Announcements

For the latest on our response to Coronavirus (COVID-19), click here.

Community Support

 • 

1.1K Messages

Wed, Mar 15, 2017 4:50 PM

DIRECTV On Demand Playback & Movie Download Issues - Error 927

 

error927.png

 

We all enjoy taking a little down time! Taking a walk, riding a bike or spending time with family are a few ways. Watching a movie is one thing we all enjoy, but sometimes that can be interrupted by pesky error codes. If you are trying to watch a movie and see Error Code 927, we have a few fixes that may help resolve this error. 

 

 

Verify Your Internet Is Connected

DECA Connection & Status

If your system uses a DECA, make sure power is On and Network is Green. If equipment was moved, make sure everything is still connected. Sometimes cables may loosen or disconnect. 

 

Reset The Modem

In some instances, a reset of the modem will resolve internet connection troubles. If you have a U-verse modem, click here for troubleshooting information. 

 

Check The Internet Connection On The Receiver

Press the dash (-) button on the remote. 

If you see Not Connected, perform the following: using the remote go to Menu > Settings & Help > Settings > Internet and select Reconnect Internet 

 

Reset The Receiver

In some instances, a reset of your receiver is a quick fix. Near the access card is a red reset button. Press and hold that until the receiver reboots. 

 

Chat With Us

In some circumstances, you will need to contact us to resolve this if the above steps do not work. We will need to know what On Demand Title you were trying to watch and what network that title is on. 

Click here to chat with a DIRECTV agent. 

 

ChrisZ, AT&T Community Specialist 

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

*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.

1 Attachment

Responses

Accepted Solution

Official Solution

Community Support

 • 

1.1K Messages

3 years ago

Are you seeing error code 927? Is your On Demand content not playing? Not to worry! Check out some helpful tips above!

 

-ATTU-verseCare

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

*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.
Juniper

ACE - Expert

 • 

18.7K Messages

3 years ago

@ATTDIRECTVCare

Reset The Receiver

In some instances, a reset of your modem is a quick fix. Near the access card is a red reset button. Press and hold that until the receiver reboots. 

 

should say RECEIVER instead of MODEM

-------------------------------------------------------------------------------
(Included after every post)
I am a customer, not an employee. This is a public forum.
For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
www.directv.com or www.att.com
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.

Mentor

 • 

9 Messages

3 years ago

Because turning your power on and off is the only solution I have read as I flip through the many forum posts.... Or call one of your out sourced call center in the Phillipines so he/she can tell you to reset your modem. Basically the same thing. All the while the months of posts keep stacking up about people who are frustrated they can't utilize a service they pay for. Xfinity may have problems too but not this many. I implore everyone to discontinue services and find another provider.

Tutor

 • 

2 Messages

3 years ago

To: TooBrokeTooFix
I think they outsource the Customer Service/Tech Support to India. 🤣
litzdog911

ACE - Sage

 • 

53K Messages

3 years ago

@TLHartmann, actually many of them are in the Philippines.  Sometimes you'll get a US-based rep, but it's hit or miss.  

____________________________________
ACEs are customers too, NOT employees. Answers are based on experience. I strive to give honest answers, even if not always appreciated. If you posted personal information, please edit and remove.

For official support call DirecTV 1-800-531-5000 or AT&T 1-800-288-2020.
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.

Mentor

 • 

9 Messages

3 years ago

So far I have talked to India, Phillipines, and a place in the Netherlands I can't quite place... At least I know of great places to visit if I ever travel unfortunately that's all these our sources call centers can tell me. In fact I asked three people today when talking to U-Verse support over the phone if this problem had a fix. Each one tried his hardest to avoid the question and provided no answer.
6Sense

Employee

 • 

18 Messages

3 years ago

The problem continues to stack up and no notice is sent out to other customers who may be new to this problem. Not only has AT&T DirecTV has failed to rectify this problem mo this ago, they failed to notify their customers as to this systemic problem. The leadership at AT&T DirecTV IS USELESS
*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.

