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Petersonb2013's profile

Contributor

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2 Messages

Monday, January 7th, 2019 12:43 AM

How do I return my gateway?

Hello, so I just moved into my new apartment had AT&T before so I had them set it up at my new place, I just got a charge for $150 for “non returned gateway”. How do I go about returning it and will I get my money back? Also I asked the guy installing if he needed it back and he said no go ahead and keep it. So now I’m really confused as to why I got the charge, thank you for any feedback

Accepted Solution

Official Solution

Community Support

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232.8K Messages

5 years ago

Hi @Petersonb2013,

 

Yes, you will just need to return the gateway itself to your local Fed-EX or UPS center. You will need your account number they will scan it in and you'll get a receipt that confirms your return and immediately tells us that your equipment is on its way. Check out the link for more details and instructions to return your equipment. 

 

Dee, AT&T Community Specialist

Community Support

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232.8K Messages

5 years ago

Hi @Petersonb2013,

 

No worries we're here to help. Did the installer set up a new gateway in your apartment? If so you can return your old gateway to a local Fed-EX or UPS center. If you are still using the old router then we will need to verify that its still in use. Once the equipment is returned and processed they charge will be credited back to your account. Please let us know if you have any further questions.

 

Dee, AT&T Community Specialist

Contributor

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2 Messages

5 years ago

Am I able to return my old gateway in person? Like drop it off anywhere? I
just feel that’d be faster. And do I need to bring any cords with it? Or
just the gateway itself is fine?

New Member

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1 Message

3 years ago

I purchased a new gateway by phone and I returned the old one to my local UPS store and got a receipt.

I had called AT & T twice to confirm the correct date it needed to be shipped back.  I returned it before that deadline.

I got my bill yesterday and there is a $150.00 charge saying I didn’t return it even tho I did, I can’t be held responsible for incomtency of UPS.

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