Then they ought to stop abusing the communication channels they have. If they send so much email and snail mail spam that the customer automatically ignores it, that's the choice they have made.
What happens when a customer who really does have a modem that is vulnerable or outmoded runs into related issues? Is that customer going to accept "Well, we included it with our junk mail" as an explanation? As for email, does anyone use their ISP-provided email address anymore? Everyone has a third party provider (mostly Gmail).
I don't think there's any fault in logic in presuming that the best way to make sure a customer receives a notification is to insert as near to their known-active stream as possible. I don't condone altering that stream, but I think it would be nice if they could send a page, potentially at the browser or OS level, exclusive for system control and status messages (no sales, marketing, billing, or collection messages allowed).
I am so sick and tired of xfinity mailings addressed to me or my wife or former residents of the home address asking us to switch to them for a two year discount that I know they won’t give us because we’re already a customer. They even just jacked my rates yet again.
As a Comcast customer until ~6 months ago, I brought in a cable box they forced upon me as part of a packaged rate (cheaper than internet alone) once my contract ended.
I had tried calling customer service to see if they'd give me a new bundle but they told me they were only for new customers, so I switched ISPs.
Anyways, when I went in store to return the equipment, the guy I spoke to told me to not bother with phone support but to instead come in store or call him directly (he gave me a business card) since he can get existing customers bundled rates that the phone reps can't.
While I had the choice of ISP many don't, I'd definitely recommend going to a store location where you can talk face to face with someone in your area and see if you can't get a contract at a better rate than you pay month to month.
Along the lines of this. Anyone in the industry, why do they not cross reference the street addresses of their current subscribers and reduce the promotional mailing list or mail relevant promotions? Maybe it seems cheaper to do it this way, but it's actually quite antagonistic to current customers.
Why would they not maintain a clean marketing list!?