Lillian Rizzo

The Federal Communications Commission’s nearly decade-old program, Measuring Broadband America, is the US government’s gauge of whether home internet-service providers are holding up their end of the bargain when they promise users certain speeds. Companies wield tremendous influence over the study and often employ tactics to boost their scores, according to interviews with more than two dozen industry executives, engineers and government officials.

Cable and telecommunication companies are leaning heavily on their broadband businesses to propel growth as demand for pay TV subscriptions declines. They are using a range of tactics to shift consumers onto faster, premium speed tiers. In some cases, that means boosting speeds free temporarily, then raising fees later. Some consumers say that when they call to complain about their bill, the provider assuages them by offering a higher speed at a promotional rate that eventually gives way to a higher price.