Comcast’s broadband subscriber base shrank by 183,000 to 29.2 million in the March quarter, with residential customers falling from 30.1 million. CEO Mike Cavanagh acknowledged that Comcast is “not winning” in the market, citing price transparency and ease of doing business as primary causes for the decline.
Comcast plans to address these issues by simplifying its pricing structure and providing a clearer value proposition to consumers. The company has recently introduced a nationwide price guarantee for broadband, which includes Xfinity and unlimited data for five years with no annual contract required. However, Cavanagh stated that it will take several quarters for this new approach to gain traction.
The company’s competitiveness in the market is also under threat from wireless providers offering broadband services at competitive prices and better customer service. CEO Brian Roberts emphasized the need to resolve customer pain points quickly, despite acknowledging that this may take time.
As a result of poor customer service, some customers are choosing alternative options, including local ISPs. One customer, who recently switched from Comcast to a new ISP, shared their negative experience with the company’s pricing and cancellation process, highlighting the need for improvement in areas such as self-service and communication with customers.
Source: https://deadline.com/2025/04/comcast-xfinity-broadband-customer-service-pricing-losing-subscribers-1236375896