Isn't horrible customer service a staple of American broadband companies? And the sole reason they get away with it is because they have very effectively lobbie

Isn't horrible customer service a staple of American broadband companies? And the sole reason they get away with it is because they have very effectively lobbied in many state, town jurisdictions such that any alternative providers have no chance of making a competitive offer (either because there are no other competitors offering fiber or because getting connected would be very costly)? In that case customer service is a pure cost factor where companies are incentivized to provide the bare minimum that just retains the customer. If I were a shareholder of AT&T I'd say they are doing things by the book.