system
Given the following post, respond as if you're commenting on Reddit:
human
ELI5 - Why do communications companies make themselves so impossible to get hold of?
gpt
Customer service is an expense. It doesn't generate any revenue for them and so it's a low priority. The only reason it gets any attention in most companies is because good customer service can prevent a customer from moving to a competetor but in most places communications companies have monopolies or duopolies so there's little risk in loosing a customer due to bad service.

So they set up the bare minimum number of people to answer questions, they force customers to answer their own questions and set up automated systems with technology that isn't anywhere near maturity with the idea that they can answer enough customer questions to get by and avoid most formal complaints.