Wh is the UVerse tech support system so broken

Why is AT&T so functionally incompetent?  AT&T can't seem to fix the root of the problem, only the symtons, taking well over a month to diagnose.  The techs that came out were great people.  They're just hampered by the functionally incompetent AT&T corporate structure.  The CEO & upper management are at fault for implementing a system that causes repairs to take over a month.

I know what the problem is, but they insist on jerking me around with tier 1 & tier 2 service techs that can't fix the root of the problem.  My ADSL2 line had been functioning for a good 10 months without issue until a router or switch was replaced at the C.O.  Ever since then, I lose internet for 10-30 minutes at a time.  This suggests the router is at fault, yet they insist on sending out line techs to "fix" the problem.  All they're doing is putting a bandage on the issue, not addressing the main issue of correcting the settings on the switch or router.  The line noise has reduced, and I don't get disconnected as frequently, but this only suggests that the new router or switch is freezing up because of overloaded logs in RAM and is resetting itself periodically, or some 1d10t low level tech is watching zabbix, ganglia, nagios, or some other monitoring software and resetting it, without fixing it.  I saw no service issues until the equipment was replaced.

Here's my notes of the downtime.  I left off some details to keep the lenth down, but it's a month's worth of details.

AT&T Outage Monday, July 29,approximately 2:30 pm.  DSL went down.
 Rebooted Modem twice,
   red lights on Service.
   Broadband remaind green
   Power Green
   Wireless Blinking Green
 Called AT&T 1 800 288-2020 - The automated message had me reboot the modem again and wait 10 minutes before calling back.
 Called AT&T again after 10 minutes and was on hold for about 30 minutes. The actual conversation lasted about 8 minutes.  The CSR scheduled service tech to come Tuesday, July 30, between 4-8 pm

Tuesday July 30, approximately 3:300 pm.  Automated call form AT&T with a message indicating the line was up again.  I immediately call AT&T because the line was still down.  This time I see
  No light on Service
  Red Light on Broadband
  Green Light on Power
  Wireless Blinking Green
The CSR doesn't know what was happening. - Maybe their database wasn't updated.  I continued to wait for the tech to arrive between 4-8 pm
At 6:17 pm, I went out briefly, while the rest of the family was home, and saw an AT&T truck down the street at the intersection.
On the way back around 6:25, I stopped and asked the tech if he was coming to my home.  He said he was going to different address and that he was on a break.

I waited until 7:30 and saw no tech yet, so I call AT&T again.
The tech said he reset the port and my line is up until Wednesday, July 31, at approximately 7:10 pm.  Internet comes back at approx.
The tech said he reset the port and my line is up.

Wednesday, July 31, at approximately 7:10 pm, the line goes down.  Internet comes back at approx. 7:20 pm.
Just before 10pm, the service light went red.  I call AT&T.
They appear to be working on the line, but the tech can't do anything since the 4-8 pm service was never cancelled.  I give him the history of the week's down time.  The line continues going up and down during the call.  After the call, the line remains stable until 10:28 pm.  It comes back at 10:33 pm.  For about a week, I continue to lose service around twice a day and the line resets.

I called AT&T nearly every day, this first week.  They eventually schedule a tech on the weekend, and discovered a "tip to ground" connection on my line to the C.O. This requires a different line tech to be sent out.  I'm apparently get numerous bad packets, which is what's supposedly causing the problem.  I already explain again that the problem isn't the line, but in the replacement equipment.  I still get the same service interruptions and keep calling to have my line or port reset, to reduce the outage from 10-30 minutes down to 5-10.  The outage frequency also drops from twice a day to once a day.

Another week goes by and a new tech comes out to put in a new splitter and the line is cleaner.  It seems to fix the problem, but a few days later I lose connection.  With a cleaner line, there are fewer bad packets, and the problem span drops from a day to 2-3 days.  I think this tech may have disconnected my alarm line when he added the splitter, but I don't notice it until the alarm company calls me during their monthly check.

 
Friday, August 23, 3rd Tech Replace the line to the home seems to be ok.

Tuesday Sep 3, 10:13 pm Internet is down for 16 Minutes.  A 3rd tech had already come out.  AT&T keeps trying to fix the line to the home, but my line was in worse condition and it had worked just fine on the older router/switch.  It's now out to 10 days between outages.  This points to a problem at the router or switch.  It has nothing to do with the line.

Cleaning the line only extends the uptime, but if a line experiences any issue, the router accumulates the errors and disconnects.  I can't get any of the functionally incompetent techs to go beyond their script to fix the issue.  I don't care if I get a 10% improvement in line speed, if I get frequent 10-30 minute downtimes.  I use my internet to connect to work.  I can't afford to get disconnected when I'm configuring a server, firewall, or switch.

This last tech wants to run more tests on my line and take the DSL offline for hours to a day to test my connection again.  These tests do not solve a problem.  AT&T needs to have real techs, not script readers.  I've fixed my own tech problems, so I only call AT&T when it's a problem directly with AT&T.  I've diagnosed and recommend fixes to the techs that have come out to fix my DSL lines whenever I've moved.  The techs that install lines frequently messed up and miswire the connections.  This case is similar.  I don't need my line speed to improve by another 1%.  I want it to be up 24/7 as advertised and not cut me off if I happen to be doing something important.

AT&T needs to be broken up again.  It does not care about real service.  It only cares about lip service.  No matter how nice and great the CSRs and Technicians are, it can't make up for the fact the company is structurally deficient and I can't get them to fix the known root of the problem.