Comcast executives have acknowledged an issue that customers have long complained about: the lack of price transparency and frequent price increases. This concern became more pressing after Comcast reported a net loss of 183,000 residential broadband customers in Q1 2025. During an earnings call, Comcast President Mike Cavanagh admitted that the company isn’t “winning in the marketplace.” The Q1 2025 customer loss was over three times higher than the net loss in Q1 2024.
Comcast faces competition from fiber and fixed wireless ISPs, despite customers often having limited viable options for broadband. Cavanagh identified two primary issues: price transparency and ease of doing business with Comcast. He assured that these challenges are addressable and that the company is already working on solutions.
The loss of 183,000 subscribers reduced Comcast’s residential Internet subscribers to 29.19 million. Additionally, Comcast reported a first-quarter drop of 17,000 business broadband subscribers, lowering that category’s total to 2.45 million. Comcast’s stock price fell 3.7 percent even though its overall profit exceeded analyst expectations.
Cavanagh announced plans to simplify pricing and improve marketing strategies. Comcast recently introduced a five-year price guarantee for new broadband customers, starting at $55 per month without a contract. However, this offer is only available to new residential broadband customers, and additional taxes and fees may apply.
Comcast also aims to grow its mobile business, adding 323,000 mobile lines in the first quarter, raising its total to 8.15 million. Meanwhile, the company lost 427,000 video customers in the first quarter, continuing a downward trend.
— new from Ars Technica