Directv App can't find receiver

@janicelehman  It was recommended on another forum that I contact the Office of the President https://investors.att.com/resources/contacts#customer-service.  To be honest, it hasn't helped that much, although I do have a rep checking in periodically. I had my troubleshooting call today, and it didn't resolve anything. BTW - I also have that same issue you do - my old receivers were named differently and are still showing, greyed out, in the app. We are definitely having the same problem. My hunch is that it may be a hardware issue - having the Genie replaced next Thursday...at least that will eliminate one possibility. The other forum I was on (DBSTalk) mentioned hardware replacement ultimately was necessary for some that had receivers that couldn't communicate with the main Directv servers. 

@labiancm  Thanks for the update.  I will be anxious to hear if the hardware replacement helps.  I'm wondering if they even just uninstalled totally and then reinstalled might help.  I was on the phone with them for 1 1/2 hrs today and they told me to call technical support (again) and that they would be the one to put in a request to swap out the hardware. So, I'll try that and also contacting the Office of the President.  Pleae keep me posted and I'll do the same!  Good luck!

I’m having the same exact issue and they can’t help with it makes zero sense I’ve been with DTV for 20 years and I’m pretty (Edited per community guidelines) 

Since this is a known,  widespread issue,  is there a Directv Community Specialist who can tell us what Directv is doing about this issue?  Which support team at Directv is working on this problem? 

@labiancm Miraculously, I tried to log into the directv app tonight and it worked!  It's weird though because the name of the receiver it says it is connected to is the name of one of my clients. And when I look at My Equipment on att.com, it has all my devices, except for the actual receiver, listed twice. So it is now working for me on my directv app, on my laptop with directv.com. and other apps on my Roku TV that use my directv credentials.  I just hope it keeps working!   Any chance yours has started working too?

No such luck!! But you are giving me hope that my time is coming - will let you know! 

Mine is back up also good luck! 

Hello, we want to help you with your concern. Please meet us in a DM, in order to take a look into it Jakob, Social Community Specialist

I would guess they did something on the back end like cleared their cache or recycled some servers.  Seems like they need to do that for all the instances they have running.  

@janicelehman just to report back with some happy news - technician came

today. He was able to call some internal DTV tech number and they immediately knew what the issue was and told him it would take 1 hour to remove the old boxes from my account and get the new one properly registered. Sure enough, within an hour I was up and running in terms of connecting my receiver to the app. Took several hours later to be able to register my phone for downloading and live streaming, but I’m all good now. Hope we both continue to enjoy things without any problems!

I'm so glad to hear that!  Thanks for the update.  

Hello, I am having this same issue and have probably spent a total of 5-6 hours talking to agents and even connected a new replacement receiver today. 

There seems to be no fix to this. After being a customer for over 20+ years, I plan to cancel if this can’t be resolved.

Does anyone have advice? 

Sorry you are having that problem.  I'd contact the office of the president. The link is posted earlier in this post.  They called me back and may have helped get things rolling.  Good luck.