5 Messages
Apple TV App Issue DIRECTV App
Don’t looks like I am not the only one having issues using the DIRECTV app on my Apple TV. All worked fine until my password got changed and now when I try to login it I am stuck on the page where it’s asking to choose DIRECTV stream or DIRECTV. My DIRECTV stream account was cancelled back in 2017 and I never had an issue until my password got changed and now this garbage. I spent three hours yesterday on the phone getting bounced from technical support, customer support, loyalty, back to customer support, and then technical support and no freaking one at this company can help me resolve this problem!! I asked them to unlink my old inactive DIRECTV stream account from the active DIRECTV account and none them could take care of this. I read on this forum that others have had luck doing this so that’s why I was requesting it because I am sure this was the issue. I can’t believe that I couldnt get a single person to fix this issue for me. Someone here please help!! I have tried all remedies described on here as far as deleting the app and reinstalling, disabling the tv provider login and then enabling it again, and
resetting my Apple TV. NOTHING WORKS!!!I have tried all in between and I am just down right fed up now with this garbage. Someone please help me!! Thanks.
Accepted Solution
DIRECTVhelp
Community Support
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254.6K Messages
11 months ago
Hi @Dvader326, having access to the App shouldn't be a problem, we're sorry that your issue were not fix over the phone. Please click here for quick fix: Fix Apple TV Viewing Issues | DIRECTV Customer Service & Support I will send you a DM so we can further check and find solution for you. Mark, DIRECTV Community Specialist
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bcbsncjlj
ACE - Expert
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6.2K Messages
11 months ago
Your quick fix would be to cancel and sign up again with a different email account. Many have resolved their issue by just doing this.
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Dvader326
5 Messages
11 months ago
It’s not quite that easy. I am under contract and simply canceling just to sign up under a new email address is not viable. This is a simple change that DIRECTV can take care of and all it takes is to unlink my inactive DIRECTV stream account and remove it from my DIRECTV satellite account. Someone from DIRECTV already contacted me and have escalated the issue to get it fixed.
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bcbsncjlj
ACE - Expert
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6.2K Messages
11 months ago
Well sorry for your contract issue. That is the quick subscriber solution. No one here can resolve the issue since we have no account rights. You are totally at the mercy of support. Have you tried support via Twitter or Facebook? Even Reddit has dedicated support staff.
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Dvader326
5 Messages
11 months ago
Like I said, Mark from DIRECTVhelp on here contacted me already and has escalated it.
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jboogscott
2 Messages
11 months ago
I have the exact same issue. Stuck at the service selection screen. Spent almost 3 hours with three different people. The satellite person said I had not streaming account connected. Though I see it on my account on web login. THey passed me off to tech support who then passed me off to streaming. The last person finally said that the app won't work on Apple TV and that I could watch on iOS or the web. That I need a receiver box for the apple tv to work. I repeatedly asked if someone could disconnect the stream account and no one had a clue. I asked why they had an Apple TV app if it wont work on apple tv??? I was so exhausted and fed up. Not sure if its worth keeping the service. @DIRECTVhelp
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bcbsncjlj
ACE - Expert
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6.2K Messages
11 months ago
The app support both DirecTV Stream and DirecTV Satellite services. Credentials are not transferrable between the services.
The DirecTV Satellite service offers either "DirecTV Satellite" or "DirecTV via Internet". DirecTV Stream service offers only "DirecTV Stream". The 2 are not the same and require separate subscriptions.
So the question is - "Which service are you subscribed to?"
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DIRECTVhelp
Community Support
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254.6K Messages
11 months ago
We're sorry for the trouble with the app and the concern wasn't fixed over the phone, jboggscott. I'll send you a DM so we can work on this together to quickly resolve this matter. Veronica, DIRECTV Community Specialist
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Dvader326
5 Messages
11 months ago
After the help from DIRECTV help on this forum, they escalated the case for me and I had a resolution within five days. The problem was that the old inactive DIRECTV stream account needed to be unlinked from my DIRECTV satellite account. Once that was done everything worked perfectly!! They gave me the number to the exact department that is needed to make this happen. It is 877-285-0118. You have to ask for the DIRECTV online assistance center. I hope this helps.
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jboogscott
2 Messages
11 months ago
Likewise after getting contact here the problem was escalated and fixed in days. Since this has been happening for a while I am perplexed that that they have not fixed the App so it does not do this and that they don't have this in there problem database that any support person should be able to lookup and find solution.
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jell7388
5 Messages
8 months ago
same issues here, just happened yesterday. pretty much rebooted my entire house, not fixed.
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jell7388
5 Messages
8 months ago
any fix yet for this?
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bcbsncjlj
ACE - Expert
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6.2K Messages
8 months ago
Fix for what exactly? Explain your issue.
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jell7388
5 Messages
8 months ago
The issue mentioned in this thread, the app is not working on Appletv. just hangs on this screen after you provide login. I've reset the app, router, reset appletv, etc..
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bcbsncjlj
ACE - Expert
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6.2K Messages
8 months ago
Are you a previous satellite or AT&T subscriber using the same credentials?
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