4 Messages
Being Charged For non existant Equipment
I have been charged over $170 for a gateway that is in the wall of the house I moved from & even have an email saying NOT to remove said equipment but nobody at customer support in whatever country it is in understands the issue. I have been sighed at by 1 person & another just kept repeating herself & would not actually listen. Why is it so frustrating trying to get someone who understands the issue? Why do I have to be huffed & puffed at by customer support.
If I don't get a resolution soon AT&T can find their equipment a the bottom of the nearest river & sue me for the cost.
DIRECTVhelp
Community Support
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254.4K Messages
1 year ago
We're sorry to see that you have received assistance with your unreturned equipment dispute, WelshmaninCA.
Based on the information you provided, we'll have to access your account. We'll send you a Direct Message to get your account information and verify your account in chat or over the phone. There will be a chat icon in the upper right corner of the Forums page once the message has been sent.
Aminah, AT&T Community Specialist
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baseballisback
ACE - Professor
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8.1K Messages
1 year ago
@skeeterintexas
Do I have this right?
The customer moved, apparently canceled the service and left the equipment behind.
Yeah, if I moved, I'd be taking the equipment with me or trying desperately to return it.
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skeeterintexas
ACE - Expert
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28.3K Messages
1 year ago
Yeah…..I’m still trying to wrap my head around “gateway that is in the wall of the house”.
IN THE WALL?
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WelshmaninCA
4 Messages
1 year ago
I took all equipment except the gateway which the email from AT&T stated NOT to remove. Part of the email below, hopefully makes more sense now. It’s for newer houses built with fiber apparently.
Don't remove this wall-mounted service box or power cord.
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skeeterintexas
ACE - Expert
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28.3K Messages
1 year ago
That’s not a gateway (ie. Modem). That’s an ONT (Optical Network Terminal).
THIS is a BGW320 fiber gateway.
The other fiber gateway is a BGW210 like this
Both a freestanding.
GATEWAY (aka modem) - Large freestanding box either white (BGW320) or slimmer black box (BGW210). Gateways are leased and should be returned when service is cancelled.
ONT - Small white box attached to wall. These stay attached to the wall and are not returned.
So what did you do with the gateway they are wanting to charge you for?
(edited)
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baseballisback
ACE - Professor
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8.1K Messages
1 year ago
When "in the wall" was mentioned, I had envisioned a cabinet.
Then again, if you're in New York and waiting for something, you're "waiting on line" whereas the rest of the world waits "in" line.
(edited)
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WelshmaninCA
4 Messages
1 year ago
It’s actually a metal box like one for the fuses outside but it’s inside a walk in closet.
As for the pictures it’s neither of those but your determination to be proved right wins the prize for “having to be correct every time”. Well done you’ve chased off another forum user. 👏👏👏
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skeeterintexas
ACE - Expert
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28.3K Messages
1 year ago
Sorry…just trying to be helpful and save you $170.
Nevermind……
(edited)
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