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Equipment fee $7.00/mo

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Equipment fee $7.00/mo

Recently I upgraded my ATT Uverse internet account to 24 Mbps. Customer service agent agreed to offer me @$57.00 / mo for 24 Mbps. Comcast offer in my area was 100 Mbps @$39.99 for first 12 months. ATT agreed to upgrade my Uverse gateway as well. I was told specifically that there would be no additional charge. After first month's bill, I am seeing an additional $7.00 internet equipment fee. Did anybody face similar issue and why ATT agents mislead customers. This means that I would be paying $64.00 for 24 Mbps compared for $39.99 I would have opted Comcast.

Thanks

Abhijit

 

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Message 1 of 20
Employee
Solution
Accepted by ACE - Expert (ACE - Expert)
Accepted by skeeterintexas
‎09-30-2015 1:39 AM

Re: Equipment fee $7.00/mo

Effective January 11, 2015 all new installs or RG replacements on or after this date, the equipment remains property of the company incurring the equipment fee charge.

 

Previous issues with customer purchased RGs (510, 3600, 5031) after the 12 month warranty were subject to $99 service call for CPE and/or $100 to replace RG.

 

For customers with IPTV services, or internet only/internet voip bonded pair installs and FTTP installs there have always been the equipment fee with no purchase option. 

 

Edit, the Max Turbo has list price of $72.

As new agents go thru many weeks of training, half day classroom the other half working the floor it is possible the agent simple was not aware of charge.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
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Message 2 of 20

Re: Equipment fee $7.00/mo

This is surely not an acceptable explanation. When I am with ATT Uverse internet for last 3+ years. I am enjoying a discount on 18Mbps service that I used to get. When discount ended I wanted to switch to Comcastt. During my call to disconnect service, ATT offered to upgrade me to 24Mbps and replace the gateway at no cost. I was quoted that total charge per month would be $57 for first one year ($15 discount for the first year) If I was told that there would be monthly charge for the service plus equipment rental I surely would have opted for Comcast. The excuse can't be that customer service agents were not trained.I feel cheated.

Message 3 of 20
Contributor

Re: Equipment fee $7.00/mo

I am a new customer of AT&T and I was informed that this $7 fee was for leasing modem/wireless Router/Residential Gateway (RG). However, if I have my own compatible modem, there will be no additional charge. I have purchased my own compatible modem and now AT&T customer service says, that they have to charge "$7 service fee" instead of equipment rental of $7. Either way I have to pay additional $7??I am already looking into comcast option.
Message 4 of 20
ACE - Expert

Re: Equipment fee $7.00/mo


@RoCraze wrote:

I am a new customer of AT&T and I was informed that this $7 fee was for leasing modem/wireless Router/Residential Gateway (RG). However, if I have my own compatible modem, there will be no additional charge. I have purchased my own compatible modem and now AT&T customer service says, that have to charge "$7 service fee" instead of equipment rental. I am already looking into comcast option.


As of Jan., ALL equipment is leased and will incur a monthly fee. 

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*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 5 of 20
Contributor

Re: Equipment fee $7.00/mo

They did the same to me and I was a loyal customer for years!! Completely unacceptable. They will deceive you on this after you already paid for the modem before. Totally unacceptable!

Message 6 of 20
Contributor

Re: Equipment fee $7.00/mo

I was told by the ATT that I can return my old router to ATT (via UPS) after installing my new one, and ATT will adjust the monthly bill to waive the equipment fee.  So, I trusted ATT. I went out and bought a router.  Then called ATT to have the fee removed from my bill onlyto be told that I can't do it.  

 

ATT has lied.  I cannot return the router that I bought.  I cannot get the rental fee removed even though I was.  The employee blatantly lied and now I'm at a loss.  This is absolutely ridiculous.

 

The moment I get a chance, I go elsewhere for my services.

Message 7 of 20
ACE - Expert

Re: Equipment fee $7.00/mo


@tomeronetwo wrote:

I was told by the ATT that I can return my old router to ATT (via UPS) after installing my new one, and ATT will adjust the monthly bill to waive the equipment fee.  So, I trusted ATT. I went out and bought a router.  Then called ATT to have the fee removed from my bill onlyto be told that I can't do it.  

 

ATT has lied.  I cannot return the router that I bought.  I cannot get the rental fee removed even though I was.  The employee blatantly lied and now I'm at a loss.  This is absolutely ridiculous.

 

The moment I get a chance, I go elsewhere for my services.


Equipment fee is unavoidable.  Everyone pays it.

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 8 of 20
Professor

Re: Equipment fee $7.00/mo

You can use your own modem, with the dsl service. OR, you can use theirs.

 

With u-verse service however, you have to use their devices, and, as noted, you do have to pay the rental fee.

 

I realize we all want to get as much as we can, for as little as possible, and agents do sometimes mis-represent what is actually available, but to be fair, all the "gotchas" are fully disclosed on their web site, at the very least (and in the fine print writting on the paperwork you have to sign to get service) and one of them is, and I realize it ain't fair to you, but it's in the terms of the contract, they can alter the deal within reason, after the fact.

 

They have to give "fair" notice and so on, in writting (which is why you need to read and make sure you understand everything you are agreeing to) before they change it.

 

In my case, I got an e-mail letting me know, my base internet price is going up by three dollars.

 

I have been reading about the start of the rental fee's for months now.. it is not new news.

 

Anyhoo.. good luck and good life. sorry you feel like you got burned.. but 60 bucks a month, more or less, is a pretty good price for service in todays market.

