FCC Launches Review of Cable and Phone Companies' Customer Service Practices.

The Federal Communications Commission (FCC) has initiated a formal review of customer service practices in the cable, phone, and broadband industry. The review, approved by a 3-2 vote, aims to improve subscription cancellation processes, access to live customer service agents, and support for consumers with disabilities. FCC Chairwoman Jessica Rosenworcel emphasized the importance of consistent, transparent, and helpful customer service in these essential communications services.

This probe is part of the Biden-Harris administration's broader "Time Is Money" initiative, which targets businesses that intentionally complicate customer service processes to maximize profits. The initiative includes other measures such as the Federal Trade Commission's "click-to-cancel" rule and a ban on fake review trading.

The FCC's review will focus on ensuring explicit consumer consent for automatic service renewals and price increases after promotional periods. It may also lead to updates of existing rules, including expanding cable customer service regulations to cover satellite TV, voice, and broadband services.

Report by CX Dive