Over the past few weeks, I have been reading extensively about the rising customer churn affecting major cable ISPs, including Charter, Comcast, Cox, and Optimum. Everyone seems quick to point the finger at Fixed Wireless Access (FWA) as the culprit. But honestly? That’s just part of the story.
The real problem is deeper: product complacency.
Sure, these companies have some compelling products. However, they have been operating for years with a “monopoly mindset”, taking customers for granted, and thinking that limited competition would always keep them safe. That strategy worked for a while. It doesn’t anymore.
Take Charter, for example. They made a big deal out of investing in “Split” technology to enable symmetrical speeds over their aging copper networks. Nice in theory. But in practice? Copper is sensitive to external factors, such as weather conditions, signal interference, and distance from the node, all of which can impact performance. Investing in fiber would have been a more brilliant long-term play, rather than stretching aging infrastructure past its limits.
Then there’s the mobile side. Charter and Comcast both launched MVNO products and heavily leaned on WiFi offloading using PassPoint technology. On paper, the idea was great, bundle internet, mobile, and hotspots into an attractive package.
In reality? Execution was a mess.
Spectrum (Charter) struggled with PassPoint because setting it up required complex authentication certificates and particular configurations. Their access points often didn’t support basic roaming enhancements, such as 802.11r, 802.11v, and 802.11k, resulting in choppy handoffs between access points and broken user experiences on the move.
And despite boasting about 43 million combined WiFi hotspots, they both refused to join initiatives like #OpenRoaming, which would have massively improved user authentication and mobility. Instead of making it easier for customers, they made it harder.
Band-Aids Instead of Solutions
At some point, they realized the bleeding needed to slow. Spectrum, for example, started offering bundles like 300 Mbps internet + home phone + unlimited mobile for $50/month (for one year). A solid deal, but only temporary. Price hikes after the promo period kicked customers right back into the arms of competitors.
Meanwhile, companies like T-Mobile and Verizon took a completely different approach with fixed wireless access (FWA). They focused relentlessly on user experience:
• $25/month plans
• Easy, app-based self-installation
• Minimal downtime
• No hidden fees, no complicated setups
It wasn’t just about price. It was about making it simple and pleasant for them to be our customers.
Cable ISPs attempted to counter with their apps, and while Xfinity’s app is significantly ahead of Spectrum’s, even Xfinity struggles with genuine simplicity. And if the app fails? You’re back to the classic long call center wait times or facing a tech visit fee.
At the end of the day, customers aren’t just leaving because of FWA. They’re leaving because they’re tired of feeling stuck, nickel-and-dimed, and forced to jump through hoops for basic service.
FWA just gave them an easy exit.
If Cable ISPs want to survive the next wave of competition, it’s not about faster speeds or more hotspots.
It’s about falling back in love with their customers.
Ease of use. Transparent pricing. Proactive support. Respect for people’s time and intelligence.
At the end of the day, complacency is what ultimately kills industries, not innovation. And don’t let me begin comparing our user experience to that of the user experience in Europe, Japan, or even China.
#Telecom #CableIndustry #Wireless #FixedWirelessAccess #ProductManagement #CustomerExperience #FWA #Broadband #5G #TechIndustry #Innovation #Connectivity
Toufic Kourbeh 
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