Imagine that everyone in your neighborhood has high-speed Internet at their home, but every time you call the ISP, the representative on the other end tells you the service is unavailable at your home. That's the infuriating situation facing some AT&T customers right now.
Mark Lewis moved to Winterville, Georgia, with his wife in 2012. The area is served by AT&T, and Lewis expected to receive the same 3 Mbps (Megabit per second) broadband service that his neighbors and the previous home owner all enjoyed. Instead, hit hit a dead end trying to get decent Internet service for his home. When Lewis called AT&T to start his service, a representative for the company told him it was currently at "maximum capacity." The rep then told him to continue calling back to see if another customer in the area dropped service, because that would open up a spot for Lewis.
This isn't an isolated incident. There are other AT&T customers in rural areas and apartment buildings who are willing to pay the company for Internet service, but can't.
Together, these stories highlight a confounding situation involving minimal oversight, miscommunication, and millions of customers left with sub-broadband speeds or no Internet service at all.