Last month, the Federal Communications Commission (FCC) announced a review of the customer service provided by ISPs (internet service providers), indicating that the quality of service was often so inadequate that it complicated consumers’ ability to change providers.
In response, ISPs, through a lobbying organization, asserted that they deliver “effective and user-friendly” customer service, arguing against the need for new regulations.
Previously, the FCC mentioned that it was contemplating regulatory measures to facilitate easier transitions for consumers switching to new providers.
Interacting with customer service should be straightforward. However, many consumers finding help in the communications sector face a complex labyrinth of chatbots and automated systems, often leading to delays that can be frustrating and unproductive. This situation has the potential to discourage consumers from switching providers, ultimately harming the market.
As such, we initiate this inquiry to explore methodologies that ensure consumers can access the essential customer service resources they need for effective communication with their service provider, helping them resolve issues quickly, avoid unplanned costs, and make informed decisions about the services they choose. We seek initiatives that could alleviate some common frustrations found in routine customer service experiences and improve consumer choice when unhappy with their current providers.
Arstechnica has reported on the stance taken by the industry lobbying group NCTA.
The cable industry group NCTA-The Internet & Television Association informed the FCC that “delivering high-quality products and services alongside a positive customer experience is crucial in today’s competitive communications landscape. NCTA’s cable operator members continuously aim to ensure that their customer support is effective and user-friendly to attract and retain customers. Therefore, new regulations that intrusively manage providers’ customer service processes are unwarranted.”
A representative organization for major telecommunications companies concurred.
USTelecom, which includes telcos like AT&T and Verizon, stated that “the competitive broadband marketplace compels providers to offer not only high-quality broadband but also excellent customer service.”
Thus, everything appears to be fine.
Unfortunately, the prospect of the FCC acting on these concerns seems dim, particularly with the change in administration.
This proceeding is unlikely to progress under new Chairman Brendan Carr, a Republican appointed by President-elect Donald Trump. Carr dissented from the Notice of Inquiry, claiming the potential actions considered by the FCC exceed its regulatory powers…
With Carr in charge, ISPs are probably going to receive what they wish for: no new regulations and likely a rollback of some existing rules.
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