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July 28, 2016

‘Cord cutting' prompts cable firms to act

  • Companies have poured hundreds of millions into new tools and staff to take the agony out of getting cable TV, Internet or phone service.
    • By TALI ARBEL
    AP Technology Writer

    NEW YORK — Did you hear the one about the cable company that's actually improving customer service? The punchline: Comcast and its rivals say it's no joke.

    These companies have poured hundreds of millions into new tools and staff to take the agony out of getting cable TV, Internet or phone service. It's part of a years-long effort to assuage customers as the specter of “cord-cutting” — dumping cable for Netflix and the like — haunts the industry. More than 2 million customers have fled from cable and satellite over the past three years, according to research firm SNL Kagan, and the pace has been accelerating.


     
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