The Internet services industry has evolved from a simple data-sharing tool to a vital part of daily life for billions of users worldwide in just three decades, and this rapid march of innovations is not showing any signs of waning. With technological advancements, the rise of remote work, and changes accelerated by the COVID-19 pandemic, internet service providers (ISPs) are continuing to adapt to new demands. We’re seeing the phasing out of older technologies like DSL as well as more investment in the enhancement of customer support through advanced tools and platforms. One of the most notable shifts in the Internet services industry is the gradual phasing out of digital subscriber line (DSL) connections. As remote work surged during the pandemic, internet users' expectations for high-speed, reliable connections grew exponentially. DSL, which uses traditional copper telephone lines, no longer meets these needs in many regions. Major ISPs, such as AT&T and Verizon, have stopped accepting new DSL customers and are instead focusing on expanding faster technologies, like fibre-optic and coaxial cable infrastructure. This shift away from DSL poses challenges for customers in rural or underserved areas where high-speed options, such as fibre or cable, are not yet available. While DSL was once a widely available and affordable option, many users may now be forced to find alternative connections as it becomes obsolete. As the Internet has become more central to daily life, the need for effective customer support has increased. The pandemic, coupled with new broadband infrastructure legislation, led to a surge in customer complaints and technology issues. In response, ISPs have turned to advanced support tools to improve customer service in 2023 and onwards. Virtual and app-based device emulators have emerged as key solutions, allowing customers to troubleshoot and resolve issues without requiring physical devices or in-person support.