DTVN CHat

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Agent Joy enters chat
Joy: Hi! My name is Joy! How can I help?

You: Hi, ticket # *************************
You: I opened this ticket months ago and still have no resolution.
Joy: Thank you for the info on the case, I will take a look into that now

You: I am receiving EVERY channel, even some not offered by DirecTV Now in my guide, along with being unable to record future episodes or watch on demand. Instead I receive a not subscribed error … basically I can just watch live TV and that's it.
Joy: And to verify this started on or around the 10th?

You: It actually has been an issue for a few months, that's just the last time I checked on the ticket. I reported it constantly during the beta to no resolve also.
Joy: And is this an issue on all devices?

You: Yes. Android, Apple TV, Browser, FireTV, and iPhone.
Joy: Can I have you log out of just one of those devices for me please?

You: Have already tried all the "basics" several times, including logging out, logging back in, resetting password to something with no special characters etc...
You: Logged out of iPhone … logging back in, same issue.
Joy: I understand that you have done this in the past. I just tried something on my end and I need to have you try this for me please

You: same issue
Joy: Have we had you uninstall and reinstall the app?

You: Same issue.
Joy: Thank you

You: Also just logged in, in an incognito window on chrome … same issue.
Joy: I do see that this issue has been reported. I am looking to see if we need to escalate this again or if the issue is still being worked on.

Joy: I am still looking into this issue for you today Lee. I have applied a one month credit towards the account for $35.

Joy: Also to clarify is this happening everywhere you go? On other WiFi networks or are you always on the same network?


You: happening on every network. Including cellular, home, and work.
Joy: Thanks for the info

Joy: I am in the process of reporting this up again for you.

Joy: I know you had said you are getting error message to subscribe on every channel, is that the whole error that you are seeing?

You: One second and I can get the exact errors
Joy: Thank you

You: If I click on any future episode in the guide, or any on demand show for channels I am subscribed to I can not schedule a recording or watch on demand. There is just a grey box that states "subscribe"
You: When I open Directv Now on whatever device, the initial screen that shows whats on/whats popular/etc... has this error
You: "Looks like something went wrong. Please try again. 40001-002Refresh"
Joy: Thank you for the errors. That will help with identifying the issue.

You: Clicking on an on demand show I get this "Subscription RequiredYou need to Subscribe...A DIRECTV NOW subscription is required to enjoy this and much more. Check us out!OK"
Joy: I am working on this now

Joy: Can I have you sign out and back in one more time please?

You: Still receiving same errors. Closed Incognito Chrome Browser, reopened, signed in. Signed in and out on iPhone
Joy: Ok thank you for trying those things for me. We believe that this might be a profile issue, we have reported this for you.

You: alright
Joy: I'm sorry I dont have a fix for you right now. We will escalate and see what they come back with.

Joy: I see someone suggested a new account but for right now we want to avoid that since you have the Go Big promotion