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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

Contributor

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4 Messages

5 months ago

I got two 'return instruction' letters for my equipment..one for my internet modem and one for my DVR. My modem letter says to use any FedEX or UPS location. The one for my DVR seems to imply only FedEX can be used. Why can't I use UPS for both, since one of their stores is right near me.

Juniper

ACE - Expert

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22.8K Messages

@bwm

Instructions at start of this thread do confirm FedEx and UPS. But it must be UPS Store, not an outreach center, annex, etc. So check the above search link or call the specific store to see if it participates in the return program.

-------------------------------------------------------------------------------
(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 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

5 months ago

so tired of Directv and their lying behinds and over priced packages.

Juniper

ACE - Expert

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22.8K Messages

@customerae

You may find them overpriced, but the networks charge a lot to be carried so TV providers have to do the same to stay profitable.

If you would like to discuss with other customers, perhaps verify correct information as sometimes experienced customers understand the service better than newer agents (especially if they came over from AT&T), then create a fresh thread with details of what is going on.

If you are just venting, hope you feel better and have a good day.

-------------------------------------------------------------------------------
(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 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

I’m not venting I’m upset at the fact that I got a sales call telling me I would pay less with Directv for the same channels I get with my last cable company now that the 3 months are up I’m paying for everything button on the remote so don’t tell me about networks and all that when I paid less for what I wanted with Spectrum than what I’m being asked to pay with Directv which is a $35 difference before taxes.

Juniper

ACE - Expert

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22.8K Messages

TV providers do pay the networks a lot of money. Some providers try to save costs by running multiple services through the same lines (such as Spectrum). DirecTV on the other hand is dedicated service that isn't subsidized through other services, and deals with the costs of satellites in space.

Sales calls are usually 3rd parties. If they call you, treat them like a door-to-door sales agent, research or at least verify on the paperwork (order confirmation) if everything they said matches. Intro offers are of course usually cheaper, but I would compare the full cost to plan long-term.

To discuss options to lower cost, or to submit a complaint on a prior agent, you call DirecTV. Posting here that you don't agree with prices is essentially venting, as other customers cannot do anything about what you pay.

-------------------------------------------------------------------------------
(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 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

5 months ago

When I cancelled my service the rep did not tell me what to return or how. I have not received an email with a label. Im not real sure what to send back or how.

Juniper

ACE - Expert

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22.8K Messages

@stephanie7323

What are the models of each box you have? They might not be returnable.

As for how, the instructions are at the very top of this thread you have posted in.

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.

-------------------------------------------------------------------------------
(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 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

5 months ago

I cancelled my service and the rep did not give me instructions on what to return or how. I have not received an email with a label either, not sure what to do.

New Member

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2 Messages

@stephanie7323 

i got an email a day after my service ended with the instructions. remember your service is paid ahead(which i didn’t know when i cancelled so i didn’t get my instruction email for 3 weeks)

New Member

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4 Messages

5 months ago

I went to a UPS service and they said I had to package my Direct TV equipment . What address do I send the package to?

Juniper

ACE - Expert

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22.8K Messages

@LARRYLOCKARD

The UPS agent was clueless. It must be a UPS Store, not annex or otherwise outreach shipping center. You do not address or package it. You take it in, then scan it and give you receipt.

If you are over 10 miles away from a participating shipper, then you contact DirecTV to send you a prepaid return kit. Goes to your physical service address by FedEx, but you return through USPS (not UPS).

What are the models of boxes though? They might not be returnable.

-------------------------------------------------------------------------------
(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 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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4 Messages

C61-500 and HR54-700

New Member

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4 Messages

I do not have access to official UPS store. If you will email me a label I can have UPS pick it up at my residence.

Juniper

ACE - Expert

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22.8K Messages

@LARRYLOCKARD

HR54 and C61 are the latest generation of both the regular Genie and Mini Genie Client. They are returnable.

DirecTV does not email a label. If you are over 10 miles from a participating shipper, then you call them (DirecTV) to send you a prepaid return kit.

As stated, this is a public forum of other customers. We cannot make the request for you.

They have extended the return time frame temporarily because of Covid-19.

(edited)

-------------------------------------------------------------------------------
(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 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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4 Messages

5 months ago

I carried my Direct Tv equipment to a UPS store to return and was told I would have to package it. What address do I send the package to?

New Member

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1 Message

4 months ago

I am at least 20 miles from the nearest UPS or FedEx location. Can't you send me a prepaid label as you said you would when I cancelled your service?

shannon02

ACE - Expert

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20.9K Messages

Nope, DTV has to send a box by FedEX to be returned via the post office. What are the receiver(s) model numbers?

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

4 months ago

I am planning on returning Direct TV equipment. But, the letter I received only mentions one item to return. I have a lot of Direct TV equipment not mentioned in the letter.

What do I do?

New Member

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2 Messages

4 months ago

I am returning At&t/Direct TV Equipment. The letter I received only mentions one piece of equipment. There are other DirectTV pieces of equipment that I have.

What do I do? Do I send it all through Fedex.???

David Olford

New Member

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1 Message

3 months ago

One of the serial numbers does not match.  What do I do?  I was told that I needed the paperwork to make sure it is the correct receiver I am sending.

New Member

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2 Messages

2 months ago

I have a combined account: ATT Internet and Direct TV.  I have cancelled this account. Received email directions on how to return my internet equipment, but it did not include any of the Direct TV equipment.  Will I get more information on how to return the Direct TV equipment?  Are they 2 different accounts with the same account #?  I'm confused, but want to return everything so I don't accrue return fees.  Thank you for any answers or guidance you can give me.  [email scrubbed] or (Edited to remove personal information)

(edited)

New Member

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2 Messages

2 months ago

Cancelled my combined account: ATT Internet and DirectTV (one account # (Edited to remove personal information)).  Received an email on how to return the Internet equipment (AttUVerse) but it had no information on how to return the Direct TV equipment.  Will I get a separate email with information on how to return the Direct TV equipment?  I do not want to accrue any return fees.  Are they really 2 different accounts with the same account #? Please advise.  thank you.

(edited)

New Member

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1 Message

2 months ago

I don't think it's right that I have to pay for 3 weeks of service when I canceled my account. You don't pro rate that but if I added stations you would surely charge me more for that. One of the reasons i am canceling is because of the way you do things, this is a prime example and I will surely tell my friends to think twice before getting your service.

New Member

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2 Messages

2 months ago

They refused to give me the code to return the internet box and cell phone boxes can someone please email me the code so I can go to The UPS Store and seeing you guys your equipment

New Member

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2 Messages

2 months ago

Return cell phone and internet box

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