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Upgrade or return DSL equipment

Find out how to upgrade or return your DSL modem or gateway.

DETAILED INFO

Upgrade DSL modem or gateway

Check out the AT&T Equipment Shop. You’ll see our current offerings and find out how to upgrade your current DSL modem or gateway.

Review DSL return policy

Confirm DSL service
You can find out if you have DSL service by signing in to your account. If you see My DSL Internet, you’re all set.  Or if you have a different type of AT&T Internet service, find out how to return your equipment.

Defective equipment
You can return a modem or Wi-Fi® gateway for a replacement if it becomes inoperable because of defective materials or workmanship within one year of the ship or install date.

Detailed info
  • Contact the manufacturer for help or contact us to buy a replacement.
  • We may replace the modem, Wi-Fi gateway, or maintenance plan equipment with a similar or refurbished product.
  • Lost or stolen equipment may be replaced at the market rate. If damaged or destroyed by any other cause, it may also be replaced.
  • We must receive the defective equipment within 30 days of notifying us. If we receive items after 30 days, you will be billed for the equipment replacement.
What's covered
  • Replacing defective hardware for DSL service, includes modems, routers, gateways, adapters, NICs, filters, and splitters
  • AT&T DSL equipment
  • Labor of AT&T services and its authorized contractors and agents
What’s not covered
  • Equipment damaged or destroyed through customer's, or any agent of customer's, negligent or intentional acts
  • Customer changes to the covered equipment
  • Equipment destroyed due to fire or natural disasters, such as flood damage or other causes outside of our control
  • Equipment or labor ordered or performed by customer from any person or entity other than AT&T

Unwanted equipment
If service isn’t performing the way you expected, you can return the undamaged equipment to us within 30 days of the ship or install date. The return should include all original parts, accessories, disks, manuals, and related documents in the box.

When you do this, you’ll avoid a potential non-returned equipment charge billed to your account or credit card on file.

Return AT&T DSL equipment

  1. Contact us. We’ll send a prepaid UPS shipping label with a return authorization number.
  2. Pack the item in its original box, if possible.  
  3. Write the return authorization number on the front of the box. Boxes arriving without it won’t be accepted.
  4. Drop off the box at any authorized UPS Store drop-off location and they'll take care of the rest.

Note
  • Equipment won’t be accepted and credits won’t be issued after 30 days unless it’s defective.
  • Processing return usually takes two weeks. When we receive the return, we’ll check the equipment’s condition and replacement availability, if applicable.

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Community forums

Have questions about your DSL Internet service? Explore our community forums for answers.

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