AT&T Holiday Deals & Gifts - Don't miss these holiday deals on the latest devices!
TxBpo's profile

New Member

 • 

3 Messages

Tue, Sep 27, 2022 12:56 PM

Equipment return not found on ATT side

I had a technician come out and replace my modem.  He took the old equipment with him.  But now ATT is saying that the equipment has never been returned and they have no record of it on their side.  When I tex'd the technician he said he turned it in and there is nothing he can do on his side.  I keep getting messages and calls from ATT saying I have to return it.   My account shows that it hasent been returned. When I called and talked to Customer Service she said I shouldnt have let the technician take the equipment, and this is what happens because I did.  So it's my fault......  How would I have known this?!?  Does anyone have any idea what I can do?

ACE - Expert

 • 

23.6K Messages

2 months ago

File a complaint with the BBB.  Those are forwarded to the OOP.  Someone should contact you.

Plan B would be if @ATTHelp pops in and offers help.

Note:  NEVER allow a Tech to take equipment with them.  I had my modem replaced by a Tech.  He offered to take the bad modem.  I said "No thank you.  I'll take it to the UPS store myself."

(edited)

New Member

 • 

3 Messages

2 months ago

Lesson learned..... Thanks for the advice. @ATTHelp  please help

ATTHelp

Community Support

 • 

204.1K Messages

2 months ago

We're here to help address your equipment return concerns, @TxBpo.

 

To clarify, could you please provide us with the date that you returned the device to us/when the technician took the box back? Often times, it can take several weeks for our warehouse to receive and then process any returned equipment once we've got it back.

 

If it's been less than 30 days since the equipment was returned, we ask that you please go ahead and ignore the requests to return the equipment since you've already done so and allow additional time for us to process the return. If it's been longer than that however, please let us know, and we'll be more than happy to speak with you privately so that we can look at your account and determine what we can do for you.

 

We look forward to hearing back from you!

 

Jarod, AT&T Community Specialist

 

New Member

 • 

3 Messages

2 months ago

Good afternoon Jarod,

The technician came out on 8/27 and took the modem with him.  So its been just over a month. I would very much like to speak to someone privately in reference to this matter as I am getting nowhere when calling the main ATT line. Please let me know how I can do so.

Thanks

ATTHelp

Community Support

 • 

204.1K Messages

2 months ago

We'll send you a Direct Message, TxBpo.

 

Look for the chat icon in the upper right corner of the page.

 

Aminah, AT&T Community Specialist

Not finding what you're looking for?
New to AT&T Community?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.