Skip to main content
AT&T Community Forums
Learn how to Get the iPhone 12 Now!



1 Message

Wed, Oct 10, 2018 9:55 PM

Equipment return continuity

While working with AT&T on an internet issue the representative determined that I needed to replace my outdated residential gateway.
The replacement gateway arrived by mail.  It included instructions on how to return the gateway.
The service technician arrived this morning and successfully installed my replacement gateway.
As a courtesy the technician offered to return my old gateway for me and I agreed.
I'm worried that AT&T's equipment return center is expecting me to return the old gateway.  However since the technician now has the unit, how will AT&T's returns center know the technician has it?
I am worried that I will be billed $150.00 for not returning the old unit.


Accepted Solution

Official Solution

Brand User

Community Support


136.7K Messages

2 years ago

Hi @Spraque_Dawley


When the tech takes the equipment, they return it and it's entered in the system as returned. If you receive a charge for the equipment, let us know and we'll look into it for you. If you have any other questions, let us know!


Aminah, AT&T Community Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Get started...

Ask a new question