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⚠ Broadband Customers Leave More OftenModerate threat

T-Mobile US (TMUS) — threat to the moat

T-Mobile blames rising account churn on broadband-only accounts after Metronet; the growth strategy adds less sticky customers.

T-Mobile's account churn is rising for a reason it names: "Higher average broadband-only accounts, including following the acquisition of Metronet"1. Metronet brought 755,000 fiber customers and Lumos 97,0002, and T-Mobile's broadband base reached 9,447 thousand at the end of 20253.

T-Mobile postpaid account churn, quarter (%)0.92Q2 20250.99Q2 2026T-Mobile US Investor Factbook Q2 2026
Seven basis points more households leaving each month.

Broadband-only customers are a different business. They do not carry a phone plan, a device payment or a family of lines, which are the things that keep a wireless customer in place. A household that takes only home internet can switch to cable or fiber with one appointment.

The fiber customers are a large new group. Metronet alone brought "713,000 residential fiber customers" for T-Mobile's $4.6 billion investment4, and total broadband net additions were 2,015 thousand in 20255. The faster that base grows, the more its churn sets the company average.

These customers were also expensive to acquire. T-Mobile invested $932 million in the Lumos venture, which came with 97,000 fiber customers6, about $9,600 for each customer7. A customer bought at that price who leaves more often than a phone customer takes a large part of the purchase price with them. The economics of the fiber deals depend on these households churning less than the broadband average, not more.

The concern is that the mix keeps shifting toward them as T-Mobile pursues its broadband targets. Account churn still climbing a year from now, with broadband a larger share of accounts, would show the strategy buying growth with less sticky customers; account churn of 0.99% in the June 2026 quarter8 is the starting point.

