09-19-2017 4:08 PM
Solved by: Go to Solution.
- edited 09-19-2017 4:32 PM
DTV sends the box via FedEx so do they have the correct address for home delivery? You then use the United States Postal System(USPS) not UPS to return it. If DTV has shipped a box they should be able to give you the tracking number. You can try chat. It is also possible that they don't want it returned as it is to old so they may send a envelope for the access card, if this turns out to be the problem then you can take it to an Ewaste center or go to this website for a shipping label http://www.goodwilldenver.org/dtvcustomer/?referrer=http://news.directv.com/2013/03/15/want-to-get-r...
09-19-2017 5:42 PM
09-20-2017 9:46 AM
Reps being unable to provide a tracking number was false. Perhaps they don't know how to look it up on the order, in which case that is a training opportunity for sure. Try the private message option. A return kit and tracking info would not be available only if you had no returnable models. Since it sounds like you have received a bill with non return fees (NRF) than they absolutely can check the tracking. When verifying address, make sure the physical service address where you are is correct as they don't ship to billing address (in case different like P.O. Box, have a summer home/cabin, or billing address is correct but a typo on physical address).
09-21-2017 10:51 PM
It can take a few days for them to respond.
09-30-2017 1:01 PM
Directv has been swamped since the acquisition with AT&T. From the last times I have called it seemed to be getting better, but with the recent situation with the NFL protest situation, Directv has gotten swamped again. So they are responding to other private messages before yours as 1st come 1st served. Unfortunately we cannot speed them up.
12-27-2017 11:43 AM
Me to. Where we moved they set up the equipment and we did not have signal. Now they are billing me for service we couldn't get. Three times I was told they would send boxes so I can return equipment. Still don't have them
01-31-2018 2:36 PM
What equipment is considered "returnable"? I have an H24-200 from a service upgrade about 5 years ago. I was told that an Equipment Recovery Kit would be sent when I discontinued service, but the only thing I've received is an Access Card return envelope. Is this what I should expect?
I'm concerned because it's been 2 weeks since I cancelled, leaving me only 1 week before they start billing me for unreturned hardware--assuming, of course, they still want this receiver.
01-31-2018 6:41 PM
02-01-2018 12:43 PM
Help - I'm in a similar situation. I disconnected on the 17th of January. DirecTV acknowledged the disconnect on Jan. 18th. I also got an email acknowledging that they owe me over $60!
Yesterday, I got a "card" to send back the access card. I can no longer access my account but I have:
2 little boxes - Model C31-700
1 "medium sized box" - DirecTV Cinema Connection Kit
1 Model HR34-700.
And I've got a ton of cords!
I want to get rid of ALL equipment. But you can't get anyone to tell you anything that "makes sense."
IF all they really really want back is an access card - then I want to have instructions on how to get to it, etc. I also want a confirmation that everything else is to be thrown away!
I would simply love a local address where I can delivery all of this equipment and get a receipt and be done! Is that too much to ask?????
02-01-2018 1:15 PM
I would call them to verify that recovery kits have not been sent. The instructions I received with the Access Card envelope were specific--DO NOT remove the card(s) from the receiver(s) and return them separately if you have been instructed to return the receivers. In my case, they specifically verified that my equipment was obsolete and no longer wanted, but they DO want the Access Card back. Your equipment appears to be newer, so your experience may vary.
The managers at the FedEx Office stores tell me that their return procedures only cover equipment like DSL modems from other AT&T divisions--they have no way of handling DirecTV equipment in their system. That may come later.
Visit these related resourcesView DIRECTV Account Help!
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