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Paying $7 a month equipment fee for a modem/router (MotorolaNVG589) I purchased and installed myself

Paying $7 a month equipment fee for a modem/router (MotorolaNVG589) I purchased and installed myself

In March 2016 my 2WIRE modem supplied by AT&T became unusable and after verifying with an ATT Technician that the modem was the problem I opted to go buy a new modem at Best Buy rather than have them send one out. (Needed home connectivity restored quickly for work.) I bought the Motorola NVG589 installed it and it has worked like a charm. I expected to receive paperwork to return the 2WIRE modem but did not. The $7 equipment fee keeps showing up on my bill and I called today to try to correct the situation and after three 45-minute conversations with three different groups - customer service, tech support and billing - a billing representative informed me that there was no need to return the 2WIRE modem and that there was a $7 equipment fee just to use the new modem I had purchased whether I had purchased it or not. The explanation I was given was that the modem I had purchased would support download speeds of greater than 12 Mbps. I have a DSL plus account which is supposed to provides speeds of 18 Mbps. They rattled of a list of modems that I could purchase and get the $7 fee waived - all of them were modems that would not reliably support 18Mbps. Basically high speed modems like the Motorola N589 must be rented from AT&T. This makes absolutely no sense to me since they sell it with AT&T logo on the front in retail stores. Has anyone else run into this?  

S

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Message 1 of 34
Employee
Solution
Accepted by ACE - Expert (ACE - Expert)
Accepted by skeeterintexas
‎01-16-2017 3:52 PM

Re: Paying $7 a month equipment fee for a modem/router (MotorolaNVG589) I purchased and installed my

Effective with change to TOS January 2015.... ALL NEW INSTALLS will have an equipment fee for the company to maintains and replace as needed. If a gateway is replaced (either company provided or you provide) there is the equipment fee, replacing gateway in 2016 (afyer 1/2015) is going to have the fee. There is no bringing your own equipment and avoiding the fee.... If you have service, you have a fee.

 

Did you read the Terms Of Service agreement (TOS) when you established service?

 

https://www.att.com/legal/terms.internetAttTermsOfService.html

PLEASE READ THIS AGREEMENT CAREFULLY. This is a binding agreement between you (the Member Account holder), Yahoo! Inc. ("Yahoo!"), and the AT&T entity that provides the Service and/or Site[1]. Your registration, payment for, or use of the Site and/or Service constitutes your agreement to be bound by the charges, terms, and conditions set forth in this Agreement, including those incorporated by reference as well as those located at:http://info.yahoo.com/legal/us/yahoo/.

.....

6. Payment

Service customers agree to pay: (1) the monthly fee specified when you ordered your Service; (2) the charge for all equipment required for your Service; (3) activation fees, connection and/or installation charges, if any; (4) late fees, restoral of Service fees and other applicable Service charges; and (4) any applicable taxes, recovery fees and surcharges which AT&T pays to municipalities and other governmental entities and may pass on to you.

 

From section 7a

If you have not purchased Internet Equipment from AT&T or if previously purchased Internet Equipment is beyond the one (1) year warranty period (from date of installation) and requires replacement, then you agree to pay a monthly equipment fee for the Internet Equipment, as part of your purchase of or continued use of the Service and/or other AT&T services.

*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 34
ACE - Expert

Re: Paying $7 a month equipment fee for a modem/router (MotorolaNVG589) I purchased and installed my

I also have an extremely hard time believing that you found an NVG 589 with AT&T firmware sitting on a shelf at Best Buy.  And even if you did, what my thoughts posted above is accurate.

 

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 3 of 34
ACE - Expert

Re: Paying $7 a month equipment fee for a modem/router (MotorolaNVG589) I purchased and installed my

You had a 2wire modem that was property of ATT, you didn't return it and they didn't charge you for it?  Consider yourself lucky.

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 4 of 34

Re: Paying $7 a month equipment fee for a modem/router (MotorolaNVG589) I purchased and installed my

I was charged for the 2WIRE modem that failed and I was expecting to return it when I recieved the instructions and shipping label they promised to send in the related tech support call. I never received the instructions and shipping label and even today when I mentioned it they said that returning the modem would not be necessary and would have no bearing on the $7 charge. It has been sitting boxed up ready to ship back for almost a year and I have called about returning it several times. The last time they told me it did not need to be returned and that was confirmed again today. None of this makes much sense to me and is unlike any other set of transactions I have ever had withh AT&T and I have been a customer since 1970.

S

 

Message 5 of 34
Employee
Solution
Accepted by topic author
Accepted by DavisS_ATX
‎01-16-2017 10:37 PM

Re: Paying $7 a month equipment fee for a modem/router (MotorolaNVG589) I purchased and installed my

Pre TOS change 2015, certain customers (single pair copper, internet only or internet/VoIP) were allowed to purchase their gateway (models 510, 3600, 5031). These had a one year warranty from installation (activation). After the twelve months, any problem with gateway you either purchased another for $100 with a new 12 month of warranty or were billed $99 service call for customer equipment issue if decided not to purchase a gateway.

