Comcast hopes bold offer will lure back frustrated customers

Comcast, which sells phone, cablegram TV and net services nether the sanction Xfinity, is losing its grip successful 2 captious areas of the telecom industry, contempt caller efforts to outpace its rising fig of competitors. However, it is betting large connected a bold connection to assistance it instrumentality connected caller challenges successful its business.

In Comcast’s latest net report, it revealed that it mislaid 245,000 cablegram TV customers successful the 4th fourth of 2025, contributing to a astir 5.6% year-over-year alteration successful cablegram revenue.

The nonaccomplishment of customers isn’t a surprise, since the cord-cutting inclination has continued to turn legs implicit the past decennary arsenic the fig of streaming platforms has multiplied. More consumers are leaning toward these options arsenic they question to wage little for entertainment.

A survey from ​​All About Cookies past twelvemonth adjacent recovered that lone 30% of Americans ticker TV done a accepted cablegram oregon outer TV service.

In the net report, Comcast besides revealed that it mislaid 181,000 net customers successful the 4th fourth arsenic broadband gross declined astir 1% twelvemonth implicit year. Comcast has faced heightened contention from telephone carriers specified arsenic T-Mobile, Verizon, and AT&T, which person successfully attracted caller customers to their fixed wireless net services.

Fixed wireless internet, besides known arsenic 5G location internet, is usually cheaper and disposable successful much agrarian and underserved areas than accepted wired internet.

Early past year, Comcast faced backlash from customers aft raising prices for its Xfinity services, which whitethorn person contributed to caller lawsuit losses. Also, Comcast reduced Xfinity’s monthly autopay discount from $5 to $2 for customers who wage their bills by recognition oregon debit card.

Comcast tried to clasp its net and cablegram TV customers by revamping its Xfinity net offers successful June, which included lowering prices and introducing a one-year and five-year terms fastener guarantee. It besides added 4 caller flagship velocity tiers to its net plans and began offering a escaped Xfinity mobile enactment for each caller and existing net customers.

In December past year, Comcast besides refreshed its Xfinity TV bundle offerings, launching 5 caller plans that person a caller “everyday pricing structure.”

During an net telephone connected Jan. 29, Comcast CEO Brian Roberts emphasized that the institution is facing unprecedented levels of competition.

“We are astatine an inflection point, some successful our manufacture and astatine Comcast Corporation,” said Roberts. “The concern is changing rapidly, and contention has ne'er been much intense.”

Related: Comcast adds generous connection for customers aft large loss

Comcast Connectivity and Platforms CEO Steve Crony said during the telephone that it is captious for the institution to pull and clasp customers by removing symptom points that elevate churn.

“We indispensable marque it easier to bash concern with america and physique a much loyal lawsuit basal done greater terms transparency, much simplicity, less friction points, and consistently getting it close the archetypal interaction,” said Crony.

This year, Comcast is doubling down connected its investments to revamp its net concern aft seeing accrued contention from rivals offering fibre net and accordant request for fixed wireless net services, which the institution claims chiefly contributed to caller lawsuit losses.

“This volition beryllium the largest broadband concern twelvemonth successful our history, focused squarely connected lawsuit acquisition and simplification, with the extremity of migrating the bulk of residential broadband customers to our caller simplified pricing and packaging by year-end,” said Comcast Co-CEO Michael Cavanagh during the call.

While Comcast claims it is already seeing little voluntary churn, beardown adoption of its five-year terms guarantee, and a greater displacement toward gig-plus tiers owed to caller initiatives, it is heavy relying connected its strategy of offering net customers escaped telephone lines, a maneuver it began utilizing past year.

More Telecom News:

• Verizon cracks down connected net customers violating cardinal rule

• DirecTV makes harsh determination arsenic customers support leaving

• AT&T to motorboat caller work for customers arsenic it takes connected T-Mobile

“Our escaped enactment strategy is simply a logical and, importantly, a rational competitory attack for us,” said Comcast Chief Financial Officer Jason Armstrong during the call.

“It adds worth to our halfway broadband product, builds familiarity successful a tough-to-penetrate wireless market, and volition person to a paying narration aft 1 twelvemonth successful a merchandise class wherever we are firmly profitable and 1 which delivers beardown bundling benefits to our halfway broadband business.”

So far, Comcast has had occurrence with this strategy, arsenic much net customers person accepted the escaped telephone enactment offer. The company’s convergence gross accrued by 2% twelvemonth implicit twelvemonth during the quarter, driven chiefly by 18% maturation successful its wireless business.

“We added 364,000 wireless lines, and akin to past quarter, astir fractional of our residential postpaid connects came from customers taking a escaped line,” said Armstrong.

He reiterated that arsenic lawsuit loyalty grows, Comcast expects to “convert the immense bulk of escaped lines” into paying relationships this year, which volition further boost convergence revenue.

The determination from Comcast follows successful the footsteps of its rival AT&T. The telephone bearer has precocious hopes that further leaning into bundling its net and telephone services volition assistance it clasp telephone customers aft seeing elevated churn during the 4th quarter.

“We expect full wireless work gross maturation successful the 2% to 3% scope annually implicit the adjacent 3 years,” said AT&T Chief Financial Officer Pascal Desroches during an net telephone connected Jan. 28. “The superior operator of this outlook is maturation successful user and lawsuit relationships arsenic we proceed to summation wireless subscriber stock done convergence successful areas wherever we connection fibre and fixed wireless Internet services.”

In an expert enactment shared with TheStreet, Bank of America probe expert Jessica Ehrlich said her instauration expects Comcast to suffer astir 563,000 net customers this year, down from the 590,000 it antecedently predicted, owed to the telecom giant’s caller turnaround efforts.

However, she said Comcast’s repricing efforts successful its net concern volition adhd “pressure” to its earnings, starring to further “declines” successful mean gross per user.

“Forward looking broadband commentary was constructive, citing little voluntary churn, beardown adoption of the five-year terms guarantee, and a amended premix into gig-plus tiers,” she wrote. “However, continued concern and re-pricing volition measurement connected 2026 results, peculiarly 1H26 (the archetypal fractional of 2026).”

Comcast’s increasing efforts to revamp its net concern travel arsenic it falls down fixed wireless and wired net competitors successful user satisfaction, according to a caller J.D. Power survey.

• Six months earlier October 2025, wireless net providers experienced a 15% increase successful caller sign-ups, portion wired net providers saw a 6% increase.

• The mean restitution people for wired net is 554 (on a 1,000-point scale).

• However, wireless internet takes the apical spot with a people of 647.

• In the East Coast, Comcast’s Xfinity falls behind its wired net competitors Verizon and Cox Communications with a restitution people of 537.

• In the North Central, Xfinity has a people of 551, coming 2nd to AT&T, which has a 554 score.

• In the West Coast, consumers gave AT&T, Frontier Communications, and Spectrum higher scores than Xfinity.

• Also, successful the South, Xfinity is beat by GFiber and, erstwhile again, AT&T.
  Source: J.D. Power

“The net scenery is intelligibly evolving, with continued rising lawsuit restitution and continued beardown lawsuit work show successful wireless service,” said Carl Lepper, elder manager of technology, media and telecom quality astatine J.D. Power, successful a property release.

“The precocious restitution we are seeing successful the wireless net conception is attributed to net speed, availability and the hassle-free quality to start, combined with a little price.”

Related: Verizon cracks down connected net customers violating cardinal rule

This communicative was primitively published by TheStreet connected Feb 1, 2026, wherever it archetypal appeared successful the Retail section. Add TheStreet arsenic a Preferred Source by clicking here.