Who’s control, the technicians, sure it’s out of their control but corporate not so much it’s just a matter of monetary gain or loss to keep the company profitable and in business.
Concern with customer service is what they say but if that was the case then system upgrades and stability would be a priority.
Their technicians probably deserve a pay raise or at the minimum a bonus for doing the work they do sometimes, such is the case for me, since they are out in the current weather we are having down here in the south, however with telephone and tv service for weather updates depending on a reliable internet connection more resources should have been spent sooner to upgrade the system, and repairs and upgrades done before waiting for the mess to hit the fan before having to fix it or upgrade it. More proactive and less reactive is preferable.
Without competition within the industry though I fear they will never have an urgent need to upgrade or provide more reliable service until it’s absolutely necessary which pretty much means when their stuff breaks an interrupts the service completely otherwise they don’t bother to do so.