Fuinternetprovider's profile

New Member

 • 

4 Messages

Friday, November 11th, 2022 4:46 AM

I CANCELED SERVICE, THEY SAID NOTHING ABOUT RETURNING MODEM

I canceled AT&T internet @ my apartment.   The call to cancel was annoying.   They tried so many times over & over again to keep me as a customer.   Their service sucked!  So no, I won't be keeping it.  At any rate,  they did not tell me during that phone call to remove the modem (which was there when I moved in).  After I moved out, I started receiving emails about returning the modem.   I called them & explained that I already moved out and that the modem was there when I got there anyway.   The person I spoke with filled out a request to stop the emails & avoid being charged for the modem.  Which BTW, they say is $410!!!   I'm pretty sure A T&T'S cost for a modem is not $410.  At any rate,  not sending in the equipment will cost me $150.  I paid $10 a month for an equipment charge for 18 months!  I'm sure that more than covered the cost of that modem.  

After the request was filed out to avoid being charged,  I thought the mess was over.   NO, now I'm getting automated calls 4 times a day telling me that the modem needs to be sent in.  This is a nightmare!  I don't know how they expect me to get a modem in an apartment I have no access to?!  I don't even have access to get inside the building.   AT&T said "it's easy just contact the new tenant"  how do they expect me to do that?  I don't know their name or phone number.   Management said they can't make them hand over anything that was left there.  

I'm on SSDI & make less than $1200 per month.   I can't believe a huge company like AT&T doesn't consider my good standing,  good credit and my good word to forget about 1 modem.

What am I suppose to do?  Why didn't someone tell me to remove the equipment because I had to send it in when I called to cancel?  It's their neglect that put me in this situation. 

ACE - Expert

 • 

24.1K Messages

3 months ago

Since you admit that you received an email with instructions on how to return the modem, I'm not sure you have any recourse with that.

The $410 cost is suspicious since the recovery cost on a modem is $150.  @ATTHelp might be able to untangle your mess.

New Member

 • 

4 Messages

3 months ago

They sent a follow up email right after I canceled with the final bill on the same day I canceled... again they said nothing about equipment in that email.  I received the email regarding returning the modem 2 days after I canceled & 2 days after I moved out.  What do they not understand about moving out of an apartment & timing.  It's not like they don't take your keys... you don't have full access to anything after you move out.   SO, it was super important that they told me about needing the modem on the cancelation phone call... not 2 days later!

ATTHelp

Community Support

 • 

207.4K Messages

3 months ago

We'd like the chance to turn things around with you, @Fuinternetprovider!

 

So that we can check your account to review the equipment charge and research potential resolution options, we'll need to continue this conversation privately. Check the Direct Message inbox in the top right corner of your screen. We'll be sending you a DM shortly and look forward to speaking with you!

 

Lacey, AT&T Community Specialist 

New Member

 • 

4 Messages

3 months ago

@ ATThelp, Lacey, I tried to get back on here to find your message & I didn't find anything and the link was no longer there

ACE - Expert

 • 

24.1K Messages

3 months ago

Are you looking in the right place?
Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.