Yes, of course customer service is top priority, at least it should be. In my country, there are people intentionally staying on a cable ISP for their excellen

Yes, of course customer service is top priority, at least it should be. In my country, there are people intentionally staying on a cable ISP for their excellent support and the fact they carry non-government non-right-wing channels which are unwanted on other government-controlled ISPs (i.e. CNN affiliate). The cable ISP is slower and more expensive (up to 100% more) than FTTH at the government owned telco, but people really appreciate having problems fixed in a day after one call and not an agonizing process lasting months(!!) that often just ends with them cancelling your contract and waiving the early cancellation fee, and then blacklisting your location from getting service because it is problematic. Also funnily enough we had that same problem with billing, it lasted for 18 months, during which time no correct bills were sent, no payments were logged and nobody's service was shut off for non-payment. The ISP mostly forgave the debts [1] of all customers because they couldn't keep track of it. I first because a user just as it happened and haven't paid a year due to them messing up my discounted rate and then just telling me not to pay and sending a corrected bill for 1,00 RSD (basically free) because they can't guarrantee they will log the payment properly. Hilarious really. [1] and reported the biggest lost since 1980s when it was founded, but hey it's government owned, the people will eat the debt haha /s