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New Member

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7 Messages

Wednesday, November 30th, 2022 12:50 AM

Equipment upgrade

Since upgrading to new cable boxes I can no longer access live tv/ local tv networks through their apps. It says those channels aren’t included in my subscription but they are. I’ve reset/ reregistered my account and devices and still no luck. Hoping someone here can assist because DirecTV tech support could not

Juniper

ACE - Expert

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17.7K Messages

2 months ago

What models are each of your satellite (not cable) boxes? Do you recall what models the old ones were? Besides the equipment "upgrade" (I hope it truly was as newest is not always the greatest in comparison), were there any other changes?

New Member

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7 Messages

2 months ago

The new boxes are Genie Gen 3 model HR54-500. The old boxes were very old. About 15yrs old. No other changes to my subscription were made, just upgraded the equipment. 

Juniper

ACE - Expert

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17.7K Messages

2 months ago

The new boxes are Genie Gen 3 model HR54-500.

Only one box would be HR54 as you are only allowed a single Genie on the account. Most likely the other boxes are Mini Genie Clients (Models C31 and up).

The old boxes were very old. About 15yrs old.

As satellite technology doesn't advance quickly, 15 years is not as old as it seems equipment-wise. All 3 generations of the Genie work with regular HDDVRs (HR20 thru HR24 and special R22), and HD non-DVRs (H21 thru H25). As a note if any of the old boxes were in that range and you still have them, I would try to get DirecTV to swap from Mini Genie back to dedicated boxes for more capability and reliability.

As for the local channel's apps not working, how long ago was your upgrade? Has your HR54 been connected to your home internet since install? How is the HR54 connected to your internet? As a note, if your old setup used an external wireless CCK, make sure that is removed as since the 2nd gen Genie (HR44) that is built-in.

(edited)

New Member

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7 Messages

2 months ago

upgraded this past weekend, 11/26. HR54 has been connected to the wireless router and it says “connected” when I view My Equipment on my DirecTV account. I’ve refreshed my connection, I’ve pressed the red button to reset the HR54 and still nothing works. Any tv network app/ website that allows live tv through my provider, won’t allow me to watch. 

Juniper

ACE - Expert

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17.7K Messages

2 months ago

HR54 connected for a few days, even recognized on the DirecTV website which login is fine. On your web browser, try clearing cache/cookies and then close all windows and tabs and see if you can log in. Make to choose DirecTV, not DIRECTV STREAM or AT&T as your provider.

If that still fails, then you may need to contact DirecTV to refresh/reset your online account (web unlock team?) as those are the credentials that those streaming services use.

New Member

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7 Messages

2 months ago

As I stated earlier, I’ve done all those things already but thanks

New Member

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7 Messages

2 months ago

If there are any DirecTV employees or tech specialist on here, please help. 

Juniper

ACE - Expert

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17.7K Messages

2 months ago

Is that all locals or just Fox owned/Fox affiliate channels?

New Member

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7 Messages

2 months ago

I’m trying to watch LIVE tv on apps/websites through my DirecTV account and it says I don’t have the channels in my subscription but I know I do. Since upgrading to the new equipment I’ve been having this problem. 


 Can anyone can help resolve this?

I’ve already..

1. called directv

2.reset account and devices 

3. Linked my equipment to my wireless account

Juniper

ACE - Expert

 • 

17.7K Messages

2 months ago

If you want help from DirecTV employees, then you call again. this is a public forum of customers. We can provide guidance on many things, but have no internal access.

If it were just Fox/Fox affiliate (as I asked but got no answer), it would be possible it may be affected by the current carriage negotiations. However, if it is all locals then that is a communication error between DirecTV's systems and the networks. The latter could be related to all the updating that is being done with DirecTV app both DirecTV and DIRECTV STREAM being unified on that end (instead of separate apps) and the inclusion of the new co-owner managing DirecTV. As there have been bugs access locals through the new unified app, so credentials may be bugging out through outside acccess as well.

At this point if over the phone cannot help, then either reach out to the local networks you are trying to access or file a BBB complaint.

(edited)


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