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New Member

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4 Messages

Tue, Dec 14, 2021 1:53 PM

Unable to sign in to Directv stream / never ending loop.

Im completely lost. I work in IT and have never been this stumped. I have ATT Fiber and just switched from DirecTV to DirecTV Stream. I am unable to access DirecTV Stream because it will constantly try to either 1) Take me to my DirecTV standard account or 2) If I do try to log into DirecTV Stream separately with a separate ID I have created for it, it tells me: 

Check your entry and try again. Keep in mind, you’ll have to reset your password after too many unsuccessful sign-in attempts.
Care Code: 201 [LU100]
The stream box I ordered with DirecTV Stream does not work due to my sign in issues. It tries to auto-sign me in with my main user account and fails telling me I need to sign in with my ATT User ID and password. They even sent me another box when I was telling them we just need to turn auto sign in off. 
I cannot log in to my account, I just got charged a bill, I am unable to use the box I am paying for, I have ZERO access to my email because it too is broken and will not allow me to log in, and they offered me a $7 credit on the phone yesterday after talking to another guy for an hour with no assistance.
I really dont want to have to cancel all of my ATT services, you guys have been great but this is absolutely insane. Please fix my account. I have changed every email on my account so none of them overlap and its still a sign in nightmare with no end in sight. 
I am in a never ending loop of not being able to access my service. If that's not bad enough, I have spent literally hours on the phone with all kinds of different people with absolutely no assistance. 

Accepted Solution

New Member

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4 Messages

9 months ago

I had to make a new account completely separate form my ATT account. It just seems silly to me that I would have to go through so much trouble. Way more than what I have explained on here. Anyway, thanks for the help.

bcbsncjlj

ACE - Expert

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3.3K Messages

1 year ago

The Care Code reflects an DirecTV service not a DirecTV Stream service. There has been a lot of posts and issues with subscriptions from former DirecTv subscribers moving to DirecTV Stream. Your best option is to contact support and discuss with a support rep. I am not aware of any solution posted in these forums. Sorry for your frustrations.

New Member

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9 Messages

1 year ago

I understand completely.  I have spent two days (I am retired) all day on the phone being shuffled around the world.  I spent 20 yrs overseeing a very large IT organization. We had a fully functional Tier I call center/help desk.  I do not understand why there is no Trouble Ticketing System for Tier I?  I have been calling for two days and just keep going over the exact same basic troubleshooting procedures, over and over and over.  I need Tier II support. Someone who understand the connection between the login credentials and whatever DIRECTV package you have. 

Saturday, 18th will be day three of endless transfers.  If you open a ticket when someone calls, you have a complete record of what the problem is and what actions have been taken so far...etc

I can't login using the DIRECTV STREAMING device (continous sign in loop, stating: Please reactive your subscription...... ) and the app on my cellphone says:  Subscription Required.  Please subscribe to DIRECTV STREAM code 8013

I am able to use the same exact login credentials to log into the website.  So the login information is correct and working.  When I try to watch TV through the website, I get:

This content has an issue and can't play.  Give it another try or select something else to watch. 10025-002

In my mind, something between the login credentials and the streaming package is  corrupt or not properly configured (best guess).  Tier I can not solve these types of issues.

So, somewhere along the "pass the buck trail", someone created a Trouble Ticket and gave me the TT#.  Well, each time I talk to someone they say, they do not have access to the trouble ticket? 

I too am caught in a never ending DIRECTV STREAM loop.  

DIRECTVhelp

Community Support

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16.8K Messages

1 year ago

Thanks for the details, @bdjordan. We understand your frustration and not being able to get into your account. 

Have you tried the steps the previous specialist provided for you? 

If not, try those steps and let us know how it goes and if you have anymore questions, we'll be happy to help. 

Corineka, DIRECTV Community Specialist 

New Member

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9 Messages

1 year ago

I did read over the information provided but I can not located Linked accounts so I was unable to follow the rest of the instructions. 

New Member

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9 Messages

1 year ago

I posted requested info in DM

New Member

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4 Messages

11 months ago

I logged over 8 hours speaking to reps over 4 days, received two boxes, got offered a $7 credit for my “inconvenience”, was hung up, and transferred probably 20+ times. In the end, the only thing I could do was create a new account, cancel and return everything. I still have no access to my email. Never have.  

The best thing I can recommend is ask for someone on shore right away. Don’t waste your time with off shore people. In my experience, none of them cared and they would typically just try to find a way to hang up on you or just try to send you new equipment over and over again. It’s really awful.

Again, I recommend just cancelling everything and either starting over or go somewhere else that employee folks knowledgeable enough to actually help you or at least transfer you to the people that can. After just cancelling, getting a refund and making a brand new account with a new email everything is fine. I am not linking this account because it will probably explode, but at least now I have a working account separate from my internet. For now. 

New Member

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9 Messages

11 months ago

I understand your frustation and had a similiar experience.  I personally do not care where a help desk/call center is located but I do care about the level of service I am getting.  If basic troubleshooting does not resolve the issue, it should be escalated to Tier II personnel using a Trouble Ticketing System.  If you can't keep track of your customers, you will lose them.  Someone in this forum from DirecTV assisted me and resolved my problem, which I appreciate very much.  

New Member

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1 Message

11 months ago

I’m having the same issues that @bdjordan was having. What was the solution? Any help would be appreciated. Thank you!

DIRECTVhelp

Community Support

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16.8K Messages

11 months ago

Hello @WreathLover, we're here to assist you with your concern.

 

We have sent you a DM. Please meet us there, so we may to continue working on this together.

 

 

DeShawnae, DIRECTV Community Specialist

New Member

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2 Messages

10 months ago

I'm stuck in the endless sign on loop on the stream box I got because I want the remote control with as close to the same experience as the satellite.  I'm in the stupid position of having dtv satellite, dtv stream and internet all linked under one email and all managed by an att.com log on.   Using Chrome on a PC I can see the redirect from the log they make me manage at att.com to the directv.com to use the streaming services can't figure out if it should send me to directv.com/stream or directv.com/satellite and just loops.  Try explaining a redirect to a level 1 helpdesk person.   I'm at multiple calls and chats and being sent a 2nd box to fix the issue even though I'm specifically asking the support team to unlink my stream account from any other ATT account and work with me to set it up under a different email to manage stream so their systems can stop being confused and I can evaluate stream and decide if I want to keep it.

New Member

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1 Message

10 months ago

Similar situation myself, I am a Directv satellite customer trying out Directv stream service, I can access my Directv stream service on my iPad and iPhone, but on my iMac I get in endless loop of signing in to the Directv Stream account, and I never get logged in, my Roku box just hangs up after I enter my user and password, no one I've communicated with has been able to figure it out, my last communication with them I was told it would be fixed in 72hrs, just terrible customer service, the language barrier is bad as well, even when using the chat. Would like to know if anyone has been able to find a fix.

(edited)

New Member

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5 Messages

10 months ago

I’m having the same issues that @bdjordan was having. What was the solution? Any help would be appreciated. Thank you! this is day 3 now... im getting worried a day the before the big games !!!! 

litzdog911

ACE - Sage

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43.7K Messages

10 months ago

@Adaawg23 

See answer in your other post. You need to use a different username/password.

New Member

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5 Messages

10 months ago

Thanks i seen that !!.. pretty pumped about it. i just had a follow up question !.... really appreciate the help Squad !!!


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