Story perspectives

Verizon Faces Customer Exodus Amid Service and Pricing Issues

2/22/2026

Summary

Story summary

Verizon reports a 32.6% decline in operating income and a 0.95% postpaid cancellation rate, signaling weaker customer retention.
A 2025 survey shows Verizon customers pay an average of $157 monthly, the highest among major carriers.
CEO Dan Schulman attributes these issues to price increases without added value and to billing and customer service problems.
Policy changes, including stricter device unlocking rules, have frustrated customers amid ongoing service outages.

History

Historical Context

The 2000 Telecommunications Act deregulated the telecom industry, fostering competition among companies like Verizon and AT&T. By 2023, Verizon faced a 32.6% drop in operating income, attributed to customer dissatisfaction over price increases and service issues. This decline highlights ongoing frustrations in the sector, exacerbated by stricter device unlocking rules, threatening Verizon's market position and customer loyalty.

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Story summary

Verizon reports a 32.6% decline in operating income and a 0.95% postpaid cancellation rate, signaling weaker customer retention.
A 2025 survey shows Verizon customers pay an average of $157 monthly, the highest among major carriers.
CEO Dan Schulman attributes these issues to price increases without added value and to billing and customer service problems.
Policy changes, including stricter device unlocking rules, have frustrated customers amid ongoing service outages.

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