Forum Thread

AT&T U-Verse Internet Modem...

runtohell121 7,683 2,098 May 9, 2016 at 10:12 AM
So I decided to cancel my AT&T U-Verse Internet service due to pricing and data cap enforcement coming, but when I canceled my service, the rep told me I needed to return the Gateway Modem. I was wondering why do I need to return the Gateway Modem when I bought it outright (he states that it shows that I am being charged $7/month rental fee), which I never paid any rental fee for the 3 or 4 years of service. I do however had replace the modem under AT&T Tech Support about a year ago mainly due to when upgrading/changing service and somehow my modem stopped working and the Tech Support promised me it would be free of charge to replace and no rental fee but had to mail back my old modem. So I did that, no rental fee/charges since I replaced the modem.

But now, when I canceled my service, they want the modem back and telling me that my account do have the $7/month rental fee listed, but on my bill(s), there has never been any charges. He told me that if I don't return the modem, I would be fined and possibly receive a letter in the mail, having to confront with AT&T or something... Confused

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#2
Quote from runtohell121 View Post :
So I decided to cancel my AT&T U-Verse Internet service due to pricing and data cap enforcement coming, but when I canceled my service, the rep told me I needed to return the Gateway Modem. I was wondering why do I need to return the Gateway Modem when I bought it outright (he states that it shows that I am being charged $7/month rental fee), which I never paid any rental fee for the 3 or 4 years of service. I do however had replace the modem under AT&T Tech Support about a year ago mainly due to when upgrading/changing service and somehow my modem stopped working and the Tech Support promised me it would be free of charge to replace and no rental fee but had to mail back my old modem. So I did that, no rental fee/charges since I replaced the modem.

But now, when I canceled my service, they want the modem back and telling me that my account do have the $7/month rental fee listed, but on my bill(s), there has never been any charges. He told me that if I don't return the modem, I would be fined and possibly receive a letter in the mail, having to confront with AT&T or something... Confused
Look at your bill as well as anything you were given or signed when you started service. Also look at anything you may have signed or received when you got the new modem. Those documents will have any rental fees, end of contract fees or stipulations, etc. The ownership of the modem will be detailed in those documents. If you recorded any of your phone calls with support (unlikely), that'd be helpful as well. Make sure to get everything from them in writing from now on.

Do not let let this sit hoping it will go away, though. ATT will likely send this to collections if you don't get it resolved, which will hurt your credit.
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#3
Quote from mmathis View Post :
Do not let let this sit hoping it will go away, though. ATT will likely send this to collections if you don't get it resolved, which will hurt your credit.
I strongly agree
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#4
Don't think I have any of the contracts from when I signed up for service as it's been a while. I didn't have to sign any paperworks when I received the new modem via tech support, all just word to word conversation over the phone. I did have a rental fee for 1 month, but the customer support was able to removed it and was never billed again for rental when I explained it to them that the tech support replaced my modem.

I think I have until May 19th or so to return the modem via UPS.
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#5
Quote from runtohell121 View Post :
Don't think I have any of the contracts from when I signed up for service as it's been a while. I didn't have to sign any paperworks when I received the new modem via tech support, all just word to word conversation over the phone. I did have a rental fee for 1 month, but the customer support was able to removed it and was never billed again for rental when I explained it to them that the tech support replaced my modem.

I think I have until May 19th or so to return the modem via UPS.
It might be a good idea to send them a letter via certified mail. You could always try your luck with another CSR / supervisor.
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#6
Actually didn't they remove the data caps as long as you keep the tv service, like even just the basic tv service?
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#7
Quote from Todd Fury View Post :
Actually didn't they remove the data caps as long as you keep the tv service, like even just the basic tv service?
Yeah, but I don't have TV service. I only have Internet with them. If I wanted unlimited data, I think I would have to join DirectTV or something under AT&T and that's an additional $20 to $30 a month.

I switched over to Comcast because they do not enforce data cap in my area and even if there was a data cap, Comcast is 1TB starting in June 1st whereas AT&T data cap was 600GB and was paying $57/month + possible $7/month rental fee compared to Comcast $40/month for 1st year.

I actually received an email from AT&T about 4 or 5 days before I decided to cancel service with them, stating that they will start charging me rental fee out of the blues since I haven't been paying rental fee at all.

edit: attached the email that I received on May 5th...
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Last edited by runtohell121 May 9, 2016 at 04:20 PM
#8
Ahh. I'm on that $60 a month for basic tv and the 18 mbps service, but that ends in August so I'll probably cancel it again then and go back to comcast because AT&T doesn't offer internet without tv at a fair price.

All I want is the damn internet at a decent speed. I haven't even PLUGGED IN the Uverse cable box and I've had it since August.
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#9
Quote from Todd Fury View Post :
Ahh. I'm on that $60 a month for basic tv and the 18 mbps service, but that ends in August so I'll probably cancel it again then and go back to comcast because AT&T doesn't offer internet without tv at a fair price.

All I want is the damn internet at a decent speed. I haven't even PLUGGED IN the Uverse cable box and I've had it since August.
Yeah, I don't watch TV and there wasn't any good offer to switch to, along with having to pay for rental fees I didn't think it was worth staying with them. The plan I had was 12 mbps U-Verse Internet, which is quite slow for the price I am paying.
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Give it back to them. It's a POS and you can't use it for anything else. I still have mine, you can have it.
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Quote from Foreveryours View Post :
Give it back to them. It's a POS and you can't use it for anything else. I still have mine, you can have it.
This!
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#12
Contacted customer support via online chat yesterday and they made a case, told me I should receive a solution in a few days.... I'll wait and see what happens I guess, but most likely I will just ship it back if I don't hear back from them.
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#13
Quote from runtohell121 View Post :
Contacted customer support via online chat yesterday and they made a case, told me I should receive a solution in a few days.... I'll wait and see what happens I guess, but most likely I will just ship it back if I don't hear back from them.
I've learned to hang on to receipts for returning rented cable/phone equipment or purchasing it from any source longer than some tax documents.
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#14
Quote from jkee View Post :
I've learned to hang on to receipts for returning rented cable/phone equipment or purchasing it from any source longer than some tax documents.
This.

Once I received a Uverse modem I had not requested when I tried to lower my bill. (long story). I sent the Uverse equipment back with the enclosed pre-printed UPS label. Two months later they sent me a bill for the modem.

Thankfully I made a copy of the return label before sending it back. I called AT&T, gave them the tracking number and told them when it arrived at their facility. They checked their records, saw it had been received but hadn't been processed by the service center receiving it. I had to call the next two months to have the charge removed from my bill before they finally processed the return. I shudder to think what may have happened if I hadn't kept a copy of the return label.
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#15
Quote from marg_fan View Post :
This.

Once I received a Uverse modem I had not requested when I tried to lower my bill. (long story). I sent the Uverse equipment back with the enclosed pre-printed UPS label. Two months later they sent me a bill for the modem.

Thankfully I made a copy of the return label before sending it back. I called AT&T, gave them the tracking number and told them when it arrived at their facility. They checked their records, saw it had been received but hadn't been processed by the service center receiving it. I had to call the next two months to have the charge removed from my bill before they finally processed the return. I shudder to think what may have happened if I hadn't kept a copy of the return label.
I think I've got you beat.

-Comcast once claimed a cable modem I purchased from an online retailer was stolen from them when it was activated again after sitting in a closet un-used for a year after several prior years of use.
-Century link once sent me 2 modems I didn't want at the same time, 1 rental and 1 purchased in addition to the one I already owned that was the same model.
-Don't even get me started on the cable boxes.

Getting each of these sorted out took over 6 hours a piece.
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