Pretty much universally, everyone hates Comcast. Their business model has for years been, "do everything possible to suppress competition, then raise prices and reduce the level of service". Everywhere they're being competed with, they have excellent service and low prices (and are fighting hard to get other players out of their market and lobbying against municipal broadband). Everywhere else, you pay them because they're the only option, and you get what you get.
Now they're starting to notice that when large swaths of their customers have *any* other choice, even if it's a worse one on paper, they'll leave. When you force people to be your friend, they're not your friend and they'll resent you forever. All this time they'd have done better to be loyal to their customers, if they wanted to see that loyalty back from them.
You want people to stick around? Don't merge your support and sales departments. Don't offer price guarantees then break them. Don't degrade traffic to website that haven't paid you a kickback. And, jesus christ, gigabit service should never, ever struggle to keep up with *netflix streaming*.