Zero competition in an egregiously high amount of locations in the United States.

The internet is a fundamental human right, like access to water and power. It is now required by most school systems. It should be protected by Net Neutrality legislation and in places with zero competition, treated as a utility. Or, at minimum, the laws should make it easier to allow for competition — such as outlawing geographic cable internet monopolies, outlawing cable company monopoly deals with cities and counties, and providing access to physical infrastructure for new players in the space.

Your anecdote, while understandable, doesn’t apply to all. My utilities are just fine with customer service just fine.