Your rights
Your rights as a US internet customer
Broadband labels, billing rules, what a provider must disclose, and how to complain in a way that actually gets a response.
6 min read · updated August 2026
US broadband is less regulated than most people assume, but you have more leverage than providers volunteer.
Broadband labels are mandatory
Since April 2024 every ISP must display an FCC Broadband Facts label — modeled on a nutrition label — at the point of sale and in your account. It must state:
- The monthly price and whether it is an introductory rate, plus what it becomes and when
- Every recurring fee, itemized
- One-time fees, including installation and activation
- Typical download speed, upload speed and latency — not "up to"
- Data allowances and what happens if you exceed them
- Early termination fees
- Whether the provider participates in low-income programs
If a provider will not show you the label before you sign, that is a violation. Ask for it by name.
What you can act on
The advertised price must include mandatory fees. A "$50/month" plan that is $50 plus an unavoidable $15 equipment charge is $65, and the label must say so.
Billing changes require notice. Providers must notify you before a rate increase. Keep the email — it is what you quote when disputing.
You can leave. Most major providers have moved to no-contract plans. Where a contract exists, the early termination fee must be disclosed up front and typically prorates down over the term.
You own your equipment choice. Under the Television Viewer Protection Act you cannot be charged a rental fee for equipment you did not rent. If you buy your own modem, the fee must come off the bill.
Net neutrality varies by state. There is no federal rule in force. California, Washington, Colorado, Oregon and Vermont have their own laws restricting blocking, throttling and paid prioritization.
Low-income programs
The federal Affordable Connectivity Program ended in June 2024. What replaced it is a patchwork of provider-run plans, most around $10–30/month for 100 Mbps: Xfinity Internet Essentials, Spectrum Internet Assist, Cox ConnectAssist, AT&T Access, Mediacom Connect2Compete. Eligibility usually follows SNAP, Medicaid, SSI, public housing assistance, or free/reduced school lunch. Providers rarely advertise them — you have to ask by name.
Lifeline, the FCC program, still provides up to $9.25/month toward phone or broadband for qualifying households.
How to complain so it works
Step 1 — the provider, in writing. Call, but get a ticket number and follow up by email or chat so there is a written record. State the problem, what you want, and by when.
Step 2 — escalate internally. Ask for the retention or executive relations team. Retention has authority frontline support does not, including credits and rate changes.
Step 3 — the FCC. File at consumercomplaints.fcc.gov. This is the step that changes behavior: the FCC forwards the complaint to the provider, which is then required to respond to you in writing within 30 days. It is free and takes about ten minutes. Providers have dedicated teams for these and they resolve quickly.
Step 4 — your state. Most state attorneys general and public utility commissions accept broadband complaints, and several have consumer protection divisions that pursue billing patterns.
Step 5 — the BBB. Low legal weight, but large providers monitor it and often resolve to protect ratings.
What actually gets results
Be specific and documented. "My internet is bad" goes nowhere. "My plan states typical download of 500 Mbps; I have measured 60–90 Mbps over Ethernet at 9pm on eleven days, logs attached; I am requesting a technician visit and a credit for the affected period" gets handled.
Keep: speed tests with timestamps, your Broadband Facts label, every bill, and every ticket number. The FCC complaint is your real leverage, and it costs you nothing.