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19 Messages

Saturday, February 19th, 2022 5:01 PM

5 days and counting Can't watch DirecTV on a mobile device or the internet after HR54 upgrade

THIS IS NOT RELEATED TO DIRECTTV STREAM.  Up until 2/13/2014 I had a DirectTV HR34 box I know it was not capable of remote access to watch recorded shows.  I could still do schedule recordings from a mobile device and attempt to watch TV on an iPad. We had slow DSL internet but fiber was on the way, part of the plan after the fiber install was to upgrade the DirecTV equipment.  I am a technical person, everything is connected, on the web site my new DVR HR54 is connected to the internet.  I checked all the settings on the box.  I have installed and reinstalled the DirecTV app more times than I can count. I have the latest iOS version and DirectTV app on my iPad.  Be it my phone, via an internet browser, the iPAD.  I am in my house on the same network. I can't watch anything on a mobile Device, it says I need to upgrade my package.  After each install its still see the old HR34 DVR that was removed on Monday 2/14.  I no longer have that equipment.  According to DirecTV web site I need the Advanced Receiver Service.  As of 2/13/2022 I did have those services.  As of now on the DirectTV web site I not longer have Advance DVR Receiver which according to DirectTV I need that service to watch on a mobile device.  I've made 3 calls this week, call logs show I have been on the phone for over 3 hours. 

I call and get transferred for mobile  device assistance or login assistance. I can login, my DirecTV works to watch TV using a box but I can't stream on mobile  devices, which I was able to do before.  As of today 2/19/2022 I am on my 4th transfer.  Based on internet searches this is a very common problem but nobody seems to understand at DirecTV?  I am at a complete loss.  The simple fact after deleting applications clear caches, reinstalled, re login it still sees equipment I no longer have 5 days later?   I can understand 24 hours to update, I could understand reinstalling apps, or clearing cache, the issue I see is very clear on my end.

New Member

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19 Messages

1 year ago

Screenshot. the "I have this" isn't on Advanced Receiver, and there is blank space

DIRECTVhelp

Community Support

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16.9K Messages

1 year ago

Hello @paulowens001, let's check your mobile devices together. 

1. Please share with us the model of the devices you are using and the iOS version. 
2.Have you tried to stream the service using different connections with same results? 

We can try to refresh the service and reset the devices. After these steps are completed, please wait up to 60 minutes to watch the service via DIRECTV app. 


Karen, DIRECTV Community Specialist  

New Member

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19 Messages

1 year ago

Hi Karen, I am a very technical person I have checked,rechecked,reset, uunistalled,researched,retried,etc.  I have an iPad that I know is recently updated current version is 15.3.1,  I have uninstalled, reinstalled DirectV apps at least 10 times.  I also made sure to log out and reset from the TV Provider Settings.  I have a brand new Pixel 6 Pro.  I had never used a mobile phone to watch DirecTV but as part of troubleshooting I installed the app and same issue.  I have tried using different laptops with Google Chrome Browser.  Every single time its "You need to upgrade your package"

I know a refresh was just done but this is part of  the problem.  They removed this receiver LIVING RM 5488 on Monday, it is no longer on my account but it shows up and a movie a downloaded a month ago..  I completely understood when I did call on Monday 2/14  that it may take 24 hours to update. This is 5 days later and the problem to me is very clear and even more frustrating its not uncommon for other subscribers to go through the same exact issue and nobody on the DirecTV side has any explanation or resolution.   It is very clear based on information on the DirecTV site in order to watch DirecTV on a mobile Device aside for latest app,software, An HR44 box or higher, the configuration on the box need to be correct, you need to be connected to the internet with a speed greater than (I have 1gb service).  I see nothing blocking the connection. In order to watch on a mobile device I need  Advanced DVR service on my account. My last bill I have it, now I don't.  Until that service is on my account whatever I am doing as far as resets, installs,restarts is not going to matter.

New Member

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19 Messages

1 year ago

To continue on.  Forget about any Phone or Tablet which requires an app.  The Direct TV website Watch Online.  Any basic channel I've had forever "Not Available with your current programming package.  I have the XTRA package "220+ channels" when I filter on My channels- I have zero channels

s- I have zero. 

(edited)

DIRECTVhelp

Community Support

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16.9K Messages

1 year ago

Hey @paulowens001, we want to explore further options for the error you are getting on your app. 

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 in the upper right corner of the Forums) 


Karen, DIRECTV Community Specialist 

New Member

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5 Messages

1 year ago

@paulowens001  if you cant get " Advance Receiver Services " ask them to put  " (ALL INCLUDED) " eg. XTRA (All Included) . Advance Receiver Services is included on that.

