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2.4K 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

litzdog911

ACE - Sage

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53K Messages

4 months ago


@pacwheel wrote:

Hi - Just upgraded to a Genie system -Whole House DVR and was told two different things about returning my old receivers which are all over 10 years old. Rep in India said they need to be returned  but the U.S Rep said they don't. U.S. Rep checked the list of what I had (which you used to be able to see prior to the AT&T merger) and said all my equipment is obsolete.HR20-700 and H21-100 receivers. Which one is correct and where is there a list of what should be returned and what shouldn't?


Only newer current models need to be returned. The HR20 and H21 do not need to be returned. 

 

____________________________________
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.
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*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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2 Messages

4 months ago

Thank you. Is there a list anywhere that shows what's returnable and what's not? Appreciate your help.

 

litzdog911

ACE - Sage

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53K Messages

4 months ago


@pacwheel wrote:

Thank you. Is there a list anywhere that shows what's returnable and what's not? Appreciate your help.

 


No.

Only newer models must be returned:

H25 HD Receiver

HR24 HD DVR 

HR44, HR54 and HS17 Genie DVRs

C4x, C5x, and C6x Mini Client boxes

 

____________________________________
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 2019 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.
tjwitman

Tutor

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15 Messages

I just cancelled DirecTV and received an email from them telling me that I should recycle my equipment. One of them is an HR44-700. You say in your post that it's returnable. They must have just obsoleted it. I've had it for many years.

In the email, the list directv.com/recycle as the link to get a return label to package and take the equipment to the Post Office, not UPS/FEDEX.

After all the posts I've seen about DirecTV billing people for equipment that was returned, I'm going to video the entire process including dropping it off at the post office. Also I'll include the serial #'s and a view of the card in the receiver.

Juniper

ACE - Expert

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18.7K Messages

@tjwitman

The 2nd generation Genie (HR44) has been the oldest model returnable. It is possible that may have just changed, but nothing officially confirmed just yet. I would be cautious of the email notice as it hasn't been completely reliable regarding returnable status of exact model numbers, but perhaps that is fixed now.

Video of dropping box at USPS for recycle may not save you as historically the website links you to a 3rd party recycling company. But I see that the page is updated, so perhaps they are now recycling directly. There is also the concern that many places do not allow video recording on their premises, so something to be prepared for.

Personally I would try the normal return to be on the safe side. Go to a FedEx or UPS Store (full store, not outreach shipping annex) for the free return. Have account number ready, and definitely get receipt showing they took possession.

If they do not accept the return, then I would hold onto the box for 2 months before recycling. This way with the 21 day return and time for the following bill, you know for sure that you have not been billed a non-return fee (NRF). If billed then you can return and get the charge reversed. Just what I suggest to be safe.

In the end if recyclable, you take to a local electronic recycling center or use the website listed for shipping options. Remember to remove the access card first. You will either get a prepaid envelope for the access card within 30 days of the box being deactivated, or after that are free to dispose of securely like you would a credit card (this is because it is what authorizes the location for billing).

(edited)

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tjwitman

Tutor

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15 Messages

Thanks for the reply. I'll take your advice! Sadly, there are no UPS or FEDEX corporate stores within an hour of me. When does the 21 day return window start? When the ship the box or when I receive it? I ask because I'll be away when the box arrives (if I get a box). Some say yes and some say no on boxes.

Thanks

Juniper

ACE - Expert

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18.7K Messages

The 21 days starts from when the box is deactivated. Previously this 3 weeks was to allow enough time for the box to get to you, package the receiver/clients to ship out, and return back into DirecTV's possession.

From the email you shared, it does sound like the 2nd generation equipment (HR44 and C41) have joined the non-returnable list. I would keep that email for your records.

Note for anyone using these posts as reference: The C41W is probably still returnable as there is only 1 other model of wireless Client (C61W), so not to be confused with the C41.

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For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
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New Member

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1 Message

@tjwitman

I also just cancelled and received an e-mail telling me to recycle my receivers:

HR44-500

HR21-200

It included a link that sent me to this site: http://www.goodelectronicsrecycling.org/DIRECTV​

and when you fill in the form saying you are returning a DirecTV set top box, it pops up a window that asks for the first three digits of the serial number of the receiver. It accepted the HR21-200 serial number, but when I tried to add the HR44's number, it said:

This receiver has to be returned directly to DIRECTV.

Please call us at (Phone number hidden) for further assistance.

I already dropped off the HR21-200 to my local UPS store. I am going to wait awhile to recycle the HR44.

(edited)

Juniper

ACE - Expert

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18.7K Messages

The HR21 has been non-returnable for several years. In fact all regular HDDVRs thru the last (HR24) are non-returnable. This is because they are not SWM-only and so can use the new or old cabling.

Since the recycling option confirmed HR44 still needs to be returned, either something is odd with the other poster's email saying not to recycle, or because it is a very recent change, the recycling website hasn't caught up. I would play it safe and try to return through the UPS store as normal (taking directly, they scan in there for return). If UPS takes the HR44, get receipt showing they took it.

