FCC Inquiry on ISP Customer Service Likely to Stall Under New Leadership

Internet providers argue that competition ensures quality service, but critics highlight ongoing issues and limited market options.

The FCC launched an inquiry in October to address widespread complaints about poor customer service from internet service providers (ISPs).
ISPs, represented by major lobbying groups, claim that competition in the broadband market compels them to deliver high-quality service, making additional regulations unnecessary.
Consumer advocacy groups and some state regulators argue that market competition is insufficient, citing examples of poor service, billing issues, and limited provider options in many areas.
Accessibility advocates caution against over-reliance on AI-based customer service, emphasizing the need for live representatives, especially for people with disabilities.
The FCC's effort to regulate ISP customer service is unlikely to move forward under incoming Chairman Brendan Carr, who opposes the inquiry and favors deregulation.