I'm assuming AT&T has this exact same protocol, because a few weeks ago I called them to get my modem fixed because our internet was down for a day and after ta

I'm assuming AT&T has this exact same protocol, because a few weeks ago I called them to get my modem fixed because our internet was down for a day and after talking for 45 minutes and assuring them that yes, I have reset the damn modem, the customer service person tried to sell me more channels on my TV service. Which was hilarious because I don't have TV service with them anymore, only internet. I let him know that it's not appropriate to try and upsell someone on a support call, when the customer's current services aren't even working, much less trying to sell them an upgrade on something the customer doesn't have in the first place. Pretty amazing how well they set their reps up for failure. A little bit of training could go a long way, but I guess what's the incentive if most customers are basically locked into specific service providers depending on their address.