AT&T Community Forums

Why do I have to return my router for a new one?

I recently moved. AT&T had a set up kit delivered to me and sent me an email saying I have until the 21st to return my old router. Thing is, the "set up" kit was nothing but wires. No problem - I set up my old router in my new apartment.

I called customer service because I didn't know why I got an email saying I should return my router. I thought they wanted me to send back the wires I didn't use, but they just ordered a new router for me instead so I can return my old one. No one is explaining why this is process is happening, and I'm just kind of frustrated. Why do I have to return my old router for a new one?

Responses

Accepted Solution

Official Solution

skeeterintexas

ACE - Expert

•

26.8K Messages

1 year ago

That's one of the newer models. It's probably too late to stop the replacement from being shipped.

When it arrives (if it's also a BGW210), call CS and let them know that you are returning it. You'll still have to take it to a UPS/FedEx along with your account number.

0

skeeterintexas

ACE - Expert

•

26.8K Messages

1 year ago

So you took your old router with you but they ordered you a new router when you called in?

If they ordered you a new router and you get a new router, then yes, you have to return the old router.

What was the model of the old router?

(edited)

0

Jenna_Lee

New Member

•

3 Messages

1 year ago

@skeeterintexas Model of old router (or right now, my current router) is BGW210-700.

Edit: I took my old router to my new apartment because the new kit they sent me didn't include any router, and they didn't schedule a technician to come by or anything. I assumed I would use my old router, but I got an email saying I should return my old router. The model they sent out is the same as my current one.

When I called in, they said I need to return the router and just sent out a new one. This was last week. Haven't received it yet.

Just not sure why when I have a perfectly good one working for me.

(edited)

0