• This page, AG Campbell Joins Coalition Encouraging the FCC to Ensure Consumers Have Appropriate Access to Customer Service Resources From Internet, Cable, and Voice Providers , is   offered by
  • Office of the Attorney General
Press Release

Press Release  AG Campbell Joins Coalition Encouraging the FCC to Ensure Consumers Have Appropriate Access to Customer Service Resources From Internet, Cable, and Voice Providers

For immediate release:
12/11/2024
  • Office of the Attorney General

Media Contact

Sydney Heiberger, Press Secretary

BOSTON — Massachusetts Attorney General Andrea Joy Campbell has joined a coalition of 15 attorneys general in sending a letter to the Federal Communications Commission (FCC) in support of rules that would require internet, cable, voice, and broadcast satellite providers to take some of the pain out of routine customer service calls and improve the overall customer experience. 

The Attorney General’s Office (AGO) often receives complaints from consumers who have poor and limited interactions with customer service representatives and online chatbots from internet, cable, voice, and broadcast satellite providers. AG Campbell and the coalition are supporting efforts by the FCC to expand existing requirements, that are currently only applicable to cable providers, to all providers. 

The letter also urges the adoption of rules that will make it quicker and easier for consumers to reach live agents, require companies to provide automatic credits for service outages or missed service appointments, require enhanced training for customer service representatives, and permit consumers to obtain their recorded conversations with customer service representatives, among other things.   

The coalition’s comment letter comes in response to an FCC Notice of Inquiry (NOI) about its intention to consider expanding the rules currently in place for cable providers.   

You can read the full letter here.

This matter was handled by Assistant Attorney General Carol Guerrero of the AGO’s Consumer Protection Division.   

AG Campbell was joined by the attorneys general from Pennsylvania, California, New Jersey, Oregon, Illinois, Minnesota, Arizona, Connecticut, Vermont, Michigan, Colorado, Mississippi, Maryland, and the District of Columbia.

###

Media Contact

  • Office of the Attorney General 

    The Attorney General is the chief lawyer and law enforcement officer of the Commonwealth of Massachusetts.
  • Help Us Improve Mass.gov  with your feedback

    Please do not include personal or contact information.
    Feedback