This is accurate in my experience working for numerous ISPs. Especially with DSL service, lines were often overprovisioned up to 20%. I also gained a lot of in

This is accurate in my experience working for numerous ISPs. Especially with DSL service, lines were often overprovisioned up to 20%. I also gained a lot of insight into the tools available to support staff and they varied quite a bit. I even worked on a contract with Frontier for a few months. The service they offered for former Verizon FIOS customers was decent, but DSL customers were treated like crap. Unless a customer went out of their way to make multiple contact attempts and demand to escalate multiple times, they would be largely ignored in any situation that required a truck roll. The company truly did not care and it's obvious nothing has changed (Except maybe for the worse) since I worked that contract. Of the ISPs I worked with I actually found Centurylink to have the best tools and best service. Personally I've been stuck with comcast for most of the last decade so I've never been the customer but the support staff was generally pretty well trained at the time and they had a lot of information available about the line status, as well as direct interface with the CPE. They were in a transition to off-shore support at the time though, and it was clear that the quality of service provided by the off-shore agents was much lower. They were very clearly trained off a tight script and were woefully incapable of handling situations that didn't fit the script.