New Member

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19 Messages

1 year ago

Maybe this can turn into a new Mini Series....  I chatted online yesterday, they seemed to have a better understanding of the issue and aware that reset,refresh,uninstall,reinstall accomplished nothing.  It's Sunday morning.  I disconnected the receiver from the internet, coax and unplugged it for over an hour.  I took pictures of the serial#, access card, receiver id and compared them to my account to make sure they match.  I rebooted the internet modem and router.  At the start of all the issues when I was following all the steps I configured the router so the new DirectTV box  will always get the same ip address.    I reconnected everything and powered up the new HR54.  I verified local network connectivity in the home, as I am able to ping the HR54 box using it's ip address.

I sent yet another refresh to the DirecTV box.    I also verified there are no internet  connections to/from the HR54 box being blocked by any security software.  Based on usage the HR54 box is connected and sending receiving data somewhere.

DIRECTVhelp

Community Support

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16.9K Messages

1 year ago

Hi @jwchancey, we're here to take a look at what's happening with the app.

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)

Luis, DIRECTV Community Specialist

New Member

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19 Messages

1 year ago

It's been a week. Spent Sunday in chat tried a number of things, switching package, chaing password, trying to log into a non-Direct TV site using my DirecTV user.  As of Monday morning. I still have the message using a web browser or ant mobile device I need to upgrade my package.  When I view my account I do not have the Advanced Receiver Service, even after switching packages. I start ever day not pressing red buttons, uninstalling, reinstalling,refreshing the receiver just to get that out of the way.

I also took a laptop out of home and connected to the library internet to see if it worked there-  I need to upgrade my package.

New Member

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19 Messages

1 year ago

Day 8 -It's now Tuesday  2/22/2022.  The inability to watch TV online or on a device persists- even though I pay for it  I am not subscribed to the package for any and all channels since the equipment upgrade on 2/14/2022.  Watching TV on an iPad for example worked fine before that. I would like to point out that DirecTV support has been very helpful trying to resolve the issue.  I've worked with many support people in chat day and night over the weekend and Monday 2/21/2022.  The issue is something with my account, based on an web search I am not the first person to experience this, it's not that uncommon but for some reason any level of customer facing support is powerless to resolve this.  The ability to watch on a mobile device is a selling point for DirecTV, I've been a customer for 12 years, I made the choice to stay with DirecTV, upgrade my equipment and a feature I used to use- now for over a week I can't . I completely understood after the upgrade it may take a day or 2 to update, I can accept that there was an issue that I needed contact technical support. The fact is after 7 days of resetting, changing packages,changing passwords, uninstalling/reinstalling software, various troubleshooting,power cycling. Like the last 4 days I started my day pressing the red button, uninstalling the iPad app and resinstalling only to find out I can't watch online and "need to upgrade my package". This is not a device issue, this is a problem with my account that can't be corrected for whatever reason.  I could drive to Best Buy 30 miles away, buy a new iPad, install the DirecTV app and my old DVR would still show as my HD Receiver in the app.

DIRECTVhelp

Community Support

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16.9K Messages

1 year ago

Hi @Paulwens001 Thanks for bringing this to our attention, we appreciate the details.

We are already working on it, and we are waiting to receive any updates about this process.

Thank you for all your time and patience.

Laura, DIRECTV Community Specialist

New Member

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5 Messages

1 year ago

Going on two weeks

I have the same issue. This is a known issue and I was told that the ENGINEERING department is working on it.

Issue: the Directv streaming services is not able to detect what kind of subscription you have. I'm able to display all the channels but not able to stream any. Not even local channels.

Error or message code: "Not Available with your current programming package."

RS

New Member

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19 Messages

1 year ago

That is  my problem same errors  Do you have DirectTV stream...... or DirectTV satellite and want to watch on a mobile device.  Since this is my first time contacting support I was slow getting out of the gate.  Based on information you give them they will address that.  If you can't watch on iPad then it's the iPad or a setup on the box.   My account is broken.    Were you ever able to do this before and if so what happened that caused it to stop working?

DIRECTVhelp

Community Support

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16.9K Messages

1 year ago

Hi @Frank3389, thanks for providing details about your issue.

 

We would like to find the root cause for this and help you out. Could you please confirm which devices you're using to stream?

 

Sophia, DIRECTV Community Specialist

New Member

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5 Messages

1 year ago

I have DirecTV satellite services. Not Streaming services. It is my understanding that this is affecting some new users and re-activating users. I'm the latter.

Don't bother testing on devices (iPad, iPhone etc. etc). Wait until you're able to stream on your computer. Go online, select Watch Online and then clear the filters. You should be able to see all the channels, even the ones that you don't have access to. Next to the favorite symbol on each channel, you should see a circle with a triangle icon. This icon should be enabled. If this icon is greyed out, it means that you don't have that channel in you package. !!!!!!?????


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