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pissed_off_Memaw's profile

New Member

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1 Message

Monday, July 4th, 2022 5:23 PM

Return Label for Equipment?

I am going to attempt to write this question without expletives because dealing with these cable companies causes me to use nothing but lately. My mother recently had a stroke, I located some U-Verse Equipment and would like to return it in a polite way. I would love to just have to print a (Edited per community guidelines) label, so I can ship this stuff! Yet, AT&T is no different than freaking Charter when I had to return modems and routers after Hurricane Ida when I opted to change to an internet provider, who actually had service everyday, Vexus; and the best part being if you decide you no longer want to use Vexus they actually send a technician to pick up the equipment from your house, 👏🏻 like all cable and internet providers should! But Noooooo… NOT AT&T, even though their cell service and internet (Edited per community guidelines)! I not NOT directing this anger towards customers or normal people just to employees. I CANNOT just bring it to UPS, FED EX, Etc., I do NOT have an account number; however, I’m pretty sure you can find the account number by using the s/n on back. 

Accepted Solution

Official Solution

ACE - Expert

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32.3K Messages

2 years ago

Account owner or listed authorized user calls AT&T to close the account. If you are neither, you will need Power of Attorney that will most likely have to be taken into a AT&T Corporate/Owned store.

Account number is on bills or log into the account online. If you still cannot get, yes, they should be able to look up the account with additional information (owner name, address, possibly serial number on Gateway, etc.).

Returnable equipment is taken to a participating FedEx or The UPS Store for the free return. You do this after setting up the account to be closed so you would have the account number at this point. Keep receipt showing they took possession.

The account closes at the end of the current bill cycle, not the day you call. This is per their Terms of Service that they do not prorate the final month upon cancellation.

Not all providers send a tech to pick up equipment. AT&T isn't the only one. Some providers send you a prepaid return kit if you are too far away from a participating shipper. But it is not cost effective to send their techs who should instead be on installs or repairs, not employed for the purpose of package delivery.

We cannot find your mother's account number as this is a public forum of other customers. For official support you call AT&T during the week when they are open (probably Tuesday because of holiday).

New Member

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1 Message

2 years ago

So I have been waiting for the return box to send my internet box back. 4 TIMES I called to get it ( I live in a small town without a ups store) and each time they say it is sent. I then got charged for it, called, they took it off, and now turned my directv off for nonpayment of the amount that they put back on!!!

AT&T/Directv has been the biggest nightmare of my life. So now I need to cancel everything completely and if they want anything back, it will be up to them to send the return box. I am finally washing my hands of any ATT or directv 

Community Support

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232.2K Messages

2 years ago

We're here to get you the help you need with your DTV, @Bookstoreboy!

 

For the best assistance possible, we recommend that you contact our support team at 800.288.2020. This is the best team to assist with your DirecTV concerns. They can also address your equipment return concerns as well. Thank you for your understanding.

 

Don't hesitate to reach back out if you ever need our assistance again. Thank you for choosing the AT&T Community Forums!

 

CalebP, AT&T Community Specialist 

ACE - Expert

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32.3K Messages

2 years ago

@Bookstoreboy 

The DirecTV portion would be a different matter. If you are over 10 miles away from a participating shipper, the can use the old method of shipping you a return kit by FedEx for return by USPS (not UPS). Whether taken to store or prepaid return kit, AT&T and DirecTV equipment are not returned together.

DirecTV is becomming their own brand again as AT&T spun them off (somewhat) into a separate entity. Hopefully the new company involved will be better at handling DirecTV. And they are separated into their own forum: https://forums.directv.com/

(edited)

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