J

New Member

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15 Messages

Thu, Apr 9, 2020 8:35 PM

Can't Stream WatchTV on PC for Last 3 Weeks!

I've already contacted AT&T's live chat support about this (and was told it would be escalated, but never received any kind of follow-up response) and have commented/followed the many other threads that already exist about this. I'm using a Windows 10 computer running the latest versions of Google Chrome and Microsoft Edge browsers. For the last three weeks or so, I have not been able to stream any WatchTV content (live TV or on-demand programming) via the WatchTV website. It was working fine, then suddenly stopped working with no changes to anything on my end. I'm able to log in to the website without any issues and can see the shows available, but when I click on a channel/show to watch, I either get a static screen with the name of the channel and episode (but without any actual content streaming), or a black screen. Nothing streams at all, and I've already tried clearing my cookies and cache, using Incognito mode, having the live chat agent resync my account, etc. This issue is affecting many of your customers and has already persisted for several weeks now, PLEASE provide an update/resolution, and don't ask me what browser I'm using or any of your other standard boilerplate responses. I've already exhausted all of the troubleshooting suggestions on my end, and the issue is with AT&T's service, not your customers' computers. Also, I'm still able to use the WatchTV app on my Android phone/tablet and using my Amazon Fire TV stick, but I prefer watching content on my PC while working on my computer and am paying for a service that I haven't been able to properly use in nearly a month!

OttoPylot

ACE - Expert

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15.9K Messages

2 y ago

Given what is happening globally don't expect a repsonse soon or even a quick fix. It (Edited per community guidelines) but you'll just have to wait. At least Android is still communicating with AT&T. Sounds like Windows doesn't want to place nice with AT&T, or vice versa.

(edited)

Mentor

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37 Messages

There is always an excuse, a reason why, a justification etc....whatever. This tv service will die off sooner or later. And they will come up with more pricey services, and will try to let us know how valuable their new service is and bla,bla,bla.

All about the pretty words.

(edited)

Contributor

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5 Messages

2 y ago

I've been having the same exact problem with WatchTV as you have. I know it's little or no comfort but apparently a lot of people are having this same problem with viewing WatchTV on their computers (one live chat agent told me this). Like you, WatchTV works fine on my phone (iPhone) but when I tried it on my PC all I get is a blank screen. Again like you I can see the options for all the shows that are available but when I click on any of them it starts to load (blue bar at the bottom) and then...nothing. Just a blank screen.

As with you this has also been happening to me for the past three weeks. I've contacted their live chat once a week and get told the same things as you probably were (clear your cache and cookies, try to view in incognito mode, etc.). The agents are also fond of making empty promises like it will be repaired in a few hours, later today or 24-48 hours. I mean it's clear they're just reciting from a pre-written script since I hear the same thing every time. Today I had a new one though where the agent promised to transfer my chat to another department in order to get credit on my phone bill for WatchTV not working. The agent that he transferred me to claimed that he couldn't help me with any credit as it was the wrong department, thanked me for being and AT&T customer and then closed the chat before I could say another word. Just the worst customer service anywhere and believe me it's not because of the COVID-19 pandemic. I had a similar problem with DIRECTV NOW a few years back until I got rid of it. The customer service was bad then and it's bad now, virus or not.

New Member

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15 Messages

@Bookster I spoke with another chat agent yesterday, and she told me that she was going to issue me a $10 credit, which should post in a few days. She was really nice and said that this is affecting many customers, and that AT&T is aware of the problem and is trying to determine the cause and come up with a fix. I was glad that she acknowledged that this is a known issue on AT&T's end, and didn't make any empty promises. I would suggest contacting the live chat support again to request a partial credit. I'm not sure which department you spoke with, but you can start a chat from the WatchTV website (go to the FAQ page at https://www.attwatchtv.com/faqs and scroll to the bottom). I do understand that we're in the middle of a global pandemic, but a lot of people (especially in IT) are able to work from home, and for me (and I'm sure for many other people as well), being able to use WatchTV is even more important now than it was before, since I've been streaming CNN constantly and rely on it to stay informed.

Contributor

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5 Messages

@jlthompson76 Hey thanks so much for your reply. Believe me I am well acquainted with the WatchTV chat :-/ I've used their chat a number of times in the past 3 weeks and each time they have been unable to help. Yesterday one chat agent said he would refer the chat to AT&T phone chat so I could get a credit, then when he transferred the chat the new agent said he couldn't help me with a credit as they were the wireless chat and then he abruptly ended the chat. So when I saw your message I tried contacting AT&T by phone, was put on hold for over 40 minutes, transferred to several different departments before one agent told me that she couldn't give me a credit while the problem was ongoing; she said she could only give me a credit once the problem had been solved and service was back online. It was absurd and just terrible customer service. It sounds like you got very lucky with the chat agent that you got.

So I just tried contacting them through the live chat again and received a robot message that it was busy and to try again later. I'm about ready to give up and move to SlingTV.

ETA: I tried one more time to access WatchTV just now and it finally seems to be working, at least in incognito mode. Right when I was about to give up for good :-D

(edited)

Mentor

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37 Messages

I gave Up on it. At this point I couldn't care less much for it and went head and changed to a more affordable wireless plan. $80 a month was a lot for me. I lost AT&Twatchtv but I got tired of this ongoing problem. I have cleaned the browser's cookies etc...

Even now that we have to be home all the time I was not using this service.

Tutor

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12 Messages

I will believe the "credit" when I see the credit. The customer service agent have no purpose in life other than ending the phone call. The current pandemic limits project moving forward and in turn would open up resources to address the issue with ATT Watch TV on Windows systems. The scripted fixes don't work. Telling people to wait hours or days for a fix is nothing more than an attempt to end the call. The hang ups are an indication of a decay of AT&T as a whole. I posted on Twitter in addition to the support forum without response, let alone a resolution.

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