Community Support

 • 

1.1K Messages

3 years ago

Hello,

 

We apologize for the Error Code 927 with On Demand.  We are aware of the issue and are actively working to get it fixed.  We appreciate your patience.  If the troubleshooting steps in the above article do not help, you can also delete the recording and try again.  A double reset on the main receiver can also help reduce the amount of times the 927 error appears. (Press the red reset button located inside the access card door on the front panel or on the side of the receiver and wait for the receiver to reboot.  Then red button reset again.)

 

Please do chat with a representative here to escalate examples.  The more information we have about which programs, channels and episodes are affected can help our teams to quicker resolution.

 

Thank you.

 

-ATTDIRECTVCare

AT&T Customer Care

Need help with an account specific question?  Post a new question here on the forums by clicking the "Ask a Question" button.
For additional support, please visit us at our AT&T services hub.
Follow us on: Twitter @ATTCares and @DIRECTVService

*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.
6Sense

Employee

 • 

18 Messages

3 years ago

The rest fix suggestions still don't work and no one at AT&T Cares.
*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

 • 

4 Messages

3 years ago

On Demand channels not available.
I have called numerous times on this issue! I have done everything they have asked me as a customer to do. I am on a 2 year contract, I'm holding up to promises with my paymenents. Direct tv you need to hold up to what you have said you will deliver, tv on demand is part of the package. Next step for me is contacting or filing a complaint with the Department of Consumer Affairs. We are paying for service we are not receiving.

Teacher

 • 

1 Message

3 years ago

We should all file a complaint with consumer affairs. [Edited to comply with Guidelines] We all signed a 2 year contract for services to ve rendered. We are not getting the services that the contract claims to rpovide.

Teacher

 • 

2 Messages

3 years ago

Spoke at to DirecTV support for the 2nd time.  This is not an issue solely on your DVR.  Its on their backend system that provides the playback.  The issue has been happening since the start of 2017 and they're still haven't fixed it.  They "promise" that the issue on the backend will be done on the 26 May 2017.  However, you can never be sure if that is also just a lie.  

They are trying to get you to focus on issues with your recordings and your DVR when in fact its entirely their backend failing.  These suggestions to reset etc, just keep you busy, make you feel like you're addressing the issue.  It won't fix things, not 100%.

 

They finally gave me a $20 credit because of their failure to deliver any on demand service, which I am paying for.

 

6Sense

Employee

 • 

18 Messages

3 years ago

No slight to you @ ibizarre but I just called back to AT&T DirecTV and "no such credit is being issued for a free service" per the manager who fielded my call and demand.

Everyone must know the different positions AT&T DirecTV is taking with this failed service.
*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

 • 

2 Messages

3 years ago

@6Sense, indeed I have not yet received the credit - yet.  But that conversation with their agent only happened this morning. I will see whether it is reflected in my next statement.  

 

However, I did keep the transcript with the agenda, with them explicitly stating that $20 credit.  So no guarantees, but they did say it. I will follow up with them and their "promises" (and the transcript) if they fail to issue the credit of course.

 

 

6Sense

Employee

 • 

18 Messages

3 years ago

*** PLEASE DO NOT LET UP ESCALATE ***

Escalation has been submitted

This email confirms that we have received an escalation for the issue (reference number ***) that you reported on 05/24/2017. We sincerely regret any inconvenience this may have caused you.

Please be assured that we are working diligently to resolve it as soon as possible. You may receive interim updates and will be notified when the issue is resolved. There is no need to contact Customer Care further at this time.

Thank you for being a loyal DIRECTV customer.

Sincerely,

DIRECTV

[Edited for privacy. This is a public forum. Please do not post personal or unique information such as but not limited to full names, employee ID numbers, email addresses, phone numbers, account numbers, etc.]

*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.
AT&T TV – All Your Entertainment In One Spot.  Learn more…