Everytime I call it is at least 1 hour on the phone to resolve problems with AT&T staff

my home  wiphone has NOT worked for 6 mos... we cannot make out going calls or receive them... i have called many times on my wireless line ... however the techs obviously did not document it.... so we finally left ATT for verision mid may because of sheer frustration... you can see we called almost EVERy other month spending hours on the phone about our bill or uverse or the wireless service..