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Stacylb30's profile

Tutor

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3 Messages

Sat, Apr 28, 2018 10:51 PM

On demand does not work!!!!

I’ve spoke with tech support a few times. They are supposedly getting this issue pushed through to the engineers or whatever but I’m seriously regretting switching from Hulu and Netflix to this service and I just started my 2-year agreement. The on demand service does not work. They’ve troubleshooted. Reset the modem and I’ve connect my genie directly to my internet modem. Still will not work. Ridiculous. One of your techs suggested it was my internet equipment that is the problem however it works fine with everything else we use to stream. I do not feel I should be held to a 2-year agreement since you are unable to deliver the services I was told I would get for my money. I will return the $200 gift card amount and you can collect the equipment and I will return to my cheap but reliable Hulu and nextflix and get over the want to watch live tv. It’s over rated anyway! I will call to push this through if no one contacts me first. 

Accepted Solution

Official Solution

Community Support

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263 Messages

4 y ago

Hello and good evening @Stacylb30.

 

Thank you for joining and participating in the Community Forums.  I personally enjoy the On Demand feature to view missed shows, and premium movies.  I want you to experience this great feature.  I have some suggestions which may help you correct this.

 

The DVR’s guide data may become corrupted, which may be causing the service issues you are experiencing.  I recommend to reset it  to factory settings rebuild its guide data.  This will delete any recorded programs, customized preferences, playlists, and favorites.  You can initiate the process by:

 

  • Press and hold the blue power button on the front of your receiver/DVR.
  • Release after twenty seconds.

 

You can review these steps here.  Let us know if this helped you out.  I wish you the best, and have a great day!

 

Richard, AT&T Community Specialist

shannon02

ACE - Expert

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15.3K Messages

4 y ago

Be prepared for the ETF then as DTV is still providing sat service that is the only thing you are paying for, internet access is not required.  You own everything but the receivers and are they are the only things DTV will take back. This is a customer to customer forum and nobody will contact you.

Have you tried resetting the network defaults and  then reconnecting to the internet?

Tutor

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3 Messages

4 y ago

Thanks for the info. Not sure what all they tried. I’ve troubleshooted on phone and chat a couple times. I have it connected directly through Ethernet cord for 3-4 days now and still doesn’t work. So frustrating. I will keep trying different things. 

shannon02

ACE - Expert

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15.3K Messages

4 y ago

 When you press and hold the dash button is it coming back as internet connected?

Tutor

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3 Messages

4 y ago

Yes it does. I’m connected with Ethernet cord too. When I tried to connect wireless it kept dropping but not since using the cord but it still will not let me connect to on demand. Keeps saying not available.
lryan24

Teacher

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15 Messages

4 y ago

Give up on this, I have been so called "escalated" to the highest department where i have a direct line with a pin number to be in contact with a case manager. So far i have seen zero results, I have been dealing with this department for over a month now and have had on demand problems since January.  The On Demand used to work then all of a sudden stopped. My genie is connected and all ports have been opened. I have had countless tech phone calls going over the exact same routine so called "troubleshooting" and a total of 5 driectv service calls, 2 AT&T uverse internet service calls with absolutely zero results.  The one company blames the other company for not working, I don't give a crap who is at fault just fix the stupid thing.  They tried to say on demand is a complimentary service and i'm not paying for it, that's complete crap, they advertise this service as part of what you receive if you sign onto their service, so therefore if i pay for directv service i am also paying for the on demand service. This situation is starting to put a strain on my marital relationship because of so many phone calls/service calls taking up what should be family time. My wife had an other provider when we met and i talked her into going with directv when we got married, now almost everyday i have to here "you know i never had any problems with on demand with my old provider". Trust me when i say you know just as much if not more than the so called expert replying to you. The best advice i can give you is talk to the loyalty department about your situation, they are giving me my internet for free until they figure out the problem but at some point i think i am going to have to cut service because i feel they will never figure how to fix it, good luck!

New Member

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1 Message

5 m ago

I am having this same problem — and have had FOUR phone calls with WT&T support SND had a technician come out to check all hardware, but it is now July of 2021!  Is this STILL an issue THREE YEARS later?!?  Starting to regret going back to DirecTV. .


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