Upgraded Satellite Boxes and Channel Package, Streaming App Stopped Working

There are bugs in the new app, there was a post here that the app maybe updated on the 23rd, unknown what if any bugs it will fix.

@raizo00 Has this been resolved? I’m having the same issue.

I have a similar issue as well, ive been on and off the phone with directv for a week now.  Mine happened when I switched over to the genie 2 , that day I lost all but 30 channels in phone app, roku app and apple tv.  I called when it first happened 2 months ago, the call was escalated and fixed in 2 days.  Fast forward to last week when I went online to refresh my genie 2 and all but 30 channels are no longer available again.  Now it seems noone can fix it. My apps also reeds the same for the most part, Genre+Genre+Basic+Genre+TBD.  Im curious, can you check online to see if thats affected as well? the first time it happened to me streaming through the website was fine, it was just the app but now they are both messed up.  

@JowJow Its the same online as well, but the available channels are different. I had the rep in loyalty change my account from Premier to Ultimate and back and then I got more channels. Effectively, the database that determines your channels isn’t synced with your account properly. I hope they figure it out soon.

For the record, escalation doesn’t mean anything. I could fix it in 10 minutes, but not my DB, not my problem. Just wish they had someone competent to talk to.

when the switched your package did you get all your channels back?  Im talking to them now, they switched my package and I still see the same 30 channels.  I have choice

@JowJow No, only the ones that were different from Ultimate and Premier. I asked them to remove all my programming and re-add it and no one can do this without canceling your account (paying the Early Termination Fee) then restarting service.

When they changed mine I didn't even see the channel difference.  Where did you leave off with support?  The manager on the phone with me said there was nothing else that he could physically do and they have to investigate the issue.

The crazy thing is that when it happened to me 2 months ago it was fixed in 2 days, guess it all depends on who the call falls on, this is crazy.

Same spot as you. I did get new channels cause I’m on Premier, so all the Premium channels and the regional sports channels came in for me. I don’t think going from a lower package to a higher package and back will work, cause you aren’t adding anything. I thought about calling to go to choice and then back to Premier, but the gain would be minimal, and none of the channels would make any difference.

With an ongoing issue like this you could try a BBB complaint as kicks it up the corporate level. Not a guarantee it will resolve it, but worth a shot.

It would be expected that unlike many front-line agents who are new or outsourced, that those specifically hired on to do the programming and all should be rather qualified. But if without seeing how their system is setup internally you could "fix it in 10 minutes", then include your expertise that is leaps and bounds beyond anyone who works there.

Done. I’ll update this thread if I get any response.

Anyone got this fixed yet?  I still can't see all channels. Called again on Friday just to be told that the three calls I made prior, no one actually put a ticket in for escalation.  Dont know how that's even possible, so if you call in and they escalate the call make sure they give you the escalation ticket number. 

I got a call from “DirecTV Office of the President”. They took info and I emailed screenshots of my accounts. They then reset my login and took over the account for troubleshooting and attempted resolution. They called back Friday afternoon to say they are still working on it but not fix has been applied yet. I’ll keep updating as I get updates. They mentioned they have gotten quite a few complaints about this issue.

How in the world did you get that call? I can't even get customer support to call me back even though they said they would several times.  Did you file a complaint with the BBB?