The US broadband and wireless service industry has responded to the Federal Communications Commission's (FCC) inquiry into the quality of internet and phone providers' customer support, claiming that competition is enough to ensure excellent customer service. This assertion comes despite widespread consumer complaints about the quality of customer support from internet service providers (ISPs).

In filings submitted to the FCC, trade associations such as NCTA – The Internet & Television Association, USTelecom, and CTIA argued that the competitive broadband market forces them to provide high-quality customer service to attract and retain customers. NCTA stated that its cable operator members "continuously strive to ensure that the customer support they provide is effective and user-friendly." USTelecom echoed this sentiment, saying that customers already receive "high-quality customer service" due to the competitive nature of the market.

USTelecom also highlighted the potential of artificial intelligence (AI) in improving customer service triaging and routing issues. The group believes that AI chat agents will become more effective in addressing customers' needs over time, and if providers fail to meet customer expectations, they risk losing customers to competitors. However, advocacy groups for accessibility have expressed concerns about relying too heavily on AI, citing its limitations in replicating the nuanced communication experience provided by live agents, particularly for complex inquiries or those requiring cultural and linguistic sensitivity.

ACA Connects, which represents smaller, more rural communications providers, argued that these companies are incentivized to provide good service due to the high cost of building and operating networks. According to the group, this motivates them to sign up every household they pass and retain each customer.

Despite the industry's claims, it is difficult to reconcile them with recent history, such as T-Mobile's acquisition of US Cellular and Verizon's agreement to buy Frontier. These mergers and acquisitions have raised concerns about the impact of consolidation on competition and, subsequently, customer service.

The debate surrounding the quality of customer service from ISPs is ongoing, with many consumers expressing frustration with their experiences. The FCC's inquiry and the industry's response have sparked a crucial conversation about the role of competition in driving customer service excellence and the need for regulatory oversight to ensure that providers are held accountable for meeting customer needs.

As the FCC continues to review the quality of customer support from internet and phone providers, it remains to be seen whether the industry's claims about the effectiveness of competition will be borne out. One thing is clear, however: the need for robust customer service that meets the evolving needs of consumers is more pressing than ever.