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tonezone

Mentor

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5 Messages

Tue, May 15, 2018 6:20 PM

Loss of local channels

I talked to a supervisor who said he was going to escalate my inquiry to see why i lost my local channels, but shortly after he said that, the line was disconnected. As part of the new update to AT&T TV NOW I have lost the ability to watch my local channels on my work computer. My work computer is located in a 48197 zip code and tied to a work ethernet connection. My home location is a 48186 zip code, which is 30 minutes down the road. Before this major AT&T TV NOW update, I was able to watch my local channels from my work computer. Effective today, with this update, FOX and CBS are not even listed on the channel guide, and ABC and NBC say the following when I click on " Program Not Available on this channel in your current location." So, initially AT&T staff was trying to tell me the zip code of my IP address didn't match where I currently was, and that is why. However that is crap because EVERY DAY for the 2 months I have been  subscriber, I have  been able to access my local channels on this same exact work computer. I have also been able to access from other independent locations, such as the gym. Now, magically today, in correlation with this update I can not. Further proof the theory they are giving me is garbage: I HAVE NOT yet updated the AT&T TV NOW IPHONE app in dear of losing my local channels. So, i open the OLD app on my iPhone, which is on the SAME INTERNET CONNECTION as my work computer, and I CANNNNN watch all my local channels. Oh, need more proof this is a glitch as part of their new service? If I go to the OLD AT&T TV NOW website, which has the OLD GUIDE and OLD SERVICE, I can watch my local channels from my work computer. So basically, I just want someone from ATT to actually acknowledge this is a screw up and fix this immediately. Unfortunately, it just seems they are in their own world of crappy service right now and have no desire to help. 

Responses

Accepted Solution

Official Solution

ATTTVNOWHelp

Community Support

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2.2K Messages

2 years ago

Hello Community and @kgbetzing @tonezone @jojojo1 @indigovalley57 @xxmrvenezuelaxx

 

To ensure you are able to view your local channels, there are some things you have to check:

  1. Make sure your local channels will still be available in your home zip on the new app. Even though you have checked before, please check again and confirm that those are still available.
  2. Restart the app and possibly the device.
  3. You can also uninstall and reinstall the App to ensure you have the latest version and all information is synced.
  4. If you're still having issues, please reach out to us in chat and be prepared to provide your account email, zip code (if your geo-location zip-code is different than your billing zip-code, please include both), and what channels you are missing.

 

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We recently discovered that some people were previously provided local channels outside their home area.  We understand the inconvenience of no longer being able to view these channels.  We hope to have locals launched in your area in the future.

 

----

 

-ATTCare

*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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3 Messages

2 years ago

I have an AppleTV 4K, and multiple AppleTV HDs.  All are running tvOS 11.3.

 

My home address and billing address is in Minneapolis.  I have two AppleTVs at a cabin two hours north of Minneapolis, but based on the zip code check, I should, and have indeed, received the exact same local channels I get in my primary home in Minneapolis.  

 

I have been a DTVNow customer from day one, and the locals have always worked at home and at the cabin, from the first days they became available.

 

On the previous versions of the Application, 1.x, which is still installed on the AppleTV HDs, I have the proper local channels for Minneapolis at the cabin.

 

On the 2.0.0 version, on the AppleTV 4K, I get Washington DC locals at the cabin.  My GEO IP test at the cabin show Chicago for the location.

 

On the beta version on the AppleTV HD at the cabin- I get Chicago channels, which I guess makes sense - but still not what I need.

 

**Something has changed from the 1.x version to 2.0.0 in terms of how it determines which locals should be available. **

 

Location services are enabled on all AppleTVs generically, and both Apps have location services enabled while the application is in use, and both AppleTVs are connected wirelessly, to the same WiFi network and SSID, and both are connected to the same TV.  

 

For now, I have turned off auto updates on the AppleTV HD, so that I can keep my locals on the version 1.x, but I am hopeful there is a solution at the account level or some setting I can tweak to get the locals back.   Not only do I not want to watch DC or Chicago local news, I repeatedly get errors on some shows stating that they are not available.   Fingers crossed for a fix!

beww357

ACE - Master

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4.6K Messages

2 years ago

 

**Something has changed from the 1.x version to 2.0.0 in terms of how it determines which locals should be available. **

 

There were probably backend changes along with the new app, that's more likely what effected your locals.

 

Might be interesting to turn off location services and see what locals you get. 🙂

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
kevkrom

Guru

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348 Messages

2 years ago

Annoying, yes, and hopefully just a temporary glitch due to the new rollout. Every major rollout seems to play havoc with the back-end servers for a day or two.

Tutor

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3 Messages

2 years ago

I gave it a try on the AppleTV HD on the 1.x version and the beta version, and immediately it pops up and says “where are you?”, and you have to go back an re-enable location services in order to use the app.

Tutor

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3 Messages

2 years ago

My concern is that there is something fundamentally different in how they check on location.   Hopefully it can be fixed.

Contributor

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2 Messages

2 years ago

After the upgrade, Tampa has lost NBC, which would lay went live a month ago (and was actually the Orlando NBC). Help!!

beww357

ACE - Master

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4.6K Messages

2 years ago

I guess the question is *should* you have been getting the locals on your work computer? What does the lookup tool say?

 

It appears they have made some change to their geolocation system, which shouldn't bother the ATVs, but might effect other devices, like computers.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
tonezone

Mentor

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5 Messages

2 years ago

Channel lookup tool says i should be able to access in my current zip too. And according to their website, should be able to access local channels anywhere when traveling, so this is clearly a major glitch in the update that needs someone from ATT to address and fix. 

Tutor

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1 Message

2 years ago

Same issue. I was getting CBS, Fox, and NBC now after the Apple TV app updated I no longer get any locals. Looks like I'll be switching to Youtube TV after this.

bcbsncjlj

ACE - Expert

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19.5K Messages

2 years ago

All my locals are showing in the guide using the PC.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
tonezone

Mentor

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5 Messages

2 years ago

 glad it works for you when it is not for me and others! enjoy! at least you are getting what you are paying for! 

bcbsncjlj

ACE - Expert

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19.5K Messages

2 years ago

I am sure I will be having other issues.

Award for Community Excellence 2019 Achiever*
*I am not an AT&T employee, and the views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.

Tutor

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5 Messages

2 years ago

After my Apple TV upgraded the Directv Now app to the new DVR version we have lost ABC, CBS and NBC local live channels. 

Tutor

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4 Messages

2 years ago

I was getting locals from the old app but after updating with the new version app, I lost all my locals and not very happy about that. DirecTV Now customer service or anybody know anyway to get them added back?? I have Apple TVs, Fire TVs and Roku’s but so far new update is only available on Apple TV and iOS. Thanks in advance for your help. 

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