How To Return AT&T Internet Equipment: A No-Nonsense Guide

Returning your AT&T internet equipment doesn’t have to be a headache. It’s a crucial step to avoid unexpected charges and finalize your service transition. The process can be broken down into a few key steps: pack your equipment securely, locate your nearest authorized return location, obtain a receipt as proof of return, and verify the return with AT&T. Let’s dive into each step and address common concerns.

Understanding The AT&T Return Policy

Before packing anything, understanding AT&T’s policy is key. Generally, you have 21 days from your service disconnection date to return your equipment. Fail to do so, and you’ll likely incur a non-return equipment fee, which can be surprisingly hefty. This fee varies depending on the equipment type, so avoid it at all costs by promptly returning everything.

Identifying Required Equipment

The first step is knowing exactly what equipment you need to return. This typically includes your modem, gateway, power cords, and any other equipment AT&T provided. Check your AT&T account online or contact customer service if you’re unsure what’s on your lease agreement. Don’t assume you own anything; if AT&T provided it, it likely needs to be returned. Keeping a detailed record of the equipment you are returning is also an excellent practice.

Packing Your Equipment Properly

Proper packaging is important to prevent damage during transit. Use the original box and packaging materials if possible. If you don’t have those, use a sturdy box and plenty of packing materials like bubble wrap or packing peanuts to protect the equipment.

Choosing Your Return Method

AT&T offers a few return options:

• The UPS Store: This is often the easiest and most reliable option. AT&T has partnerships with UPS Stores to handle returns.
• AT&T Retail Store: Some, but not all, AT&T retail stores accept equipment returns. Call ahead to confirm.
• Mail via UPS: In some instances, AT&T may provide a prepaid shipping label. This is less common, but worth checking your account or confirmation email.

The UPS Store is usually the preferred method because it provides immediate confirmation and tracking.

Obtaining Proof of Return

Always, always, always get a receipt when you return your equipment, regardless of the method you choose. This is your proof that you returned the equipment and is crucial if AT&T later claims you didn’t. Keep this receipt in a safe place for at least three months after you return the equipment.

Verifying The Return With AT&T

Even with a receipt, it’s wise to verify that AT&T has received your returned equipment and that your account is updated accordingly. You can do this by checking your account online or contacting customer service. If you don’t see the equipment return reflected in your account within a week or two, contact AT&T immediately.

What if I Lost My Power Cord?

Missing power cords happen. If you are missing a power cord, it is usually not a big deal. If you’ve lost your power cord, it might be acceptable, but it’s best to contact AT&T customer support to understand their specific policy. They might deduct a small fee. Replacement cords are generally inexpensive online, so it may be cheaper to purchase one and return it with the equipment.

FAQs: All You Need To Know About AT&T Equipment Returns

Here are some frequently asked questions to clarify any lingering doubts about the AT&T equipment return process:

1. What happens if I don’t return my AT&T equipment?

You’ll be charged a non-return equipment fee. This fee can be significant, often several hundred dollars, depending on the type of equipment. Return your equipment promptly to avoid this charge.

2. How long do I have to return my AT&T equipment?

Generally, you have 21 days from your service disconnection date to return your equipment.

3. Can I return my equipment to any AT&T store?

Not all AT&T stores accept equipment returns. It’s crucial to call the store ahead of time to confirm if they handle returns. Using the UPS Store is generally more reliable.

4. What if I no longer have the original box?

You don’t need the original box. Use a sturdy box and plenty of packing materials to protect the equipment during shipping.

5. Do I need a return shipping label?

AT&T typically doesn’t provide a return shipping label. The UPS Store will handle the packaging and shipping for you. However, it’s worth checking your account or disconnection email, just in case.

6. What do I do if AT&T says I didn’t return the equipment, but I did?

This is where your receipt comes in handy. Provide a copy of your receipt to AT&T customer service. Escalate the issue to a supervisor if necessary. Persistence and documentation are key.

7. Can I track my equipment return?

If you returned the equipment via the UPS store, you will get a tracking number on your receipt. Use this tracking number to monitor the package’s progress and confirm its delivery to AT&T.

8. What if my equipment is damaged?

Contact AT&T customer service immediately. You may still need to return the damaged equipment. Be prepared to provide details about how the damage occurred.

9. What if I can’t find my AT&T account number?

Your account number is located on your AT&T bill or in your online account dashboard. If you can’t find it, contact AT&T customer service, and they can help you locate it.

10. What happens if I move and can’t return the equipment immediately?

Contact AT&T customer service to explain your situation. They may grant you an extension or provide alternative return arrangements. Communication is crucial.

11. What if I have both internet and TV equipment to return?

Return all equipment simultaneously whenever possible. It simplifies the process and reduces the risk of confusion. Ensure you get a detailed receipt listing all returned items.

12. Can I schedule a pickup for my equipment?

AT&T typically doesn’t offer equipment pickup services. You’ll need to return the equipment yourself via the UPS Store or an authorized AT&T retail location.