Comcast Faces Subscriber Loss Amid Transparency Concerns

PHILADELPHIA, Pa. — Comcast executives have acknowledged that customers have long been frustrated with the company’s pricing model. In a recent statement, President Mike Cavanagh revealed that Comcast lost 183,000 residential broadband subscribers in the first quarter of 2025, highlighting increasing competition and customer dissatisfaction.

During a call with analysts, Cavanagh admitted that Comcast is not “winning in the marketplace” as consumer concerns about price transparency and ease of doing business loom large. The loss of subscribers was significantly greater than the 56,000 lost in the same period last year.

“In this intensely competitive environment, we are not winning in the marketplace in a way that is commensurate with the strength of the network and connectivity products that I just described,” Cavanagh said. Comcast now serves 29.19 million residential Internet customers, showing the company’s struggle in a shifting telecom landscape.

Comcast’s broadband service faces growing competition from fiber and fixed wireless ISPs, which are drawing customers away. Additionally, the company reported a loss of 17,000 business broadband subscribers, bringing their total to 2.45 million. Despite these losses, Comcast’s stock fell just 3.7 percent, as overall profits rose alongside domestic broadband revenue.

In response to the challenges, Comcast plans to implement marketing and operational changes “with the highest urgency.” Cavanagh emphasized that the company will simplify pricing to enhance the value proposition for all consumers. Last week, Comcast announced a five-year price guarantee for new broadband customers, offering plans starting as low as $55 per month without a contract.

However, critics point out that while initial prices are attractive, the costs may rise significantly after the promotional period ends. Comcast’s fine print notes that taxes and fees are excluded and may change.

Despite acknowledging the service’s pricing issues, Cavanagh also mentioned a 323,000 increase in mobile subscribers and ongoing efforts to simplify their services. Still, a turnaround in subscriber numbers is not expected immediately, as he warned that it could take several quarters for new strategies to gain traction.

Comcast’s past customer complaints have often centered on unexpected price increases and hidden fees linked to various services. Cavanagh reiterated that any price hikes are attributed to necessary network upgrades, and even promotional prices can increase due to changing fees.

As the company looks to reestablish its customer base, Cavanagh stated, “We are not done. Providing more value to our customers with less complexity and friction is a top priority and you will see our go-to-market approach continue to evolve over the coming months.”