Teacher
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2 Messages
Need to cancel Uverse Internet but keep Uverse TV
My current hardware setup is a Uverse DVR, Residential Gateway (BGW210) and a WAP plugged into the Residential Gateway.
I also have a small set top box that gets its video stream from the WAP. I was a grandfathered DSL customer.
I have already canceled the Uverse Internet. For some reason customer service is insisting that I return the Gateway.
The threads already posted on this topic suggest to me that I need to keep gateway box to get Uverse TV to work properly with the streaming video box that is in a room that does not have coax cable run into.
I already tried plugging the WAP into my new internet service but it seems that WAP is designed to be used only with the ATT supplied gateway. The remote cable box works only when WAP is plugged into ATT gateway.
Anyone have ideas on how I can keep the gateway but cancel internet? Is there a number other than the off shore support that can help?
Thanks
DIRECTVhelp
Community Support
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254.4K Messages
3 years ago
Here to help address your UVerse service concerns, @merlin007.
In order to continue using your UVerse-TV service without having our internet, you'll need to continue using our gateway for that to be possible.
Since you'd most likely end up being charged for keeping the gateway however, the best course of action we recommend is calling our customer service line at 1(800)288-2020 and seeing what options are available to you in order to keep your internet equipment.
Let us know if you have any other questions or concerns, and thanks for reaching out on the AT&T Community Forums!
Jarod, AT&T Community Specialist
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JefferMC
ACE - Expert
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36.8K Messages
3 years ago
ATTHelp is at least partially correct, you do need to keep your Gateway and your WAP needs to stay connected to it. You should not be charged for not returning equipment that you need to keep using U-verse TV, and others who have gotten similar notices have not. As long as your U-verse TV account stays active, you should be fine.
You can call 800-288-2020, but I doubt they can do anything for you other than suggest you switch to DIRECTV stream (I wouldn't) or make assurances that you won't be charged (and while I do think that's true, they would likely say that regardless). No, I have no idea why Jarod said you would likely be charged. Maybe to cover his derrière.
Let us know if you run into any trouble with an unreturned equipment charge and we'll help get you in touch with the right people to resolve it.
(edited)
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merlin007
Teacher
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2 Messages
3 years ago
@JefferMC Thank you very much for detailed response. I will try and call customer service again to drive home the point that i need the gateway for the wifi receiver to work.
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DIRECTVhelp
Community Support
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254.4K Messages
3 years ago
Thank you for the update, merlin007.
Thank you to the ace for the help.
As they said you will need to call our support team for more help with your gateway.
If you have any other questions or concerns, feel free to reach back out.
Thank you for choosing AT&T.
Marc, AT&T Community Specialist
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