From time to time, people choose to give up watching satellite TV. It’s a fact, I guess. Personally I’m one of those “cold dead hands” types… I’ve been a satellite TV fan since day 1 and a customer for over 20 years. But yes, people do sometimes move over to cable, to antenna, or move to 100% streaming. At that point, you cancel your service and there’s the matter of your old hardware to consider.
There’s going to be stuff you don’t have to return
Generally, you don’t have to return anything that falls into the categories of “customer premises equipment” or “accessories.” You don’t have to return the dish, the wires in the walls, the splitters, that sort of thing. That’s what is meant by “customer premises equipment.” You also generally don’t have to return things like remotes.
Depending on how long you have had your equipment, you might not have to return receivers or DVRs either. Typically speaking, if DIRECTV and DISH don’t still offer it, they don’t want it back. This means that DIRECTV customers won’t have to return anything except H24, H25, HR54, HS17, and client boxes. DISH customers won’t have to return anything except Hoppers and Wallys. If you’re not sure what you have, you can usually find a model number either silkscreened on the box or on a sticker somewhere on the bottom.
As for the stuff you have to return…
You send back your old equipment, and it goes to a dedicated refurbishment center. If it’s just flat out too ugly to use, it’s put on a parts bin where it can be used to help other devices work better. Each device is taken apart, cleaned, and then it goes through automated testing. Its memory and settings are wiped. If there’s a hard drive, it’s either erased or replaced, depending on its age. Then it all gets tested again and checked by a human to make sure it passes inspection. It’s given new power and connection cords and a new remote (because you didn’t have to send the old one back) and boxed up ready for the next person to use.
Does this ever go sideways?
I would love to tell you that in my decades of experience there has never been a case where a device went to a customer and didn’t work when it got there. I really wish I could say that. But, it does happen. Sometimes something works in the refurb center and gets banged around just enough that it doesn’t work when it gets to you. Sometimes there’s a problem that isn’t found in testing. It’s not that common, but it’s common enough that we have a procedure for it. I’ll explain that in a moment.
The thing you need to know first is that your chances of getting a “new” receiver or DVR are relatively slim at this point. All of DIRECTV and DISH’s equipment has been the same for several years now. Neither company keeps a separate stock of “new” receivers as opposed to “refurbished” receivers. Truth is they’re all treated the same and that usually isn’t a problem.
But what if it is a problem?
If there’s a problem, you need someone who will help you solve it. That’s why you need experts like the folks at Signal Connect. We’re DIRECTV’s dealer of the year and one of DISH’s Premier Local Retailers. We have access to the computer systems of both companies and can get things taken care of in the rare case that problems happen. Trust me, you don’t want to be talking to an overseas call center when something goes wrong. You want an expert who really understands the problem and can give you their direct phone number so you can call them back.
Call us at 888-233-7563 if you want to change or even cancel your service. We’re happy to help. The experts are available during East Coast business hours. If it’s after hours, fill out the form below. We’ll get back to you, usually within one business day.
