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Being Charged A Montly Fee For New Equipment. I Was Told There Would Be No Additional Charge For

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Being Charged A Montly Fee For New Equipment. I Was Told There Would Be No Additional Charge For

I contacted Customer Service to see what modem/router might be available for purchase as the NVG510 I have had for many years is failing.  I was told that a new one would be provided free of cost (see the relevent chat transcript below).  I have since received a notice that I will be charged an additonal $7.00 a month for "Equipment Fee".  I do NOT want the equipment if I am to be charged an additional monthly fee.
 
We have an advaned router for your account, which is dual band (2.4 Ghz and 5 Ghz) and connects with all latest types of devices and has excellent wifi compatibility. There is no additional charge for this router/modem.
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ACE - Expert

Re: Being Charged A Montly Fee For New Equipment. I Was Told There Would Be No Additional Charge Fo

Unless on a promo everyone pays that equipment fee, i.e., you are leasing the gateway.  You may have not been paying it when you bought yours years ago but a few years back the terms of service changed so that any change to your account (replace equipment, change services, whatever) automatically triggers that fee.  You would now have to take it up with billing, tech support, whatever, not really sure, to cancel the replacement.   But...

 

FWIW, being paranoid and att being att, I can't help but wonder now, since the order was placed and tripped the equipment fee charge, whether you can even get the fee removed at this point.

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Accepted by ACE - Expert (ACE - Expert)
Accepted by skeeterintexas
‎03-25-2019 9:05 AM

Re: Being Charged A Montly Fee For New Equipment. I Was Told There Would Be No Additional Charge Fo

The TOS change of only leased equipment was January 2015. 

 

Since then ATT no longer sells gateways. Grandfathered accounts have no fee till something changes....

Move, new install, have the fee

Change speed tier, have the fee

Replace the gateway, from ATT or elsewhere, have the fee.

 

The only way not to have fee is keep using original gateway without installing a different one as once serial number hits the account the fee is started. Or cancel your account, no account, no fee.

 

If cancel service, then signup as new customer... Receive a different gateway along with $99 installation. If have speed tier of 10M or higher on new customer account have the gateway included in 12 month promotion. If speed tier is under 10M the gateway fee is $10 on account installed since 2016, not grandfather $7. Thus 12 month promo would be $30 speed plus $10 gateway fee for $40 a month for speeds of 5, 3, 1.5 or .76.

 

 

*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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