Repeat the last paragraph three more times, with the same results. On my fifth call I actually get a supervisor. He goes through my story so far and says that he apologizes. I say not to be sorry but to fix the problem. He agrees to ship me a new modem immediately. It will arrive in three to four business days. I thank him and ask him to be transferred to billing. Smartly he does not ask my why, he simply tells me it will take a moment to connect us. I know the real reason is so that he can tell the new customer service rep the story. I get about a five minute wait before he comes back on, introduces the new person in billing and transfers me over. She makes me repeat my story yet again, though I know for a fact she has been filled in already. I do so, she asks me what she can do for me. I say that I clearly do not want to be billed for service that I am not receiving, she asks if it is all right to discuss AT&T with me, legally she has to for some reason. I agree. She agrees to comp my $25, which is more than what I was asking for, I thanked her. She promptly began trying to sell me additional products and services, I now understood what she had been asking me previously.

I informed her that perhaps when the product and service I had purchased from her began working I would considering purchasing additional ones, for the time being the answer was an emphatic no.