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Sdn1995's profile

Teacher

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24 Messages

Tuesday, May 5th, 2015 10:13 PM

High Speed Equipment Charge

Upgraded to new speed , old modem didn't work, called and got a replacement, and charged an extra 13 dollars a month for rental ?

I have never been charged rental fees for the past 10 years , and we just upgraded our speed. Then this month and extra 13 dollars was charged. Called customer service , waited at least 30 minutes , and 0 progress. I even chatted online and transferred to a supervisor , (Girish , employee ID [edited for privacy-please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.], TL, George) rude and not knowledgable at all. We even spoke to our technician and he wasn't aware of the monthly charges. THEN GIVE US BACK THE OLD MODEM AND REMOVE THE CHARGES ! Wasted 2 hours for nothing , not mentioning she is a customer service supervisor and she is unable to credit our account back .

ATT just throws random charges at customer without any signing or verbal agreements . Beware , and stay away from this nightmare.

Teacher

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24 Messages

9 years ago

Upgraded to new speed , old modem didn't work, called and got a replacement, and charged an extra 13 dollars a month for rental ?

I have never been charged rental fees for the past 10 years , and we just upgraded our speed. Then this month and extra 13 dollars was charged. Called customer service , waited at least 30 minutes , and 0 progress. I even chatted online and transferred to a supervisor , (Girish , employee ID ga4204, TL, George) rude and not knowledgable at all. We even spoke to our technician and he wasn't aware of the monthly charges. THEN GIVE US BACK THE OLD MODEM AND REMOVE THE CHARGES ! Wasted 2 hours for nothing , not mentioning she is a customer service supervisor and she is unable to credit our account back .

ATT just throws random charges at customer without any signing or verbal agreements . Beware , and stay away from this nightmare.

Professor

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2.4K Messages

9 years ago

AT&T has eliminated the option to purchase your out of warranty device if you weren't renting before. They probably did it to simplify the process(and maybe make a little bit more money). In the past, if a customer with a purchased device requested a replacement out of warranty, they would be charged $100 up front. All new swaps of past purchased equipment customers will now have the rental fee.

 

The current charge for a rental gateway is $7 per month. If it was $13 on your bill, are you sure you didn't get prorated?

Contributor

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1 Message

9 years ago

"Employee", please refrain from using acronyms and explain in a way that makes sense. Literally zero value came from your response. All I took from it was that AT&T is now charging customers for repairs and maintenance on modems you own but hold us responsible for. Speak English please.

Teacher

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24 Messages

9 years ago

And why was I not informed of this before I was charged , I even called the technician who replaced my modem , he wasn't aware of this situation . If I have known that I would have mine replaced

THIS JUST SHOWS WHAT SCAM YOU GUYS ARE RUNNING .

Teacher

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24 Messages

9 years ago

A simple situation is give me back my old modem , take your replacement back , and cancel the charge . How hard is that ?

I have called twice and even chatted online , no progress at all . This is just ridiculous !

Teacher

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24 Messages

9 years ago

If that was the case , why wasn't I informed of this situation , I even called my technician and he wasn't aware of this charge. Simple situation is give me back my old modem , take the replacement back, and cancel the charge .


ATT technician - "Oh let me just replace your old modem"
Me - " will there be a charge ?"
ATT technician - " no it's just a replacement, no charge since I took away your old one "

2 weeks later, an extra 13 dollars charged

Might as well make it 30-40 dollars every month and see how many customers you guys loose.

Teacher

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24 Messages

9 years ago

Yeah , I totally agree.

Just $7 or $13 dollars per month, might as well charge everyone $30-$40 dollars per month.

ACE - Expert

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35.8K Messages

9 years ago

My Thoughts content restated:

 

As of January of this year, AT&T no longer sells Residential Gateways (aka RG or "modems").  If you already have a working RG that you have purchased, you may continue to use it indefinitely.  If it needs to be replaced, it will be replaced by a rental unit.

 

Rental is, I believe, $7 per month.  When this is added to your existing account, it will likely be in the middle of a billing cycle for which you've already been billed.  On the next bill there will be a prorated charge for the part of the prior billing cycle, plus the full charge for the next billing cycle.  The amount of that prorate will depend on the percentage of your billing cycle you had the equipment.

 

 

Teacher

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24 Messages

9 years ago

How is this the solution ? Can you not read ! If your an ATT employee, go to where ever you took my old modem , give that back to me and take your replacement ! Simple as that

The end point is ATT charges random junk without even notifying me or the technicians they send out

ACE - Expert

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35.8K Messages

9 years ago

The tech should not have taken a device that you paid for.  So, I would say that AT&T owes you either the device or a refund for the purchase price of the device.

 

You asked for a change of service, the change of service requires a new device, the new device requires a monthly rental.  You should have been informed, you were not.  That was a mistake.

 

So... if you haven't already, please click this AT&T logoCustomer Service link to send a Private Message (PM) to the AT&T customer service team to help compensate you for your issues. You can expect a reply via return PM (the blue envelope envelope  in the upper right hand corner of this site, next to your avatar and name) in a business day or three.

 

Speed things up by providing your Billing Account Number and the best way and time to reach you.

 

In your shoes, I would be asking for a refund of the $100 purchase price of the RG that they improperly took from you, and an additional monthly bill credit for HSI of at least $7 for the next 6 months (or more).  Sure, you could could ask to be put back where you were, but that's going to be a hastle for you and them and you'll be back where you started, with no better way forward.  Soon as your RG breaks or you want more speed, you'll be back to paying a monthly rate.  With my suggestion, you'll have an RG that they have to fix whenever it breaks, you'll have the higher speed, and you'll have some compensation for the aggravation.

 

Don't know that they'll do what I suggest, but they will if they're smart.

 

No, not an AT&T employee.  Those are clearly marked as "Employee" and have an orange disclaimer at the end of the post. 

 

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