In the UK we've got two levels: the ISPs (who don't put cable or fibre in the ground) and the network (who don't provide ISP services but do maintain the cables / fibre).

In this example customers would have been calling their ISP to complain, and having to go through the layers of escalation.

Also, it's a pretty remote location. Lots of rural areas in the UK have terrible Internet. I think this is the area in Google maps.

https://www.google.co.uk/maps/place/Aberhosan,+Machynlleth+S...