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Controlguy57's profile

Tutor

Thu, Jan 10, 2019 5:30 PM

DirecTv stopped accepting control from Alexa

Alexa (Amazon Echo) will no longer control my DirecTV Genie. I have deleted the devices, deleted the skill, reninstalled the skill, rediscovered devices, reset the receiver, nothing works. Alexa responds as if it is interacting with the Genie Reciever (“Tuning to xx on DirecTV”) but nothing happens. This had been working great until two days ago, and then just quit. Very frustrating

Accepted Solution

Official Solution

DIRECTVhelp

Community Support

 • 

12.1K Messages

3 y ago

Hi @Controlguy57,

Check out the link to learn what to do if Alexa isn’t working with DIRECTV Alexa.

Dee, AT&T Community Specialist

DIRECTVhelp

Community Support

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12.1K Messages

3 y ago

Hi There @Controlguy57

 

Thank you for writing in. We understand that you have lost pairing of the Alexa skill that is paired with DIRECTV.  We can help with that.

 

A couple of probing questions for you to get started.

 

Have you checked to see if your Amazon echo is still paired on your WiFi?

 

Have you reset your internet service?

 

Any changes to your service prior this even happening? 

 

 

Please reply back if you have done those things and if not, please do them. 

 

 

Matthew, AT&T Community Specialist

3 y ago

Yes my echo is still paired with my WiFi and controls as least 65 other devices in my home just fine

There is nothing wrong with my internet service. All services in my home are working correctly

There have been no changes in my service
DIRECTVhelp

Community Support

 • 

12.1K Messages

3 y ago

Hello @Controlguy57

 

Thank you very much for that information.

 

How about your cable box? Is it connected to the same WIFI network that your other devices, including the Amazon Echo? 

 

Please do these steps to make sure that your cable box is online:  Settings & Help > Settings > Info & Test > Run System Test

 

Let us know the results.

 

Matthew, AT&T Community Specialist

3 y ago

Ran the system test. The only error code it comes back with is 72-667, can not detect phone dial tone. Everything else is fine.

The Genie box has a valid IP address and can access internet apps. The box is not on WiFi, it is hardwired to the same network as it has always been. Which is the same network the alexa is on

The speed connection test pegs your meter beyond what the box is capable of measuring.

DIRECTVhelp

Community Support

 • 

12.1K Messages

3 y ago

Hello @Controlguy57,

Have you attempted to completely reset Alexa?

This may solve the issue altogether.

My thinking is because you have so many different functions for Alexa, set-up, that some features are improperly working.

Please let us know.

 

Mihai AT&T Community Specialist

3 y ago

It is not an alexa issue. Alexa receives the commands to every other device in the house just fine. And it receives the command to DirecTV just fine as it responds that it is executing the command. The directv Genie doe not execute the command. Everything worked fine 5 days ago. Nothing has changed since then, except the Genie quit responding. I have deleted the Genie from alexa, deleted the DirecTv skill and readied everything twice. Still does not work.
DIRECTVhelp

Community Support

 • 

12.1K Messages

3 y ago

Hello @Controlguy57,

Have you attempted restarting the genie?

Sometimes, a refresh of the device is all that’s needed.

 

Mihai AT&T Community Specialist

3 y ago

As stated in my very first post, I have restarted the Genie twice as well

3 y ago

This link is worthless. It gives no helpful information whatsoever. It is written for a two year old. Best option is to just call and cancel my service and change to a provider that has some technical capability. The message bird abound with how worthless this app and service are. Someone should take action against this company for false advertising.
DIRECTVhelp

Community Support

 • 

12.1K Messages

3 y ago

Hi @Controlguy57,

 

Thank you for your feedback. We will ensure it is sent to the appropriate department. Other than the echo not working are you have you notice any other issues with your services in the last 5 days?

 

Dee, AT&T Community Specialist

3 y ago

The receiver constantly looses connectivity with the other 6 Genie minis in the house and requires resetting on a regular basis in order for them to reconnect again.
DIRECTVhelp

Community Support

 • 

12.1K Messages

3 y ago

Hi @Controlguy57,

To fully assist with this issue further, we will need to look over your account in more detail.
I am sending you a private message (PM) to help in this matter. Please check your forums private messages by clicking the Forums Inbox. Locate the PM from ATTCares and reply to my message with your specific account details.
I look forward to your response and the opportunity to help you!
Dee, AT&T Community Specialist

Visitor

7 m ago

I found that if I logged on to my DirecTV account BEFORE enabling the skill it worked much better.

I have had some trouble with it but seems to be working again now.

DIRECTVhelp

Community Support

 • 

12.1K Messages

7 m ago

We are glad to hear you have had a solution to your concern @NoDak75

 

If there is anything else  can do to help please feel free to message me 

 

 

Cowen G AT&T Community Specialist 


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