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Tutor

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6 Messages

Wed, Sep 19, 2018 3:12 PM

Alexa and DirecTV - We were unable to link DIRECTV at this time.

I have seen a few of these threads and thought I would create another that contained all the information I could gather.

 

1. I had this working properly. Alexa had been linked to my DirecTV HR34 and it was glorious.

2. I requested that my DirecTV account be merged with/migrated to my AT&T account. I had hoped for some savings there, but haven't seen what was promised yet (but that's another story).

3. After the migration process began, my link between Alexa and DirecTV account seemed to be malfunctioning. From the support posts I had seen, I decided to follow the recommendations to remove the DirecTV skill and re-establish the link. When I attempt to link the skill now, and I use my AT&T credentials as directed, I receive the error, "We were unable to link DIRECTV at this time. Please try again later."

4. I gave it time, tried again later, and did so repeatedly for a couple months. This includes waiting for the account merge process to fully complete. Still, no dice.

5. I contacted AT&T support several times (yesterday, I went through six analysts) and they could not assist. Providing me the default support sites and directing me to the proper steps for establishing the link is not helpful. I already know how to properly set this up (see no. 1 above).

6. I have also been directed to contact Amazon. I did, and they claim this is not their issue. I tend to agree with them. The AT&T account unification is what fouled things up here, and that has nothing to do with Amazon.

7. I have seen some posts say that users have seen this error and the resolution was to use their DirecTV login rather than their AT&T credentials. That likely works for those without unified accounts, but for those like myself, we only have AT&T credentials now.

8. I'm in limbo...

 

So, my theory is that killing the DirecTV account during the merge/migration - and I did indeed have two different accounts, one for DirecTV and one for AT&T - is the likely cause for this problem. I inquired as to whether I could re-enable my DirecTV account, or if there were a technical step that still needed to be taken in the background, but I did not receive an answer. DirecTV does appear on my unified billing page within AT&T, but something else appears to be missing. Again, just a theory.

 

Anyone else? Thanks.

Responses

Accepted Solution

Official Solution

Brand User
ATTHelp

Administrator

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108.6K Messages

a year ago

Hi @stchrispin,

You may need to link your accounts under one access ID since they have been combined. Let us know how well this works for you.

Dee, AT&T Community Specialist

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Tutor

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6 Messages

a year ago

I appreciate the reply, but after several attempts, this process will not work for me. I tried several different combinations, but the bottom line appears to be that I can only utilize my AT&T credentials, while my DirecTV credentials no longer exist (as I was trying to convey above). When I follow the directions on the link you sent, logging in with my previous DirecTV username and password will not work. The only way to successfully authenticate is via my AT&T credentials. And once I login, I am not prompted to "add DirecTV" or anything like the instructions state. My accounts are already unified, as I said. I feel like somewhere in your system, my old DirecTV profile exists and has not properly migrated over. I have no way of accessing it or importing it into my AT&T account. I need someone on your end to do that, or perhaps additional details that fit my particular situation. Thanks.

Brand User
ATTHelp

Administrator

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108.6K Messages

a year ago

Good morning @stchrispin!

We'd love to look into this for you here! To fully assist with this issues further, we will need to look over your account in more detail.

I am sending you a private message (PM) to help in this matter. Please check your forums private messages and reply to my message.

I look forward to your response and the opportunity to help you!

Yetty, AT&T Community Specialist

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

Contributor

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2 Messages

a year ago

Did you ever get any help with this? I have the exact issue.

Tutor

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6 Messages

a year ago

Unfortunately, no. The Admin above attempted to help for a couple days, but we got nowhere. She said she was escalating the issue internally, but I received no additional support or even contact.

Contributor

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2 Messages

a year ago

Thanks. I've done a little more research into the problem. We are not alone. On Amazon, countless people are experiencing this and have been for quite awhile. Maybe with all the complaints, ATT/DirectV will address it. I hope so.

Contributor

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1 Message

a year ago

I have the same issue with a merged account. I also called att and the suggested I login with my email. Didn’t work. I’ve tried at least 50 times now. I have a mess of att ids going back to sbcglobal.net and att.net accounts. None work. There must be some way to clean up the account so I can use this. 

Tutor

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4 Messages

a year ago

I’m experiencing the same “unable to link at this time erro” with recently combined accounts.  I never tried linking prior to combining accounts, apparently it works.  Any one have an update on the status of this bug?  Thx!

Contributor

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1 Message

a year ago

I have the same issue. Merged Att account with DirecTV. Alexa will not enable skill 

Tutor

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4 Messages

a year ago

Hello jbrianb,

Thx for your reply. Were you able to link before your accounts were merged?

Tutor

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4 Messages

a year ago

We are having same issue. Any luck

Tutor

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4 Messages

a year ago

Hello Luv4mar24,

Issue remains unresolved. This is a software bug that requires ATT software development team to resolve. I’m unsure if it is being addressed at this time. It’s a wait and see situation by continuing to attempt to link the accounts every so often. Did it work for you prior to merging your accounts?

Tutor

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5 Messages

a year ago

Same Issue here too. The problem is AT&T and they don't care. as long as we keep paying them they don't care. Direct Tv has major issues like no on demand.l It does not work. and none of there so called techs. (people just reading from a script of simple possible fixes) can fix it.  So I would not expect this issue to rise to any concern on their part. The only hope is that Xfinity takes them over,

Contributor

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1 Message

a year ago

I’m having the same issue. My accounts have been merged and Alexa will not link. I have all of the latest Directv equipment as well.  I’ve tried all avenues, refreshing, unplugging, etc.  Nothing works.  

Tutor

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4 Messages

a year ago

Hello Charlie9119,

This issue is an ATT/Directtv software bug. There’s nothing the user can do to resolve. Undetermined if it will ever get fixed.