Ah, that you are FTTP makes this whole situation much more comprehensible. They need an optical splitter. Those are expensive and difficult to source parts for ATT since they have so few FTTP customers. I honestly believe they don't have any in-state, they may even have to look for one in an entirely different operating region. It's no wonder you'd had so much trouble. If you were copper they would have been able to have you up and running in no time flat.