How We Test Cell Phone Plans

Staying connected matters at every age. We want to make it easier to find a phone plan that's affordable, flexible, and built with older adults in mind.

We started our research by examining the market as a whole. We compared major carriers with mobile virtual network operators (MVNOs). MVNOs are smaller companies that resell service over a larger carrier's network. We compared pricing data and dug to find hidden fees. We also reviewed verified customer feedback on trusted sites such as the Better Business Bureau (BBB) and Trustpilot. We aimed to understand where plans commonly succeed or fall short for older customers.

From there, we signed up for plans and tested the customer experience just like any shopper would. We looked closely at:

• Whether customer support was available every day of the week. And how many channels (phone, email, chat, or online form) were available to get help
• Whether a plan could be set up online, and how simple that process was
• Whether low-data or talk-and-text-only plans were available for lighter users, and how easy it was to change plans later
• Whether customers could bring their own phone rather than being locked into a new device
• Whether the plan ran on a major carrier's network directly or through an MVNO, and whether it supported both 4G LTE and 5G
• Whether a mobile hotspot and international calling were included
• Whether in-store setup and support were available for those who prefer face-to-face help
• Whether the plan offered features built for older adults. These include medical alert add-ons, caregiver or urgent-response apps, and accessibility support
• Starting monthly price, activation or setup fees, and the cost of an unlimited plan. Whether a contract was required, and whether regular discounts were available

How we rank and review cell phone plans

Based on our research and testing, we created a series of tests. Each results in a score, which is weighted according to the following factors:

• Customer service (15% of score): We looked at whether support was available seven days a week during normal business hours. We weighed how many ways customers could reach support (call, email, chat, or online form), and whether a plan could be set up online.
• Plan flexibility (20% of score): We gave credit to providers offering talk-and-text-only and low-data plans for lighter users. Higher scores went to plans you can change easily when needed, and plans that give you the option to bring your own phone instead of buying a new one.
• Coverage and network (20% of score): We compared whether a plan ran on a major carrier's network or an MVNO. We also considered whether it supported both 4G LTE and 5G, and whether it included a mobile hotspot, international calling, and in-store setup support.
• Older adult features (15% of score): We looked for providers that offer add-ons like medical alert devices, caregiver or urgent-response apps, and accessibility support. We also looked for plans offering discounts for adults 50 and older.
• Affordability (30% of score): We compared starting monthly price, activation and setup fees, and the cost of an unlimited plan. We also looked at whether a contract was required, and whether the provider offered regular discounts.