In today’s connected world, Customer Premises Equipment (CPE)—such as modems, routers, and set-top boxes—plays a crucial role in delivering internet, TV, and phone services. But what happens when these devices malfunction? Who is responsible for repairs? And how does the Right to Repair movement impact how Internet Service Providers (ISPs) handle device servicing?
This article explores the intersection of Right to Repair and CPE, examining how ISPs manage device repairs, the challenges customers face, and what the future holds for consumer rights in equipment servicing.
Understanding CPE and Its Role in ISP Services
Customer Premises Equipment (CPE) refers to devices provided or leased by ISPs to deliver services to end-users. Common examples include:
- Modems & Routers – For broadband internet access
- Set-Top Boxes – For cable or IPTV services
- VoIP Adapters – For digital phone services
Since ISPs often retain ownership of these devices, they control repair and replacement policies. This has led to debates around consumer rights, repair accessibility, and sustainability.
What Is the Right to Repair Movement?
The Right to Repair is a global advocacy effort pushing for laws that allow consumers and third-party technicians to:
- Fix their own devices without manufacturer restrictions
- Access repair manuals, tools, and parts
- Avoid forced obsolescence that leads to unnecessary replacements
For CPE, this means challenging ISPs’ monopoly over repairs and advocating for user-friendly servicing options.
How ISPs Handle CPE Repairs Today
Most ISPs follow one of three approaches when dealing with faulty CPE:
1. Full Replacement Policy
Many ISPs opt for complete device replacements instead of repairs. Reasons include:
- Cost efficiency – Labor and logistics for repairs may exceed replacement costs.
- Faster resolution – Swapping devices reduces downtime.
- Limited repair infrastructure – Some ISPs lack in-house repair facilities.
Downside: This leads to e-waste accumulation, as functional components are discarded.
2. In-House or Authorized Repair Centers
Some larger ISPs operate dedicated repair facilities or partner with authorized service providers. Benefits include:
- Controlled quality assurance
- Faster turnaround for minor fixes
- Potential cost savings over replacements
Downside: Customers may face long wait times or restricted access to self-repair options.
3. “No Repair” Lease Agreements
Certain ISPs explicitly prohibit customers from attempting repairs, citing:
- Warranty violations
- Potential service disruptions
- Security risks (e.g., tampering with firmware)
Downside: Consumers are left with no choice but to depend on ISP support, even for simple fixes.
Challenges Faced by Consumers
1. Long Wait Times for Replacements
Customers often endure days without service while waiting for a replacement device.
2. High Costs for Out-of-Warranty Repairs
If a leased device fails outside warranty, users may face hefty replacement fees.
3. Limited Repair Options
Many ISPs void warranties if third-party repairs are attempted, forcing customers into a repair monopoly.
4. Environmental Concerns
The throwaway culture in CPE servicing contributes significantly to electronic waste.
How the Right to Repair Could Change CPE Servicing
If Right to Repair laws expand to cover ISP equipment, we could see:
✅ More Repair Options – Customers and independent shops could fix devices legally.
✅ Access to Schematics & Firmware – ISPs may be required to release repair documentation.
✅ Longer Device Lifespans – Fewer premature replacements reduce e-waste.
✅ Lower Costs – Competition in repairs could drive down servicing prices.
Example: In 2023, the FCC pushed for Right to Repair rules for broadband equipment, signaling potential regulatory changes.
What Customers Can Do Today
While waiting for broader reforms, consumers can:
🔧 Check Warranty Terms – Know your ISP’s repair/replacement policies.
🔧 Request Refurbished Units – Some ISPs offer repaired devices at lower costs.
🔧 Advocate for Change – Support Right to Repair legislation in your region.
🔧 Consider Buying Your Own Equipment – Owning your modem/router may offer more control.
The Future of CPE Repairs
As Right to Repair gains momentum, ISPs may need to adopt:
- Modular designs for easier fixes
- Self-repair programs with official part sales
- Transparent repair policies to comply with new laws
The shift could lead to more sustainable, consumer-friendly CPE servicing—benefiting both users and the environment.
Final Thoughts
The Right to Repair movement is reshaping how ISPs handle CPE repairs, pushing for greater consumer freedom and reduced e-waste. While most providers currently control repairs tightly, regulatory changes and consumer demand could soon open doors for more flexible, eco-conscious servicing options.
For now, understanding your ISP’s policies and advocating for repair rights remain the best ways to navigate the system.