Announcements

For the latest on our response to Coronavirus (COVID-19), click here.

Contributor

 • 

1 Message

Fri, Aug 18, 2017 4:55 PM

Returning Direct TV equipment

How do I receive the box and shipping label to return the Direct TV Equipment?

 

Thank you,

Mike

Responses

Accepted Solution

Official Solution

Juniper

ACE - Expert

 • 

18.8K Messages

3 years ago

Deactivate receiver and return kit with prepaid label is sent to the physcial service address by FedEx. This includes a return label to go back by United States Postal Service (USPS), not United Parcel Service (UPS). Return kit is sent within a few days from day box was deactivated (or from last day of service if closing the entire account).

 

If any boxes are no longer returnable, than Directv just recovers access card at most. Just include the additional access cards with the boxes you return, or if no boxes go back then Directv just sends an envelope for the cards.

 

After return, any boxes they didn't want back just take to a local electronic recycling center. Or go to www.directv.com/recycle for further options.

-------------------------------------------------------------------------------
(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.

Accepted Solution

Official Solution

Juniper

ACE - Expert

 • 

18.8K Messages

2 years ago

Though now owned by AT&T is not AT&T services, but Directv services.

 

Directv sends you return box by FedEx

Box has included prepaid label for return back by USPS (not UPS).

If you have some models not returnable you include the access cards in the box with the returnable models.

If you have no models returnable, Directv may send you a return envelope for the access cards only.

Any non returnable boxes are recycled, making sure to remove their access cards first. You can go to www.directv.com/recycle for a alternative shipping option.

 

From other users experiences it sounds like AT&T is changing return methods in select areas to more match how AT&T services return their products. Contact Directv 1-800-531-5000 and verify the exact method for you, that the physical service address is correct on both the account and return order, and if a return box has been shipped including what the tracking number is so you can follow up with the shipper.

-------------------------------------------------------------------------------
(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.

Accepted Solution

Official Solution

Juniper

ACE - Expert

 • 

18.8K Messages

2 years ago

@Jjuliasullivan

 

Directv no longer sends you the return kit, a change around turn of the year by the new owner AT&T.

 

The new process is they have you take your receiver/client boxes to a participating FedEx or The UPS Store (not USPS), and they arrange the free return (have your account number ready so the return gets tracked properly). It is highly recommended to verify with the location before you go to one that they do participate in the new process so you don't make a wasted trip. Depends on the models of the boxes if they are returnable of course.

-------------------------------------------------------------------------------
(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.
nmct31

Scholar

 • 

122 Messages

3 years ago

.have you received a replacement for that receiver? what's the model number of your receiver? is your account still active or disconnected?

 

-if it's a replacement, you can check the box that comes w/ the replacement receiver, there is a red slip for a return label and just put the receiver in the box.

 

.if you have requested for a receiver to be deactivated from an active account, usually Directv ship out a recovery kit that you'll receive w/in 7-10 business days after the receiver has been deactivated.

.if no return shipping label received, you can call directv and request for a recovery kit or go to www.directv.com/recycle and print out a shipping label.

(if your receiver's model is D**, no need to return receiver and just drop it to any recycling center)

 

.if your account is already deactivated, a return shipping label is sent 3days after the account is disconnected and you will receive label w/in 7-10 business days.

 

New Member

 • 

4 Messages

Shipping boxes may be sent, but if they go missing OR get stolen then you can not get a shipping address to return the equipment. In addition there is limited instruction given about the changeover policy with technicians from other services. That means fees are likely to accrue if individuals don't have an understanding of the return information OR policies. With Dish Network on the phone and in the shipping package is a note with large lettering stating "Return must be made within 10 days..." BUT that information was missing from the DirectTV system changes. AND there was no details about the return until my husband got billed for not having the equipment returned. The boxes may OR may not have arrived, I'm the only one who thought I saw them. In addition every single phone call and email message has no shipping return address included, the BBB is going to receive report about that, it's illegal stealing money without a way to return when it's a requirement and at times impossible to do.

Contributor

 • 

1 Message

2 years ago

Can I receive a physical address so I can pay to return this equipment before I leave. I have not received a return box from Directtv as of yet. Thx

shannon02

ACE - Expert

 • 

19.3K Messages

2 years ago

No, the return shipping label has your account info on it so DTV knows it has been returned, you need to call/chat with DTV to get another one and to make sure they are sending it to the right address.

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

 • 

4 Messages

BUT they do not do that, hours on the phone with them and they keep sloughing off providing a return label again, even though one could be emailed very easily containing the codes and everything with Word, PDF, or even image shots of the labels with the information added for printing and placing on boxes for returns that weren't provided by Direct TV.

