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New Member

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1 Message

Fri, Mar 20, 2020 6:56 PM

How can I return a device during the Coronavirus (COVID-19) pandemic?

Modem to return

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Accepted Solution

Official Solution

Moderator

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651 Messages

2 months ago

All,

To assist our customers during this time, we’re temporarily extending the timeframe to return your DIRECTV, U-verse TV, or AT&T Internet equipment from 21 days to 60 days. Get more information here about how to locate a drop-off location and return your equipment.

For more information on what we're doing to help our customers, during this time, please refer to https://about.att.com/pages/COVID-19.html#consumers.

Thanks,

The AT&T Community team

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New Member

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2 Messages

I need a box and shipping label

New Member

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1 Message

@ATTCommunityTeam How do I get a shipping label? I tried calling was told wait was 3 minutes..after 25 I hung up. Tried text chatting and am told by the virtual assistant that no live representatives are available "check back another time"...checked back multiple times/days same answer. I'm in a lock down area, stores aren't open, even if they were I'm not venturing out because ATT won't email me a shipping label. This is ridiculous.

Constructive

Employee

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10.7K Messages

@currda1 you need to drop it off with a participating fedex or ups store, make sure you have your account number and get a tracking number ,they will pack and ship it at no charge to you below are links to find a participating center, if you are more than 10 miles from a participating center then call and inform them your more than ten miles from a participating location and they will send boxes and labels.

fedex.com/attreturns or theupsstore.com/locations.

they have extednded the return time to 60 days, if were still in a stay at home i would assume they will extend it further

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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.

New Member

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6 Messages

Hey, guess what, I just checked fed ex's and UPS' web site and it's like I told you people at AT&T, all their stores are over 30 MILES from where I live (Jackson, Mi), but you still refuse to send me at the very least a shipping label. What's really infuriating, is the fact that you have the gall to take money from my bank account ($159) for equipment fees, which your not entitled to! I have called 10 times in the past TWO MONTHS about this and time it's the same lie, " Sorry sir, we'll send that out to you, it'll take 3-5 business days." Pardon my saying so, but BULL(Edited per community guidelines), I'VE GIVEN YOU SEVEN BUSINESS DAYS EACH TIME I CALLED AND STILL NO SHIPPING LABEL! It will only cost you the price of a stamp to mail one, so why won't you do it? Oh, and one other question, what would happen if I was to deactivate by bank account associated with this auto pay and you try to debit it for the equipment fee and can't get the money?

(edited)

Constructive

Employee

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10.7K Messages

3 months ago

pretty sure the quarantine still allows you to go out for shopping, gas and banking, UPS is still open you just take it down and drop it off they will box and ship it for free

"Shelter In Place" is vernacular used to tell people to barricade themselves indoors immediately. It is to be used with active shooters, missile strikes, etc.

Its NOT under a "shelter-in-place" order.

An order to "shelter at home" is an order to keep non-essential employees at home in order to limit transmission and stop the spread of #COVID19 and #FlattenTheCurve.

The reason for this, according to officials, is that our country does not presently have enough ventilators to handle even a modest surge of patients requiring a ventilator to survive. They are working as hard as they can to procure more ventilators.

So, what is a "shelter-at-home" order? It's an order to social distance, and limit your activity in public to only essential activities.

When the order goes into effect, your grocery stores will still be open. You will still be able to get your drugs at the pharmacy. You will still be able to take your dog (and the kids!) on a walk through your neighborhood.

You do not need to barricade yourselves indoors, or rush to get groceries or prescriptions. Essential services and necessities will still be available.

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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.
Constructive

Employee

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10.7K Messages

and to answer you initial question you would need to call them to see if they are willing to extend the return date

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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.

New Member

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5 Messages

I think it's bizarre that you would tell people who don't feel safe going out, to just go head and go out anyway...
Idk where you are, but we've been told to stay the (Edited per community guidelines) home..
Yall want some old (Edited per community guidelines) broke down equipment that bad, come get it... what a crappy response.

