ISP User Reviews and Performance Ratings

DiddlyDee123
DiddlyDee123 Austin, TXMember Posts: 11
Name Dropper First Comment
I'm wondering how accurate and current the ratings are for ISPs. For example, my ISP is AT&T. Fing shows a rating of 2.8 out 5 based on user reviews and indicates the rating is "worsening." I'm not able to actually view any individual user reviews on the desktop website. I am able to see user reviews on the iOS app, however, the only individual reviews I am able to view are a total of 6 and they are all from 2019. It is indicated there are a total of 16 ratings. I'm not able to view the rating I gave in combination with all the others. I can see my review in a separate section, but not in the ISP "rating" section. That brings me to my next point. It's very convoluted how to even find the user review section on the app. I don't even think it's possible on the desktop website. If Fing is impartially measuring ISP performance based on user reviews, shouldn't we be able to actually view the reviews for ourselves? This goes for the speed measurements as well. If Fing is making claims about an ISPs speed performance as a percentile, in AT&T's case in my area it shows it's the top 45%, couldn't more specific data be provided to substantiate that claim? Does Fing take into account different tiers of speed based on the customers' service level? Google Fiber only offers 1 gig and 2 gig service while AT&T offers lower speed packages. Spectrum does the same. Of course Google Fiber is going to show as the #1 provider based on speed if you don't take this factor into consideration. I think these ratings and performance reviews are misleading and unfair representations of ISPs' services. This hurts consumers trying to find reliable feedback about the ISPs in their area. It hurts the ISPs as well if customers decide not to purchase their services based upon flawed data and user reviews.

Answers

  • Robin_from_Fing
    Robin_from_Fing Administrator, Fing Team Posts: 4,746
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    admin
    @DiddlyDee123
    To explain the science behind ISP ratings:

    The Fing analytics provide ISP scoreboards by automatically ranking Fing and Fingbox speed and quality measurements.
    To compute speed scores, we consider all providers with more than one source for the period. For each provider we compute min, max, average and standard deviation metrics, in order to use them in a Z-score algorithm, which assumes a population following normal distribution.
    Country and city populations of providers are then aggregated, with each provider weighted by the contribution of different test sources.
    We then determine the score of each provider and of your network as the estimated percentiles combined for download and upload, where download makes 80% and upload the remaining 20%, in order to place the most attention to download speeds
    Robin (Admin at Fing)
    Getting Started? Please refer to Community guidelines & Community User Guides. HAPPY POSTING!!!
  • DiddlyDee123
    DiddlyDee123 Austin, TXMember Posts: 11
    Name Dropper First Comment
    @Robin
    What about the user reviews? Why can’t I actually view them all? The most I am able to view is 6/16 reviews for my ISP. These are designated as “top reviews” but they are all from 2019.
  • Robin_from_Fing
    Robin_from_Fing Administrator, Fing Team Posts: 4,746
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    admin
    @Robin
    What about the user reviews? Why can’t I actually view them all? The most I am able to view is 6/16 reviews for my ISP. These are designated as “top reviews” but they are all from 2019.
    Can you share the screenshot of the review page and have you submitted your review as well?
    Robin (Admin at Fing)
    Getting Started? Please refer to Community guidelines & Community User Guides. HAPPY POSTING!!!
  • DiddlyDee123
    DiddlyDee123 Austin, TXMember Posts: 11
    Name Dropper First Comment

    @Robin

    I will upload step by step screenshots going through the convoluted process to get to the review screen. Yes, I have entered my own review. It’s not visible to anyone but myself, but I added it. Also note I am using the Fing app for iOS. The Fing desktop app doesn’t even allow you to navigate to the individual reviews for my ISP at all.

    I start by performing a speed test. You can also see the review I entered on the screenshot below. I then select “Find the best provider” at the bottom of the page.


    I am then taken to a page that ranks all the providers. For some reason, it distinguishes my network as separate from my ISP’s network (AT&T) and it shows my network as #1. I then select my network at the top.


    I am then taken to a page that shows all the different providers by rating. I select AT&T.


    Next it takes me to where I can see user reviews. You notice it says there are 16 total reviews. I then select the arrow next to “User reviews.”


    I can now view user reviews. I have “most helpful” as the filter. It doesn’t show me 16 reviews and the reviews it DOES show me are all from 2019.


    I then sort the reviews by “most recent.” Again, it doesn’t display 16 reviews and again all the reviews are from 2019.


    Do you see why this whole review process makes me go WTF? Also, where is MY review? It’s not shown here. To clarify, I am connected directly to my home WiFi network through the equipment supplied by AT&T. I am not using a VPN. I have no idea why it distinguishes my network as different from my ISP’s network in screenshot #2.

  • Robin_from_Fing
    Robin_from_Fing Administrator, Fing Team Posts: 4,746
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    admin
    Thanks @DiddlyDee123
    I am seeking developers' advice on this and will get back to you with an update. 
    Robin (Admin at Fing)
    Getting Started? Please refer to Community guidelines & Community User Guides. HAPPY POSTING!!!