References
  1. ReportedT-Mobile's account churn is rising for a reason it names: "Higher average broadband-only accounts, including following the acquisition of Metronet".
    T-Mobile US Investor Factbook for Q2 2026, Form 8-K exhibit 99.2 - quarterly revenue lines, postpaid accounts, churn, ARPA and its drivers, upgrade rate, bad debt, margins, balance sheet and leverage ratios - postpaid accounts, account churn, ARPA and its drivers, and the upgrade rate. — Q2 2026 · publ. 23 July 2026 · source ↗
  2. ReportedMetronet brought 755,000 fiber customers and Lumos 97,000, and T-Mobile's broadband base reached 9,447 thousand at the end of 2025.
    T-Mobile US, Inc. Form 10-K for fiscal 2025 (year ended 31 December 2025) - acquisitions and joint ventures: UScellular, Metronet, Lumos, Ka'ena, Vistar and Blis. — FY2025 · publ. 11 February 2026 · source ↗
  3. ReportedMetronet brought 755,000 fiber customers and Lumos 97,000, and T-Mobile's broadband base reached 9,447 thousand at the end of 2025.
    T-Mobile US fourth-quarter and full-year 2025 results release, Form 8-K exhibit 99.1 - broadband customers, shareholder returns of $14.0 billion in 2025 and the network-award record. — FY2025 · publ. 11 February 2026 · source ↗
  4. ReportedMetronet alone brought "713,000 residential fiber customers" for T-Mobile's $4.6 billion investment, and total broadband net additions were 2,015 thousand in 2025.
    T-Mobile US, Inc. Form 10-K for fiscal 2025 (year ended 31 December 2025) - acquisitions and joint ventures: UScellular, Metronet, Lumos, Ka'ena, Vistar and Blis. — FY2025 · publ. 11 February 2026 · source ↗
  5. ReportedMetronet alone brought "713,000 residential fiber customers" for T-Mobile's $4.6 billion investment, and total broadband net additions were 2,015 thousand in 2025.
    T-Mobile US fourth-quarter and full-year 2025 results release, Form 8-K exhibit 99.1 - broadband customers, shareholder returns of $14.0 billion in 2025 and the network-award record. — FY2025 · publ. 11 February 2026 · source ↗
  6. ReportedT-Mobile invested $932 million in the Lumos venture, which came with 97,000 fiber customers, about $9,600 for each customer.
    T-Mobile US, Inc. Form 10-K for fiscal 2025 (year ended 31 December 2025) - acquisitions and joint ventures: UScellular, Metronet, Lumos, Ka'ena, Vistar and Blis. — FY2025 · publ. 11 February 2026 · source ↗
  7. Moat Explorer calcT-Mobile invested $932 million in the Lumos venture, which came with 97,000 fiber customers, about $9,600 for each customer.
    Moat Explorer calculation from T-Mobile US reported figures ($ millions unless stated; calendar years). Revenue lines: FY2025 shares of total revenues 88,309: postpaid 57,932 = 65.6%, prepaid 10,497 = 11.9%, wholesale and other service 2,877 = 3.3%, equipment 15,972 = 18.1%, other 1,031 = 1.2%. Postpaid share of total revenues 2018 20,862 / 43,310 = 48.2%. Service revenues = postpaid + prepaid + wholesale and other service: 2018 32,441, 2020 50,395, 2022 61,323, 2025 71,306; postpaid share of service revenues 2018 64.3%, 2020 72.0%, 2022 74.9%, 2025 57,932 / 71,306 = 81.2%; Q2 2026 15,853 / 18,983 = 83.5%. Postpaid growth 2025 57,932 / 52,340 - 1 = +10.7%; 2021-2025 (57,932 / 42,562)^(1/4) - 1 = 8.0% a year. Wholesale and other service 2,877 / 5,547 - 1 = -48.1% (2022 to 2025). Prepaid ARPU 34.14 / 37.92 - 1 = -10.0% (2023 to 2025). Equipment revenues less cost of equipment sales 15,972 - 21,277 = -5,305 (2025), 14,263 - 18,882 = -4,619 (2024), 14,138 - 18,533 = -4,395 (2023); loss over service revenues 5,305 / 71,306 = 7.4% (2025), 4,395 / 63,241 = 6.9% (2023); equipment share of revenue 2021 20,727 / 80,118 = 25.9%; cost of equipment sales growth 21,277 / 18,882 - 1 = +12.7%. Revenue growth 2025 88,309 / 81,400 - 1 = +8.5%; operating income growth 18,279 / 