Horrible service...help please

[dxp081000]

I called about two months ago to cancel my Uverse basic service and was told it would be done immediately. Two months later, I checked my bill and noticed i was still being charged for the basic service. I called again and representative from Arlington named Hector answered and promised me it would be canceled. I check the next day and not only is my basic service canceled but also my internet as well. I was furious but remained patient and called customer service once again. Three hours later, they resolved it and promised to get my internet up and running. I was told by the tier 2 agent that they would reconfigure the internet to my house and everything would be good in two days. Wednesday, my internet starts working again, BUT THEY SENT ME ANOTHER MODEM. Now, I am due to be billed 136 dollars for another one time fee, even though it was not my fault the internet service was canceled. Even if I return the modem I may still be billed the one time fee of 36 dollars. What is this service? I have spent so much time dealing with this, and they are punishing me for their mistake.

Please help me resolve this, I am not sure what to do. I do not want to spend another 3 hours being sent around from rep to rep, and just want to live in peace...Please help.

[oufanindallas]

TV and internet have different RGs.  You are required to send your RG back and install the RG they shipped you.  Make sure you keep a copy of the tracking number or you could be charged over $400 for the RG.

As for the charge, I'd call customer service again and get them to waive the $100 fee.  If you don't get a CSR willing to help, hang up and call back.

[texasguy37 ACE - Champion]

Send a PM to Alex who is an AT&T Community Manager on this forum.

[dxp081000]

I was told by the tier 2 agent I wouldn't have to do anything except wait for the green light on my modem. Then they sent me another one which is just stupid, since this one works fine. Why the {word filter evasion} do they have to send another one?

[ATTAlexCM]

Thanks @oufanindallas & @texasguy37!

@dxp081000 - Thank you for sharing your recent experience.  I received your PM and replied with the information needed.

Regards,

Alex