AT&T are charging me $158 to replace a new but defective 2WIRE HGV RG

[chrisbenson56]

Hi folks, I would appreciate informed comment on this, as I am DREAMING HOPING that AT&T just billed me by mistake.

Sorry for the long message.

I recently signed up for AT&T U-verse Internet (I was previously a happy customer back when I was married). Everything worked just fine for a couple of weeks, and then while watching a streaming Netflix movie,the 2WIRE 3800 HGV-B Router Wi-Fi apparently ceased to work- no more movie! My smartphone devices also lost Wi-Fi connectivity. None of my devices could see the Wi-Fi SSID (2WireXXX). Recycling power on the Router didn't fix it, so I connected my PC with an Ethernet cable. Ethernet worked, and I was able to check the relevant settings on the Router through the browser interface. Nothing could restore Wi-Fi capabilities. I called AT&T Support, told them that I had verified all the Wi-Fi configuration settings - and was very familiar with it. They performed a couple of remote resets, and determined that the unit would need to be replaced. They scheduled a support visit at their next availability. Three days later, the support guy came and very quickly arrived at the same conclusion (using his own Smartphone Wi-Fi scanning feature). He brought a replacement HGV-B Router from his truck, and powered it up. I verified both Wi-Fi and Ethernet connectivity, and thanked him as he left. All good so far.

Then I got a bill for $158.54 itemized as "AT&T Computer Outlet" for $55.00 and "Repair Labor" for $99, plus taxes etc.

I am stunned. The equipment was defective, and was only one month old. The "Repair Labor" consisted ONLY of delivering a replacement router to my house. I was CERTAINLY NOT informed by either telephone support or the visiting Engineer that there would be a fee, I had just paid $108.25 for the original "Internet Gateway" only five days earlier.

The description on my original service bill states "Built-in wireless home networking capability". I paid $108.25 for that. I shouldn't have to pay another $158.54 just a few days later to get it to work as advertised. Together with now two months' Internet service, this has cost me about $340, which is not at all what I signed on to. I needed the Wi-Fi component to work because my two smartphone devices do not have wired Ethernet interfaces.

I am left with no choice because I don't have that kind of money. I must unfortunately cancel this service, and subject to advice, I WILL NOT be paying bogus items such as $55.00 for an "AT&T Computer Outlet" whatever that is. But isn't there a legal obligation to provide functioning equipment (I am in California). I am saddened. I never had a complaint about the quality of the Internet service, and I understand that complex electronic equipment may fail occasionally, but $108.25 PLUS $158.54 to get it working is really rude.

Sorry to let some anger creep in there. I am really asking if these kind of unnanounced surprise fees are common. That alone would confirm my decision to cancel and of course to fight the extra fees, as I simply don't have that sort of money.

With thanks from Chris that thought AT&T were better than that.

[BeeBeeSA ACE - Wizard]

No you should have not been charged.

 Since this is account specific I would recommend that you send a Private Message to the AT&TCustomerCare customer service team. They will reply back with a PM (blue envelope in the top right of the page). Their normal business hours are from 7am to 10pm Central Time.

[Computer-Joe]

As BeeBee says, you should not have been charged if the RG failed and needed replacing.

On the other hand, you don't mention what happened to the old RG. Did you ship it back? Did the Tech take it?

You will want to make sure your account is not dinged in 60 days for unreturned equipment.

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[chrisbenson56]

@BeeBeeSA: Thank you. I will act on your advice a little later today, and hope they'll see it "my" way.

@Computer Joe: The faulty router was taken by the visiting support guy. It was a straight unit swap with no replacement cables etc. There was no customer paperwork at all concerning the visit. I don't think this isn't a replacement fee for the old unit because (a) it has only been two weeks (not 60 days), and (b) The bill items are (i) $55 AT&T Computer Outlet, and (ii) $99 Labor, and (c) I don't have the old unit.

I don't even know specifically what they mean by AT&T Computer Outlet. The previous [original] bill called the router an "Internet Gateway".  I would like to retain the service, but cannot afford the bill as presented. Thank you both for your quick rersponses.

Chris.

