I've generally had good luck with the AT&T customer service. I play the "standard customer" role to navigate first-level troubleshooting, get escalated, then ta

I've generally had good luck with the AT&T customer service. I play the "standard customer" role to navigate first-level troubleshooting, get escalated, then talk to the tech about my actual debugging results. (It helps that, in addition to network admin experience, I design telephony integrated circuits; I'm very familiar with their testing procedures, since I've designed circuits and wrtten firmware to do it.) Generally once I'm actually talking to the tech it's only five or ten minutes before they get a truck roll scheduled and I'm on my way. It helps to have multiple DSL modems available before calling them so you can rule out equipment malfunctions, and to directly connect the DSL modem to the service entrance after disconnecting your home wiring to rule out internal wiring problems. In the several years that I've had my DSL, AT&T has piecemeal replaced pretty much all the copper between me and the DSLAM---no surprise, since most of it was 25+ years old. Each time, it's taken one phone call of no more than 30 minutes to get things done. The only trouble I've had that didn't require copper replacement was when a tech disconnected my (dry loop) line because he didn't hear a dial tone and assumed the connection was superfluous.