Cable Net Promoter Scores Rose as Fixed Wireless Slid
Cable operators saw improved customer sentiment in Q2 2026, while fixed wireless access faced declining satisfaction scores.
Updated on Sept. 24, 2026 in Telecommunications
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In Q2 2026, cable operators recorded improved net promoter scores across price, installation, and support, reaching a positive score of 3. This follows a trend of shifting consumer sentiment as fixed wireless access (FWA) providers saw declining scores across most performance metrics during the same period.
Why it matters
The shift in sentiment marks a change in trajectory for broadband market competition, as FWA providers struggle with capacity constraints and the withdrawal of introductory pricing. These performance indicators suggest that cable operators are regaining ground on the service quality experience that previously propelled FWA adoption.
Cable net promoter scores climbed from -7 in Q1 2023 to a positive 3 in Q2 2026. Conversely, FWA providers added 892,000 subscriptions to reach a 18.1 million household total, though net additions dropped by 85,000 compared to the prior year.
The players
Optimum
A broadband and television service provider that recorded the largest improvement in net promoter scores among cable operators in Q2 2026.
Comcast
A telecommunications conglomerate providing cable internet and television services that recorded the second-largest improvement in net promoter scores among cable operators.
The details
Net promoter scores measure customer loyalty by asking how likely a user is to recommend a service to others. Cable operators achieved gains by addressing specific pain points in price, installation, and support, while FWA providers faced downward pressure on performance drivers due to network capacity limitations. As FWA networks hit usage density thresholds, providers have moved away from aggressive introductory pricing models, which has directly impacted consumer satisfaction metrics.
Timeline
Q1 2023: Cable net promoter score was -7.
3Q 2024: Cable net promoter score reached its peak.
Q2 2026: Cable net promoter scores improved as FWA scores declined.
The Tech Race
The broadband industry is currently locked in a race between legacy cable infrastructure and newer fixed wireless access deployments. This Q2 2026 data shows a pivot point where cable's investment in support and pricing is challenging the momentum FWA established in previous years.
Broadband customers may notice fewer aggressive promotional offers from fixed wireless providers as capacity-based pricing adjustments take hold. Cable users may experience more streamlined installation and support interactions, reflecting the improved performance metrics reported by major operators.
The takeaway
The recent decline in FWA customer satisfaction suggests that the initial period of rapid growth driven by low pricing is giving way to a focus on network quality and stability. Analysts advise watching upcoming quarterly subscriber counts to see if these shifts in sentiment translate into a material migration of households back to cable providers.
Further reading
For broader context on current market competition, visit the Telecommunications section.
Source note: This article includes information reported by Fierce Network.
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