Unfair Sales Tactics

I only have internet and voice services.  Cable is over rated and also a rip off.

I don’t know the distance to the local connection but lie is a lie.  This isn’t a rental car where I get charged for miles, is it? J  This information should be included as it will help customers make an informed decision based on our money.

Motorola NV589 Arris gateway and Best Buy has an equivalent Arris for $200.  Can I used the Best Buy model in place of the $7 rental ATT version.

The subscription speed is 18 mps but ran the speed test and I’m only get 13 mps.

Fiber to the road and copper in the house.

Your comment, “As a rep would not know your distance could not guarantee a purchase option.”

But that’s exactly what he did on purchasing the equipment and on the set price of my service.

You see……you along with every other ATT person I speak with fail to answer my questions.

The elephant in the room (aside from ATT or course) is, why do I have to rent equipment?  And you know what, I would be content if it was a “rent to own” but it’s not.  It’s like renting a mailbox in a residential neighborhood.  I can go to Lowes and do it myself.

You didn’t answer my question from my previous post, “Can I use the Best Buy model in place of the $7 rental ATT version?” 

Here is the equipment information - Xfinity - Arris Touchstone Cable Modem and Wirless Router.

If not, please tell me why?

Also, why can’t I purchase the 589 and why are we as customers renting this equipment?

With all due respect, these are the answers I’m looking for.  Canceling serivce is not option at the moment because I need to develop a plan to move forward and my 30 days are up in 6. 

Lastly, at this point, I do not accept solution as I am not happy.

Thanks

If you're using the NVG 589, then you have to rent it because AT&T does not sell that model.  I don't know whether you were assigned that device because you need it to get service at all, or need it to get higher speed access, or because it was what the guy had in his truck.

Some of the questions my thoughts asked were to try to ascertain that.  As my thoughts said, if you could use the 5031 (which replaced the older 3600), then you could purchase that for $100.  If you had to be put on bonded pair in order to get enough bandwidth for service, then that is not an option.  The person who took your order did not know that you'd need bonded pair (unless you ordered HSI 45 Mbps, in which case it's a requirement).

And... the answer to your question about buying equipment from Best Buy (or some other retailer) is "No, you cannot."  Equipment from those retailers doesn't have the custom AT&T firmware and certificates which means that it will not operate on AT&T's network.  If you were to find an NVG 589 with AT&T-firmware on eBay and purchase that, then you still couldn't use it, because that device would be AT&T's rental property and should be returned to them and they will not activate it.    If you were able to use a purchasable modem (e.g. the 5031 or 3600), then that you could buy off of eBay and get AT&T to activate it (though it may not be easy).

The "Arris Touchstone Cable Modem" is a DOCSIS protocol device.  It doesn't speak the VDSL2 protocol that your NVG 589 does and is required to work on the AT&T U-verse VDSL2 network.

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@bewary wrote:

 

The elephant in the room (aside from ATT or course) is, why do I have to rent equipment?  

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Because AT&T has decided that in order to serve it's customers best, they are refusing to sell the equipment. This mean if you wish to use their service at that level, you must rent it or you can take your buisness elsewhere. 

Why they made that decision is up for guesses, but that's the way it is.

Americangame,

To your comment, “Because AT&T has decided that in order to serve it's customers best, they are refusing to sell the equipment”.

I disagree but that’s “your” opinion and I have mine.

To your comment, “This mean if you wish to use their service at that level, you must rent it or you can take your business elsewhere.”

This is a “given” and I’m requesting information to make that decision. Useful information..

Back when I converted to DSL, years ago, I was given the choice of renting equipment or purchasing my own equipment. The technician stated that if I wanted wireless, there would be an extra fee because I would be connecting multiple devices to the internet. Really? I purchased my own equipment and saved money.

That full disclosure was very helpful, Unfortunately, I didn’t get full disclosure this time and based on other posts, other customers didn't either.

JefferMC thanks for answering my questions. I really appreciate it.

I am having the same issue with the High Speed internet equipment (gateway).

In August 2014 - to get me to switch from Time-Warner - AT&T's sales rep offered me a bundle of U-Verse Tv & internet AND a FREE Gateway.

August 2015 I get a $7.00 charge for "high speed internet equipment".

Called AT&T - after "escalating" my problem to a supervisor - I was assured the charge would be removed.(Paid bill so as not to get late charge - expected credit on next bill.

September 2015 - same thing - sent to "Loyalty & retention" dept. Said would be fixed - wasn't.

Tried to tell me "bundle discount I received when I changed to basic TV and 12MGS internet $15.00 - I wanted 3 - they offered 3 - 6 - or 12 for same price - so I took 12 (never said this was a discounted rate).  Now they say this is how they are giving me the $7.00 off for the equipment fee.

Explained the $7.00 equip fee was from August bill not September. Here it is October - after another hour on phone over 2 days  (and being sent to "Loyalty and Retention - got recorded announcement -"We are closed - call back later".

I am still waiting for the credit for the FREE gateway that I am being charged forl

U-Verse service is OK  -  Billing and customer service are none existant. Fraud - Bait and Switch - out right lies - people obviously in foreign countries handling calls - I can't understand what they are saying.

Looks like I will be looking for another carrier  (We have had AT&T for over 20 years).

Guess they just want the next sucker they can lie to - seems this is how they are making their money.