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J

New Member

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1 Message

Wed, Oct 21, 2020 6:26 PM

replace gateway?

I've recently switched from Internet 300 to Internet 1000.  I've been sent a new gateway which is the EXACT same model (Pace 5268AC) that I already have.  Is there any reason that I should switch to the new gateway?  I've tried setting it up, following their instructions (NOT difficult), but their system can't seem to get it right and wants me to contact support.  Is it necessary to change to the new equipment?

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Brand User
ATTHelp

Community Support

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140.2K Messages

a month ago

We can see where the confusion would be coming from @JWhit525, getting the same router you already have when upgrading speeds.

 

Was the new modem offered at the time of placing the order for Internet 1000 or was it something discussed afterward due to not getting the speeds? If the system determined that we needed a new modem there could be a few issues to cause that so we would need to activate the new modem.

Have you been able to reach out to customer support to help with the activation of the new modem? Have you tried again to activate the equipment recently?

 

We hope to help get this activated with you, please try connecting again today and complete the steps to see if it resolves the problem @JWhit525.

 

Bryan, AT&T Community Specialist

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