Att customer service sucks

First off...make sure you are not under any kind of contract.

Call CS (800-288-2020) and say "Cancel" but be warned, they will try their best to dissuade you from cancelling your service.

After cancelling, you will need to return all equipment (RG/DVR/STBs).  You should receive an email explaining how to go about returning your equipment. 

FYI:  You have 21 days to get it to a UPS store or you will be charged for it.

@Kelly5601, you have made a post an a public forum provided for AT&T users to communicate with other AT&T users.While AT&T employees do look at forum posts from time to time, you should have no expectation that any particular action will come from such a post (e.g. calling you).

You should instead click this Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your request. You can expect a reply via return PM (the blue envelope in the upper right hand corner of this site, next to your avatar and name) in a business day or three. You can speed things up by including your name, Billing Account Number and the best way and time to reach you.

@Kelly5601

Also make sure when you call retention and cancel get a ticket number for the cancellation, 

make sure they send you return kits for all equipment. Get the first name and oper ID number of the retention rep...Wait a couple of days and call back retentions, make sure the first rep properly processed your cancellation order...

When you take the equipment boxes to UPS make sure you get a printed receipt with an indication of all pieces. Also record all MAC and or serial numbers for each piece of equipment.  After you send the equipment back, give it about 7 business days, and then call customer service to make sure the equipment was processed as returned, if not wait a few more days and call again, if not still in their system tell the rep you want to open a ticket to search for it during the next several days. Make sure it gets back to them and is recorded in their system. Get the first name of the rep and their oper ID number if they indicate it has been returned. Cover your butt in all possible ways. 

Do not take the equipment to FedEX, because that would be the wrong place.  Take them to the UPS Store, with your 9-digit U-verse Account number.  You will be given a receipt.  Hold on to that receipt for at least several months.  Calling in as suggested by the previous poster will likely just cause frustration for you and the person you call.

@JefferMC

Why would it cause frustration when you call in to make sure that the equipment has been processed and received? After all AT&T should be able to know if they received their own equipment back, correct, and in turn that would be entered into your account information. 

Right? 

I have done that with DirecTV and they had no problem confirming the return of the equipment after about 14 days. 

My error regarding the correct return point. 

I've returned one RG, a DVR, and 2 STBs and never called to make sure they got to where ever they go. 

I DID keep the receipt each time for at least 6 months.

Customer Service is a joke, they outsource their so called customer service to India or where ever and those people, number one you cannot understand them number 2 they have no idea how to help customers and number 3 you ask to talk to someone in AMERICA and they say they cannot transfer you, no, they don't want to transfer you because they might look bad, well guess what, you do look bad. I get no where, oh and the so called chat ATT have, another joke, I have never had anyone answer my questions, usually about an incorrect bill, they will pause and come back on and say that is your balance, really, FRUSTRATED CUSTOMER, but they don't care

I got a goodone for you, I had 12mbps for a year and 1 month with no trouble at, then last friday night I started haveing trouble and a tech was sent out and without asking me I was droped down to 6mbps and was told that 12mbps is not avible at my house even is I had have it for a year and 1 month, Now if I couldn't get 12mbps at my house why was I paying for it for a year and 1 month,So that means that I was being over charged for a year and 1 month, I know att is not goin to pay me back, and if they do I don't want it to go on my bill I want a check.

Your printed receipt from UPS has a tracking number. You just go to the UPS site and track the return. It will show all activity from when you dropped the equipment at the UPS store. Simple isn't it? No getting frustrated trying to call and track the return. Just make sure that you keep the UPS receipt for future reference and print the activity on the UPS site.

I agree with ur whole post that's what they did to me

My promotion was right the first bill. Before the install I verified it like 10 times to be sure I was getting what was promised to me. Even got $100 gift card. Late July my promotion was off my bill already. End of August a social manager (woman) fixed it so I thought. It got changed approximately 9 days later. Now today I get a phone call from a Social manager (man) who told me "SORRY all the ATT people told you wrong,even the other manager, you dont qualify.: This is a two year rate for phone and internet. I didn't need tv... I already had Dish.. And directv told me if I wanted a cheaper rate to leave and go somewhere else. This is wrong!! ATT should honor their promotions.   

I was on hold for well over an hour just trying to activate a new cell phone number because the website for activation is not working and finally gave up and hung up.  I agree AT&T (Edited per community guidelines) and does not even tell you how long you may wait to be answered or provide an option to have them call you back.  HELLO they are a telecommunications company and this would be a simple thing for them to offer.