are relative, reflecting differences from the average of all providers.

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Triple play service started as separate home telephone, cable television, and Internet services but have evolved over the last two decades into a "triple play" of technologies that are often bundled together by providers. As a result, you can now buy television from your phone company, telephone service from your cable company, and even Internet service from a satellite television company. Or you can buy Internet service from any one of those types of providers and use third-party VoIP and streaming video services to replicate the home phone and much of the entertainment content you expect from a triple-play bundle. If you're looking for information about triple play service, Consumer Reports is your best resource. Consumer Reports’ triple play service reviews will give you honest buying advice that you can trust. Use our triple play service buying guide to discover which features are most important to consider. We also provide unbiased triple play service Ratings and triple play service reviews to help you choose the best triple play service for your needs.

Telecom services buying guide

Home telephone, cable television, and Internet started as separate services, but have evolved over the last two decades into a "triple play" of technologies that are often bundled together by providers. That evolution has also blurred the distinction between providers that historically were telephone companies or cable companies, and also forced overlap amongthe functions of the services. As a result, you can now buy television from your phone company, telephone service from your cable company, and even Internet service from a satellite television company. Or you can buy Internet service from any one of these types of providers and use third-party VoIP and streaming video services to replicate the home phone and much of the entertainment content you expect from a triple-play bundle.

It can become confusing in a hurry. Telecom companies use package pricing as an incentive to buy bundles of all three services. Remove one element of the triple-play, and the price of the other services can go up. Likewise, TV channels are bundled into channel packages that can range from low-cost basic cable (which combines local broadcast channels with a few select cable channels) to pricey packages with hundreds of channels, including premium channels such as HBO and Showtime.

And telecom customers don't seem to be too happy with their providers' pricing. In our latest survey of home telecommunications subscribers by the Consumer Reports National Research Center, respondants gave almost universally low ratings for value across services--especially TV and Internet. Even providers that are rated high in service satisfaction rate middling or lower for value.

Our survey respondants have found plenty of success when negotiating with their telecom providers. Yet there are signs that those providers may be cracking down on serial negotiators. Still, our advice is that when your telcom company gets tough, bargain even harder.

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