This ISP was one that mostly absorbed smaller ISP's that weren't able to scale up enough to remain competitive.
One of the ISP's they absorbed was CondoInternet. A Seattle based firm that provided gigabit internet service across Seattle's affluent areas and expensive condos
As it turned out, a lot of the customers ordering the service hailed from a country with a very restrictive censorship regime. A "great firewall" if you will
They'd set up home-made VPN's using Raspberry Pi's etc for family to tunnel into and watch Netflix on typically
Netflix however even in 2017 was smart and their algorithm would see these thousands of people logging in while everyone else in Seattle was typically asleep and eventually ban the entire ISP's IP range. Logging in would give a "please turn off your proxy/VPN" error message
Every time this happened the ISP's phone tree would explode, going from mere seconds to literal 6-10 hour queue times. The NOC was entirely upskilled CS agents who had no idea how to contact Netflix's relevant teams to get the IP ban removed, instead they'd simply tell CS to have customers wait until the IP ban expired (usually a few days)
This would happen almost every other month