Equipment Return Confirmation

Normally you would be notified thru text or email once equip has been processed and tagged to your account. If you have not received any notification you can call back to confirm if equip has been received and processed. 

I've returned a number of pieces of equipment over the years (dvr, wireless receivers, and gateway) and have never gotten any confirmation emails.  What I always need to do is call ATT and explicitly ask if they recorded the return after I check the UPS tracking (number) that the item was physically delivered back to ATT.

That worked up until my most recent return of a gateway (about a month ago).  When I went to return that UPS said that they now have received instructions from ATT to accumulate a bunch returns in a single box until they have "enough" or a week goes by and then send the box back to ATT.   UPS does give you a receipt with a reference (not tracking) number and records your ATT account number so at least you have some proof it was given to UPS.  But there is no tracking number assigned to your specific return to track that return.  I waited about a week an a half and then I called ATT to see if they got it.  They did.

Oddly, there was a UPS mailing label included with the new gateway.  Presumably that was intended to be given to UPS to the return of the old gateway.  I think that's the way it used to be.  But UPS said they didn't want it and told me of the new procedure.  They said if I wanted to use that mailing label it was my responsibility to box up the equipment and use the label on that box.  I was already at the UPS store so I decided to try their new procedure.  It worked, this time, but next time I think I'll use the label and box it up myself before going over to UPS. 

I don't like this new UPS procedure.  I don't trust it because it depends on timing that's non-deterministic (when did UPS actually get around to sending back their accumulation) and no specific tracking number.  And there are stories in these forums of people returning equipment back to ATT and ATT claiming they never got the stuff.  Also I don't know if this new procedure is nationwide or just local to my area, or for that matter, the specific UPS store I used.  But I thought I'd mention this here anyway.

This is nonsense I have called 3 times to confirm that at&t has gotten my equipment after 18 days they still say they haven't gotten it !!!!!

they ask for confirmation number but I only have a reference number.  and they say it is invalid.  I better not be charged

This is exactly the same issue I have having with a returned DVR.  UPS provided Reference number but NO tracking.  AT&T says they can't find the reference number now. 

Same issue here.  It's been four months.  I returned several devices at one time.  UPS Store provided the attached receipt.  AT&T says they have no record of the return and say the reference number is useless.  They refuse to refund me for all the returned devices.  This is pure FRAUD.  I have filed a complaint with the FCC and I suggest others do as well.  They should not be allowed to get away with this.  Once you transfer good to their "agent" (UPS Store) the transaction should legally be complete unless damage was found later. https://consumercomplaints.fcc.gov/hc/en-us

For anyone wondering, this is still a problem in late 2023. Just returned ATT Internet Air equipment, received no tracking info, only a receipt and a Return Reference Number. Email from ATT ~10 days later says item still not received. Called UPS and they flexed on me by saying it's been their policy "for the last 10 years" to not provide tracking numbers for ATT returns, and that reference number was an ATT number, nothing of theirs. ATT, of course, can't find the number in their system. 

Agree with above. My part should be complete once I deliver the item to UPS, otherwise it's all just a farce waiting to happen. Or has happened, it seems.