I don't think the cable companies have much of a side. I think a large part of the problem is complacency about improving service on the cable companies' side

I don't think the cable companies have much of a side. I think a large part of the problem is complacency about improving service on the cable companies' side rather than active malfeasance: they simply don't have to work very hard to retain customers since the local markets are monopolies or small, stable, oligopolies. There just needs to be some more competition to hold their feet to the fire.