Surely if the customer is prepared to go to the trouble of calling you up about their problem they're likely to leave if you don't solve it? At least unless you have a monopoly?
It's not quite that drastic. Anywhere I lived I had at least two, often three options. But switching, especially if you have physical wiring and figured it out and working the way you want, is a hassle, so I would not do it lightly. My 2c.
There at most 2 wired internet options at every address I’ve seen. You have wired cable internet via coaxial from TV company, and fiber to the home from the telephone company, if you’re lucky (a very small percent of homes have this option). Most people just have the option of cable internet from TV company.
And wired DSL with 3Mbps from phone company doesn’t count as broadband internet, in my opinion.
I've generally had two choices: 5-12Mbps DSL or cable. A couple times I was able to get Google Fiber, but I'm sure you know how limited the availability of that is.
There aren't a lot of ISP/cable companies around and it can takes weeks and fees (for breaking contract) before moving to a clone of that company (and most likely suffer downtimes during that time).
I am really looking forward to StarLink. Even if it is expensive many ISPs outside the cities that are now just monopolies will find they will have to improve customer service.
