Apple TV app STUCK at Choose service screen

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This is not a review. I thought this was the Community Forum? It does say that on the top of the page. Your response makes no sense.

Try again this time without the AI.

Hello @atlanta2023 We apologize for the previous response and would like to assist you with the issue you're experiencing on your Apple TVs. Please, send us a PM to get started. DIRECTV cares about you. Jhon, DIRECTV Community Specialist

@atlanta2023 I had the exact same issue over the last three weeks - only AppleTV units would not activate a choice made from the screen seen in your post.  I spent countless hours on the phone, used video links to support, suffered several dropped calls with no return callback, endlessy repeating my account information to EVERY SINGLE AGENT I TRANSFERRED TO. SO ANNOYING.

I had an AT&T and DirecTV Satellite account with the two accounts linked for purposes of one login, one site account management convenience.  We bought a condo last year and added a DirecTV Stream account for that house, but it was kept separate from the other account with regard to online management and payments.  Both accounts had the same email address for login, but different passwords.  Everything was fine up until a few weeks ago when all of a sudden Stream on Apple TV (all second and third generation 4K models) started behaving as in your original post. Nothing tried in accordance with Support agent assitance worked.

I did see a post online that said de-linking accounts and using different user IDs solved the problem for him. Seems simple,right?  When you link accounts on the website just a couple clicks and you are done.  NOT SO FOR DE-LINKING!!! It took FIVE Digital Services agents and 17 days to get my two linked accounts separated, create new logins for all three accounts, and re-register them for online management of billing and payments.  And then I had to re-link the same two originally linked accounts to see the wireless phone billing!  (Edited per community guidelines)! The STREAM account now is out  there on its own with a new login (AT&T support required me to use a different email that I have NEVER  before used for their services, no kidding!) and it works fine.

The fact that I upgraded to IOS17 on the Apple TVs and the STREAM app also updated at nearly the exact same time I got my accounts sorted out (so to speak) may have helped but I can’t be sure.  I suggest updating IOS and the app and see if your problems are solved.  I hope nobody has to go through the ridiculous AT&T “support” process I endured.

@dlrick56 I plan on updating as soon as I can! I hope that does solve it! Thank you!

Hello @atlanta2023, since it is working on other devices, this is not a DIRECTV issue. It is necessary for you to contact Apple TV for help. DIRECTV appreciates your loyalty. Jhon, DIRECTV Community Specialist

@atlanta2023 Are you using Apple's Single Sign-in Option, where it stores the provider? If so, have you tried to delete the provider, reboot your device, and add the provider back. This is a known issue with the option.

@dlrick56 Unfortunately, the TVOs update did not help. I believe your linked accounts issue is the underlying factor here, as well. 

@DIRECTVhelp actually, your assessment is incorrect. Since it is the DirecTV app on that format that is not working, then it is the app and its coding structure that is at fault, not the unit it is running on. 

@bcbsncjlj yes, I did logout of the single sign-in and all that, but your suggestion made me realize that because of the TVOs update, I should go through all the sequences again. Thank you!

Have a nice day, everyone!

As you completed the basic troubleshooting, we’ll need to investigate further. We are sending you a PM so that we can start the process. We’ll exhaust all of our resources to assist you. Maria, DIRECTV Community Specialist

I have this exact same issue with my 2 Apple TV devices.  The Apple TV app is stuck on the choose service screen.  I can login correctly, but I can't select either service, when I do select a box, it just sits there. I believe this to be a bug in the Apple TVOS version of the application.  I have NO problems using the application on my iOS, iPadOS, Roku and Amazon FireTV devices, ONLY the Apple TV devices.  I've even completely reset both Apple TV devices and reset them back to the factory defaults and this issue still occurs.  Please patch the Apple TV version of the DirectTV application and release an update via the Apple AppStore with the fix. 

I am admittedly unfamiliar with how the Apple TV app interfaces with AT&T/DirecTV. I also don't know the nature of the collaboration between Apple and AT&T support in making sure it all works. 

What I do know is I went to bed watching DirecTV STREAM on my Apple TV and when I woke up the next morning DirecTV STREAM had this selection screen that did nothing when you make a selection. This was true on all 10 Apple TVs in my two houses.

There was no overnight update - The Apple IOS was still 16.6 and the App version was still the same.

Another thing I know is on multiple support calls, including a very nice young man who connected with my phone so he could witness the behavior, screens, and software versions on three devices as we went through the troubleshooting steps not one time did the DirecTV support system suggest that the Apple TV app was a problem.

Lastly what I know is once AT&T/DirecTV sorted out whatever happened to my over 15 year account (DirecTV Stream, DirecTV Sat, and AT&T Wireless) and split it up into separate logins (DE-LINKED is what they call it) my problem is gone and was finally working again BEFORE the new Apple IOS and DirecTV app versions were dropped.

Thankfully, not once in those frustrating two weeks did AT&T/DirecTV blame Apple and send the frustration level even higher. 

I am having this same issue and was instructed to call Apple technical support. I really don’t want to go through the de-linking process but this is the only forum post I’ve found with a solution. I believe the issue is how DirecTV built their app for TvOS. At this point, I think it’s time to switch to YouTube Tv like everyone else. 

Ask to speak to a supervisor and have them escalate and escalate and escalate.  The solution is to de-link the two accounts. After my accounts were de-linked I had to delete the directv app and re-install.  It is now working. 

Just started having this exact same problem. Did anyone ever find a solution?

Do you have linked accounts? Are you using the same credentials for all services?