(edited)

Constructive

Employee

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10.7K Messages

whether you like the response or not its how its done also your responding to a 2 month old request before lockdowns were nationwide and only in high risk areas.

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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.

New Member

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4 Messages

2 months ago

I recently moved and was instructed to return some of my equipment to a local Fed Ex Office location by April 2nd. I have been in isolation and do not want to go to the Fed Ex Office location until Covid is more under control or testing is widely available. Will I have to break my quarantine to return this equipment in order to avoid a fine?

Note: This comment was created from a merged conversation originally titled Will Equipment Return fees still be charged if I do not return my equipment while I am in COVID quarantine?

ACE - Expert

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14.2K Messages

Unless you are in an officially designated "shelter-in-place" area you can venture to a FedEX/UPS store.

That being said, you will be charged for the equipment if it is not returned within the time frame. If you return it within 6 months, the charges will be removed.

**** I don't know what you want me to tell you. ****

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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14 Messages

Why does ATT not put in information on returns for phone, Direct TV equipment etc on the COVID 19 information????

ACE - Expert

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14.2K Messages

@bigkahuna400 That particular issue has not been addressed.

**** I don't know what you want me to tell you. ****

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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14 Messages

This is bad info as there is no info about equipment in the Yellow Banner!

New Member

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4 Messages

@skeeterintexas I gather from AT&T's yellow Covid banner that they are working hard on limiting the spread of this virus. Do I understand correctly, that I still have to go to the FedEx office location to return the equipment and expose myself to virus or else be charged the fee?

I am not sure if I am legally allowed to go there or if they are an essential business under Harris county's recent Stay-At-Home ordinance. Will these fees not be deferred until the Stay At Home order is lifted?

I appreciate your help.

Constructive

Employee

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10.7K Messages

@willsonjc they have extended the return window to 60 days

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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.

New Member

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2 Messages

2 months ago

Okay, here goes, in a nutshell: DVR died, contacted customer service and received a new DVR via UPS, also received new Gateway b/c the one I had was outdated. Replaced DVR, no problem. However I have coax and new router does not; therefore need a service call. BUT, due to covid19 I would like to delay service until things settle down. AND, if I don't return the old equipment within 3 weeks I will be charged. Is there an easy way to get my return date extended? Thx!
Note: This comment was created from a merged conversation originally titled Request service delay and equipment return penaly extension due to covid19
Constructive

Employee

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10.7K Messages

read the post in the orange box at the top of the page they have extended returns to 60 days

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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.

New Member

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2 Messages

2 months ago

I recently discontinued my DirecTV service and have equipment to be returned. I am concerned about having to take the equipment to FedEx to ship. Is there another option?

Note: This comment was created from a merged conversation originally titled Equipment Return During Covid-19
Constructive

Employee

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10.7K Messages

they have extended the timeline to 60 days

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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.
shannon02

ACE - Expert

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20K Messages

Nope, UPS/FedEx are the only way to return receivers even if you are more than 10 miles away and get a box you have to take it to 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

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20.3K Messages

For changes they make in view of Covid-19: https://about.att.com/pages/COVID-19.html

What models are the boxes? Just in case they might not be returnable.

If they are returnable, then you follow the normal process with any time extension they have given.

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

2 months ago

I took direct equipment to FedEx to be returned. Was told that my account was closed and they couldn't return to the return? What's the next step

New Member

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4 Messages

2 months ago

I placed an order for new iPad Pro 4th gen on March 21, 2020

I received my order on March 25,2020

March 27 i notice The Area where the new 2 cameras are installed w lidar into three square area design — there some sort of factory defect that came out of the box from att.

Black like Substance is leaking in that area internally. Sandwiched between the glass.

I called AT&T on March 27 2020 and they advised me to return the product via USPS for exchange. But I didn’t feel comfortable doing so.

