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

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

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  

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.

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. 

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 

@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.

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.

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.

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.

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

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

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?

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

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. !!!!!!?????