I told him, "Well don't you need to know how long the line has been out for us?"
He said, "Sir, we will because we can look in our system and see when the service was disrupted."
I replied, "So, are you saying that AT&T could have found the problem and fixed it on Friday?"
He said, "Yes, sir, but we wait for customers to call before responding to the problem."
That gives a whole new meaning to "customer service." AT&T: being proactive is just not a part of the equation.
Disclaimer: The exchange is paraphrased from my own memory, rather than being a verbatim transcipt. I'm sure AT&T has the conversation actually recorded for "quality assurance purposes" and plausible deniability.