Dmarkel's profile

New Member

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3 Messages

Sunday, March 26th, 2023 2:12 PM

Need replacement gateway now!

Spent hours with Att technical support last night. They determined that our gateway had failed. They are sending us a new one, but it may take 2 to 3 business days, they could send a technician to the house, but still two days until a slot was available. Is there anyway anyone knows of a faster way to get a new gateway for our system since we are desperate and use our home for business. Thank you!

Former Employee

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22.2K Messages

1 year ago

If internet is vital, income depending on it... need to have a redundant ISP, pay for 2 service providers, such as local cable company, cellular hotspot or satellite service.

ATT residential internet is entertainment and typical response times are 2 to 7 days during non emergencies.  Longer when dealing with major disaster. 

ACE - Professor

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5.4K Messages

1 year ago

You’re better off just factory resetting the gateway you have there, @Dmarkel    

What you’re getting sent will be an  equivalent used device.  

New Member

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3 Messages

1 year ago

Homes now are reliant on home Internet for so many critical functions that I don’t see how it can be seen as just entertainment only any longer. Home security systems, education, medical devices, home thermostats, appliances, etc. all rely on the Internet and now we have become dependent on it. So to tell a customer that they have to wait four days without any Internet while waiting for a required att gateway router to arrive that they cannot buy on their own, is just crazy! As well as dangerous and terrible customer service. I need to tell everyone I know about this situation. I even bed that a technician that may be in our area servicing. Others could just drop off a gateway router that I know they carry in their trucks and was told that was not possible for another two days. At least Comcast’s doesn’t force customers to only use their equipment. If you force a customer to use your equipment, but then not have a way to immediately or at least within 24 to 48 hours replace it, seems to me like a breach of contract for service I am paying for. I will pursue this.

ACE - Expert

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34.9K Messages

1 year ago

If you feel your Internet is a critical resource, it may behoove you to have a backup for it.  Verizon and T-Mobile both offer an attractive product for a backup Internet service that can cost as little as $25/month.

New Member

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3 Messages

1 year ago

To gr8sho. We reset, rebooted , swapped adapter cords. The gateway needs to be replaced they said. I have talked to everyone I possibly could at AT&T support and technical support and supervisors and there seems to be no alternative other than to wait for the gateway router to arrive four days after the problem started. There is no such thing as overnight delivery, no matter how dire the situation. So much for customer support.

ACE - Expert

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34.9K Messages

1 year ago

Normally, depending on technician availability, you can do dispatch-on-demand, meaning a technician is sent to your home at your request.  But the requirements are (a) a technician be available, and (b) you pay a dispatch fee of (at last check) $99.  Honestly, gateways used to come second day air.  But shipping is now a cluster these days.

(edited)

ACE - Professor

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5.4K Messages

1 year ago

@Dmarkel 

If you’re positive the device was factory reset, then there may be something else going on.  The gateway itself is very reliable.  

What exactly is going on with your service? Also, what plan speeds, please?

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