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Contributor

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1 Message

4 months ago

I have come across a lot of ATT and Directv equipment abandoned in a rental house. Where can I drop it off? I do not have any account information. The house is being sold and they would have trashed anything left. I thought it a shame to trash the perfectly good equipment so hoping as a good samaritan I can return it to ATT. Can I drop off at any ATT store location and they get it where it needs to go?

 

litzdog911

ACE - Sage

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53K Messages

4 months ago


@charlenem69 wrote:

I have come across a lot of ATT and Directv equipment abandoned in a rental house. Where can I drop it off? I do not have any account information. The house is being sold and they would have trashed anything left. I thought it a shame to trash the perfectly good equipment so hoping as a good samaritan I can return it to ATT. Can I drop off at any ATT store location and they get it where it needs to go?

 


Take it to any electronics recycler.

 

____________________________________
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 2019 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.
Juniper

ACE - Expert

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18.7K Messages

4 months ago


@litzdog911 wrote:

@pacwheel wrote:

Thank you. Is there a list anywhere that shows what's returnable and what's not? Appreciate your help.

 


No.

Only newer models must be returned:

H25 HD Receiver

HR24 HD DVR 

HR44, HR54 and HS17 Genie DVRs

C4x, C5x, and C6x Mini Client boxes

 


Supposedly only SWM-only boxes are returnable, which the HR24 is not as can use the old system. But doesn't hurt to take it as well to be safe, especially since some UPS/FedEx locations have accepted it.

 

Last I knew the Genie Lite (H44) was still returnable being SWM-only like the others.

 

Would be nice if there was a list, but I think they don't post one to avoid confusion. If a model goes non-returnable it only affects boxes disconnected after that occurred. So if you deactivated the box and 2 weeks later the status changed, you still have to return it or get charged a non return fee (NRF).

 

So all Genie/Mini Genies (except the 1st gen HR34/C31), Genie-2 (HS17), and the H25 are returnable.

You can certainly try returning a HR24 to be safe. It is still a perfectly fine model.

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Award for Community Excellence 2019 Achiever*
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tjwitman

Tutor

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15 Messages

@Juniper Hi. As I said a few posts above, I received an email from DirecTV after cancelling my service telling me to recycle my equipment. They are an HR44-700, a C41-700 and a C41-500. The last 2 I believe were called Genie's although they aren't marked as such. They DO have SWM inputs (whatever that is). Just to update you on what's going on.

Tom

Juniper

ACE - Expert

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18.7K Messages

Models with C are Mini Genie Clients. Unlike receivers, they have no tuners or recording space of their own, so are essentially an extension of the Genie. Like the main Genie, all but the 1st generation (C31) has been returnable.

SWM (or SWiM) means single wire multiswitch. In the old days a basic receiver had 1 cable, but a DVR had 2 because of the 2 tuners for recording/watching. Going to the Genie which is 5 tuners, plus Whole Home DVR sharing recordings between the boxes, they had to update the system so we didn't end up with an octopus of cabling in the home. Most HD and HDDVRs can use both the old and new system, but all Genie and Clients, plus the H25, can only use the new SWM.

If HR44 and C41 just became non-returnable, that makes sense. I would still play it safe like suggested above, just to be sure.

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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 2019 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.
tjwitman

Tutor

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15 Messages

I just chatted with DirecTV. (2/8/20) and they checked my account. They told me I could recycle my equipment, which is HR44-700, a C41-700 and a C41-500. . I chatted so I would have a written transcript of the conversation. Plus I can never understand them anyway.

Juniper

ACE - Expert

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18.7K Messages

Careful, main customer support has no access to the Chat transcripts. The Chat team is supplementary to customer care, and recently have seen more posts where Chat gave wrong info.

Personally I would still try to take to a UPS Store, because if they take the boxes you are covered (keep receipt) if returnable or not. Alternatively I would keep those boxes for 2 months, to allow enough time to see if you receive a bill with non-return fees.

I just would rather play it safe then having to pay a couple hundred in NRFs.

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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 2019 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.
tjwitman

Tutor

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15 Messages

Yea, I understand and thought the same thing although they transferred me to Customer Care for those answers. I also removed my auto pay credit card info. :) I will probably take along the boxes the next time I make the one hour trek to the nearest UPS STORE.

Cindy : That's good to hear. I am on your account now and to verify, you can just recycle the equipments like the other representative advise you.

Me : So I don't have to return anything? It is all obsolete? Correct?

Cindy : Yes, it is all obsolete. That is right!

Me : great. I can recycle it at a local recycler or the Directv authorized recycler?

Cindy : Yes, that is correct.

Me : great

Cindy : Just a quick recap, I was able to verify that your equipments can be recycled. I will also put proper documentation on the account regarding this interaction.

Tom

Juniper

ACE - Expert

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18.7K Messages

If in the end you do recycle, remove the access card first. Sometimes they send an envelope for the card only when the box is non-returnable. If no envelope then you dispose of the card securely like you would a credit card.

HR44 is certainly not obsolete (other than last model to be made with a phone jack), just seems they are pushing ahead with what they want to be the "latest and greatest". I would hope there are enough HR54 (and revised HR54R1) Genies in stock to make up for it.

