One of the things we do when we get a complaint is make sure that the service provider has engaged in troubleshooting. That's not just about their own facilities; it's also helping the customer figure out things: What modem do you have? How old is your modem? How far is your modem from your equipment? Are you using it plugged in, or are you using it over Wi-Fi? Our expectation is that service providers are going to work with their customers in order to figure that out.
In many of the models, we see that when service providers provide Internet service, they also provide the equipment, so there's an obligation there to also look into that and make sure that the equipment is appropriate in those circumstances.