You could not possibly have worse customer service
I called customer support months ago when a promotional rate on my internet ended. I was not expecting to renew that rate, but wanted to drop from the 1000 Mbps tier to the 300 or 500 tier to save a little on my monthly charge. The clearly outsourced rep told me that it was not possible for the rep to change my speed, but that they could renew my promo rate back to the original amount. The rep confirmed with me that the rate was applied and we ended the call.
Fast forward a couple months and my statement had not changed. I called back and asked about why my bill had not returned to the previous rate as told earlier. This rep told me that my account was ineligible for any rate changes and that the previous rep was wrong. When I asked about lowering my speed to another tier I was told that this was IMPOSSIBLE no matter who I talked to. The excuse was that "Because you are on our highest speed, I would not be able to lower it. Even if we could we can not guarantee that the rate you pay will change" which makes zero sense and is absolute (Edited per community guidelines).
If AT&T is curious as to why their DirecTV business failed and are bleeding customers at 3+ million a year THIS IS A CLEAR INDICATOR AS TO WHY!
I'm switching back to my previous provider, which I had zero issues with and I only left them for the faster fiber connection...