Returning defectors be equipment

I'm confused.  They sent you a Gateway? and several boxes?  Yet you posted under Wireless (cellular).  It makes a difference: What kind of service do you have?  What are the boxes that (might) need to be returned?

And you mentioned employees which means that not only is this not wireless, but internet. But it probably belongs in the business side of the forum. 

Used equipment broken equipment whatever should always be returned. Even if it's broken destroyed whatever even if they say not to return it. Always return it. And also save proof that you returned it, that shipping receipt. Save it forever. If they ever say they didn't get it you have proof. 

Now on the old days you used to be able to just take your equipment to UPS, hand it over the counter. They give you a tracking receipt. And they charge AT&T for the shipping. You don't have to bring a box or label or anything 

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So is the OP.   Why they think they need to call AT&T again is beyond me. They have been provided with instructions and shipping label. 

Simple ... Return labels were provided.  So send the old equipment back.  

Save proof, tracking label information and proof of shipment in their file.

Doesn't matter who your internet provider or TV provider is. Always ship back the equipment and keep proof.  

When I moved 10 years ago Cox was phasing out its set-top boxes for TV service. The old boxes were huge and they had switched to mini boxes which they set me up with at my new house. They told me not to send them back to just put them out with the recycling.  

I sent them back anyway.  Couple weeks later I got an email that they were waiting for my equipment return or they were going to charge me...duh.  not my first rodeo