New Member
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3 Messages
3 different stream boxes none will let me log into AT&T
I ordered a directv stream box. It worked great so I decided to order another box. The 2nd box never shipped so after a long phone call, a new one was sent out. I received the 2nd device and then tried to connect it. I can get all the way through the setup - connect to internet, download info, sync remote, google login and then I get to a screen that says
"Welcome back to AT&T TV please reactivate your subscription to enjoy the AT&T TV app and AT&T service. Just sign in to start watching." There is an "OK" button. When you select OK the screen goes away briefly and it says "You're being signed in" and then it goes right back to "Welcome back to AT&T TV please reactivate..." I'm never given a screen that allows me to log in. I've done multiple resets and tech support has done multiple resets. I've tried it on multiple tvs using wired and wireless internet. Nothing gets me past the "Welcome/reactivation" screen. I suspect that it has something to do with the box not not being entered properly on directv's system. When I look at "manage devices" online, I can see all of the info on the original (working) box including shipping and tracking info. It now lists 3 other boxes but none of them has all of the info that I can see with the first box. I've spent HOURS on the phone and in chat with tech support. The last person said this is a "known issue" and I needed to wait 3 days to see if it would fix itself. Of course it did not fix itself so another box was ordered. The new box that I received today has the exact same issue. I can't get past the AT&T welcome/reactivation page. Please help! I'm so frustrated and I can bear to call tech support again.
litzdog911
ACE - Sage
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46.1K Messages
2 years ago
Where did you get those boxes?
This problem can happen with older boxes that don't have the DirecTV Stream software and can't be updated anymore. The fact that it's asking you to sign into AT&T TV is a clue.
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Tiger593
ACE - New Member
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1.5K Messages
2 years ago
Just to make sure you ordered you boxes from Directv Stream right? They should not be displaying anything that gives the AT&T logo. If your boxes say this then they are out dated and cannot be used as Directv has made them obsolete by using different programming. You would need to call customer service again (I completely understand the frustration but they are the only ones that can solve this issue) and talk with the retention/loyalty department. To do this call customer service and say cancel to the bot this will transfer you to the retention/loyalty department these customer service agents are more knowledgeable and will hopefully be able to help you fix this box issue. But if you bought your box from a 3rd party you are out of luck and will need to buy one from Directv or use another streaming device. Hope this helps!
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newman9
New Member
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3 Messages
2 years ago
Thank you for responding. I ordered the boxes directly from DirecTV stream. I suspect that they gave me old boxes and said they were new. I agree that's the most likely reason for getting the AT&T error. I specifically asked for the latest replacement box to be new and not refurbished. The funny thing is that I also ordered a refurbished model from Amazon just to see if it would work. The one from Amazon looks just like the ones from DirecTV and it actually worked - but it looks a little worse for wear. I'm sure you are right that I need to call DirecTV - I'm just dreading that! Thanks again.
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Tiger593
ACE - New Member
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1.5K Messages
2 years ago
Just make sure when you call to say cancel so that you can get the more knowledgeable workers so that hopefully you can get a box that works. I believe the reason for this error is because of all the changes that are taking place right now. So hopefully they will be able to make this right for you because the boxes are out dated and not able to be used.
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DIRECTVhelp
Community Support
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254.4K Messages
2 years ago
Hello there. From DIRECTV, we want you to enjoy all the benefits we have for you on all your boxes. I understand you have been dealing with this message for a long time, and I want to help you resolve this. I will send you a Direct Message to start working on this with you. Andres, DIRECTV Community Specialist
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newman9
New Member
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3 Messages
2 years ago
Andres, I appreciate the reply. If you think that you can do something that the last 6 techs have tried let me know. My issue has been "escalated" but even those techs can't figure it out. For the 2nd time I've been told to wait 3 days and see if the problem (magically) fixes itself. It fixed nothing the last time I waited 3 days but I can't do anything until tomorrow when this most recent waiting period is up. On Wednesday I spent FIVE hours on the phone with tech support. One guy that I spent 2 hours on the phone with -that said he was really committed to helping-abruptly transferred me to AT&T. Of course AT&T told me it's a directv issue and I had to call back and start all over. It's been beyond frustrating.
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