I wanted to return it in the ATT STORE as this is a $1400 device And I simply do not trust USPS during this national emergency to transport the new iPad because they have hired many more NEW workers during this pandemic, and the possibility of package theft is HIGHLY likely Due to the rapid hiring. I am fully responsible if it doesn’t reach the AT&T return facility - insurance or not. High risk shipment

I want to return it to my nearest AT&T store for safety reasons but none of them are open they are all closed during this national emergency.

I again called AT&T today spoke with someone regarding my concerns on March 30 and I was advised A NEW policy has come into effect where ONCE the AT&T stores are back open THEN I have 14 days to return the item — immediately after the stores open.

she told me she was able to see this on internal AT&T news but I was unable to find any information pertaining to this publicly available online.

Is it true I have 14 days to return this defective iPad after the stores reopen?

Help me !! it came like this I didn’t do anything wrong. I trusted the iPad would come free of any defects or cosmetic issues.

Note: This comment was created from a merged conversation originally titled Flexible returns amid COVID-19 defective iPad Pro 4th gen?

New Member

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4 Messages

It came like this help

New Member

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1 Message

2 months ago

I received a letter dated March 10, 2020 stating my equipment return kit would arrive within 4-7 days. It has not been delivered. My service was terminated as of March 15, 2020. I’m 82 and diabetic so have been ordered to stay home. So I can’t get out to a UPS or Fedex store. I don’t want to be penalized for not returning your equipment. It’s been over two weeks so I am getting anxious.

New Member

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2 Messages

2 months ago

I recently took AT&T wireless internet installed. need to return previous instrument, due to COVID 19 and some issues, I cannot leave my house at this point of time and since there is a deadline given to return the instrument, can someone collect it from my home please>

Regards,

Namrata

New Member

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1 Message

2 months ago

How do I disconnect my old receivers?

New Member

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2 Messages

2 months ago

Hello. I have a question regarding the return policy. I am a college student that got stuck at home (VA) due to the Coronavirus and I just cancelled my att services a week ago in another state. I will not be able to physically drop off my equipment by the deadline because of the pandemic.

Note: This comment was created from a merged conversation originally titled COVID-19 Return Policy

New Member

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2 Messages

2 months ago

How do I handle returning my equipment if the stay in place order hasn't been lifted by the expiration time of my return due date?

Note: This comment was created from a merged conversation originally titled equipment return question - since COVID 19

New Member

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2 Messages

2 months ago

I’m trying to send in my trade-in device I didn’t get no shipping label no box no nothing to send it I was on the phone for 25 minutes I was on text message for 30 and got no answers??? I have a limited time to do this or are you guys extending the time or what’s going on I checked my delivery it said that it was on back order and now it said it was delivered but it was not delivered???

New Member

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2 Messages

2 months ago

I’ve been on hold for 25 minutes I was on text message for 30 no answer trying to send my trade in but no address no box no shipping label nothing they said it was included in my delivery and there was nothing there what am I supposed to do. I only have a limited time to send this and I don’t know what you guys are doing for us for compensation of The timeframe???

Constructive

Employee

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10.7K Messages

.

(edited)

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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.

New Member

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1 Message

2 months ago

Need a return label emailed to me @ [email scrubbed]

We are 75 miles away to a return center.

Thank you

Property address where service was at.(Edited to remove personal information) Payson AZ 85541

[EDITED per Community Guidelines]

(edited)

Constructive

Employee

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10.7K Messages

@DarinDeb this is a customer forum and not the way to request a return kit, you need to call at&t

-------------------INCLUDED IN EACH POST FOR CLARIFICATION______
While AT&T employees do look at forum posts from time to time, we are here to represent the forum with our experiences as customers and do not represent AT&T in any official capacity with our responses and do so on our own time unpaid and off the clock. As employees we are not rewarded nor compensated to participate in these forums This forum is comprised of regular customers to communicate with other customers to offer advice and share experiences same as any other user Although there is a small team of customer care specialists that monitor the forums the sheer volume of posts are simply too many posts for these agents to respond to each one of them.
*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.