New Member
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29 Messages
Wrong local channels
have had the service for about a year and the area I am in should have the St. Louis market for the local channels. For some reason, when we got up yesterday, we now have the Paducah Ky local channels! I spent several phone calls and about three hours on the phone with various folks and they really have no idea what changed. I have even done a hard reset on one of the AT&T boxes with no help. All the boxes in the house are AT&T C71KW-400. The account shows the correct zip code,. This problem not only shows up in the house boxes but on the Direct Tv Streaming app on my phone. Again this all happened over night and there were no changes made by us. Configuration: ATT&T fiber internet, ATT C71KW-400 , ATT cell phone carrier as of March 3rd (another nightmare, should have stayed with Verizon for cell service).
Any ideas on who can fix this issue would be greatly appreciated.
litzdog911
ACE - Sage
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46.4K Messages
3 years ago
What channels do you see when you enter your zip code here ....
https://www.directv.com/stream/channel-lineup/
____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.
For official support call DirecTV Satellite 1-800-531-5000, DirecTV Stream 1-888-429-4023, DirecTV Gemini dedicated 1-888-488-4742, or AT&T 1-800-288-2020.
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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bcbsncjlj
ACE - Expert
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6.4K Messages
3 years ago
The locals on your phone were you using your WiFi or cellular service?
For DirecTV Satellite, call 1-800-531-5000.
For DirecTV Stream, call 1-888-429-4023.
Facebook: https://facebook.com/directv/
X: https://x.com/DIRECTVhelp
Instagram: https://instagram.com/directv/
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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Michael63640
New Member
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29 Messages
3 years ago
I see the correct local channels for St. Louis on their web look up tool. The customer support person had no idea on why it just changed and suggested wait overnight and see if it resolved itself. Of course that was a good way to close thier ticket, but it didn't magically fix itself overnight.
I should be seeing :
Channel 2,FOX, (FOX2) , Channel 4, CBS (KMOV) Channel 5 NBC (KSDK)
Actually seeing:
Channel 23, fOX (KBSI, Channel 12, CBS (KFVS) Channel 6 NBC (WPSD)
Obviously if there is severe weather in the St. Louis area, and the local channel breaks in to advise the folks in the viewing area, this does me no good if I am looking at an entirely different market!
The billing and local zip code on the C71KW-400 , as well as the credit card being charged all have 63640 as the zipcode.
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litzdog911
ACE - Sage
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46.4K Messages
3 years ago
Do you have a smartphone or tablet with the DirecTV Stream app? Those devices use their own location services to determine your location. Do you see the correct local stations on that device?
____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.
For official support call DirecTV Satellite 1-800-531-5000, DirecTV Stream 1-888-429-4023, DirecTV Gemini dedicated 1-888-488-4742, or AT&T 1-800-288-2020.
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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Michael63640
New Member
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29 Messages
3 years ago
As a test, I turned off the wifi on my smart phone, cleared out the account data and cache, logged back into the direct tv stream app. After adding the username and password, it loaded and the problem still remains, it is showing me the Kentucky channels. Grrr
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DIRECTVhelp
Community Support
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255K Messages
3 years ago
Hello, @Michael63640. We want to review what's happening with your local channels.
Thank you for sharing your service ZIP code with us. Please confirm to us your county, we want to take a closer look at this.
David, DIRECTV Community Specialist
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Ludwick577
ACE - New Member
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3.5K Messages
3 years ago
I get both St Louis locals and Paducah, Ky/Cape Girardeau,Mo/Carbondale,Il locals. Have since I signed up 8 months ago. You live in Farmington which is in between markets like me. I live in nw Southern Illinois. Are you sure you aren't getting both sets of locals? Change the guide to All
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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Michael63640
New Member
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29 Messages
3 years ago
Guide is set to all. Not sure what changed two days ago. If the Paducah channels were available, we never paid any attention to them. I have Logitech touchscreen remotes that the family uses. They touch an icon and it types in the correct channel number. So it became obvious when the localchannels were no longer working yesterday morning.
For the Direct TV employee looking into this, we are in Saint. Francois county.
Here is a copy and paste from the lookup tool.
Local channels
Network
Affiliate
Regional Sports Networks
Network
Affiliate
Teams
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DIRECTVhelp
Community Support
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255K Messages
3 years ago
Thanks for sharing your county, @Michael63640. We want to explore the options to refresh your programming in Private.
Let's meet in a Direct Message to take a closer look on this. Please check your DIRECTV Message Inbox (It's the chat icon next to the bell icon in the upper right corner of the Forums)
David, DIRTECTV Community Specialist
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Ludwick577
ACE - New Member
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3.5K Messages
3 years ago
Did you change ISP around the time your locals changed? I bet your IP address is closer to Cape Girardeau, MO than St Louis. U can lookup your IP location at https://www.iplocation.net/
(edited)
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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Michael63640
New Member
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29 Messages
3 years ago
Well that is interesting. We haven't changed anything, so if the ISP has changed, it is something AT&T did internally. We have been on this same fiber for 11 months. When I take the broadband IP address and put it in the link above, it comes back with 8 different results.
AT&T Corp. Saint Louis
AT&T Services, Inc. Portageville
AT&T Services, Inc. St Louis
AT&T Services, Inc Poplar Bluff (yikes)
AT&T Corp. St Louis
ATT-INTERNET4 Farmington
Att Services Inc Cape Girardeau (yikes again)
AT&T Services, Inc Poplar Bluff
So, AT&T seems to not have a single location or name for this ip address according to the lookup tool.
But according to the information they give, it is all determined by the location zip code, billing zip code, and the zip code of the payment device. If the location of the ip address is calculated into this, then that adds a whole new element to be looked into by them. Obviously they are the folks in control of their fiber network. The results above are a bit concerning as it seems to lack any type of consistency.
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bcbsncjlj
ACE - Expert
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6.4K Messages
3 years ago
Try another locator like My IP Address I never trust just one locator. They all have some faults. There are several more - just google. Who DirecTV Stream actually uses to report locations are unknown. They do not actually poll for IP address but use location service vendors.
(edited)
For DirecTV Satellite, call 1-800-531-5000.
For DirecTV Stream, call 1-888-429-4023.
Facebook: https://facebook.com/directv/
X: https://x.com/DIRECTVhelp
Instagram: https://instagram.com/directv/
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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Michael63640
New Member
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29 Messages
3 years ago
my ip address returns results from "IP2Location" which is the first one in the list I posted above. That link from Ludwick577 actually returned 8 different providers. I just listed the results without the source to keep the typing to a minimum.
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bcbsncjlj
ACE - Expert
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6.4K Messages
3 years ago
In the past (a few years ago), when the then AT&T Now service received a improper location from the geolocation service they would update their system to reflect the current correct location for the subscriber. That usually took a few days. Not sure if they are still doing this or not. The bad part was that they could get the wrong location again. They would match locals to the reported location. It's not a real true way to assign locals based on geolocation reports. So it seems the only reason you are getting the wrong channels is based on what they receive from them and the stations match to that location.
This is nothing new and has always been an issue. Was hoping they had found a better way to match channels.
For DirecTV Satellite, call 1-800-531-5000.
For DirecTV Stream, call 1-888-429-4023.
Facebook: https://facebook.com/directv/
X: https://x.com/DIRECTVhelp
Instagram: https://instagram.com/directv/
*I am not a DIRECTV employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
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Michael63640
New Member
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29 Messages
3 years ago
Thanks for letting me know this is an old issue. Now do you have any idea who to contact to get it resolved? "David" is working on it, but if you have an inside source......
Thanks and have a good evening.
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