Many consumers, telecommunications experts, and even reporters nationwide who have been the questions: Why is my cell service still so bad in 2024? And is it getting worse, or am I just noticing it more?

Customers in the mid-Atlantic region—which includes Pennsylvania, New Jersey, and Delaware—experienced on average 10 problems per 100 interactions with their cell phones in the past six months, according to J.D. Power's latest study of network quality performance. That number is down from last year, when the region's consumers reported 11 problems per 100 interactions, but higher than the nine issues per 100 interactions reported in 2022 and 2021.

"In all honesty, the network is amazing compared to what it used to be," said Carl Lepper, J.D. Power's senior director of technology, media and telecom. But even the major carriers, Verizon, AT&T, and T-Mobile, "they do get taxed at times. I've not seen them get worse. I've seen us get more demanding."

Why is my cell reception bad?

Younger, digital-native consumers, who spend more time on their cell phones, report more issues than older users.

Nationwide, members of Gen Z—people under 28—reported being on their phone five hours a day on average, according to J.D. Power's latest study, and had about 15 network problems per 100 interactions, compared with the seven or fewer issues reported by those 60 and older, who have a fraction of the phone-screen time.

Increased phone usage and more reliance on cellular data can strain the network, especially in areas where the population increases but the number of cell towers stays the same.

Overall, Philadelphia's population has decreased in recent years, though more 20-somethings have moved in. In the coming decades, the city and its western suburbs are expected to see substantial population growth.

The cell network "can only handle so much," Lepper said. "At certain times, it will be overrun by heavy usage."

Verizon has seen an increase in data use recently, Hemlin said, with customers streaming high-definition video on their phones and using the devices for work collaboration and gaming.

RootMetrics, an Ookla company, tests cellular network performance by driving through metro areas across the country, and officials there say service has only improved in recent years with the increased availability of 5G, which they say they've found to be faster and more reliable (though that's not always the case).

Of the three major carriers, Verizon has consistently ranked first in J.D. Power's studies and has the best overall quality in 121 of 125 metro areas, including Philadelphia, in RootMetrics' analyses.

A spokesperson for AT&T, which ties Verizon for best performance the Mid-Atlantic in J.D. Power's latest study, said they "continue to look for ways to improve our network and provide better wireless service" and have made $2.2 billion in improvements in Pennsylvania and New Jersey, including almost $600 million in the Philadelphia market, from 2020 to 2022.

T-Mobile covers "practically all of the city" with its 4G network, a spokesperson said, and more than 98% with its faster 5G. More than 95% of New Jersey is also covered by its 5G, which has beaten out the other providers in terms of speed the past six months, according to Speedtest by Ookla.

"We design our network to meet the needs of an area based on population and usage," Verizon's Hemlin said. "We're constantly monitoring our network to ensure the best performance possible for our customers."

2024 The Philadelphia Inquirer, LLC. Distributed by Tribune Content Agency, LLC.