01-26-2019 8:43 AM
My DSL modem back up battery went out. I went to live chat, as I have successfully done with other companies, to try to resolve the issue. The assistant offered me a new router with battery back up included. I thought wow! All I had to do was take my Belkin battery back up to a UPS store and they would box it up and return it during the days waiting for the other supposed combined Router/Battery back up unit to arrive. My Fedex package arrive and surprise!!! It was the same existing 5268AC router I already had! I contacted Live Chat again and this time was told there is no support on the Belkin back up batteries and I would have to contact Belkin directly for support. ...told them that the live chat person from last session told me to return it and wondered if Belkin would help. That person didn't seem to have an answer. Anyway, for my trouble was promised (yet again) an upgrade to another router, Mortorola NVG 599. A few days later got another of the SAME 5286AC AC Router I already had!! So now I have two of them that I don't need. The one I have works fine. Amazing! This time, I called them in person and was switched from Customer Service to Technical support.....after a few minutes when the person was checking the history on my account his end went dead as it sounded like we were disconnected and that was it! No call back. Crazy stuff!!!
Solved by: Go to Solution.
01-27-2019 8:57 AM
Hello @Routerinsanity, that’s not how we want anyone to be treated, let’s see what we can do.
I would like to ask if you’re currently still experiencing issues with your DSL Modem and if you’ve already sent back the additional routers.
Please let us know.
Mihai AT&T Community Specialist
01-28-2019 7:25 AM
- edited 01-28-2019 7:57 AM
First fact: AT&T does not provide nor replace any Battery Back Up (BBU) regardless of what you have or what you were told.
In the 11 years I've had AT&T internet (and TV/phone), I've had a couple of few modems (sorry but I can't remember the model numbers). The original modem had an EXTERNAL brick BBU. That modem was replaced by a modem which had an INTERNAL BBU compartment but I had to buy the battery to go in there. I now have a BGW210 which has NO BBU of any kind. So I've had the external brick, I've had the internal and now I have no BBU. Side note: BBU only runs Uvoice VOIP/phone service now. If you don't have that, don't even bother.
As is spelled out in section 7d the Terms of Service
Any backup battery solution is your responsibility. You may choose to purchase battery backup for your AT&T Equipment from third party manufacturers or retailers. For more information and minimum specifications visit att.com/batterybackup.
So you're not going to get any help with BBU. It's a shame that you were not given the correct information.
You need to call CS and let them know that you will be returning the 2 extra modems you have. Have the serial numbers on hand of all three so they can make notes on your account which modem you are keeping which ones you are returning. You have 21 days to get them to a FedEx or UPS store. You should be given a receipt. Keep it in a safe place. This is just another opportunity for there to be a mess up.
01-28-2019 7:55 AM
We'll be sending you a Private Message to gather your account information and start working toward a resolution. Be sure to check your Inbox for the message.
Aminah, AT&T Community Specialist
01-28-2019 3:18 PM
Skeeter-I only went with what I was told by the live agent on the first go around. How many times does anyone get out their customer service agreement and check the fine print when there is a problem? That is what I depended on the Live Agent to tell me. They were supposed to be the expert on this. After the first duplicate modem arrived, I contacted them again and they did indeed say what the current policy was..and they promised to send me a new higher grade modem as upgrade to comp me for the inconvenience and misrepresentation by the first agent....and then they sent me the SAME MODEM so now I have three. So you are saying this is my fault? I am sorry but I don't agree.
01-28-2019 3:25 PM
Do you have Uvoice? If not, this is all a moot point. Any AT&T provided gateways that have any BBU will only provide limited power for VOIP phone service.