AT&T customer service via 611 is no longer a viable way to reach customer service. Hold times are extraordinarily long, and to clear back logs AT&T operators are disconnecting customers by pretending they cannot hear the customer on the line. The increased call volume is due to the competitive rate changes they require customers to ask for the change as they are not automatically applied to existing customers. By ignoring these calls, AT&T is slowing down customer's efforts to acquire the new reduced rate plans. FCC needs to step in immediately and monitor AT&T and levy fines. So sorry I left my old carrier for AT&T.