Contributor
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3 Messages
I changed my internet plan online and the system sent me an extra gateway?
A few days ago, I changed my fiber plan from 500 to 300. I was using the ATT app. When I was placing the order to change the plan it did not mention anything about an installation and if it did, I would have not clicked on that. The next day I check my order because I find it strange that the plan did not change right away as it has in the past.
Originally, I received an Email saying it would be active on 2/3, but it later changed to 2/13 and shows I am being shipped a new gateway. I contacted customer support and they said that they were unable to cancel the gateway shipment and to just return to sender when I receive the new one.
I get home tonight and I see a new email has arrived saying I need to return my old equipment when I receive the new one. I do not want to swap out my equipment at all, I did not even want the new gateway to begin with.
Should I contact Customer Support when I receive the new one and see if they can assist? The Email says I need to return the old one and it specified the serial number.
I feel like if I just return to sender the new one, I'll get hit with a penalty?
Any advice would be appreciated.
Accepted Solution
Official Solution
ATTHelp
Community Support
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211K Messages
2 months ago
We can address your concern about the new gateway that was sent to you, Dolgorath.
And thank you for your input, gr8sho. You can send the new gateway back and keep your current one. Instead of doing the return to sender option, we recommend taking it to a UPS or FedEx store, if you're able. Just give them your account number and be sure to keep the receipt.
If you have any other questions about your account, let us know!
Aminah, AT&T Community Specialist
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gr8sho
ACE - Professor
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4.1K Messages
2 months ago
I would call them. I’d also prepare myself to swap the gateway.
There’s no reason to change the device, I agree and you should give them that feedback. However their backend systems are quite complex and I’d be concerned at this point about changing the order.
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Dolgorath
Contributor
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3 Messages
2 months ago
Thank you very much for your reply. From what I gather I should take the package to UPS and give them my account number. By account number do you mean my AT&T account number? What do you mean by give them my account number? Do I write the account number on the box or ask the UPS person to write it somewhere? I don't quite get that part.
And then when I ship it, I get a copy of the receipt, which I get.
After I ship it, how do I keep track of the package to ensure I don't get charged a penalty for not returning my old gateway?
As always, thanks for any information in advance! @ATTHelp
Also thanks for your response @gr8sho
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browndk26
ACE - Professor
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5K Messages
2 months ago
Your att account number. UPS will scan the gateway serial number which will bring your att account number.
The receipt from UPS will not have a tracking number. It just states you returned equipment with the serial number. In the past I have received text messages the equipment was received by att.
If you get charged for not returning the gateway, your receipt is proof to get the charge removed.
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