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

We really appreciate the information @Frank3389, and we would like to further investigate this issue.

Let's meet in a Direct Message. Please check your Direct Message Inbox (it's the chat icon next to the bell icon in the upper right corner of the Forums).

Sophia, DIRECTV Community Specialist

Thanks Frank3389, I did learn that going through this that a web browser, which doesn't need an "app" was the first place to start, if it doesn't work there...

Hi Sophia,

It doesn't really matter what devices you use. It does not work online with any browser period. Once that is fixed then streaming to devices should work. Like I said before, the streaming services on your backend is not able to detect your subscription access. That is why you get this message:

"Not Available with your current programming package."

You also get this message:

Thanks for letting us know, that's very useful @Frank3389.

We want to review this situation to better understand the reason for this. Please, meet us in a private message and we'll help. 

Sophia, DIRECTV Community Specialist

It's Tuesday 2/23/2022.  As Frank33389 said and I was informed yesterday this is widespread problem they are working on.  As of this morning the issue still persists. I completely understand with any technology, especially when an existing configuration is changed that things can break.  What is not acceptable is the length of time this issue has continued.  From an IT perspective this is an "Outage Impacting Multiple Customers" and  is usually a high priority incident.  

Hello @paulowens001.

We really understand how important is for you and all our customers to be able to use all the DIRECTV STREAM benefits. Our team is working hard to find a resolution to this situation and we'll inform our customers as soon as we get new updates.

Thank you for your comprehension.

Catalina, DIRECTV Community Specialist

to add to the irony.... today I get an email about great DTV features and telling me how great and easy the app is and you can stream LIVE or on demand..... uh well no I cannot. I sure hope this is fixed asap. Been 2 weeks now for me and still no resolution.

I really struggle with this because I know things like this can happen, I know sometimes information being relayed can lead down the wrong path to an issue  I don't blame the DirecTV support who work with the customers, they have done anything and everything to try and correct the issue.  The are well aware that this isn't an issue related to a specific device.  There is a disconnect in the systems, my account says I have the options to do all this stuff and I can't and my old DVR that was taken away on 2/14/2022 still lives on.

Day 10 . Did all the daily resets, restarts,un-installs, reinstalls.  Still can't watch DirecTV online or any mobile device like I was able to do prior to the equipment upgrade on 2/14/2022.  My wife was doing bills last night, I told her not to pay DirecTV, she said it will be late and they will probably shut it off.  I replied to her  the fact that the  account seems stuck, countless people have assisted trying to do anything to correct the issue, including switching plans, changing passwords and anything and everything else,  I don't think they will be able to shut me off!   

Be very careful about not paying your bill. Yes, they might cancel your service. But worse, it can affect your credit rating, especially if the bill goes to a collection agency. 

One weird thing on my issue... After I ordered my satellite install I received the email saying I can watch PRIOR to my install.... so that day, while I was trying to get that to work with customer service, I added the Movie Extra Pack to my CHOICE package.... and almost immediately I was able to watch those few channels on my apps... but ONLY those few. Then after my equipment was installed.... now I cannot oven view those. Just hoping that the more info DTV has the better. I hope progress is being made.

Just to add to the thread, I’ve been experiencing this issue since 12/17. Support - Im already being helped in a chat, no need to reach out. I’ve also been told it’s a widespread issue as of today, but I’ve been without streaming access since I upgraded to a Genie 2 in December. I know @janicelehman is experiencing the same

issues too. To save everyone some time, no amount of troubleshooting will work- I’ve spent 15 hours on the phone. It’s on Directv’s side. I will note that after two months of troubleshooting, they only just finally acknowledged this as a widespread issue today. Prior to that, I had to re-explain the issue every single time to a new support rep. Frustrating 

There appears to be some progress on the issue this morning. There was a "Watch" Button online , it attempted to authorize but got stuck at 100%

On the iPad after uninstalling/reinstalling - it goes through a long "Verifying" process and then says "Sign In Error"

I did not reinstallon my phone.  I was able to click "Watch", and it said Streaming isn't available at this time

I was able to enter the IP address of my HR54 DVR and it tried to authorize, which is a point it never made it to before but failed in that process saying it could not connect.

Having a similar issue. My DirecTV login isn't working for streaming apps, and if I log into the website, it says I don't have any TV services. My receiver does work however.