18,010 - 1 = +1.5%. Q2 2026 against Q2 2025: total revenues 22,791 / 21,132 - 1 = +7.9%; service revenues 18,983 / 17,438 - 1 = +8.9%; postpaid 15,853 / 14,078 - 1 = +12.6%; prepaid 2,473 / 2,643 - 1 = -6.4%; wholesale and other service 657 / 717 - 1 = -8.4%; equipment 3,524 / 3,439 - 1 = +2.5%; operating income 5,490 / 5,213 - 1 = +5.3%; net income 3,239 / 3,222 - 1 = +0.5%; Core Adjusted EBITDA 9,537 / 8,541 - 1 = +11.7%. T-Mobile postpaid revenue growth +12.6% against AT&T wireless service revenue growth +3.3%. Capital expenditure 9,955 / 13,970 - 1 = -28.7% (2022 to 2025); as a share of revenue 9,955 / 88,309 = 11.3% (2025), 13,970 / 79,571 = 17.6% (2022). Customers and accounts: low- and mid-band spectrum 394 - 357 = 37 MHz added (2021 to 2025); 2.5 GHz share 185 / 394 = 47.0%. Auction 108 cost 304 / Channel 51 purchase 3,500 = 8.7%, less than a tenth. Monthly churn times twelve: 1.58% x 12 = 19.0% a year (about a fifth), 0.86% x 12 = 10.3% (about a tenth). Postpaid accounts 34,700 / 31,502 - 1 = +10.2%; accounts acquired 1,448 (UScellular) + 633 (Metronet and other) + 85 (Lumos) = 2,166; excluding them (34,700 - 2,166) / 31,502 - 1 = +3.3%. Postpaid phone customers 85,594 - 79,013 = 6,581 added in 2025, of which 3,287 from UScellular = 49.9%, about half; organic 6,581 - 3,287 = 3,294. Postpaid account lead over Verizon 34,700 - 34,237 = 463 thousand; Verizon ARPA 168.35 / 152.91 - 1 = +10.1%, a difference of $15.44. ARPA growth 152.91 / 149.87 - 1 = +2.0% (Q2 2026); 143.85 / 139.27 - 1 = +3.3% (2024); 148.97 / 143.85 - 1 = +3.6% (2025); 2018-2025 (148.97 / 128.86)^(1/7) - 1 = 2.1% a year. Customers per employee 142,388,000 / 75,000 = 1,899. 5G broadband to target 15,000 - 8,450 = 6,550 thousand over five years = 1,310 thousand a year; other broadband 9,447 - 8,450 = 997 thousand. Capital and valuation: spectrum licences over total assets 98,032 / 219,237 = 44.7% (2025), 98,178 / 213,553 = 46.0% (30 June 2026). Spectrum step-up in the Sprint year 82,828 - 36,465 = 46,363. Sprint merger-related costs 1,915 + 3,107 + 4,969 + 1,034 = 11,025, about $11.0 billion; 2020-2022 1,915 + 3,107 + 4,969 = 9,991. Lease expense 5,197 / 5,066 - 1 = +2.6%. Net interest expense 3,774 / 3,335 - 1 = +13.2% (2023 to 2025). Employee expenses 8,553 / 7,041 - 1 = +21.5%. Bad debt expense 1,370 / 898 - 1 = +52.6%. Core Adjusted EBITDA over service revenues 29,116 / 63,241 = 46.0% (2023), 31,771 / 66,178 = 48.0% (2024), 33,924 / 71,306 = 47.6% (2025). Digital and AI target 3,000 / 33,924 = 8.8% of 2025 Core Adjusted EBITDA. Shareholder returns 2025 14,000 / Adjusted Free Cash Flow 17,995 = 77.8%; cumulative returns 54.6bn / market value 176.60bn = 30.9%; 2026 program 18.2bn / 176.60bn = 10.3%; trailing free cash flow 18.40bn / 176.60bn = 10.4%. Deutsche Telekom stake 54.3% x 176.60bn = 95.9bn. Market value 176.60 / 256.15 - 1 = -31.1% (end-2024 to October 2026). Verizon 190.79bn / AT&T 166.51bn = 1.146. Contracted revenue 2,700 + 1,200 + 938 + 2,200 = 7,038, over revenue 88,309 = 8.0%; wholesale minimums 1,200 + 938 + 2,200 = 4,338. Fiber joint venture commitments 932 + 500 + 4,600 + 700 + 2,000 = 8,732, about $8.7 billion. Further derived figures: ad-technology purchases Vistar 621 + Blis 180 = 801; lease expense over revenue 5,197 / 88,309 = 5.9%; low-band spectrum 600 MHz 43 + 700 MHz 12 + 800 MHz 14 = 69 MHz; total customers added in 2024 129,528 - 119,700 = 9,828, of which Mint 3,504 = 35.7%; SG&A 23,470 / 20,818 - 1 = +12.7%; advertising expense 3,668 / 2,515 - 1 = +45.8%; postpaid other customers 30,851 / 22,116 - 1 = +39.5%; postpaid revenues first half 2026 31,482 / 27,672 - 1 = +13.8%; net income Q1 2026 2,504 / 2,953 - 1 = -15.2%; wholesale and other service share of service revenues 6,074 / 58,369 = 10.4% (2021), 2,877 / 71,306 = 4.0% (2025); Q4 2025 total