 

As your gateway was replaced in March 2016, even if had purchased and installed a gateway in December 2014, you were out of warranty (12/2015) therefore under the 2015 TOS all gateways replaced are maintained by the company, thus the equipment fee, no $99 service call bills or $100 purchase options. Just the equipment fee... Agreed to by you per the TOS 

"Your registration, payment for, or use of the Site and/or Service constitutes your agreement to be bound by the charges, terms, and conditions set forth in this Agreement," ... Your continued issue of and paying for the service after the effective date of change (January 2015) means you agree to pay the equipment fee when the gateway was replaced. How the gateway was replaced, by company provided or privately provided has no bearing...the gateway was replaced. The fee is now required as long as you continue to have service....

 

From section 7a

If you have not purchased Internet Equipment from AT&T or if previously purchased Internet Equipment is beyond the one (1) year warranty period (from date of installation) and requires replacement, then you agree to pay a monthly equipment fee for the Internet Equipment, as part of your purchase of or continued use of the Service and/or other AT&T services.

*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 6 of 34
Highlighted

Re: Paying $7 a month equipment fee for a modem/router (MotorolaNVG589) I purchased and installed my

Best Buy is an authorized AT&T reseller. The AT&T tech who took my call when the 2WIRE went haywire told me I could buy a modem/router at Best Buy and that is what I choose to do. I use my home DSL for work and could not wait 10 to 14 days for a new modem/router to arrive by mail. At this time neither Best Buy nor AT&T sells them directly to customers, both have done in the past. The person from the billing department actually bought that up saying what a headache it had caused them that customers could continue to by modems even though they would be charged an equipment fee just as if AT&T had provided the modem. 

Message 7 of 34
Employee

Re: Paying $7 a month equipment fee for a modem/router (MotorolaNVG589) I purchased and installed my

The old equipment you particularly have is considered customer owned and does not need to be returned.

Buying an At&t compatible equipment does not wave any fees. The modem registered to your account automatically activated the new Terms of Service standard in place.

I myself could not find any At&t compatible modems on Best Buy. Is the device on a warranty and able to send back for credit from the seller?

Also note that Ebay and other 3rd party retailers may advertise their products as "At&t compatible modems" or state they're a "Genuin Best Buy" product.. those are in no way, shape, or form a representative of At&t, nor can we guarantee they will optimize your network connection.

Please note that when a professional technician undergoes your free repair, he also checks to make sure your outside wiring peripherals and inside wiring is updated.
*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.
Message 8 of 34

Re: Paying $7 a month equipment fee for a modem/router (MotorolaNVG589) I purchased and installed my

No more responses please. I am a bit taken aback by some of the rudeness in these responses. After searching I do see other threads about this topic where people had similar issues. Posting the TOS helped explain AT&Ts position but mine is an old account that has been paperless and autopay for years. The last TOS I have was sent to me after I made a change to my account in 2014. It mentions nothing of this impending change to their business model. Basically I accept the $7+ high speed equipment fee and will call them back to see what the benefits of it are if any. 

Message 9 of 34

Re: Paying $7 a month equipment fee for a modem/router (MotorolaNVG589) I purchased and installed my

Phillip,

AT&T modems/routers are no longer available at either Best Buy, an authorized AT&T reseller, or the AT&T store but they were both before and after the TOS went into effect and the billing staff at AT&T acknowledged that today. I did not buy anything on eBay or Craig's list or any second hand unauthorized source.

S

Message 10 of 34
Tutor

Re: Paying $7 a month equipment fee for a modem/router (MotorolaNVG589) I purchased and installed my

I'm going thru something similar.  My tech took the router to his office so I could not return it.  Besides that, no one even told me I had to return it.  I was only told about the receivers and remotes, which I returned.    I have also had trouble getting them to understand the service is in my name and has been for the last year even though I wrote checks for it for years.  They also charged me 200.00 deposit because they said I had no credit  in my name.  They didn't charge anything like many years ago when I first got it.  I pay a car payment , all utilities, insurances, and have charge cards.  They didn't care, refused to wave that fee. The manager and sales rep in the store were very nice but they could not help with waving the 200.00 connection fee for direct tv.   If I had it to do over again I would have called spectrum.  I've had my bill as high as 189.00 in one month, just because one contract ran out, and I've always paid it. Then they put you in another contract, it runs out and you get another contract, etc.  never ending aggravation.   There is nothing easy with these people, you call them and you stay on hold, or either they hang up. 

Message 11 of 34
Tutor

Re: Paying $7 a month equipment fee for a modem/router (MotorolaNVG589) I purchased and installed my

you can put purchase a 2 wire modem at any att store . I have bought two myself in the past and never paid rent .

Message 12 of 34
Tutor

Re: Paying $7 a month equipment fee for a modem/router (MotorolaNVG589) I purchased and installed my

To me this is an underhanded tactic by ATT to extract more money from the customer. ATT employee statement of 7a does not mean this is ethical means of dealing with customers.

 

Message 13 of 34
Employee

Re: Paying $7 a month equipment fee for a modem/router (MotorolaNVG589) I purchased and installed my

I'll definitely have to double check that on my next At&t store visit. Could you tell us what the model is of that router? 5031, 3801, etc.

*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.
Message 14 of 34
Employee

Re: Paying $7 a month equipment fee for a modem/router (MotorolaNVG589) I purchased and installed my

An ATT store front would not have Uverse gateways. 

 

You can purchase the unit that is used to provide wireless internet and home phone, a mobility product from a cell phone store front.  But this is not a Uverse hardwired gateway. 

 

The wireless internet/phone is $60 a month for 25G data cap...  Overage charges apply. 

*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.
Message 15 of 34
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