How to Exchange an AT&T / DIRECTV Mini Box (Step by Step Guide)

How to Exchange an AT&T / DIRECTV Mini Box (Step by Step Guide)

Quick checklist (before starting)

• Your 9-digit DIRECTV account number (from your bill).
• The mini box (receiver) that needs replacement.
• The power cable of the box.
• A phone to receive verification codes.
• Take a photo of the box/serial number (for safety).

Step 1: Contact AT&T / DIRECT

1. Call DIRECTV/AT&T customer support.
2. Tell them you need to exchange or replace a mini box.
3. The agent will give you two options:
   • They send you a new box and you return the old one.
   • Or you return the old box directly at a drop-off location.

Step 2: If a replacement box is mailed to you

1. When the new box arrives, unpack it.
2. Remove the cables from your old box and plug them into the new one (one by one so you don’t mix them).
3. Turn on the new box and follow the on-screen setup steps.
4. The packet will also explain how to return your old box.

Step 3: How to return the old mini box

• Fastest way: Go to a FedEx Office or UPS Store.
  • Bring the old mini box and the power cable.
  • Give them your 9-digit DIRECTV account number.
  • They will pack and ship it back for free.
  • Keep the receipt they give you.
• If you get a return kit in the mail:
  • Pack the old box using the kit and prepaid label.
  • Drop it at the carrier listed on the label.

Step 4: Important return rules

• Return the old box within 21 days after replacement or service change.
• If you don’t return it, a non-return fee will be charged.
• For example, the fee for a Genie Mini box can be about $45.
• Always confirm the exact fee with customer support.

Step 5: After returning the box

1. Keep your drop-off receipt until the account shows the return.
2. Check your account online or call support after a few days.
3. If the system still shows “equipment not returned,” give them the receipt details.

Quick tips for clients

• Always take a photo of the box and serial number before drop-off.
• Restart the new box if it does not activate on the first try.
• Ask support for a return kit if no FedEx or UPS store is near you.