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New Member

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7 Messages

Saturday, April 20th, 2024 5:34 PM

Title: Disappointed with AT&T's Customer Service, explicitly promised no fee for replaced equipment (billing changed for all future bills)

Hey everyone,

As a long-time customer of AT&T, I've been facing some serious frustrations lately that I felt compelled to share. Over the past few months, I've been experiencing internet issues, with slowdowns and frequent failures. After enduring this for a while, I finally reached out to AT&T for help.

After a diagnostic check, they informed me that my modem was outdated and needed to be replaced. Fair enough, I thought. But when I explicitly asked if there would be any charges or changes to my monthly bill, I was assured there wouldn't be. They even noted it down on my account. Fast forward to now, and I'm being hit with monthly equipment fees that I was promised wouldn't exist.

This isn't the first time I've had issues like this with AT&T. In the past, I've had similar experiences with equipment replacements and wireless services. Promises made by representatives never seem to materialize on my bill, leaving me frustrated and feeling misled.

I understand that mistakes happen, but it's disheartening when a company repeatedly fails to deliver on its promises. As a consumer, trust and transparency are crucial, and unfortunately, my recent experiences have left me questioning both.

Has anyone else encountered similar issues with AT&T or other service providers? I'd love to hear your thoughts and experiences.

#AT&T #CustomerService #Transparency #Trust #Frustration

ACE - Expert

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35.6K Messages

1 month ago

That's odd.  AT&T has pretty much removed equipment charges from their plans (they pumped up the base plan cost by the amount of the equipment charge, so it wasn't any real improvement, but it did get rid of the line item).  It seems strange that you would out of the blue get one.  Perhaps you just kept an old plan that is based on you owning the equipment but with a charge if you don't.  

Can you enlighten us on your history?

Are you an AT&T Internet ADSL2+ customer who initially purchased their Gateway?

What gateway did you have replaced?  

What do you have now?

Can you show us a picture of your bill with the charges (but no personal information such as name, account, phone #)?

Community Support

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232.4K Messages

1 month ago

Hi @OsbornTyler7! We completely understand your concern and would like to help. Let's get the assistance you require.

 

The Community Forums are a public support option where other users, and AT&T, will try and assist with high level support needs. This means we won’t be able to look into account specific concerns. To get the help you need for your unique issue, please review our Contact Us page [www.att.com/support/contact-us/], and choose the best option to reach out to us. You can call, chat, or reach out via social media, and we can review your specific issue and provide you support. If you feel your issue isn’t account specific, and can be answered generally, please let us know, and we’ll be happy to help.

 

Thank you for contacting AT&T Community Forums,

Tess, AT&T Community Specialist.

 

 

New Member

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7 Messages

1 month ago

@JefferMC I was using AT&T-Universal provided 5268AC Gateway for 1G internet provided by AT&T years ago, there was no equipment charge then, waived the equipment charge I guess, they replaced that with BGW320-500 and started charging monthly fee on the equipment now. I asked the rep to make a note that there is no change in plan and no equipment in future and she did, but now the current rep cannot honor. They just replaced the failing equipment.

They did the same with my U-Verse cable box, when they replaced 2 of the failing boxes out of 4, they started charging $10 per box for all the 4 boxes. I cancelled the service then. Now for internet I cannot cutoff right away as I have to find another provider.
AT&T internet service is ok, not sure about others in my Area but the issue is AT&T business practise. They know what they are doing and it is their business technique.

ACE - Expert

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35.6K Messages

1 month ago

AT&T-Universal provided 5268AC Gateway 

The 5268AC hasn't ever been a customer owned gateway.  If "years ago," it should have had a $7 or $10/month fee which you should have been paying all along.  If that got missed, congratulations, but now that's caught up with you.  You probably can move to a new plan without an equipment fee.

when they replaced 2 of the failing boxes out of 4, they started charging $10 per box for all the 4 boxes

AT&T never charges for the first receiver.   You should have always been paying a $10 receiver fee for every box but the first.  If you haven't been, congratulations for the period that you were not, it's now caught up with you.

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