Having worked with the public before, I have no doubt that a lot of people likely do contact utility companies for issues inside their home. Some of them even do have repair programs with outside contractors. People often simply call whoever they have an existing business relationship with for issues related to that product/service. It may be ignorant but it isn't illogical.

Also, as the other commenter pointed out, ISPs don't terminate their service at the edge of your premises. Basically all of them today will connect one of your devices to confirm installation.