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

Juniper

ACE - Expert

 • 

18.6K Messages

2 years ago

Here is the proper return process:

 

Call Directv 1-800-531-5000.

Deactivate boxes (or close account)

Return box is automatically shipped to your physical service address by FedEx (in the case of closing account goes out after last day of service, not before).

Return box will have prepaid label to go back to Directv by USPS.

 

It depends on the exact model of your equipment if returnable or not. In the case your equipment is non-returnable, they you recycle instead. Just remove the access card before doing so. If you were to post the model number, we as other customers might be able to determine returnable status as some are very obvious for experienced customers. Or you call Directv to check the model's return status. If returnable, the Directv agent can provide you the FedEx tracking number.

 

Directv does not provide you information to ship back equipment at your own cost. They cover the shipping per their setup with FedEx, and the shipping label is tied to your account for tracking of the equipment so your account can properly verify the return. This is also to avoid some unpleasant people from sending additional equipment not accepted, or other unpleasant deliveries. The return box does not go out until after the last day of service as it has to be received back to Directv within 21 days or a non return fee (NRF) gets charged. If they were to send the box out the day you called, but were still using service for a couple weeks, then your box would most likely get returned late.

 

If on the other hand this is a temporary situation, not a full cancel, then you have another option. You can suspend your account for up to 6 months within a 12 month period. You just have to have the account paid to $0 or have auto bill pay. With suspending you don't have to return equipment as it is not a full cancel. At the end of the suspension service comes back on and resumes charging you for active service.

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

 • 

3 Messages

2 years ago

I cancelled my Direct T V service. They said they mailed the return box for the equipment but I didn't recieve it. What do I do?

Tutor

 • 

4 Messages

2 years ago

After several calls to DirecTV with no results, we finally filed a complaint with the FCC. That did the trick. We finally receive our return kit, and sent the equipment back.
thomascgty

Associated Member

 • 

126 Messages

2 years ago

@JNAAS1952 What are the model numbers of your receivers? Some receivers need not to be returned depending on the model numbers. You can call 800-531-5000 to check if your equipment number is needed to be returned. 

 

When did you cancelled the account?

 

If needed, you should have received a letter on the postal mail or an email on the instructions. Boxes and prepaid labels were replaced with the new equipment return process of dropping off the equipment to the nearest participating UPS or FedEx store within the 10 mile radius from your DTV service address. The participating UPS or FedEx store should give you a receipt of the equipment return after they scanned the items that needed to be returned to DTV. 

*I am a trusted partner that is associated with AT&T, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
thomascgty

Associated Member

 • 

126 Messages

2 years ago

@mghvdr (I'll just copy and paste)

 

What are the model numbers of your receivers? Some receivers need not to be returned depending on the model numbers. You can call 800-531-5000 to check if your equipment number is needed to be returned. 

 

When did you cancelled the account?

 

If needed, you should have received a letter on the postal mail or an email on the instructions. Boxes and prepaid labels were replaced with the new equipment return process of dropping off the equipment to the nearest participating UPS or FedEx store within the 10 mile radius from your DTV service address. The participating UPS or FedEx store should give you a receipt of the equipment return after they scanned the items that needed to be returned to DTV. 

*I am a trusted partner that is associated with AT&T, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

 • 

3 Messages

2 years ago

Reciever ID 0354-2661-0545 Serial no: C06BEICC604558 Model :H24-200 MFR:
2/16/11

Contributor

 • 

3 Messages

2 years ago

Does my equipment need to be returned?
Juniper

ACE - Expert

 • 

18.6K Messages

2 years ago

Ok your receiver is model H24, that is the last HD non DVR receiver that is not SWM only so can use the old cabling system (which many people who have not upgraded to a Genie have). Most likely it is still returnable. However it appears that Directv is changing to all new services offered will have DVR models, preferably Genie (or new Genie-2, not recommended). So I would contact Directv to be 100% sure in case the H24 became non returnable before your account was canceled.

 

In summary for HD non DVR: H23 and older non returnable, H24 has been returnable but small chance that recently changed, and H25 is returnable as it is SWM only. Call Directv 1-800-531-5000 to verify.

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

 • 

6 Messages

2 years ago

i took my receivers to my local FedEx shipping location and told them that DirecTV said that all i needed to do was give them the receivers and my DirecTV acount number and Fedex would do the rest. The woman at FedEx had no idea what i was talking about.

I will now drive 35 miles to a UPS Store and try again. It was much easier when they sent the return box and label.

litzdog911

ACE - Sage

 • 

53K Messages

2 years ago

@dll318, you really shouldn't do any of those things without explicit instructions from DirecTV.  UPS won't know what do either without appropriate instructions from DirecTV.  And you run the risk of the equipment being lost.  

____________________________________
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.

Tutor

 • 

4 Messages

2 years ago

Such a hassle. We will never recommend DirecTv to anyone. 

Tutor

 • 

6 Messages

2 years ago

I did what DirecTV customer service told me to do.
These instruction are also on the AT&T website.
Here are the instruction from the site:

Return equipment for other AT&T services
After receiving your request to disconnect service, we’ll send you return
instructions via email or mail. Return the equipment by one of the methods
below at no cost to you.

*If notified to return equipment to FedEx or UPS*

1. Head to the closest FedEx® Office
or The UPS Store ®.
2. Bring the AT&T equipment listed in the email/letter and your 9-digit
account number. FedEx/UPS will take care of the rest.


Tutor

 • 

6 Messages

2 years ago

I did contact DirecTV. They no longer send a shipping box. They do want my
equipment returned. DirecTV customer service told me to just take it to
FedEx or a UPS store, give them my account number and the shipper will do
the rest. FedEx did not know what I was talking about. I will try a UPS
store.

Tutor

 • 

2 Messages

2 years ago

Definitely use a UPS store. I just returned all our equipment yesterday and it was simple. They take your account# and scan the tag on the bottom of each box. Nothing more to it than that. They print off a receipt showing what boxes and which serial #s were returned. Definitely take the remotes, etc as well. While your receipt won't call them out separately, DirecTV still needs them back.

Tutor

 • 

6 Messages

2 years ago

Thanks for your reply. Glad to hear that the UPS store knew what to do.
AT&T TV – All Your Entertainment In One Spot.  Learn more…