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Re: Lost my locals with “New TV Experience” app update

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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. 

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Message 6 of 303
Contributor

Philadelphia status from central new jersey

I live in central jersey. I just upgraded my Apple TV to the new app. On the old app I used to get Philadelphia stations as well as NY. (abc, nbc, CW Philadelphia). On the new app I no longer get those stations. Can I get them back some how? Thanks.

Message 16 of 303
Highlighted
Teacher

Re: Lost my locals with “New TV Experience” app update

I lost one each of ABC, FOX, and NBS locals, along with one RSN.  I reported this error during Beta numerous times, so it must be a feature and not a bug, eh?

Message 17 of 303
Professor

Re: Lost my locals with “New TV Experience” app update

"One Each of Abc, Fox and Nbc" You had more than one?

Message 18 of 303
Tutor

Re: Lost my locals with “New TV Experience” app update

No. One each of CBS, FOX and NBC.
Message 19 of 303
Community Support

Re: Loss of local channels

Hi,

 

We apologize about all the issues and are actively investigating this. We have made some updates, and I am hoping everything is working great now. Let me know how it is going, and if you are still experiencing any issues, please send me a private message with your userID, zip code, and channels you are missing. I will further investigate this issue.

 

David, AT&T Community Specialist

If you encounter any issues with your service or equipment, I recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.
*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 20 of 303
Contributor

Re: Loss of local channels

Lost all my local channels too. If they don’t fix it ASAP then I’m dropping them. I had YouTube TV and had no issues, may go back to them!

Message 21 of 303
Teacher

Re: Loss of local channels

Same trouble here, I lost ABC, CBS, CW, FOX, NBC, from 5 to none. I also PM'd customer service...... 

Message 22 of 303

Re: Loss of local channels

Lost all my local channels on my computer after this new rollout.  Got the same runaround from a customer service agent, too.  Funny . . . I can still get my local channels on my tv just fine.  This doesn't appear to be an IP address problem, as I should be able to access all my local channels in this area.  I do show ABC in Oregon, though, but I get an error saying I'm not in the right location.  No, I am in Texas.  Why would I have an Oregon channel on my computer?  Looks like I will be moving along to another streaming service, myself.  I really detest liars in customer service.  

Message 23 of 303
Contributor

Re: Loss of local channels

I also got the run-around with the chat blaming my ISP and IP address. Even though I had 4 different devices run the app through my network. The only one's that were not working were the updated apps (apple products). They continued to blame my location, yet could not answer why I was able to watch all the major networks on my roku device. Nor did they address the issue where nothing would even load when trying to access on demand shows for any network. Each one would just show a black screen. Complete garbage they would cutoff my channel access after pre-paying for service because it worked so well through my trial service.

Message 24 of 303

Re: Loss of local channels

I am in the same boat. All local channels and networks have disappeared as of today: ABC, NBC, CBS, Fox.  I just paid $40 to access Hulu tonight so I could watch the live networks.  I WANT to use Directv Now and I'm an ATT Customer but this is ridiculous. If it isn't fixed I will switch--I will have no choice...

Message 25 of 303
Teacher

Re: Loss of local channels

I tried YouTube TV and I loved it. I did not make the move because the wife prevented me from making a switch. Now she supports the move to YouTube TV. Once YouTube TV gets more channels, its a wrap for DirecTv Now. Directv is not ready for prime time.

Message 26 of 303
Tutor

Re: Loss of local channels

After the app update I have also lost all of my local channels. I had them on the old app right before updated. This needs addressed immediately.

Message 27 of 303
ACE - Master

Re: Philadelphia status from central new jersey

The question would be: Should you be getting those locals? What does the lookup tool say?

 

If you should be getting them and are not, you should report the condition to the chat system, but it's unlikely that you are supposed to be getting locals from two different markets.

Award for Community Excellence 2019 Achiever*
*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.
Message 28 of 303
Contributor

Re: AppleTV Version 1.x correct locals, version 2.0.0 incorrect locals

Similar situation.

 

Running three AppleTV 4s in Eau Claire and 3 AppleTV 4s in Hayward on same DTVN account with Eau Claire billing zip code.  With version 1.#, I got Minneapolis local stations at both locations, so I had major netwoks. Now with version 2.#, I lost the Minneapolis locals. Heading to Hayward today, but I fear those have already updated. 

 

Any my way to roll back to previous version?

 

DTVN says I should not get any local channels. Wife is now unhappy with my cord cutting.

 

Message 29 of 303
Community Support
Solution
Accepted by Community Support (Community Support)
Accepted by DavidCS
‎05-24-2018 9:48 AM

Re: Loss of local channels

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.
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