Comcast Loses 144,000 Broadband Customers
The company plans layoffs as it replaces humans with AI agents in customer service, amid a 6.1% year-over-year revenue drop to $29.3 billion
Comcast lost 144,000 domestic residential broadband customers in Q3 2026, a significant decline that reflects increased competition from fiber and wireless rivals. The company's total revenue was $29.3 billion, down 6.1% year over year, with operating income falling from $5.53 billion to $5.32 billion.
Despite the decline in broadband customers, Comcast added a net 368,000 domestic wireless lines in Q3 2026, ending the quarter with 10.6 million domestic wireless lines. Nearly 45% of its broadband customers are now on Gigabit+ plans, and premium unlimited plans accounted for about 40% of postpaid phone connects.
Comcast's net income rose 3.5% from $3.33 billion to $3.45 billion in Q3 2026, despite the decline in revenue. The company's adjusted diluted EPS was $1.07, down 4.0%, while reported diluted EPS was $0.97, up 7.2%.
## What's Next Comcast is planning to implement layoffs as part of a restructuring of its cable TV, broadband and wireless businesses. The company is also expanding the use of AI agents in customer service, with the goal of simplifying customer interactions and delivering a better experience. The layoffs are expected to hit the Comcast Cable side of the business, although it's unclear how many positions will be affected.
## Why it Matters The decline in broadband customers and revenue reflects the increasing competition in the telecommunications industry. As fiber and wireless rivals offer connectivity at lower prices, companies like Comcast are facing pressure to reduce expenses and improve efficiency. The use of AI agents in customer service is a key part of this strategy, as it allows companies to simplify interactions and deliver a better experience to customers.
The layoffs and restructuring plans are a significant development for Comcast, and will likely have a major impact on the company's operations and workforce. As the telecommunications industry continues to evolve, companies like Comcast will need to adapt and innovate in order to remain competitive.
