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ISPs say their “excellent customer service” is why users don’t switch providers (arstechnica.com)

submitted 4 weeks ago by [email protected] to c/[email protected]

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[–] [email protected] 4 points 3 weeks ago

The one time I ever had an outage on my municipal fiber ISP 8 years ago, shortly after install, was just that the installers misaligned the fiber in the port outside. At 4 or so in the morning, I randomly woke up (I think I sensed the internet went out) and Internet was dead for an hour or so.

Next morning, 11am, city truck rolls up, fixes the fiber, and leaves. I never filed a ticket or anything. Hasn't blinked since. I asked them how that worked. They said, the low light was alerted on their end and a service ticket was auto-generated.

Early on, Netflix (back when it was worth paying for) wasn't working one day on the fiber, since we had recently migrated from DSL with 800kbps uplink that would starve out voice calls while browsing TV for a show. I assumed it was the muni ISP. No, it was Netflix themselves, for everyone.

It's weird having Internet as a utility, as it should be. It just always exists and works.