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New Member

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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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2 Messages

2 years ago

@directv how about an update? 

Community Support

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19.6K Messages

2 years ago

Hi @CMM042! Thanks for bringing this to our attention.

Let's work on a fix together. Please check your DIRECTV Message Inbox (It's the chat icon next to the bell icon in the upper right corner of the Forums).

We will be there waiting for your answer.
 
-KarenR DIRECTV Community Specialist.

Community Support

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19.6K Messages

2 years ago

Hi @jwchancey  we want to take a closer look at your online account.

We just made this post private to check other options for your DIRECTV app.

Julian, DIRECTV Community Specialist

New Member

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19 Messages

2 years ago

I'm in the chat also.  I suspect there needs to be app updates but still can't connect to my new DVR or login to the iPad.  I can stream on my phone but I never logged out.  Can't connect to DVR on phone but at least it "sees" it.  If there is anything I need to do please let me know

New Member

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19 Messages

2 years ago

As of about 2:30pm Eastern/US I am able to watch live TV on the iPad. It has pulled in the shows I have recorded on the new DVR, allows me to watch them. Thanks for all your help.

New Member

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16 Messages

2 years ago

No change here... still cannot watch on a browser, iphone OR android tablet. And still cannot find my DVR receiver. I get NO channels that show up when I browse for "My Channels". Screenshot from my Android tablet app...

(edited)

New Member

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19 Messages

2 years ago

Earlier today I did the red button push, refreshed the receiver, uninstalled reinstalled the app, not sure if that made a difference or not.  For a while when I did check it it seemed things were in progress..so maybe it's coming your way soon.

New Member

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16 Messages

2 years ago

FINALLY !! Looks like my issues are resolved.... app streaming, DVR availability all working as they should at this time. THANK YOU DTV. It came on slowly over a day.. one piece at a time. So if you see improvements, be patient!

Community Support

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19.6K Messages

2 years ago

We're glad to read everything is working now. If further help is needed, do not hesitate to reach us back, we'll be happy to help. Carlos, DIRECTV Community Specialist

New Member

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2 Messages

2 years ago

@paulowens001 

Did you ever get you issue fully resolved?

I spent 6 hours 1 week ago and was bounced around to every department.  I was eventually told the "engineering department" was aware of the issue and working towards a solution. 

I can't watch online or on any app even though I subscribe to the channel (ie showtime anytime, abc, espn, etc....)

Community Support

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19.6K Messages

2 years ago

Hi @jmarkhill13, we're here to look further into this issue and get it resolved.

 

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

@jmarkhill13 Yes my issue was resolved.   I would go through the process of the uninstall/reinstalled, reset receiver, refresh again.   Forget about mentioning mobile devices, if you "Need to upgrade your package" when using a web browser then nothing else will matter.   I found that using the chat support feature, the ability to post screenshots helped clarify the issue.

New Member

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2 Messages

2 years ago

@DIRECTVhelp I see the bell and to the right is a J and menu for "view profile" "profile settings" and "sign out" not seeing any chat inboxes...

New Member

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5 Messages

2 years ago

@DIRECTVhelp 

Well, my issue is not 100% resolved. My devices (iPhone, iPad) seem to be working fine but my Online access is limited. I can watch some channels but no others that I know I should have access because I can access those channels on my devices.

Help!

Community Support

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19.6K Messages

2 years ago

Hello @Frank3389, Thanks for reaching out to us.

We can see that you've reached us previously. Do you still get the error code/message when you try to stream your service via DIRECTV app/website?

Sophia, DIRECTV Community Specialist

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