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2WIRE_remotsuC's profile

Tutor

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6 Messages

Thu, Sep 7, 2017 4:23 PM

Who owns this 2WIRE equipment?

Hello! In February 2016, we paid a one-time charge ($100) for a 2WIRE 3600HGV Internet Gateway CSI kit. Do we therefore own this equipment, or does AT&T own it? It was part of a special promotion, offer code GOLDSTAR, that also provided free internet installation by an AT&T technician and a special 12-month introductory offer for the monthly U-Verse internet charge. No TV. But who owns the 2WIRE equipment? My receipt makes me believe that we own it, but I'm not sure. Thank you!

ATTHelp

Community Support

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172.3K Messages

4 y ago

Hello @2WIRE_remotsuC,


Welcome to the Community Forums!  I am really bad at returning equipment so if there is an option I usually straight out buy it.  I would be happy to help.


I noticed you sent us a private message, and will follow up with you there so we can keep any details secure.  I look forward to working with you, and please have a wonderful rest of your day!


Jessica, AT&T Community Specialist

Tutor

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6 Messages

4 y ago

You are exactly right. I apologize; I meant to say February 2012. Nice job being attentive! That being corrected, do I own the 2WIRE equipment, or does AT&T own it? I am trying to figure out whether the $7 monthly rental fees that appeared on my statements starting around October 2016 are an error, since I never had to pay a rental fee for equipment from Feb 2012 until Oct 2016. We still operate our home networking with that same 3600HGV equipment. Nothing has changed that I know of, other than the internet speed doesn't seem to be as fast as it used to be. I appreciate your help today!!

Tutor

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6 Messages

4 y ago

Wow, thank you so much for all that possible-scenario understanding and information. The answer is no, we have never removed our 2WIRE 3600HGV. It sits there on the shelf it has been on since Feb 2012. Now I do dust it sometimes. haha. I am unsure why our monthly statement changed in Sep-Oct 2016. Because nothing changed that I know of, would we fall under the grandfather clause and have therefore been paying the equipment fees in error? I can send proof that we still use the same 3600HGV originally purchased in Feb 2012, but you would have to let you tell me what proof is needed. I really appreciate that you are trying to solve this confusion for us. (You have no idea how much.)

Tutor

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6 Messages

4 y ago

I haven't heard from you and am really looking forward to your response. Do you have an update? The answer to your question is no, we have never removed our 2WIRE 3600HGV. It sits there on the shelf it has been on since Feb 2012. I am unsure why our monthly statement changed in Sep-Oct 2016. Because the answer is no, wouldn't we fall under the grandfather clause and have therefore been paying the equipment fees in error? I can send proof that we still use the same 3600HGV originally purchased in Feb 2012 (we have never used anything else, even temporarily), but you would have to let me know what proof is needed. I really appreciate that you are trying to solve this confusion for us. Again, thank you!

Tutor

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6 Messages

4 y ago

And Jessica from AT&T Cares, thank you for taking my account information in a private message a week ago and, to my excitement, suggesting that you would look into this issue. Do you have an update?

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