I understand it. They were a phone company. Now they are getting into internet and tv. The techs are trying to catch up. I have also had 2 or 3 young guys bounce off of my problem until an older guy shows up who tries something outside of the standard playlist.
But also, that is one of the reasons I love Sonic. Their customer support is much nicer to talk to. They Sonic can bang their head on AT&T until it works right. I never want to have to deal with AT&T directly ever again. And as long as Sonic keeps the level of phone support they have, I dont think I will need to.