It's not destined to fail when they have a monopoly.
I can say, though, that Cox does a good job with the benefits of their actual workers. However, most of their workers are outsourced, and are treated the same way as in the article. This also means the actual employees have to fix up the subcontractors' mistakes, because of how badly their incentives are aligned.
Source: a family member who is a Cox employee. I've also known a Comcast employee who had decent benefits for a call center job, but whose authority was sorely limited which made doing his job difficult.
I can say, though, that Cox does a good job with the benefits of their actual workers. However, most of their workers are outsourced, and are treated the same way as in the article. This also means the actual employees have to fix up the subcontractors' mistakes, because of how badly their incentives are aligned.
Source: a family member who is a Cox employee. I've also known a Comcast employee who had decent benefits for a call center job, but whose authority was sorely limited which made doing his job difficult.