The latest revenue enhancement strategy at AT&T U-Verse appears to be to dumb down the Tier 2 Support staff, then sell an additional support contract to allow customers access to reps trained the way Tier 2 used to be and ought to be trained.
How fast can I switch? Oh, wait. To whom can I switch?
I called Tier 2 Support, and requested a reset of my IP and a manual for the VDSL Modem they provided for the U-Verse High Speed Internet Service. The representative stated, "There is no possible way I can provide a manual for the modem. I am not provided a manual. Also, there is absolutely no way I can reset your IP. It is impossible to reset your IP." The rep explained she could only support what she was trained for, but added she did want me to know there was another technical support team that actually was trained in the issues at hand. ConnecTech, for a 12 month contract fee commitment, could help me with the settings questions addressed in the apparently top secret, unavailable VDSL modem manual.
Are you kidding?
Really. It was that bad.