AT&T sucks - I have no choice
I have been a victim of AT&T for years going on decades. I had resisted the fad of first holding a brick to the side of the face from mouth to ear, and later doing the same with a Star Trek communicator-esque flip phone. My employer back then had decided all support roles were required to be reachable anywhere including me which worked within a space where cellphones were verboten. They issued me a Motorola flip phone with service by Verizon. Then after the numerous "me too" company issued cellphone requests became burdensome, they changed to reimbursement. After having the Verizon phone for what I considered a long trial period, I had found that stomping grounds were poorly served by Verizon but well served by AT&T this included my mother's house where Verizon phones killed their batteries trying to find a tower. I visit mom often enough that it matters. So when I had to contract for my own cellphone service at the company's expense I chose AT&T in order to be somewhat useful.
Even at home AT&T had better signal than Verizon, more "bars" in general and I could go to the basement without losing a call. It was almost better than tolerable back then. When AT&T began building it's 5G system, signal at my place began to degrade. At times worse than Verizon had been. At mom's Verizon was still non-existent but AT&T was degrading as well, sometimes no signal, sometimes poor call quality, sometimes dropped calls. To this day it has only marginally improved. BTW I am determined to stick with my "grandfatherd" "loyalty" plan which is only 4G but avoids the 5G tax. As I hear from others 5G in my area is hardly an improvement even non-existent in some spots. I have no choice, I could go with a MVNO but that does not change the service coverage, but maybe time to check into the option again for other reasons.
AT&T does provide excellent customer dis-service though. Calls to complain connect quickly and are auto answered promptly with the finest examples of maladjusted proprietary hold "music" audio. These calls do not drop either while on hold. Many times the calls will even stay connected through multiple transfers to different departments where audio quality is remarkably diminishing at each transfer. Other times a transfer goes to an anechonic chamber where the silence is deafening or possibly the fates will decide the call should just drop. All the while the voices on the other end are frequently accented perfectly mismatched to one which will not be intelligible to the caller.
The fixes presented during these calls involve, restarting the phone, shut down removing and cleaning the SIM reinstalling and powering up, refresh the account provisioning and pushing related config to the phone, issuing a new SIM, use WiFi calling, try on another phone, unplug it and plug it back in, try holding it differently, fully drain and recharge the battery, fully charge the battery and redrain the battery, remove the protective cover, remove the screen protector, remove both the protective cover and screen protector, try from outside, try from the attic, try from atop the chimney, cut down the neighbor's tree, cut down the neighbor's house, cut down the neighbor's SUV, does the neighbor have a windmill, does the neighbor have solar panels, does the neighbor have a daughter, power off and then power on the house, sunspots, moonspots, leprechauns, ok try that and give it a day or so and call back for more help if that does not work. Please take the survey at the end of the call.
The online experience is equally wonderful. Second Factor Authentication or is that Multi-Factor Authentication, has become mandatory. I remember when username and pet's name were all that were required. Shortly after some high profile SIM jacking events they did provide an optional security code. And eventually the pet's name had to be longer than Dino then longer than Flipper then longer than Tralphaz so currently Mephistopheles looks very confused when I call them to the dinner bowl. Maybe I should use a more secure passphrase like Satan's Little Helper. The 2FA is very sophisticated and therefore secure, so I have been told in an accented voice. You an only receive the randomly generated code via SMS, but wait not just any SMS, only to a line number on the account's plan. My concerns of being unable to receive the code because of: 1) being out of coverage area yet have internet access; 2) having only one line on the plan but having a malfunction, pilfered, lost, destroyed device; 3) having internet access yet the cell service is down; or 4) other reasons I cannot disclose; have been politely and cheerfully dismissed.
Real fun ensued when attempting to login online when traveling and therefore using a VPN for a secure connection. The main website would appear just fine. The convoluted authentication workflow involved redirects to servers protected from hackers by denying connections from known VPNs. I found out through my own troubleshooting changing the pet's name yet again while on travel without the pet was not feasible. Many other websites had also begun using the very same hacker protection, so I now use an undetectable self-hosted VPN.
For the privilege of having to endure these fine levels of dis-service excellence one must be prepared to pay the piper, never mind the piper, no longer enough left after paying AT&T with rate increases at or above the rate of inflation.
On a related topic: New landline service is no longer available in this area. I only consider PSTN service to be landline. And even for those lucky enough to still have it or acquire it under extreme circumstances, the cost has risen to match or exceed cell service and reliability has degraded to cell service level or below. VOIP is not landline. Cable fixed line comes the closest, but requires power locally.