BT Slows Exodus of Broadband Customers Amid Alt-Net Rival Struggles

BT has stemmed the exodus of broadband customers, losing 169,000 over Q3, an improvement from the previous quarter. The figure is below analyst expectations, with shares jumping up to 10%. The telecoms giant has been hit by troubles at TalkTalk and the decline of smaller rivals, but the Openreach customer base is beginning to stabilise amid heavy investment in the network.

BT Group reported a significant improvement in its broadband customer base in the third quarter of 2025, losing only 169,000 customers compared to the previous quarter's record loss of 249,000. This figure is below analyst expectations and has led to a substantial increase in BT's stock price, with shares jumping as much as 10% to their highest level in six years.

The improvement can be attributed to several factors, including BT's ongoing investment in its network and the recent deal with Hyperoptic, which is expected to bring an additional million homes to the Openreach network. Additionally, the company has been bolstered by a more stable market and increased competition from smaller rivals, known as "alt-nets," which have been struggling to maintain their customer bases.

However, BT has faced challenges from TalkTalk, which lost 100,000 subscribers in the last quarter alone. The decline in TalkTalk's subscriber base has indirectly affected BT, as TalkTalk used the Openreach network. Despite these challenges, BT's Openreach customer base has begun to stabilize, indicating that the company's network investments are starting to pay off.

The improved performance comes as a boost for Allison Kirkby, who took over as chief executive of BT at the beginning of 2024. She has been working on a turnaround plan aimed at simplifying BT and refocusing the company on its core offerings of mobile and broadband services. Additionally, BT has poached chief financial officer Patricia Cobian from its largest rival, Virgin Media O2, to further bolster its financial leadership.

The latest figures suggest that BT's network has expanded by one million homes over the past six consecutive quarters, with an average build rate of 81,000 homes per week. This expansion has been driven by BT's commitment to investing in its network infrastructure and its ability to attract new customers through strategic partnerships and innovative services.

References:
[1] https://www.ispreview.co.uk/index.php/2025/07/bt-see-loss-of-169k-openreach-uk-broadband-lines-and-appoints-new-cfo.html
[2] https://finance.yahoo.com/news/bt-slows-exodus-broadband-customers-133956933.html