Problems with AT&T Modem Disconnecting

I was having random problems with my AT&T air card disconnecting randomly. Also could not connect at AT&T Hotspots like Starbucks even though supposedly this is included in the service. I went to the store multiple times to resolve this issue and they called various tech support lines. The tech support people told me to click options and do random things in the AT&T Connection manager that didn't exist for me. I kept telling the people in the store that there is something going on here with the software and maybe I don't have the right version or something. However it was very difficult to troubleshoot because they don't HAVE a hotspot in the AT&T stores I went to which I think is kind of ridiculous. It is an easy thing to do and can easily help customers troubleshoot...so I walked down to the Starbucks down the street and the guy from the store was going to go down there and meet me to figure it out...after spending a good deal of time trying to get ahold of tech support already. Of course we'd have to drop the phone call with tech support to do this, and being as software engineer / tech person was not convinced this was going to work because it really seemed like the AT&T store personnel did not have the needed information or understanding of this software and service to resolve the problem. I went to the Starbucks and of course waited so long there my laptop battery died before the AT&T person got there - and since I was not convinced this would work I gave up. I am busy so I just worked with the AT&T card as is for a while - until it dropped connections so many times at a hotspot it was driving me nuts. So...I got the little brochure at Starbucks and called the number on the back and sat on hold forever. Because I am persistent when I actually want to solve a problem. Finally got a guy and in about two seconds he tells me I have old software and I need to contact AT&T Mobility. The software update in my AT&T connection manager obviously isn't working (version 6.5.7.0). So I asked him for the phone number to call (thank god) before he transferred me. And of course when he transferred me the call failed and I had to go through 3 or 4 menus and wait on hold again to get to someone, who finally directed me to the page with the update for the AT&T software for my air card.

Questions:

1. WHY AT&T can you not make these software updates easily available on your web page where you have information about my products and services and probably can even have a button to click to see if my software is up to date or not?

2. And WHY AT&T can you not inform your staff in your stores this one simple thing - how to update software associated with your various products.

3. And PLEASE, WHY AT&T don't you run hotspots in your stores to help customers resolve these issues in a few minutes rather than hours, weeks, days....frustration.

Just a suggestion!!