08-11-2018 2:43 PM
***UPDATE*** Outage Resolution Slated for Tonight, Per DirecTV
Per DirecTV, the Mobile DVR outage will be resolved via a Receiver UI update that will be pushed out at midnight (unsure of time zone). Here are the details from the chat session I just had with them:
Roseleena : let me explain this issue .
Roseleena : As the back end engineers recently updated the User Interface in the receiver most of the customers are facing this issue , but not to worry they are working on fixing this issue by updating new modified User Interface in your receiver .
Roseleena : The new UI will be updated in your receiver in mid night today , I request you to leave the receiver powered On and uninterrupted to update the new UI
Roseleena : That will resolve this outage .
Me : OK - can you be specific as to the outage that will be resolved? What are the impacted services?
Roseleena : Actually this is a temporary outage , it wont affect any of your receiver as of now it only disabled the DVR function for the maintenance , that is the reason you are facing this issue .
Roseleena : Do not worry other than that there is no impact in the receiver or services .
Me : OK - so if I am understanding you correctly, as of midnight tonight, Mobile DVR service for the DirecTV mobile app will be fully restored, granting access to my receiver's DVR to all mobile devices on the same network?
Roseleena : Yes you are correct , as you have reached me I have also raised a request for Email notification so once the update in complete in the DVR you will be notified and for your information next day morning you need to reboot the receiver once to refresh the new update .
Me : ok - I'll keep an eye out for the email. Thank you for your help.
Roseleena : You are most welcome.
Roseleena : Is there anything else I can help you with? I'd be glad to assist.
Me : that's it - have a great shift!
Fingers Crossed! ;-)
08-13-2018 8:53 AM
I am also in IT, and the only time you make guarantees is 1) If it is a 90+% certainty of resolution or 2) You want to be relieved of having to address the issue with the customer directly. This was clearly the latter, as the super-quick transfer by multiple agents straight to the billing department, without notice, after providing a canned response is proof. As well, another chat that I just had confirmed that the 'estimated' resolution is now tomorrow, which is a much better way of putting it. This way, if it is resolved, we are all pleased. If not, then we are more understanding. I'm not holding my breath, and have a feeling I'll be receiving bill adjustments for some time to come. :-(
The real pain point here is that AT&T/DirecTV have provided no public-facing KB or notice of the outage, requiring each customer to go through hours of pain-staking self-troubleshooting, as well as dealing with ill-trained agents who then ask them to provide the same troubleshooting all over again. THEN, after all of that unnecessary work, an outage is confirmed. Might be a better idea to check their system initially, based on the reported symptom, and then inform the customer of the outage to prevent pointless work. I personally had to speak with three different agents of a 72 hour period, troubleshooting the symptoms the same way each time, before someone finally mentioned the outage. Also, the troubleshooting/configuration documentation for Mobile DVR is outdated and poorly-documented, with one article even pointing directly to one individuals experience to get the app working on an iPad as an 'official fix', while every comment under stated that it did not work for them. Come one, AT&T/DirecTV, you're already making me regret my decision to come over for the sole purpose of having features that have never worked, for which there is no solid ETA as to when they will work, and for which there is no public-facing documentation acknowledging that they are not working, 'by design', due to intentionally being disabled because their engineers messed up the Receive UI, which broke the service. SMH!
08-13-2018 12:05 PM
There is now way CSRs have any details on this. it would be very unusual for engineering to share ANY timelines on when fixes are deployed.
08-13-2018 12:11 PM
@Bro_Sleeve, have you done a search on the forums here yet for a fix? or even a temp solution to your problem. 9/10 times someone else has already ran in to your same issue and has since found a fix for it.
08-13-2018 1:34 PM
08-13-2018 1:46 PM
I don't think the Mobile DVR service has been disabled. Instead, I think what is disabled is the device registration process.
08-13-2018 3:48 PM
08-14-2018 8:12 AM
08-14-2018 8:15 AM
08-14-2018 10:04 AM
@tgreaves I don't recall anything in my post or replies asking for a solution. My post is simply to inform other affected customers experiencing the same issue so that they do not waste time trying to troubleshoot a service that has been disabled. So, in other words, I'm not an AT&T/DirecTV employee, but I am doing their jobs for them. ;-)
As well, DirecTV is now part of AT&T, which is why this post, which was made on forums.att.com, was placed under AT&T < AT&T Forums < TV < DirecTV Forum < DirecTV Apps. So this post is right where it is supposed to be, though it is not popular with the employees who wish to keep this outage under wraps. This is probably because they do not want every customer impacted by the outage to contact the billing department to request billing credits for the duration for the outage (which has been ongoing since at least 8/3), which every one of them would be justified in doing.
Please don't vilify a paying customer who is simply calling out AT&T/DirecTV for poor communication of a known outage and attempting to ensure that others don't go through hours of pointless troubleshooting like I did. It doesn't reflect well on the company, and further corroborates the points I have been making.
08-14-2018 10:35 AM
It isn't an outage, it's a feature that is not working correctly. They have acknowledged it. They have not actually given any official resolution time. I'm sorry the chat CSR lied to you.
08-14-2018 10:42 AM
I’ve tried to get credit for this service as I am having the same issues. DTV response was this was a “Complimentary Service” that did not qualify for credits. I didn’t have time to speak to the Customer Loyalty department so maybe that will change.