The New York Times has a story about the escalation of the turf wars going on around the USA between the cable MSO's and the Telcos.
The issues, that both sides seem to think are intentional, are more than likely one more example overall of the declining concept of customer service and craftsmanship that is impacting the USA overall.
We need better customer service and a more, professional approach to field forces in order to see the Communications industry really shine. The methodical dismantling of the Communications Workers of America by Ma Bell (and her stepchildren and mistresses) since 1982 has clearly provided an entree for less skilled workers. The ever declining union base in the USA has also contributed to this, but both sides created this problem. Labor got too militant, and a management moved in directions which made unions redundant in many places.