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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.

Community Support

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19.6K Messages

2 years ago

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

New Member

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19 Messages

2 years ago

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...

New Member

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5 Messages

2 years ago

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:

Not available with your current programming package.
You can enjoy this and many other programs by upgrading your TV package.
2
WCBS

Community Support

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19.6K Messages

2 years ago

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

New Member

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19 Messages

2 years ago

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.  

Community Support

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19.6K Messages

2 years ago

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

New Member

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16 Messages

2 years ago

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.

New Member

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19 Messages

2 years ago

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.

New Member

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19 Messages

2 years ago

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!   

ACE - Sage

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45.6K Messages

2 years ago

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. 

New Member

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16 Messages

2 years ago

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.

Community Support

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19.6K Messages

2 years ago

Hi @jwchancey we want to help to stream your favorite programing.

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).

Julian, DIRECTV Community Specialist

New Member

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8 Messages

2 years ago

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 

New Member

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19 Messages

2 years ago

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.

New Member

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2 Messages

2 years ago

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. 


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