[JefferMC ACE - Wizard]

That $55 charge appears to be a charge for running a cable to a new location in your home, i.e. if you had decided to move the RG from one room to another, or wanted the installer to run a Cat 5e cable for an additional computer.

The $99 charge is a standard trip charge.

Neither is legitimate for a repair visit to replace defective equipment unless they offered to ship you a new device for self-replacement and you refused.  Even than wouldn't explain the $55 charge.

[chrisbenson56]

There were no new wires - I don't use the Ethernet interfaces (except when disgnosing the loss of Wi-Fi). No computers were moved. I have a very small cottage with the RG, my computer etc. all in the same small room. There was only one service visit and just the 2WIRE RG unit itself was exchanged - no new power cord, cable or anything. The support person took the old RG. I would have been happy to receive a replacement RG in the mail instead, but this was easier for me because he took the old defective unit when he left.

A short time ago, I wrote a private message to CustomerCare with my full account and problem details and indicating my dispute of these unexpected charges. I will post here with their response.

With thanks from Chris.

[edited for privacy – please do not post personal information]

[chrisbenson56]

@BeeBeeSA,

It appears that nobody reads private messages to AT&TCustomerCare (not today or yesterday anyway). Is there some more formal channel of complaint that I can pursue by email?

With thanks from Chris.

[edited for privacy – please do not post personal information]

[jamileh]

I'm sorry you haven't seen a repsonse. I will take a look and see what's going on. Thanks for the heads up. 

[chrisbenson56]

I received a response promising a further response in 72 hours. I just hope my service doesn't get cut off in the meantime! Thank you.

Chris.

[jamileh]

I see that Roy was able to contact you last night and get this all straightened out. Please let us know if you have any further concerns!

[chrisbenson56]

Yes this was satisfactorily resolved from my perspective. The two bogus charges were removed late last night. Many thanks to all, and particularly Roy who revealed the original cause of the problem. If I were AT&T, I would wish to deal with that!

With grateful thanks from Chris.

[BeeBeeSA ACE - Wizard]

Thanks for posting back and letting us know the issue was resolved to your satisfaction.  Sometimes patience is a virtue.

[chrisbenson56]

These bogus charges had previously been removed,.

I have tried to post here that the bogus charges were reinstated and that I am no longer allowed online access to my bogus bill.

My post was removed.

I will keep re-posting that there are bogus charges for as long as there are bogus charges.

[BeeBeeSA ACE - Wizard]

But you said above that your issue was resolved.  What's the problem now?

---

chrisbenson56 wrote:

These bogus charges had previously been removed,.

I have tried to post here that the bogus charges were reinstated and that I am no longer allowed online access to my bogus bill.

My post was removed.

I will keep re-posting that there are bogus charges for as long as there are bogus charges.

---

[chrisbenson56]

My posts keep getting removed, but the charges were re-applied to my bill.

The additional $158.54 for replacing a defecting RG was removed from my bill, but has recently been re-applied.

[RCSMG ACE - Master]

I don't know if you have done this already or not.  But send a PM to AT&TCustomerCare and they will get in touch with you.  It is likely that someone or something was done inaccurately and the charge showed up on your bill again.

[chrisbenson56]

Thank you for your suggestion. I sent private messages to AT&T Customer Care on November 23 and 26th. I received a brief reply asking me for my account number, but haven't got a follow up yet. my current bill is for $253.54 with some of it apparently past due. I really owe AT&T $94.90, but the system states that my account is ineligible for online bill pay (even though I paid the last bill that way). I am concerned that I will lose service.

Cheers from Chris.

[jamileh]

Hey Chris - I'm sorry you didn't get a reply after you sent your account number. Rest assured that an escation was created for you and a member of our team will call you to get the straightened out. 

[chrisbenson56]

Sorry for the late update. I have now officially been moved back in to the Happy Category.

These charges were incurred in mid-October. They were first removed in very early November, but were apparently re-applied and then removed again in late November. [Nearly] all is forgiven. Thanks for the several who helped.

[RCSMG ACE - Master]

Thanks for posting the outcome of your issue, enjoy.

[jamileh]

I'm really glad to hear that. Like RCSMG said, thanks so much for coming back and updating the thread. 

I hope to see you around the forums again!