Do I have to buy a new 2Wire 3600HGV modem?

Mentor

Do I have to buy a new 2Wire 3600HGV modem?

I ordered Uverse Internet in July 2011 and received the 2Wire 3600HGV modem.

I used it for 3 months and then had to move to a place where Uverse was not available.

Now its July 2012 and I am moving again, and the new place has Uverse availability.

I placed my order online and it doesn't have the option to remove that modem from the Shopping Cart.

Chat support said I should call them at 800-288-2020 and they will remove the modem from my order.

When I called, they said my old modem will not work because they will start my service and will register the new modem's serial number during activation.

Has anyone recently started service and used a modem they already had?

 

(I also have a 2Wire DSL modem from AT&T that I bought from them in 2007, and I have moved in 2008, 2009, 2011 and have been using it in all the new places without having to order a new one, nothing to do with serial number)

 

So do I have to buy a new 2Wire 3600HGV modem, or can I use the 2Wire 3600HGV modem that I bought from AT&T last year?

Message 1 of 19 (27,825 Views)
Highlighted
Mentor

Re: Do I have to buy a new 2Wire 3600HGV modem?

Issue NOT resolved!!

 

Someone else wrote about their issue in the comments and wrote that their issue has been resolved.

I am still getting the run around from Uverse customer support.

 

Message 16 of 19 (25,068 Views)
ACE - Expert

Re: Do I have to buy a new 2Wire 3600HGV modem?

Please click this AT&T logoCustomer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (blue envelope in the upper right hand corner of this site).

 

*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 17 of 19 (25,045 Views)
Contributor

Re: Do I have to buy a new 2Wire 3600HGV modem?

I wrote a few columns about ISP's and their discontents, ending with this one, which has links to the others.

 

In researching them, I learned that ISP's are willing to charge a ton of money for unnecessary services and modems/set-top boxes. But they'll also capitulate to heady consumers, and especially to people who use media/social media to call them out on their abuses.

 

To answer the question posed by the OP (again): You absolutely don't need to buy a new modem from them. They absolutely will try to sell you one anyway.

 

 

Message 18 of 19 (784 Views)
ACE - Expert

Re: Do I have to buy a new 2Wire 3600HGV modem?

They will not sell you a new modem.  You do not need to buy a new modem. 

 

They'll lease you one.

*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 19 of 19 (766 Views)
Share this topic
Announcements

Welcome to the AT&T Community Forums!!! Stop by the Community How-To section for tips on how to get started.