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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.


bcbsncjlj
Expert
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6.5K Messages
4 years ago
Sorry, no one here has any inside connection. In fact, most of the comments and recommendations that they offer came from us old timers over the years of struggle with the service. The support is only first level support and they appear to work from scripts. Obvious from some of the comments not even related to the issues. Also a lot of redirects to help articles. I doubt if any even use the service or have devices.
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Ludwick577
ACE - New Member
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3.6K Messages
4 years ago
Have you tried using your phone's data instead of Wifi---logging into the Dtv app and see which locals appear? Also, did you try going into the Dtv Stream box settings---preferences--location settings and set a new home location--------or settings-system-general--location and turn it off maybe to see if u can get the correct locals solely based on billing zip.
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bcbsncjlj
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6.5K Messages
4 years ago
I think everything is working correctly based on the geolocation information given to DirecTV Stream and the locals mapped to that location. The question is should that location really receive those locals or St. Louis locals for the demographic region. That given is the service giving the correct contractual stations. I don't know the answer. Seems the OP location may be on a border line of 2 regions. DirecTV is only one to know for sure.
Maybe the OP could take a field trip about 30oles north and check with the phone and see what he receives.
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Ludwick577
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3.6K Messages
4 years ago
According to the dtv channel lineup--his zip 63640---should receive St Louis locals.
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bcbsncjlj
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6.5K Messages
4 years ago
I agree. But we have all seen errors before in the documentation. Maybe it's not correct. Only DirecTV Stream would know what stations are "really" mapped to the zip code. I have no other answers. Like I mention before this approach has always been a pain. Seems other services have found a way to provide correct locals (which locals). I like you wonder with the internet change is something took place afterwards like a geolocation report update that change the mapping of the locals. We never got an answer in the past how ofter geolocation was given to the service.
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Ludwick577
ACE - New Member
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3.6K Messages
4 years ago
Yah the market he is getting now is the market I live in. Just looked at a map of his county (St. Genevieve) and it is not in the Paducah/Cape Girardeau/Harrisburg, IL market. Not even part of it. It's in the St Louis market.
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pnetland
New Member
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3 Messages
4 years ago
Same here, for past 3 days I've gotten AZ local channels and I live in MN
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Ludwick577
ACE - New Member
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3.6K Messages
4 years ago
@pnetland doesn't seem like the same situation b/c your markets aren't right next to each other. Have you traveled to AZ lately or used to live there?
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DIRECTVhelp
Community Support
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255.6K Messages
4 years ago
Hello, @pnetland , we are here to help you with your local channels.
To better assist you, could you confirm if you have changed the payment method? I am asking this because the local channels depend on the credit card's billing address.
Thank you in advance.
Rafael, DIRECTV Community Specialist
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pnetland
New Member
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3 Messages
4 years ago
no changes in payment, we changed our internet service provider recently to Sparklight, and I think their corporation is based in AZ so maybe that is messing things up
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bcbsncjlj
Expert
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6.5K Messages
4 years ago
That's probably the issue. Your IP address has changed. You can check at
https://whatismyipaddress.com/
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Ludwick577
ACE - New Member
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3.6K Messages
4 years ago
U might try turning off location on the Dtv stream box in the settings. Then it might just use your billing zip code.
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bcbsncjlj
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6.5K Messages
4 years ago
Also power off modem for a minute and then power back on. If continues, I would contact your ISP and inquire about where you are ported at. If very common for ISP to assign port location in unused gateways to free up connections. Usually this is not a issue except where services require local ports to provide local services.
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DIRECTVhelp
Community Support
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255.6K Messages
4 years ago
Got it, @pnetland . Thanks for the information.
Recently, local channels from some county borders were redistributed. In order for us to check if you've been affected by this, please share your zipcode, so we can take a better look.
Thanks in advance.
Rafael, DIRECTV Community Specialist
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bcbsncjlj
Expert
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6.5K Messages
4 years ago
@DIRECTVhelp Now we are getting the bigger picture why all these local channel issues have started to popup. Just would have help if this was known to post a broadcast message so subscribers would know.
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