[Porthos9K]

"We don’t care. We don’t have to. We’re the Phone Company." --Lily Tomlin

https://snltranscripts.jt.org/76/76aphonecompany.phtml

It used to be funny because it was true. The problem is that it's still true. But now it's true of ISPs, at least in the United States; they have regional monopolies or at most a single competitor using a different physical infrastructure as is the case of Comcast and Verizon.

The support experience sucks for people who know anything about networking because there's no profit in providing better service when most customers are incapable of appreciating it. Since there's no profit, and most customers are incapable of recognizing or demanding better support, ISPs can get away with skimping on that aspect of the experience. Just as they've mainly gotten away with skimping on infrastructure and clinging to IPv4.

"We don't care. We don't have to. We're the Internet Service Provider."