Gateway upgrades: Home Internet
Customers should never be directed to retail stores to exchange their gateways, unless Care systems do not support the exchange scenario. Care teams should troubleshoot the gateways and process a ship-to exchange if a replacement is needed.
Set expectations
New activations
When selecting Home Internet service, systems will show a gateway based on the plan.
Existing user with a 5G gateway
- On-demand requests to swap from a 5G gateway to a different 5G gateway are not supported.
- Stores are unable to support gateway swap requests. Customers should not be sent to stores if they want a different model.
- Follow standard troubleshooting if customers experience issues with their gateway.
- Do not refer customers to retail stores for gateway swaps or requests for a different gateway model.
- Own the troubleshooting process end-to-end. If a replacement is required, process a ship-to exchange directly.
- Advise customers gateways will be replaced with the same make and model unless inventory of that make and model is unavailable.
- Customers will be charged the Device Connection Charge if they attempt to activate a new line of service to get a different model.