Why would AT&T do this?
Because the techs are overworked and underpaid by a megacorporation that cares little for any kind of responsibility, even to its own employees. As proven by some of the worst treatment of its own customers, consistently donating to politicians that blame the poor and powerless while inciting hatred and violence against them, and supporting political efforts that undermine the social good in favor of the wealthy few and its own financial dominance and monopolies within the telecom & media market.
The first two years we had Sonic, we had AT&T work disconnect us at least 5 times. Every AT&T tech that showed up to fix it was super polite, helpful, and friendly despite often running late, stressed, and tired.