Customer service [Edited for forum guidelines]

So why do you advertise it that it is so great??

Been in a Facebook Chat for almost 3 hours and getting nowhere.  It takes too long between replies and then tells me a cell number can't be removed from an account without another to replace it.  THERE IS NO OTHER MOBILE number to use.  You can't seem to really talk to anyone either.  I wish someone of importance and authority would look into my Facebook Messenger conversation. 

ATT is looking better and better.  Every time I deal with you people, it is a nightmare. How do you get things esculated to another tier of support??? I am almost ready to say good bye, and we have been a customer of the local cable franchise since the 1970s.