I hope to hear of newer models coming out, preferably regular HDDVRs that are SWM-only like the Genies, and something to replace the restrictive and very consumer un-friendly Genie-2 (HS17).

A note just so there are no surprises: You can turn off auto bill pay, but cannot remove the card info from within the system. Once used, it is attached to your account always. Purpose is that if someone cancels an account and forgets/refuses to pay final bill, they can automatically charge the outstanding balance. This is why Terms of Service that a valid card must always be on the account. And adding new card info does not delete the old, just updates what is the primary card on file.

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Award for Community Excellence 2019 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

a month ago

why is the DTV and ATT "customer service' so fkin (Edited per community guidelines)ty? I have been told 3 times i would receive a box to return the equip over the past few weeks, and i still DO NOT have it - perfect example of the customer care that has driven me to leave DTV after nearly 20 years.

(edited)

Juniper

ACE - Expert

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18.7K Messages

@cubbie76

Too many agents quote the old info, and don't take the extra time to check against your exact boxes.

What are the models of each box you have?

If returnable you take to a FedEx or UPS Store that participates in the free return program. Have you account number handy and make sure to get receipt showing they took possession.

The old process is only used if you are over 10 miles away from a participating shipper. They send a prepaid return kit to your physical service address by FedEx. You send the box back by USPS (regular Post Office). It will have different tracking numbers each way showing on the box.

If not returnable you recycle the box, without the access card. The card you send back if you get an envelope within 30 days, otherwise you dispose of it securely like you would a credit card.

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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 2019 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.

Teacher

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113 Messages

a month ago

Early January, 2020, I switched to DIRECTV from ATT U-Verse. I went to our local FEDEX and they instructed me to UPS. Also, ATT U-Verse e-mailed a complete checklist of the equipment I was to be returned. UPS, took that e-mailed list, and scanned in my returning equipment for verification. Then gave me a receipt.

The next day, I received an e-mail that the equipment was received by ATT. [I would suggest you keep your UPS receipt and e-mailed confirmation of receipt at ATT, for a few months] I did return my U-Verse equipment the next day, after DTV contractor installed their equip. It works the same for a DTV return.

New Member

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4 Messages

14 days ago

I recently cancelled my Direct TV and kept the internet service. I had 4 TV's hooked up. The letter told me to return only one item, but the Model Number and Serial Numbers don't match up.

New Member

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4 Messages

14 days ago

I recently cancelled my DirectTV, but kept the internet. I had 4 TV's with remotes hooked up. I received a letter indicating that I needed to send back only one item. The model & serial numbers do not match anything I have.

Juniper

ACE - Expert

 • 

18.7K Messages

@MHO

What are the model numbers of each of those 4 boxes?

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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 2019 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

 • 

1 Message

13 days ago

So received upgraded equipment and the person on the phone told me I would be shipped a return label, the box the new equipment came in states there should be a return label and tape to seal up the box as well. However, there is no label or tape. Do I need a return label, or am I able to follow the steps at the top of this page and bring it to a UPS store near me with my account number and they will take care of the rest?

Juniper

ACE - Expert

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18.7K Messages

@DRadke0923

What model is the box you are trying to return? Too many agents these days don't verify if it is a returnable model or not.

If returnable in the same box the replacement was shipped, the return label would historically be under the original one.

However AT&T a couple years ago changed DirecTV's return process to be like theirs.

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.

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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 2019 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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2 Messages

10 days ago

we received a letter we do not need to return the equipment but to recycle it. the only thing I can find is that we need to ship it from st. louis to denver! how is this efficient? I have a main reciever, 2 remotes and a 2 remote tv location device to return

Juniper

ACE - Expert

 • 

18.7K Messages

@Dmm33

What models are the boxes? Best to double check as in the last month there have been some incorrect notices.

If actually recyclable, you either drop off at electronic recycling or can use www.directv.com/recycle where it directs you to a recycling program of sending you a shipping box.

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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 2019 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

 • 

2 Messages

Not Sure of the model numbers, they a still in a box that still needs to be unpacked.

not sure what you mean by an incorrect notice...I have had this equipt. for several years.

I also went to the web page for recycling. that is why i even asked the question in the first place.if they really care about recycling i should not be sending this all over the place, wasting fossil fuel.

I guess i can find a free electronic recycling or just trash them and forget it!

New Member

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1 Message

6 days ago

i received my email on returning the two receivers but it doesnt say anything about the controller that was on the dish & the remotes and all the power connections

so does any of that need to be sent back as well?

New Member

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1 Message

5 days ago

I returned all of my DirecTV equipment as requested....all in the same box....now weeks later I am receiving a message that two items were not received. HOW do I dispute this????

Teacher

 • 

113 Messages

@latanyalogan , you have to give DTV a call and do you have proof of delivery or the receipt given to you by UPS. Tracking number should be on it. If USPS you should have been given a tracking number to confirm item was received at ATT.

Did you get the items to UPS with in 10 days, to allow 10 days for receiving at ATT, for example. From time service was disconnected, ATT allows 20 days for returned equipment to be received their end and verified.

(edited)

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