how to return 2WIRE router

how to return 2WIRE router

I am trying to return the router after cancelling my service with Uverse. After 3 calls, the service rep gave me an order # but the UPS store showed me the list of items that can be returned and the router is not one of them. One of the reps said that I need to return the router; the 2nd rep said that they dont give out pre-paid envelopes. There is no competent supervisor anymore. This is makes it impossible to go to back to AT&T if they make it a nightmare to cancel

Message 1 of 14 (6,892 Views)
ACE - Expert

Re: how to return 2WIRE router

stephenatrs - Post your model router. If someone cannot answer you can ask Alex in a PM. I am thinking you only need to return 3800 & 3801. But, that is a guess. Did you pay $100 for it initially?
*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 2 of 14 (6,885 Views)
Expert

Re: how to return 2WIRE router

Here is the link to Alex's profile so you can send him a PM if you decide to.

http://forums.att.com/t5/user/viewprofilepage/user-id/318276

Message 3 of 14 (6,877 Views)
ACE - Expert

Re: how to return 2WIRE router

Some routers are purchased at the beginning of service.  Some are rented or included in the service fee.  The former do not need to be returned.  That is why a previous posted asked for your router model number.

 

You should have recieved clear instructions from AT&T when you disconnected about what to return and an ID to give the folks at the UPS store so they could tell you what was expected.

 

*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 14 (6,851 Views)
Highlighted

Re: how to return 2WIRE router

GR (Gateway Router) i38GH. I cannot recall if I paid for it but the cust svc said that I only had to return that and not the Power Box and so I believe I might have just leased it. I do recall paying $ 149 up front and I am suspecting that I purchased it.
Message 5 of 14 (6,799 Views)

Re: how to return 2WIRE router

Thank you kindly!
Message 6 of 14 (6,799 Views)

Re: how to return 2WIRE router

1st cust svc rep told me to just take it to the UPS but they would not take it witout Order # and rightly so. 2nd Cust svc rep gave me order # but UPS did not have it on their list of returned items. I am suspecting that the i38 routers are always purchased. Very few AT&T svc reps give clear instructions.
Message 7 of 14 (6,799 Views)
ACE - Expert

Re: how to return 2WIRE router

The i38 is not really a full RG, but a switch/Access Point that works with the real RG in the iNID.

 

I'm not really familiar with the return policies on it.  Maybe someone else will chime in?

 

*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 14 (6,786 Views)
Voyager

Re: how to return 2WIRE router

Hello, I'm having this exact problem and I was told I need to return my uverse equipment (I have 2wire i38HG , iNID system) I took them to UPS store and they said they can't accept this model number. Talked a few time with customer service about the return but they were not helpful. How do I proceed about the return and do I need to send all the complete system (the gray out door box, battery holder and i38HG) or just the i38HG router? Someone please help. Thanks.
Message 9 of 14 (5,904 Views)
Voyager

Re: how to return 2WIRE router

Can anyone please assist me..please. Thanks.
Message 10 of 14 (5,885 Views)
Employee

Re: how to return 2WIRE router

The inid is your replacement NID and should be left attached, if strongly desire not to have need to schedule a tech visit to remove inid and install new regular NID even if not having any service. The power supply without the battery and i38hg maybe returned via UPS or if requesting tech visit just have tech take everything.

As new bonded installs are now 589 RG not sure if inids are being refurbished like the 3800, 3801 RGs. So is possible may not need to return. As only leased unit from internet perspective is i38hg, if UPS refuses, keep in case UVerse tries to charge.

Normally required to return lease equipment in 21 days, if not may be charged. If charged have up to 90 days to return cancelling charges.

Hope this helps, if do return make sure to keep paperwork for tracking number if told not received, thanks...enjoy.
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 11 of 14 (5,877 Views)
Employee

Re: how to return 2WIRE router


rob2290 wrote:
Hello, I'm having this exact problem and I was told I need to return my uverse equipment (I have 2wire i38HG , iNID system) I took them to UPS store and they said they can't accept this model number. Talked a few time with customer service about the return but they were not helpful. How do I proceed about the return and do I need to send all the complete system (the gray out door box, battery holder and i38HG) or just the i38HG router? Someone please help. Thanks.

If UPS is not accepting the equipment, we can either email you or snail mail you a return label and you can return it via USPS.

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 12 of 14 (5,872 Views)
Voyager

Re: how to return 2WIRE router

@my thoughts & @lilybug0411

Thanks a lot!! I've called customer service numerous times and they weren't able to give me a answer. I was starting to get quite frustrated. So once again thanks for answering all my questions so well!

I called and got a USPS prepaid postage and I will ship the i38HG router and power supply first thing tomorrow. Smiley Happy

Thanks,
Rob
Message 13 of 14 (5,867 Views)
ACE - Professor
Solution
Accepted by ATTU-verseCare (Community Support)
‎09-30-2015 1:39 AM

Re: how to return 2WIRE router


rob2290 wrote:
Hello, I'm having this exact problem and I was told I need to return my uverse equipment (I have 2wire i38HG , iNID system) I took them to UPS store and they said they can't accept this model number. Talked a few time with customer service about the return but they were not helpful. How do I proceed about the return and do I need to send all the complete system (the gray out door box, battery holder and i38HG) or just the i38HG router? Someone please help. Thanks.

From the equipment return letter:

 

No - Do not return this equipment:
• The Inside Unit (Model# i38HG)*
• Backup Batteries* are customer-owned equipment (not rentals) and should not be returned to AT&T.
• AT&T U-verse TV Easy Find Remote Control (www.att.com/remotes)
• AT&T U-verse TV Point Anywhere RF Remote Control (www.att.com/remotes)
• Xbox 360 Kit, including the Microsoft Xbox Media Remote Control, and Motorola HPNA Adapter.

 


http://www.dslreports.com/forum/r26904686-Who-owns-the-Uverse-hardware-

*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 14 of 14 (5,853 Views)
Share this topic
Announcements

Having service trouble? There is an app for that! Use our troubleshooting tool or text myATT to 8758 to download the app. It is much faster than posting on our forums. You will also find some helpful articles below.

Additional Support