This is in stark contrast to the Department of Transportation which has sent me mail letting me know that I don't need to go to the DMV and can renew my drivers license online. That expires in a couple months so it's been on my mind and now I know what I need to do without even having asked. (You know you're not empowering your customer service people adequately when you compare unfavorably to the DMV.)
Phone company was anti-helpful in helping my mother get a new phone. Apparently she needs a 6 digit code set up by her late husband decades ago because the Apple phones don't just use a SIM card that she could pop out of her old phone and into her new one. Personally, I can't imagine what the threat model even is for stopping someone from buying themselves a new phone and moving the existing service over to that.
Author of Typica software for coffee roasters.