I agree with you. But if you want to actually get the problem fixed in real life instead of in a theoretical best-of-all-worlds, just dial the phone number. You can lead the revolution against AT&T after you get your internets back.
You could always ask to speak to their customer retention department (i.e. phone and say "I want to cancel my service") and then ask to be transferred directly to a line tech once you have a retention agent on the line. They're a lot more flexible in what they can do for you.
Tangentially - I ordered ISDN service from Qwest about a year ago. The business ordering agent (ISDN is only tariffed for businesses in Washington) transferred me to a supervisor, who then told me to hang up and call the retention department, and gave me the number. Retentions was able to transfer me to the person who was responsible for ISDN ordering, who was very knowledgeable.
Lesson of the story: Retentions agents can transfer you anywhere.
