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2.5K Messages

Wed, May 23, 2018 10:12 PM

How to Return DIRECTV Equipment - Info from the AT&T Community

DIRECTV Equipment Return Information

 

If you are replacing a receiver or canceling your DIRECTV account, the receivers must be returned to AT&T. If the equipment is not returned within 21 days from the date the account is changed or canceled, it will result in an equipment charge. 

 

How To Return The Equipment 

Go to a FedEx or UPS location with your account #. No need to bring a box or label, the equipment will be boxed it up & shipped out at no charge. The process takes less than 5 minutes. 

 

What doesn't need to be returned

  • The dish - it belongs to you. 

 

Tips

  • We encourage you to initiate your return within 10 days to avoid being billed for non-returned equipment while equipment is in transit. Charges may appear 1-2 months if the equipment is not returned timely. 

  • Keep the receipt with the tracking #. 

Billing Or Shipping Issues

If you are charged for the equipment you have returned or there is not a FedEx or UPS location within 10 miles of you, chat with us

 

ChrisZ, AT&T Community Specialist 

AT&T Help

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Responses

Accepted Solution

Official Solution

Community Support

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2.5K Messages

2 years ago

Wondering how to return DIRECTV Equipment? Check out the post above!

 

ChrisZ, AT&T Community Specialist 

(edited)

AT&T Help

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

New Member

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3 Messages

How am i supposed to return equipment if i cannot leave the house due to covid?? THe mailman would not accept the label you sent me. he said i had to go to post office or get a new label from you.

Juniper

ACE - Expert

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23.3K Messages

We did not send the box. This is a public forum of other customers.

If separate return label with a USPS tracking number was not provided, then very likely the box is not returnable. What model is it?

If you are over 10 miles away from a participating shipper and have a returnable model, DirecTV uses the old process of a prepaid return kit sent to you.

Here is their update page regarding what they are doing during Covid. Haven't seen anything specific affecting returns, but it may not have updated yet.

https://about.att.com/pages/COVID-19.html

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

New Member

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1 Message

Old directv boxes and thinking possible cancellation: My main DirecTV box, Model H44-100 manufctrd 5-20-16 and have also in use Genie Mini, Model Number C61-100 and was manufactured 05-05-17. Are these returnable if I should decide to cancel DirecTV and how would I cancel. They tell me that I am no longer under contract.

Contributor

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1 Message

2 years ago

Can I return the direct TV equipment without a return  label and without any box.

Contributor

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3 Messages

2 years ago

I work at an att that is an authorized dealer. Taking the equipment to a fedex or ups works as long as they are corporate store, but this does not help where I live or many other small towns that only have authorized dealers. The closest one to me is an hour away. In this situation you must call directv and get them to send a box with a prepaid shipping label or at the least email a label. The last customer I talked to said the person on the phone said they can't send boxes out anymore, so you must explain that there is not a corporate in your location. The reps on the phone don't recognize the distinction, and will tell you to go to your local fedex whether or not it is a corporate location.

New Member

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1 Message

I have been trying to get a return box or just a label for almost a year. This has to be the most incompetent company I have ever worked with. They manage to get my bill to me every month but no label. Each time I call I am on the phone for over an hour with the promise that I will get box in 5-7 business days. It’s a lie each time. I was charged 140.00 for the unreturned equipment.

Juniper

ACE - Expert

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23.3K Messages

@Loiswaits

I assume you mean your non-return fee (NRF) was $135 for a Genie or other full HDDVR. Normally I'd ask model number, but getting an NRF verifies it was a returnable model at that time.

The return process changed well over a year ago.

How To Return The Equipment

Go to a FedEx or UPS location with your account #. No need to bring a box or label, the equipment will be boxed it up & shipped out at no charge. The process takes less than 5 minutes.

Find FedEx Office locations at www.fedex.com/attreturns.

Find The UPS Store locations at www.theupsstore.com/locations.

The old process is only used if you are over 10 miles away from a participating shipping location. That is where they send the prepaid return box to your physical service address by FedEx with return through USPS (postal service, not UPS). Remember this can only go to the physical address, not something like a P.O. Box like the bill can.

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
davewi

Teacher

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14 Messages

2 years ago

I am having major install problems (can't get it done).  Customer Service has said they can't help me.  Who do I call?

Contributor

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3 Messages

2 years ago

If it is to replace equipment or do repairs you will need call customer service. If it is a problem with the initial install and the account is still pending, you should go to an att store and get them to change the installation date, this will be much easier than trying to talk to customer service about it. The only problem is that it may not be as soon as you'd like as the system will just generate the next date available. Unfortunately the failed installs don't get any priority over new installs. The only way to get it installed sooner than the date generated is if a rep or the store manager has some of the local installers contacts to see if they could fit an extra install in there schedule, which they usually can. 

davewi

Teacher

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14 Messages

2 years ago

That is real comforting, to get it installed i can't count on AT&T I have
to go somewhere to find a manager and hope they have inside contacts. I
guess it is too much to expect that when an installation is scheduled they
might show up or at least call to say they will be late or need to
reschedule. I still can't believe there is absolutely no customer service
and it appears to be acceptable.

Contributor

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3 Messages

2 years ago

When an insall fails to go through it is on the installers, and if reps in a store have no way of getting in touch with them the only option is to reschedule on the customers account. You can go to an att store and they can reschedule an install date but expect it to be 4 days to a week from the time its rescheduled.

Contributor

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2 Messages

2 years ago

7days and no box or return label. They seem to not care.and try to charge you anyway.

litzdog911

ACE - Sage

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53.3K Messages

2 years ago


@Kristiepigg wrote:

7days and no box or return label. They seem to not care.and try to charge you anyway.


They changed the equipment return process a year ago.  You're supposed to take any equipment they want returned to a UPS or FedEx Shipping Center, along with your DirecTV account number. Be sure to get a receipt.

 

 

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
davewi

Teacher

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14 Messages

2 years ago

It is a shame AT&T is doing so much damage to their reputation with Direct TV.  I spoke with an installer that finally did the job properly and he said Customer Service is in Columbia or one of numerous other countries so not to bother calling them, he is right, they can't help anyway!  I guess AT&T is not monitoring any of this and it is all acceptable to them.  I wrote a letter and it was met with silence too.

Contributor

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1 Message

2 years ago

What specific equipment do i take to UPS iF I am trying to return tv receivers? Just the receivers? Nothing else? No cables, etc.?

litzdog911

ACE - Sage

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53.3K Messages

2 years ago


@cinsan123 wrote:

What specific equipment do i take to UPS iF I am trying to return tv receivers? Just the receivers? Nothing else? No cables, etc.?


Yes, just the Receivers, along with their access cards.

 

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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1 Message

2 years ago

I cancelled my DirectTV service a year ago and have a credit of over $100 that I would love to get back. I have made numerous calls to AT&T and have been told that I do not have to return my equipment due to its age, however I do need to return my access card. No one seems to know how I am to go about returning it. I receive a monthly statement telling me I have a credit. Can someone please tell me how and where I can return my access card to get my money back?

shannon02

ACE - Expert

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21K Messages

2 years ago

They send you a envelope within 30 days to return the cards but since there has been so much time passed there maybe nothing you can do.

Award for Community Excellence 2020 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Contributor

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1 Message

a year ago

when returning the equipment , you send back the controller and the control box. do you need to send back the anond on the dish and what about the cables and such.

 

New Member

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10 Messages

They seem to not care and try to charge you anyway.

(edited)

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