 

Oh, I just called comcast about the intro price:  It starts out at about 30 bucks a month to start, and jumps to 65 bucks after that year is up. just thought I'd share.

Message 9 of 20
Contributor

Re: Equipment fee $7.00/mo

Yes, same thing happened to me. There was a problem with my internet connection. When I called AT&T to fix it, they sent a technician. He installed a new router and took my old one back. He confirmed that there won't be any aditional charges. Next month, they started charging me an equipment rental fee.

When I called the customer service they agreed to refund the money for my old router, but I have to pay the equipment rental fee. They don't allow you to purchase routers anymore. This is really annoying.

Message 10 of 20
Contributor

Re: Equipment fee $7.00/mo

I had the same problem, I cancelled my service. They are not returning the charges for my old modem.. They want to keep my RG, Charge for the equipment Rental and want their MODEM back. Totally unfair!!!!

Message 11 of 20
Tutor

Re: Equipment fee $7.00/mo

I totally agree with you should read my post and see what they did to me. I put mine under uverse billing.

 

 

"Ridiculous Ripp Off getting charged a monthly fee for a modem that was replaced under warranty"

Message 12 of 20
Contributor

Re: Equipment fee $7.00/mo

This policy and lack of training of the sales people is so wrong in many dimensions. We are made to pay for it. I am in a similiar situation. I bought my own modem thinking it could save me the extra "equipment fee charge". The sales person stated that I could buy the modem for $100 or lease for 7 a month. If I owned my own modem then I will not have the $7 charge. Was I wrong. After 4 moths of trying to explain my case and getting no direct answers from the customer service people, the technicians and to whomever I got passed around like a "hot potato". It comes down to this reality that I was decieved and given the run around for 4 months. I tried to call again today and nicely restate my case hoping it would be resolved once and for all. then I finally got the standard answer, "we charge $7 regardless of whether you own your modem or not". I asked since when? I was also told that "someone" from corporate will call me to explain why the extra charges. Not until I read the answers in the forums that I was enlightened of the situation. Lack of communication from AT&T corporate to sales and other divisions about the change in policy. This resulted in misleading sales pitches from sales people who convinced me to move to at&t and take advantage of the reduced promo. So now I pay for early termination? This has been the worst move I made for my ISP. At least with comcast I knew what I was paying for straight up with no surprises. I am so done with AT&T. I am tired of deceptive practices. 12mbps download speeds is hohum these days, my wirless LTE phone can do 50 mbps. I am seriously considering switching to comcast again. By the way, they are offering a "price lock for 2 years" and will I get at least 75mbps speeds. The problem with being a mega company like AT&T, there is no one who really cares about the consumers anymore and no one is willing to step up and rectify a bad policy based on poor communication within its ranks. I really tried to stick it out with AT&T but given the foul taste it left after 4 months of sheer frustration and not getting a straight answer, I am simply tired. I miss the days of smaller ISP's that are more local community centered.
Message 13 of 20
ACE - Professor

Re: Equipment fee $7.00/mo


@labdad1234 wrote:
This policy and lack of training of the sales people is so wrong in many dimensions. We are made to pay for it. I am in a similiar situation. I bought my own modem thinking it could save me the extra "equipment fee charge". The sales person stated that I could buy the modem for $100 or lease for 7 a month. If I owned my own modem then I will not have the $7 charge. Was I wrong. After 4 moths of trying to explain my case and getting no direct answers from the customer service people, the technicians and to whomever I got passed around like a "hot potato". It comes down to this reality that I was decieved and given the run around for 4 months. I tried to call again today and nicely restate my case hoping it would be resolved once and for all. then I finally got the standard answer, "we charge $7 regardless of whether you own your modem or not". I asked since when? I was also told that "someone" from corporate will call me to explain why the extra charges. Not until I read the answers in the forums that I was enlightened of the situation. Lack of communication from AT&T corporate to sales and other divisions about the change in policy. This resulted in misleading sales pitches from sales people who convinced me to move to at&t and take advantage of the reduced promo. So now I pay for early termination? This has been the worst move I made for my ISP. At least with comcast I knew what I was paying for straight up with no surprises. I am so done with AT&T. I am tired of deceptive practices. 12mbps download speeds is hohum these days, my wirless LTE phone can do 50 mbps. I am seriously considering switching to comcast again. By the way, they are offering a "price lock for 2 years" and will I get at least 75mbps speeds. The problem with being a mega company like AT&T, there is no one who really cares about the consumers anymore and no one is willing to step up and rectify a bad policy based on poor communication within its ranks. I really tried to stick it out with AT&T but given the foul taste it left after 4 months of sheer frustration and not getting a straight answer, I am simply tired. I miss the days of smaller ISP's that are more local community centered.

 

 

 

What about when Comcast says "internet plus TV for $99.95" and then they get you with the equipment rental fees per box plus DVR fees per box? I'd say those additional fees are a suprise.

 

 

...and Comcast isn't a "mega-company?"

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 14 of 20
Tutor

Re: Equipment fee $7.00/mo

I feel for you.  I was told from the last person I talked to the other day online and I save snapshots of the conversation that I would not be charge a 7.00 fee if I go back to my half working modem that was replaced under warranty I should say replaced under a WAC (Warranty at a cost).  Granted I won't have my home phone service anymore since that's what the issue was Ill just shut that off and save myself $30.00 plus dollars a month plus I won't be charged the 7.42 a month as well.   Slowly but surely we could be looking at a Monopoly.  Good luck to you. 
Message 15 of 20
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