Returning Equipment

Hi @EquipmentScam!

Thank you for reaching out to us here, we hate to hear you leave. We'd love to provide you with the needed information on returning your DIRECTV Equipment!

To get started, we suggest that you view this great article to get tip on Things to know about How to return DIRECTV Equipment.

We suggest that you keep your receipt with the tracking number and make sure the return process is initiated early at least within 10 days.


Let us know if you need anything else!


Yetty, AT&T Community Specialist

I cancelled my Direct TV account at the beginning of June via by phone call. The representative on the phone gave me the instruction to put my equipment in the box from Direct TV with a return label provided and drop off at the nearest UPS. I returned the equipment on June 13th and at the beginning of the month of July, I've receiving phone calls from Direct TV claiming no equipment has been returned and I will be charged.

Not understanding how Direct TV's process on receiving return equipment from customers. With the return label provided from Direct TV, wouldn't Direct TV already has the tracking# since they were the one created the return label? Couldn't they check the tracking# rather going after their customer for payment.

If they want customer to have a smooth return process, then give better instruction. Don't just say it's a simple process by putting your equipment in the provided box with returned label ready and drop off at your local UPS. Perhaps suggested customer to take a picture of the tracking# on the provided return label and keep for reference. Perhaps send out a action request email to confirm the action is completed by providing receipt#. Don't come after the customer when the customer followed the exact instruction given, then when issue arise, Direct TV asked for addition information such as receipt# or tracking# when not mentioned while given out instruction.

I called to cancel my direct TV & was told I DID NOT NEED TO RETURN MY EQUIPMENT IT WAS SO OUTDATED THEY HAD NO USE FOR IT. My closing statement from Direct TV said I had 21 days to return my equipment or I would be charged followed by "if you have not received your return instructions within 5 days of the cancellation date either by email or USPS call this number. I called and was told by customer service rep #1 once again that I did not need to return my equipment. I told her that I would need that in writing since that was opposite of what my statement said. Was transferred to custoner service #2. YES YOU HAVE TO RETURN YOUR EQUIPMENT OR YOU WILL BE CHARGED. I told him that getting opposite answers from two people working for the same company was very bad and confusing to customers and that I had never experienced such terrible customer service. Then went back to the original reason I called. I have not received the delivery instructions? Oh no problem he replied just take them to your nearest UPS store all you need is your account number & they will take care of it.

So why not tell customers that information either on the phone or on the closing statement instead of making them call, spend 50 minutes on the phone and get NO & YES answers? This feels like a scam to me for sure and by hearing from other customer complaints it happens over & over. Plus why can I not get an answer regarding why I was told NO & YES?

Yes, going to contact one of our local investigative shows here. Good Luck with your situation.