I was specifically addressing the other rather broad statement that I actually quoted.

To address your point too though, there are definitely customers that the phone company is required to serve that they would rather not serve, because the costs are higher than the revenue.

Remote rural customers, customers who need accessibility-related support, certain outdated services that people are grandfathered into and don't want to cancel, etc...

And again that's where regulation protects the customer from the corporation that doesn't care about the customer's needs, unless they align with their own needs or are forced to via regulation.