revenues less service revenues 24,334 - 18,702 = 5,632; postpaid RPO over postpaid revenues 2,700 / 57,932 = 4.7%; fiber customers acquired 755 + 97 = 852 thousand, against a 3,000-4,000 thousand target, 2,148-3,148 thousand to go; first half 2026 service revenues 37,814 / 34,363 - 1 = +10.0%, net income 5,743 / 6,175 - 1 = -7.0%, Core Adjusted EBITDA 18,777 / 16,799 - 1 = +11.8%; postpaid phone ARPU 50.37 / 49.35 - 1 = +2.1% (2025); prepaid churn over postpaid phone churn 2.72 / 0.93 = 2.9 times; Verizon total revenues 34,253 / 34,504 - 1 = -0.7%; Lumos 932,000,000 / 97,000 customers = about $9,608 (about 9,600) a customer; postpaid accounts Q3 2025 33,979 - 31,502 = 2,477; equipment revenues first half 2026 7,520 / 7,143 - 1 = +5.3%; three carriers 35 + 34 + 27 = 96%; bad debt and receivable losses 1.8% x 22,791 = about 410 (Q2 2026); prepaid customers 25,943 - 25,410 = 533, of which UScellular 349; depreciation and amortization less capital spending 13,508 - 9,955 = 3,553 (2025); employee expenses per employee 8,553,000,000 / 75,000 = about $114,000 (2025), 7,041,000,000 / 70,000 = about $101,000 (2024); deal values Ka-ena up to 1,350 + UScellular 4,400 + Metronet 4,600 = 10,350, about $10.4 billion; Metronet and other 633 + Lumos 85 = 718; net income over total revenues 2,103 / 24,334 = 8.6% (Q4 2025), 3,222 / 21,132 = 15.2% (Q2 2025); ARPA 152.91 / 148.97 - 1 = +2.6%; lease expense 5,066 / 5,398 - 1 = -6.2% (2024); total customers added 2024 129,528 - 119,700 = 9,828; UScellular merger costs net of tax first half 2026 476 + 146 = 622; return on equity 10,992 / ((59,203 + 61,741) / 2 = 60,472) = 18.2% (2025), 11,339 / ((61,741 + 64,715) / 2 = 63,228) = 17.9% (2024); wholesale and other service share of service revenues 1,981 / 32,441 = 6.1% (2018), 4,782 / 63,241 = 7.6% (2023); wholesale 1,183 + roaming and other service 798 = 1,981 (2018), 1,279 + 1,005 = 2,284 (2019), as recast in the FY2020 10-K; year-end P/E about 20.7 (2025) and 22.6 (2024); customers added 2020 to 2025 142,388 - 102,064 = 40,324 thousand, about 40 million. Trailing twelve months to June 2026: revenue 88,309 - 42,018 + 45,898 = 92,189; net income 10,992 - 6,175 + 5,743 = 10,560. Year-end market value (stockanalysis.com) over net income and total revenues: 2015 31.92bn / 733 = 43.55, / 32,467 = 0.983; 2016 47.39 / 1,460 = 32.46, / 37,490 = 1.264; 2017 52.84 / 4,536 = 11.65, / 40,604 = 1.301; 2018 53.97 / 2,888 = 18.69, / 43,310 = 1.246; 2019 67.09 / 3,468 = 19.35, / 44,998 = 1.491; 2020 167.37 / 3,064 = 54.62, / 68,397 = 2.447; 2021 144.87 / 3,024 = 47.91, / 80,118 = 1.808; 2022 174.18 / 2,590 = 67.25, / 79,571 = 2.189; 2023 185.42 / 8,317 = 22.29, / 78,558 = 2.360; 2024 256.15 / 11,339 = 22.59, / 81,400 = 3.147; 2025 227.10 / 10,992 = 20.66, / 88,309 = 2.572; October 2026 176.60 / 10,560 = 16.72, / 92,189 = 1.916 - capital: spectrum, costs, margins, shareholder returns, debt, commitments and valuation. — FY2015-Q2 2026 · publ. October 2026 · source ↗
    Method: Arithmetic on figures reported in T-Mobile US Forms 10-K, 10-Q, earnings releases and the Investor Factbook, Verizon and AT&T Q2 2026 releases, and stockanalysis.com market values; each operand is stated in the source line.
  8. ReportedAccount churn still climbing a year from now, with broadband a larger share of accounts, would show the strategy buying growth with less sticky customers; account churn of 0.99% in the June 2026 quarter is the starting point.
    T-Mobile US Investor Factbook for Q2 2026, Form 8-K exhibit 99.2 - quarterly revenue lines, postpaid accounts, churn, ARPA and its drivers, upgrade rate, bad debt, margins, balance sheet and leverage ratios - postpaid accounts, account churn, ARPA and its drivers, and the upgrade rate. — Q2 2026 · publ. 23 July 2026 · source ↗
Sources
Generated October 6, 2026