Two-thirds of Comcast's new broadband subscribers signed up in a recent quarter were defectors from DSL. "Churn" is the biggest challenge to broadband profitability, especially as competition drives down margins. According to Arbor Networks, the cost of fielding a single call to customer service can wipe out three years' profitability for a customer's broadband account.
24 September 2009
Facts about broadband provision
Today's WSJ had an op-ed by Holman Jenkins. In it he claimed the following: