Major internet service providers’ pandemic relief efforts are alienating consumers with opaque terms of service and unforeseen fees

The largest ISPs in the US rolled out a number of programs in response to the coronavirus pandemic, intended to help low-income customers access the internet, according to The New York Times. Charter, for instance, had 119,000 households sign up in March for its 60-day free service offer for teachers and students. But consumers have encountered unforeseen policy barriers that limit the relief promised by such programs.

A Louisville, Kentucky-based nonprofit helped more than 30 families sign up for the free 60-day offer, according to the Times, but some of those customers were still charged for service and had to dispute the

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