ISPs claim excellent customer service justifies lack of new regulations

On November 26, 2024, various lobby groups representing Internet service providers (ISPs) presented their arguments to the Federal Communications Commission (FCC) regarding customer service and potential regulations. The NCTA-The Internet & Television Association argued that high-quality customer service is essential in the competitive broadband market and that current circumstances render new regulations unnecessary. USTelecom echoed these sentiments, asserting that competition forces providers to deliver not only quality broadband but also solid customer service. However, this stands in stark contrast to complaints from users, particularly in places like California and Oregon, where many residents reported issues such as poor automated customer support, prolonged hold times, and billing discrepancies. The California Public Utilities Commission notably highlighted that a limited number of residents actually benefit from robust competition in their broadband market, with only 26% having access to multiple providers. This disparity prompted the commission to recommend allowing state and local governments the authority to establish customer service standards that might exceed those proposed at a federal level. The FCC's Notice of Inquiry on the matter, which aimed to address mounting complaints about customer service, was approved in a partisan vote. However, it is likely that new proactive regulatory measures will stall under the incoming Republican leadership of Chairman Brendan Carr, who criticized the FCC's initiative as exceeding its authority. The situation underscores the ongoing struggle between consumer satisfaction and the regulatory powers of telecommunications authorities, as many users continue to experience service challenges despite the ISPs' claims of quality performance.