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Can’t login to DirecTV app

Contributor

Can’t login to DirecTV app

Hello,

 

I lost the ability to log into the DirecTV app on my iPad or iPhone. I also can't authorize apps like HBO Go or disney.  This worked fine until a couple of weeks ago when it seemed DirecTV was doing something with our account because our service actually stopped working twice.

 

Using the same username and password I can:

  •  I can login on the AT&T website and see billing information
  •  I can login to the DirecTV website and watch shows, etc.
  • I cannot login to the app or authorize anything else

We spoke with billing and they claim everything is setup correctly now.  How to I get my access to the apps restored?  What department do I need to call.  Keep in mind that I am not using the wrong username and password and I know how to login to these services as it has worked fine for several years until a couple of weeks ago.

 

Thank you,

 

Matt

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Message 1 of 5
Administrator

Re: Can’t login to DirecTV app

Hi @MJWright,

 

We know how convenient watching TV on the App can be for customers and we want you to have full access to this feature. The first thing we would recommend is uninstalling / reinstalling the app. This will insure your getting the newest version as well as allowing a fresh connection to began. Check out this forums article with more DirecTV app troubleshoot steps.

 

Dee, AT&T Community Specialist


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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.
Message 2 of 5
Contributor

Re: Can’t login to DirecTV app

Nothing in there was helpful or even relevant to the complete problem I described.  I tried explaining this to support for over an hour.  Looks like I am just going to have to switch providers if I want to be able to access any streaming.  I did learn a little more, but have still received nothing but a worthless escalation number.

 

A couple of years we merged AT&T and DirecTV accounts

Everything worked fine until a few weeks ago.  Apparently ue to some glitch our accounts unmerged and then merged back together.  Since then we have been unable to use the App or Hbo go, etc.  As you can see this is a problem on the backend with the account no links for troubleshooting the app is going to help.  What I really need a Link to is on how to get someone AT&T to stop trying to get me to troubleshoot (and re-troubleshoot) what is obviously a backend problem and instead forward the problem to someone that understands how the authentication system actually works.

 

I know that will never happen from this forum.  I am beginning to believe it will never happen from anywhere.  I have patiently followed every pointless troubleshooting task I have been assigned, but my patience is running out.  I doubt this problem is particularly hard to fix.  The difficulty is finding anyone at AT&T that cares enough to look.

Message 3 of 5
Administrator

Re: Can’t login to DirecTV app

Hello @MJWright,

I’d like to sincerely apologize for the issues you’re experiencing.

When you mentioned you learned more, what do you mean by that, and the escalation number?

Mihai AT&T Community Specialist


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*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.
Message 4 of 5
Tutor

Re: Can’t login to DirecTV app

OK,  I have learned of a solution:

Please note:  this requires you to have an additional email account.

I finally got through to the Digital Assistance Center (877-271-5518)

The tech support rep that helped me was named Ruth or Rie (I never did get a spelling)

What Ruth did was re-register my DirecTv account with a different gmail that I have.

This email account is different from the one I use to access my AT&T account.

She created this new registration and it works!

I now have access under the gmail account to DirecTV and HBO Go.

If I look under my old email, I can see my AT&T and my DirecTv account.

If you don't have 2 emails, you may want to create one, they are free...  It does assist this problem.

Please pass it on.  A lot of angry users right now.

Message 5 of 5
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