"Fast, reliable connectivity will always be the heart of telecom, but 2025 has seen a shift - whether it's enormous national companies or small rural cooperatives. Rather than hawking lightning-fast speeds and bargain basement prices, broadband service providers (BSPs) are increasingly touting customer service. The first hints of a sea change came in September 2024, when Charter promised its Spectrum customers same-day service and freedom from contracts. The company reiterated its promises a year later."
"In the meantime, competitors such as T-Mobile, AT&T, Verizon, Xfinity (Comcast), and Midco offered their own guarantees. These often came hand-in-hand with multi-year price guarantees, another strong trend in 2025. BSPs' focus on customer service rather than speed comes at a time of increased corporate mergers, an increase in competition from 5G providers, and a downturn in customer satisfaction ratings over time."
Fast, reliable connectivity remains central to telecom, but in 2025 many broadband service providers shifted emphasis toward customer service guarantees rather than sheer speed or low introductory prices. Major providers including Charter, T‑Mobile, AT&T, Verizon, Xfinity, and Midco offered same‑day service promises, freedom from contracts, and multi‑year price guarantees. The move toward service guarantees coincided with a busy merger environment and greater competition from 5G providers. Numerous acquisitions and consolidations occurred throughout the year as companies sought scale and customer retention. The combined pressures of consolidation, competitive wireless options, and slipping satisfaction scores drove the service-focused trend.
Read at Telecompetitor
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