Charged $100 for replacing damaged AT&T Internet Gateway?

Tutor

Charged $100 for replacing damaged AT&T Internet Gateway?

I'm being charged $100 for a Internet Gateway that replaced the one that was damaged due to an outage in AT&T's U-verse system. The damage to the Internet Gateway was caused by their outage because it worked okay prior to the outage. Why am I being charged for the replacement?

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Message 1 of 13
Teacher

Re: Charged $100 for replacing damaged AT&T Internet Gateway?

Hi, I had the same issue. They charge you to make sure you send the broken one back. Once I saw it had been returned I contacted a manager who adjusted my bill. Make sure you keep a copy of the tracking number.
Message 2 of 13
Community Support

Re: Charged $100 for replacing damaged AT&T Internet Gateway?

Hello vx5896,

The information that teckman45 provided is spot on. If you noticed the charge was not removed after returning your equipment, please send us a detailed message by clicking here. Be sure to include your name, account number, phone number, and the best time to reach you.

Keep an eye on the at the top right corner of your screen for a response.

In the meantime, let me know if you have any other questions or concerns!

-David T

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
Employee Contributor*
*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 3 of 13
Highlighted
Tutor

Re: Charged $100 for replacing damaged AT&T Internet Gateway?

The charge was removed once I provided the tracking and the customer rep (& supervisor) were able to verify that the equipment was returned. Also, to anyone that might be in this same situation please keep a copy of the return slip. It did take a while to verify that it was delivered because the tracking info was located in a different companies website called Newgistics, even though the tracking number used was a USPS. Thanks to everyone that replied.

Message 4 of 13
Expert

Re: Charged $100 for replacing damaged AT&T Internet Gateway?

Thanks for posting that information, it will be good for people who have this issue in the future.

Message 5 of 13
Contributor

Re: Charged $100 for replacing damaged AT&T Internet Gateway?

I try returing my Gateway through Fedex and just to seem to disappear. Sadly there is no tracking number on the package since I treated it like a regular package. ATT customer  service cant do anything about it. I was charge $105 for the gateway I didnt replace.  Is ATT just going to keep charging me. First it was $105 now it went up to $150 with my new billing cycle. My new bill is $325!!!!! I am so depressed and upset of the whole situation. My hands are tied. Once I get this settle I will switch cable companies. 

Message 6 of 13
ACE - Expert

Re: Charged $100 for replacing damaged AT&T Internet Gateway?


HungerGamesfan1 wrote:

I try returing my Gateway through Fedex and just to seem to disappear. Sadly there is no tracking number on the package since I treated it like a regular package. ATT customer  service cant do anything about it. I was charge $105 for the gateway I didnt replace.  Is ATT just going to keep charging me. First it was $105 now it went up to $150 with my new billing cycle. My new bill is $325!!!!! I am so depressed and upset of the whole situation. My hands are tied. Once I get this settle I will switch cable companies. 


There are only two authorized ways to return equipment to AT&T and a random FedEx drop is not one of them.  You should have either used the return label that came in the box with the equipment, or taken it, with your U-verse account number, to a UPS store; there they would have given you a receipt for your equipment.

 

*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 7 of 13
Contributor

Re: Charged $100 for replacing damaged AT&T Internet Gateway?

The ATT service tech swapped out the new gateway for the old one and took the old one with him. Why am I being charged since the old one was already returned to ATT when the service tech took it with him?

Message 8 of 13
ACE - Expert

Re: Charged $100 for replacing damaged AT&T Internet Gateway?


bullmello123 wrote:

The ATT service tech swapped out the new gateway for the old one and took the old one with him. Why am I being charged since the old one was already returned to ATT when the service tech took it with him?


Contact ATT Customer Care here:
http://forums.att.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/192773

Send them a private message, on this link, and they should be able to give the help needed to solve your picked up RG problems. They are available M-F 8am-11pm Eastern time, response may take up to 2 business days.

This is not the regular CS/TS people, but the social media Community Specialists that know the people to contact to get things done.

Include your account#, email address and a good phone # (land or cell) and time to contact you on.

Check the blue PM envelope, upper right on every page, for their reply.

 

Recently I had a tech visit to replace my 2250 that died, he took it back w/him.  Originally I got them UPS and returned the other DVR it was replaced by to the UPS store. Good luck Smiley Wink

 

Chris
__________________________________________________________

Please NO SD stretch-o-vision or 480 SD HD Channels
Need Help? PM ATT Uverse Care (all service problems)
or ATT Customer Care (all other problems)

Your Results May Vary, In My Humble Opinion
I Call It Like I See It, Simply a U-verse user, nothing more

*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 9 of 13
ACE - Expert

Re: Charged $100 for replacing damaged AT&T Internet Gateway?


bullmello123 wrote:

The ATT service tech swapped out the new gateway for the old one and took the old one with him. Why am I being charged since the old one was already returned to ATT when the service tech took it with him?


How long had you had this gateway?  Were you  charged $100?  I'm thinking that you don't have U-verse TV service and you have a purchased gateway that was over a year old.  After a year, the warranty expires and you are responsible for the cost of replacement.

 

*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 10 of 13
Contributor

Re: Charged $100 for replacing damaged AT&T Internet Gateway?

My issue has been resolved in a very satisfactory way. The $100 charge + tax was credited on my bill and I also received an explanation of why there was a service outage that initiated this problem. That was helpful since spending almost 2 hours on the phone with tech support when it happened, including over an hour with a tech support supervisor still yielded no explanation. Even the service tech the next day could not explain why the outage happened or why it was resolved for sure.

 

Issue Resolved - Thanks!

Message 11 of 13
ACE - Expert

Re: Charged $100 for replacing damaged AT&T Internet Gateway?

Cool!

 

*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 12 of 13
Contributor

Re: Charged $100 for replacing damaged AT&T Internet Gateway?


JefferMC wrote:

bullmello123 wrote:

The ATT service tech swapped out the new gateway for the old one and took the old one with him. Why am I being charged since the old one was already returned to ATT when the service tech took it with him?


How long had you had this gateway?  Were you  charged $100?  I'm thinking that you don't have U-verse TV service and you have a purchased gateway that was over a year old.  After a year, the warranty expires and you are responsible for the cost of replacement.

 


I had U-verse Internet and called ATT to see if I could get a better plan or price. Several layers later I was connected to the Loyalty division and was able to reduce the price of my plan. Less than 5 minutes after successfully changing my plan and reducing my monthly payment my internet service went out. After hours on the phone with tech support, including over an hour with a tech supervisor they had no explanation and the soonest they could send a service tech out was the next day. The tech was here for an hour checking everything, on the phone with network techs and eventually swapped gateways. Service was restored but the tech wasn't 100% sure what had resolved the issue, the network or the gateway.

After sending a private message to support here they credited my bill and explained the changes to my plan had caused the old gateway to fail authentication. I knew that the problem seemed too coincidental and told tech support that, but they did not believe it.

Glad it is resolved now and in the future I'll come here for support if needed.   

Message 13 of 13
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