reply to davidg
Re: NEWS: AT&T Plans Slew of U-Verse Updates in 2013 Speeding up access would have been wonderful, except in late June this year, not sure if it is still in place, the Uverse techs had to call in to a help line for all IR (no sync or various things) tickets. This IR help desk was comprised of non-technical contractors at the beginning, and they had to bless all trouble tickets.
When I would call in for a FTTP ticket for things like no GPON or BPON installed at premise they would have me attempt to run a selt termination test. I would respond with what side of the fiber should I put my VDSL tester on, they would take a few minutes and belive it or not most would give me an answer. After I finished laughing, I would just hang up. This test is for determining approx where the copper cable was shorted. After my first brush with the kindergarten helpdesk I decided to never put in a ticket and just call my IR friends direct, or kick the FTTP jobs with nothing at the premise.