Service Interruption by AT&T Stupid Error

I have been a strong supporter of AT&T but sometimes they make it very difficult.  My latest disappointment was today; while on the phone it suddenly went silent and all TV’s in the home did the same.  I stepped into the room where the RG is and it had a lot of blinking lights and red ones indicating both broadband 1 & 2 was down.  I tried to restore U-verse using the troubleshoot and resolve tool but to no avail.  I finally found the phone number to report a case of trouble and using my Verizon cell phone called in a trouble ticket, however, before the agent, located somewhere other than the USA (I know this because he had to ask me if it was Saturday here) would dispatch a tech he ran a number of test, one of which was resetting the RG which never booted back up (I was doing his leg work for him).   After all this, I remembered seeing a cable tech working about 1/2 mile from my location.  I drove up the street to see if he had interrupted my service which he admitted he had but all had been restored.  I returned home to check and it was still out.  Remember the GR at this time only has a green light indicating it has power only.  I went back up the street and informed the cable guy I had no service.  He told me he did not know anything about U-verse broadbands.   At that point I decided I would reset the RG by removing the power supply and taking out the battery.  After doing the power down reset, the RG booted back up and everything came back on except broadband 2 so I didn’t cancel the callout tech. When the U-verse tech arrived I explained everthing to him and after he went to the hole where the cable guy had been he confirmed line 2 was open at this location. Due to the fact the cable guy had sealed up all the cables he would have to be called out.  My trouble ticket has been handed off to the same cable guy that caused this whole mess in the first place.

My U-verse service would be great if these folks would quit taking my stuff down. 

To me this doesn’t seem like a good way to run a large company.