Military Appreciation: Exclusive savings for military, veterans, and their families!
W

New Member

 • 

2 Messages

Thu, Jan 20, 2022 4:57 PM

Returning UVerse Receivers

Just spent 1.5 hours on chat with support people trying to get an email that lists the equipment I need to return because I've canceled Uverse TV service (I've always gotten this email when I've needed to return equipment for AT&T). I never got a real answer and then got a random email that said I can recycle all my equipment.... I'm wondering if this is true, or if the email was just sent in the service rep's attempt to not have the chat escalated? 

Is it really okay to just take my Wireless Access Point, Arris VP2262v1 and Cisco ISB7005 to a recycling center? If so, please update equipment return information on the website to indicate that UVerse is being phased out and you don't want that equipment back. It's very confusing and there are no clear answers from customer service or on the website. If I am supposed to return the equipment to UPS or FedEx like in years past, please educate your customer service reps on how to send this email. Good grief. 

Accepted Solution

Official Solution

JefferMC

ACE - Expert

 • 

28.5K Messages

4分前

They've never been good about telling you what equipment should be returned and what should not.  NEVER.   

I can tell you that the  Wireless Access Point does not scan at a return center, and can be recycled.

However, the Arris VP2262v1 and Cisco ISB7005 were still returnable last I checked, though your's is not the first post recently where someone was told their U-verse equipment should just be recycled.

I'll try to get some clarity.

New Member

 • 

2 Messages

4分前

Thanks! I try not to lose my cool on those chats, because I know they are trying - but boy is it frustrating.

Any guidance is very appreciated!  

ACE - Professor

 • 

6.1K Messages

4分前

I have no official information, but I'd think they'd want the DVR, receivers and gateway back. What if another customer has one that fails? They can reprovision what was yours.

Here's what I'd do: Tell them that if they want their stuff back, they can send you mailing labels. I can totally understand not wanting to pay to send stuff back that they don't want.

Keep the stuff for a few months. If you don't get the mailing label or a bill, you're probably good.

(edited)

ATTHelp

Community Support

 • 

189.8K Messages

4分前

We're here to help with your equipment return, @warfleighmom!

 

From what we see, both the VP2262v1 and the ISB7005 are listed as recoverable items, per our internal resources, so those we suggest taking a local FedEx or UPS store with your account number to return. When returning those it does state to return all equipment if at least one piece of equipment is recoverable.

 

Just as our helpful ACE @JefferMC mentioned, if you are required to recycle the wireless access point you can find a recycling center near you under the section titled Dispose of equipment you don't want or can't return, near the bottom of the webpage with the table graphic.

.

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

 

CalebP, AT&T Community Specialist 

gr8sho

ACE - Professor

 • 

3.6K Messages

4分前

To be clear, the procedure has never been ambiguous.  It’s always been to take the equipment to UPS, provide the BAN or other identifying information, and they know what equipment they’re to return.  

I believe typically they’ve never asked for the WAP.  UPS had a secondary box for discarded items they would dispose of.   

JefferMC

ACE - Expert

 • 

28.5K Messages

4分前

To be clear, the procedure has never been ambiguous.  It’s always been to take the equipment to UPS, provide the BAN or other identifying information, and they know what equipment they’re to return.  

The location knows what equipment scans in properly.  But providing advance information to the user so they have the correct expectations at the The UPS Store or FedEx Office wouldn't be a bad thing.  And AT&T has not been good at being specific.  Often when specific they are wrong.  So then they just generalize and may still be wrong.

Need help?
New to the AT&T Community? Start by visiting the Community How-To.
New to the AT&T Community?
Visit the Community How-To.