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7 Messages
Streaming devices state they are buffering then hang, Says no Internet! Not True
I have 4 streaming devices, which have never worked reliably. I have called the DirecTV help desk about a dozen times.
The problem starts with video stopping and a little spinning blue circle followed by a message that says "the video is still loading. Thanks for your patience." Then states "The program is taking much longer than usual to play. This usually happens because of a slow internet connection." "Try Again" I select that and it comes back after a long pause to say " No Internet Connection." " Please run network diagnostics to test your connection, or check your network settings." Then it has the following underlined and I select it "Run Network Diagnostics" The thing runs for a while and then states "Your DIRECTV device isn't connected to the Internet. Consider rebooting your router or contact your internet service provider ISP". The blue internet light on the device is on all that time indicating the box has internet.
Other devices work like my laptop and another DirecTV device. I have had the boxes replaced, some more than once. I previously upgraded to AT&T 50 Mbs internet. When it hangs speed test says I have 37 to 41 Mbps. Nothing has fixed this intermittent problem! I have to unplug the device to reset it, or sometimes the little red button will reset it.
A sales rep for a new home builder says he has the same problem. How many people are having this problem? I think the streaming device setup is unreliable. How many people have this problem?
detuch254
ACE - New Member
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5.2K Messages
3 years ago
This problem is linked to just you. What four of your streaming devices have this issue? How far away are they from the router? Was this an issue in the past? Have you tried things like rebooting, reinstalling the app, etc?
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Ludwick577
ACE - New Member
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3.6K Messages
3 years ago
I had this issue last month. Message saying "device offline" even with the blue and green lights working on the front. Think it was a glitch with the last software version b/c since the last update mine hasn't done it. I resolved the issue when it did happen by rebooting my cable modem/router.
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Rono
New Member
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7 Messages
3 years ago
detuch254 Thanks for your response. All 4 devices have the problem. It's intermittent but the one hangs every week or more often. I'm in a 2 BR townhouse, so none are far from the modem. The AT&T modem is sitting in the open, on a desk. It has been replaced per AT&T advice. Rebooting it has not resolved the problem. Yes, this has been an issue since the first week they were installed. Yes, rebooting the streaming device with the red button infrequently works, but unplugging it for 15 seconds is usually necessary to reset the devices. Yes, I have done the software updates on the devices.
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Rono
New Member
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7 Messages
3 years ago
Ludwick577 Thank you for your experience. I have rebooted the devices and the modem, but one or another device will hang again within a week. I don't think this is stable enough for my family.
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Ludwick577
ACE - New Member
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3.6K Messages
3 years ago
What is your software version number on the Dtv Stream box?
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Rono
New Member
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7 Messages
3 years ago
https://forums.directv.com/users/613126b0888f1a423d1d4e33
Ludwick577 I hope this url posts this so you are alerted. I don't see how to reply on this forum.
I'm going to send you a screenshot of the version. Update check says it's up to date.
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Ludwick577
ACE - New Member
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3.6K Messages
3 years ago
Yep that's the current version. I was asking b/c they roll out software updates even though you check for updates --they don't send them all out at the same time. My glitch stopped after that update was downloaded. So not sure what your issue is...might be your ISP.
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Rono
New Member
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7 Messages
3 years ago
Ludwick577. Ok thanks. The provider for internet is also AT&T. They replaced the modem when directed by the streaming business. Also, I don't seem to have any issues with my laptop or phone. But streaming video has to be a lot more taxing on the infrastructure than email I'm sure. Thanks again for looking at it.
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