New Member
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5 Messages
Replacement modem
I work from home and have been without internet since May 23rd due to my modem being damaged. I called AT&T and scheduled an apt with a technician to have it replaced. First time he came out, he said I’d have to call AT&T so that they could order one for him. So, I did. However, the next time he came out he told me that he had been on the phone with AT&T for an hour and they won’t give him a replacement. He said that my account is apart of the old system so in order to get a replacement I would have to cancel the old account and open a new one to have it installed. I’m unable to cancel my current account at this time due to an outstanding balance. I depend on my wifi to work. So I have no idea what to do at this point. I just need my modem replaced so that I can work!
skeeterintexas
ACE - Expert
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27.8K Messages
1 year ago
What modem do you currently have?
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BB1192
New Member
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5 Messages
1 year ago
The model number is 5268ACFXN. It says AT&T U-verse but I have fixed wireless internet.
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my thoughts
Former Employee
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22.4K Messages
1 year ago
Tech telling you to call ATT to order equipment strongly suggests the tech is not an ATT employee.
This leads me to believe you have Fixed Wireless with an antenna using the 5268 gateway. The tech works for DirecTV and your rural to semi-rural with cellular internet. If true wanting you to cancel as part of old system wanting you to move to new system which would be ATT AIR…. Still cell tower internet but no antenna and totally different equipment.
The other less likely possibility is your LEGACY DSL that has not been accepting new customers, again the switch to new service would be ATT AIR. On LEGACY DSL you purchase and own the equipment when le Fixed Wireless the equipment belongs to ATT.
Do you have cable internet provider available to switch to? If no reinforcement that your Fixed Wireless or other choice of satellite internet.
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BB1192
New Member
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5 Messages
1 year ago
Yes I requested a tech visit. He actually came out last summer and replaced my equipment when it stopped working.
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BB1192
New Member
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5 Messages
1 year ago
Spectrum would be the only other option but I’d prefer to keep my fixed wireless internet if possible since I bundle it with directv.
When I call to schedule a service apt and explain the issue, I’m told that there is no reason to cancel my current account and that my current hardware can be replaced.
However, the tech is being told something completely different and is understandably frustrated with the multiple visits since there’s nothing he can do.
So at this point, would my only options be to either cancel and open a new account or switch to another internet service provider?
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gr8sho
ACE - Professor
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5.5K Messages
1 year ago
I don't think directv cares which ISP you have and bundled isn't that big a deal.
Did you try factory resetting the gateway? How do you know it's damaged? And finally, Att is quite capable of shipping replacement gateways. No tech is requided for that.
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BB1192
New Member
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5 Messages
1 year ago
Yes it’s completely unusable due to water damage. And unfortunately they won’t ship out a replacement to me directly. They keep telling me that a tech has to come out to replace it since it’s fixed wireless and not AT&T Uverse.
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ATTHelp
Community Support
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232.1K Messages
1 year ago
We want to take a closer look at your account to look into getting you a new modem, @BB1192.
We will need to review your account to order a modem. Check your Direct Message inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).
We look forward to working with you towards a resolution!
Rosey, AT&T Community Specialist
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