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How to Return AT&T Modem?

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How to Return AT&T Modem?

We cancelled our internet service and Gerald the AT&T csr told me that I needed to return the router to AT&T. He stated that the instructions were easy to find on the internet. Well, I searched the internet and received tons of different opinions, advice, people complaining about being charged for unreturned equipment, other stating that they needed to print out a smart label, etc. I'd rather get an official response since I have received nothing official via email. My cancellation confirmation number is"[edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]."

 

Please advise,

 

Just an average working class Joe...

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Message 1 of 9
Tutor

Re: How to Return AT&T Modem?

They told me to take it to a UPS store and they said UPS will pack it and ship it for free. They said to make sure you get the tracking number/proof that you did this and hang on to it for a long time. I can't believe they wouldn't just tell you what to do...horrible service
Message 2 of 9
Professor
Solution
Accepted by Community Manager (Community Manager)
Accepted by ATTDmitriyCM
‎05-29-2019 8:30 AM

Re: How to Return AT&T Modem?

Here is the diagram below provided by AT&T when it comes to returning equipment. If you have purchased your wireless gateway for the full $100 price and never paid a rental fee for the gateway, it is yours.

 

AT&T U-verse Care:

Important time sensitive return policy

 

Failure to return your equipment within 21 days from the date the order for new equipment was placed will result in an equipment charge of $150 per unit to be billed to your account or credit card.

We encourage you to initiate your return within 10 days to avoid being billed for non-returned equipment while equipment is in transit.

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Message 3 of 9
Contributor

Re: How to Return AT&T Modem?

My 21 days have passed is there anything I can do to get my money back ?

Message 4 of 9
ACE - Expert
Solution
Accepted by Community Manager (Community Manager)
Accepted by ATTDmitriyCM
‎05-29-2019 8:30 AM

Re: How to Return AT&T Modem?

@Lumiens 

Return your equipment

How to Return U-verse Equipment?

 

Don't know why the previous poster needed to repost that info here instead of a link to it but the first link here is newer also supplies info abut the procedures (including that you can also use FedEx) while the second link (and the post above) is good for knowing what equipment you need to return.

 

@Samuel3 

The terms of service state that if your return the equipment beyond the 21 day return limit you can get a refund for the charged equipment if you return it within 6 months.

 

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Message 5 of 9
Contributor

Re: How to Return AT&T Modem?

I handled the cancelation for a friends rental while he was out of town.   The att service was so bad the renters could not maintain a connection more than five minutes.  i spent days running back and forth and on the phone with att.    when i had a new company come in and the told att about the cancelation over the phone, i was not told about the return to ups and the guy said i could return the router at any att location.   when i went to google i could not find one.  he didn't mention a time frame.  i left town and the owner came home.   the box ended up sitting for more than 21 days and it became a collection.   i tried to return the box when i came back into town but att wants a lot of money for a router that gave horrible service when it was connected.   it was over 2 years old at that time as well.   att told me the router was too old now.  the entire situation seems unfair.  why not just send a box to people that the old router can be returned in?   it is yet another distraction for working class and money grab for att.  I have since boycott att and tell everyone i know about the experience.   which is why i am posting this.   it was a horrible ordeal at the time and my friend has this collection and refuses to pay as it is WAY out of line.   nasty business att

Message 6 of 9
Contributor

Re: How to Return AT&T Modem?

I handled the cancelation for a friends rental while he was out of town.   The att service was so bad the renters could not maintain a connection more than five minutes.  i spent days running back and forth and on the phone with att.    when i had a new company come in and the told att about the cancelation over the phone, i was not told about the return to ups and the guy said i could return the router at any att location.   when i went to google i could not find one.  he didn't mention a time frame.  i left town and the owner came home.   the box ended up sitting for more than 21 days and it became a collection.   i tried to return the box when i came back into town but att wants a lot of money for a router that gave horrible service when it was connected.   it was over 2 years old at that time as well.   att told me the router was too old now.  the entire situation seems unfair.  why not just send a box to people that the old router can be returned in?   it is yet another distraction for working class and money grab for att.  I have since boycott att and tell everyone i know about the experience.   which is why i am posting this.   it was a horrible ordeal at the time and my friend has this collection and refuses to pay as it is WAY out of line.   nasty business att

 

Message 7 of 9
ACE - Expert

Re: How to Return AT&T Modem?

After 6 months (I believe), AT&T doesn’t want the gateway back.  It goes to collection and WILL affect your friend’s credit.

 

Out of line or not, it’s a debt.  He may be able to negotiate with the collection agency on a payoff and you might consider paying some (if not all) of 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 9
Contributor

Re: How to Return AT

YUP!!! you are correct. Thanks.
Message 9 of 9
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