Yes AT&T needs to invest in their reliability but mainly their customer service model/capabilities. I speak of this as both a personal consumer and a business customer. Their support sucks completely. Full of people that have no clue what they are doing, tons of red tape, different department that is designated for every little difference that can exist in an account, account managers that are no where to be found until it is time to sign a new contract. The most frustrating vendor I deal with by far.
American Thieves and Thugs could spend a trillion dollars but it wouldn’t help. You are correct their service is awful and their customer service, oh dear God!
Thankfully I cut the cord on my land line and my wireless plan in 2010.