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Lost remote

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Lost remote

I have lost my remote and i'm turning in my equipment for Uverse. The lady I spoke with said both of the boxes(modems) or whatever they're called, and the remote will be $150 for each item I don't turn in. I can understand the modems being expensive but the TV remote $150. This is ridiculous and quite honestly the craziest thing I've ever heard. You sell them on the att website for $20 and the RF for $60. I can't believe how outrageous this is. I will be more than happy to give you 20 dollars for a remote. But when I decide to get Internet in another house this will not be the company. Such an awful thing to do to a customer.
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Message 1 of 16
Employee

Re: Lost remote

Do not worry about the remote....

It is considered customer personal equipment (CPE) like the BBU (battery backup units). They are yours to keep, you do not need to return remote. The power supply, yes, if a standard brick style but if the gateway has a BBU (black, gray, or white from iNID), these are not returned either.

*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 2 of 16
Expert

Re: Lost remote

Actually ATT Uverse Care's return equip website says to return any remote you did not pay for.  Same thing on ATT support webpage on this too.  This means the original remote that came w/the unit must be returned or any free ones that replaced them. Smiley Wink

 

Chris
__________________________________________________________

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

Message 3 of 16
Contributor

Re: Lost remote

I understand I need to pay for it. I just don't see $150 being the case for a remote they sell for $20.
Message 4 of 16
Expert

Re: Lost remote

@Brandonmvo   Could check a thrift store and see if they have any, usually a couple bucks for them.  Just send that back w/it. Smiley Surprised

 

Chris
__________________________________________________________

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

Message 5 of 16
ACE - Professor

Re: Lost remote


@mibrnsurg wrote:

Actually ATT Uverse Care's return equip website says to return any remote you did not pay for.  Same thing on ATT support webpage on this too.  This means the original remote that came w/the unit must be returned or any free ones that replaced them. Smiley Wink

 

Chris
__________________________________________________________

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


 

I've exchanged equipment via techs and UPS before and never have had to return a remote. Heck, I have two remotes for one TV right now. At one time, a tenant moved out and left behind several AT&T remotes. I scarfed them up for backups...mainly for the batteries, but the remotes were nice too. If one stopped working, I didn't have to wait a couple days for a new one via mail.

 

I'd say that's another case where the call center reps don't know what they're talking about.

 

OP -- Don't worry about turning the remote in.

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*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 6 of 16
ACE - Expert

Re: Lost remote

Could it be that you have to return all equipment (including remotes) if CLOSING an account vs. keep the remote if you're replacing equipment?

 

I found the following:

 

 return.JPG

 

But this is posted on a "Replacing receiver" page. 

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*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 16
ACE - Professor

Re: Lost remote


@skeeterintexas wrote:

Could it be that you have to return all equipment (including remotes) if CLOSING an account vs. keep the remote if you're replacing equipment?

 

I found the following:

 

 return.JPG

 

But this is posted on a "Replacing receiver" page. 


 

This is a question that I prefer to not learn the answer for quite some time. Smiley Happy

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*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 16
Highlighted
ACE - Expert

Re: Lost remote


@baseballisback wrote:

@skeeterintexas wrote:

Could it be that you have to return all equipment (including remotes) if CLOSING an account vs. keep the remote if you're replacing equipment?

 

I found the following:

 

 return.JPG

 

But this is posted on a "Replacing receiver" page. 


 

This is a question that I prefer to not learn the answer for quite some time. Smiley Happy


Agreed.  Like you, I've only replaced STBs and/or DVRs so I can't address what equipment has to be returned if you're closing an account.

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 9 of 16
Expert

Re: Lost remote

It is very specific about free remotes need to be returned too as it also mentions any remote you bought does not have to be sent back. Smiley Surprised

 

Edit:  Just remembered users posting, a bit of time ago, they brought in the remotes and UPS told them they do not go back and gave them back.  This on users cancelling their service, but can't really say how long ago, just a fragment I remembered reading.

 

Chris
__________________________________________________________

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

Message 10 of 16
ACE - Expert

Re: Lost remote

So rule of thumb would be:

 

Closing account - Send remote(s).

 

Equipment exchange - Keep remote.

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 11 of 16
ACE - Professor

Re: Lost remote

Can one of the ATTU-versecare reps post the answer to this? And contact the op with the answer?
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 12 of 16
Expert

Re: Lost remote

@browndk26   Just check out the link:

 

https://forums.att.com/t5/U-verse-Account-Questions/How-to-Return-U-verse-Equipment/m-p/4287959#M325...

 

My info is correct. Smiley Wink

 

Chris
__________________________________________________________

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

Message 13 of 16
ACE - Expert

Re: Lost remote


@mibrnsurg wrote:

@browndk26   Just check out the link:

 

https://forums.att.com/t5/U-verse-Account-Questions/How-to-Return-U-verse-Equipment/m-p/4287959#M325...

 

My info is correct. Smiley Wink

 

Chris
__________________________________________________________

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


I've got two old Uverse remotes sitting around from when I had to replace boxes but maybe their policy has changed since then.  *shrugs*

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 14 of 16
ACE - Professor

Re: Lost remote

Not doubting you Chris. It would just be nice to have an att person tell the op what to do.
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 15 of 16
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