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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

Contributor

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1 Message

2 years ago

Updated to new this week...now I have no nbc cbs or abc....what kind of improvement is this? I checked YouTube live and Hulu both offer and my local channel and the national programming offered by nbc abs or cbs...live in Savannah ga...will this be fixed before football season 

dtparker

Teacher

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24 Messages

2 years ago

Yes, I had 2 ABC, 2 FOX and 2 NBC, as I am within the service area of 2 metros.  Only 1 CBS, because the CBS in the other metro is not carried by DTVN yet.  Since the upgrade, I have only a single instance of the above networks. In the old DirecTV Sat days, I also got all these channels which is why I believe I am covered by both Metro areas.

 

Contributor

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1 Message

2 years ago

Before the new upgrade, I had all 3 networks.  If I log into Directv Now via web, I still have the networks.  Yet on AppleTV, the networks are no longer available.  What gives?

Contributor

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2 Messages

2 years ago

I am also in Zip Code 48197 and have lost my local channels too.  I can access them on my tablet but not on my computer or TV's.  I have been subscriber for about 4 months and was able to get local channels on everything until this recent update.  They can keep the DVR feature, I just want my local channels back....;-)

Eyball

Mentor

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49 Messages

2 years ago

Still waiting for my Boston locals.  I’m sick and tired of watching the Hartford news!!!

VIPER31415

Professor

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971 Messages

2 years ago

On the regular app on fire tv i still have local channels just not in my area but since beta and new update on Apple TV i no longer have local channels so from time to time i watch DirecTV now on fire tv (regular app) just to watch the local shows until they update it. 

Tutor

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2 Messages

2 years ago

I have the same exact scenario. I live in TX but when I use the new web version of DTN it seems to think my location is Portland, OR. As a result, it shows local channel listings according to Portland and, of course, won't play them since they're not available in my area. No issues on any of my other devices (Roku, iPad, iPhone).

 

Here's a workaround I just ran across based on a previous post in this thread:

  1. Login to your AT&T account on att.com and go to your Account Overview
  2. Scroll down and expand the box for "My DirecTV NOW"
  3. Click "See what's on"

This launched me into the old version of DirecTV Now with the right local channels and all my previous settings (favorites, continue watching, etc.). I hope this helps at least one other person.

 

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Teacher

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9 Messages

2 years ago

Update: We have implemented an update that will hopefully resolve most people's issues. Please still follow the steps above if you are still having issues.

-DIRECTVNOWCare

Uhmm, no you haven't. I just got off the phone with one of your Customer/Tech Support Supervisors and this is still an issue. Why, if this was broken in the Beta App and Beta website, did you release this to the mainstream App? I would love to hear from the people responsible for this decision that worked on your Beta app because I was in that program and have reported this issue on the feedback option for that on numerous occasions since the onset of that program. Your company is starting to lose all credibility and accountability in my mindset.

Teacher

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9 Messages

2 years ago

Re: Loss of local channels

I have the same exact scenario. I live in TX but when I use the new web version of DTN it seems to think my location is Portland, OR. As a result, it shows local channel listings according to Portland and, of course, won't play them since they're not available in my area. No issues on any of my other devices (Roku, iPad, iPhone).

 

Here's a workaround I just ran across based on a previous post in this thread:

  1. Login to your AT&T account on att.com and go to your Account Overview
  2. Scroll down and expand the box for "My DirecTV NOW"
  3. Click "See what's on"

This launched me into the old version of DirecTV Now with the right local channels and all my previous settings (favorites, continue watching, etc.). I hope this helps at least one other person.

Even though your solution did not work for me I still gave you Kudos for at least providing additional troubleshooting steps that in 3 chats with @ATTTVNOWHelp I had never been provided with. Sadly I am still getting the Portland, OR local channels and the DirectvNow Support Supervisor I spoke with earlier said my IP address they have saved is pulling back for an ISP I've never heard of(not even in my city) and for a city I've never even visited in my entire life(New York City). However, I have checked multiple geolocation IP websites and they all provided me a different IP address than the one DTVN is showing in their system. My guess is in their Beta code where this issue began they have some default geolocation set for customers and some underpaid Offshore Developer forgot to remove that before the code was release out of Beta and into the live Stable release of the Software. Of course, getting DTVN folks to admit that is like pulling teeth.

 

I am here to continue to shed light on the fact that I was in the Beta program and it's always been an issue in the Beta. I provided feedback, to DTVN via that program, about the issue numerous times but they never did anything to fix it. Eventually, I just figured that surely they will fix before releasing this out of Beta and on to the Stable Platform. Guess I was wrong and nobody at DTVN did any sort of Quality Assurance/Analysis testing before releasing this updated software, which, is just bad from a software management perspective let alone a customer perspective.

 

I work at a software company and understand that bugs do happen but when they do you have to be ready to put it through extra testing. It's especially true when you discover bugs in a Beta program for new features. The last thing you want is to release a bunch of new features that don't work or that breaks current functionality for your users. Also, it's imperative to listen to feedback from customers and take it seriously during a Beta program, especially, when they tell you something is wrong. At the company I work for, we will investigate it numerous times and put it through a ton of additional code testing before we will deploy the code changes to the Stable version of our Product. I would hope DTVN does the same but my experience so far with this Beta program of new features has been anything but.

Brand User
ATTHelp

Community Support

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127K Messages

2 years ago

@packerfan_06 - Thanks you for posting on DIRECTV NOW Community Forums. We understand that you are missing your local channels. We can help you with that!  Have you tried to uninstall and reinstall the DIRECTV NOW app, then restart your device? Please try these steps first. If there is anything else you need please return to this thread, and we will be more than happy to help you further.

You can also post with our Twitter page @DIRECTVNowHelp or our Facebook page. Yvonne Social Media Specialist

Still need help? Ask a question! Our 1.4 million members typically respond within 1 hour.

*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.

Teacher

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9 Messages

2 years ago

ATTCares I love that you direct people to Twitter where your competitors do a better job of responding to your customers than you do.

 

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Eyball

Mentor

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49 Messages

2 years ago

I can say that if this issue goes into week 2, I’m looking to drop AT&T altogether.

Tutor

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3 Messages

2 years ago

I believe everyone has tried that several times and that does not work so it would be best to stop posting that solution
Anonymous

New Member

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25.7K Messages

2 years ago

This did not solve anything. In Eau Claire as above. Before update, I got the Minneapolis locals, with the new APP I have lost ALL network programing. This will be a deal breaker for me.

Teacher

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7 Messages

2 years ago

I've been Googling this bc  I have HULU and 2 days ago (today is 5/18/18) I lost local channels in the New York market. HULU told me it's a glitch that's being worked on. I'm furious but maybe there's an issue with locals on ALL?

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