Juniper

ACE - Expert

 • 

18.8K Messages

@Rhapsodie

Return options have changed since this thread started about 3 years ago.

The new process is you take the receiver/client boxes to a FedEx or UPS Store that participates in the free return program. Make sure you get receipt showing they took possession of the boxes.

If you are over 10 miles away from a participating shipper, then DirecTV should use the old process. This is where they ship you a prepaid return kit (not label only) to your physical service address by FedEx, which you return through USPS.

However it depends on the model of boxes if they are returnable in the first place. If not returnable, then you recycle the boxes without their access cards. The cards you would either get a prepaid envelope within 30 days from the account disconnecting, or you dispose of securely like a credit card.

If you don't have a convenient recycle point, you can use www.directv.com/recycle for a an option to ship for recycling. Just make sure you are putting in the web address correctly (in the address bar, not search engine).

-------------------------------------------------------------------------------
(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.

Contributor

 • 

1 Message

2 years ago

This link does not work: directv.com/recycle

shannon02

ACE - Expert

 • 

19.3K Messages

2 years ago

Are you using a web browser as that link works for me and it takes you to the Denver Goodwill page that has a link to get a out of state shipping label?

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

 • 

18.8K Messages

2 years ago

The link www.directv.com/recycle if in a normal web browser should take you to http://www.goodwilldenver.org/dtvcustomer/

 

Verify if the box is returnable to Directv first or not. If returnable, the access card goes with it. If not, the access card does not go with box for recycling but gets disposed of like a credit card, or shipped back to Directv if they provide just a prepaid envelope.

-------------------------------------------------------------------------------
(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.

Contributor

 • 

1 Message

2 years ago

I am returning a non-working Genie Mini. Why does it come with 2 return shipping labels (USPS Parcel Select and FedEx Overnight)? It says to choose one, but am I going to incur the charges if I ship overnight via FedEx?

shannon02

ACE - Expert

 • 

19.3K Messages

2 years ago

Could be something new as this is the first I've heard of a FedEx return label let alone an overnight, I would go with the post office.

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

 • 

18.8K Messages

2 years ago

Historically there has not been overnight shipping. It is simply FedEx to you and then USPS back to them. On some purchases I have had FedEx or UPS transfer to USPS for final delivery, so I wonder if it might something similar in reverse order for their return.

 

Stick with USPS as that is the normal process.

-------------------------------------------------------------------------------
(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.

Tutor

 • 

4 Messages

2 years ago

I call bull!! We have been trying to get a kit for 6 weeks. Absolute worse Customer Service. We have filed s complaint with the FCC. We were told 4 different things tonight including "we no longer send recovery kits." Unbelievable. 

Tutor

 • 

4 Messages

2 years ago

We have been trying to get a kit for 6 weeks. Absolute worse Customer Service. We have filed s complaint with the FCC. We were told 4 different things tonight including "we no longer send recovery kits." Unbelievable. The 4TH CSR we spoke to tonight said 3-5 days...AGAIN. If we get charged for equipment we have tried to return since 11/10, we are going to move to the ATTORNEY GENERAL. Done!!

Tutor

 • 

2 Messages

2 years ago

On 05-Dec I called to cancel our service after seven years, with an end date of 16-Dec.  I was told an email would go out that night so I would know where to ship the boxes and cards back to, since I will not be at the physical address for some months after the 16th.  After a couple of days with no email I called back and was told no email would be going out, but they would send me an expedited mailing that night that would arrive in 1-2 business days.  As you might expect, no mailing arrived after four business days.  I called DirecTV back and was told nothing/nada would be sent until after the service ends on 16-Dec.  So why all the lying?  Meantime I have been getting five calls that I blocked each and every day by their retention "specialists" in San Antonio (I finally called them back and told them to cease and desist, and they appear to have stopped, for now).  I will take the boxes with me on the upcoming trip, but if they send something out via anything other than an email I have no way to secure the info to know where to return their hardware to.  At that point they can wait until March when I actually can see their mailing and know where to send their hardware to.  And if they try to bill me for their ineptitude, good luck with that.  I tried everything I could to get their equipment back to them and they did nothing to help.

 

Why all the mystery?  All I want is an address to send their hardware back to, and they cannot tell me that.  I tried to look up their Corporate #s to call someone and they make it so that no one can call them in CA (probably worried about too many negative calls).  I have been a satisfied customer at the premium DirecTV level for seven years, and just want to cancel until the work situation settles down and I can be here to actually want their programming.  But this situation has caused me to look seriously at ever having anything to do with DirecTV when I need to start programming back up again.

AT&T TV – All Your Entertainment In One Spot.  Learn more…