I have had installation and a directv.com for about 2 weeks, but cannot log into the Android app (case number: 140906-000656). I've tried this on several phones and tablets without any success. I have no problem logging into directv.com. I have tried this app on a Samsung S3, Samsung Nexus and Nexus 7 tablet -- all running fairly new releases of Android (JellyBean, KitKat -- 4.2.* ,etc.). DirecTV claims the app is backwards compatible to 2.3.
I am totally frustrated with customer service and technical service and have gotten nothing but a run around.
- After talking to front line support several times and running through the usual scripted procedure, I finally had a tech tell me she would escalate this to the proper department and I would get a response in an email. A week later, I still had not heard anything.
- The first call to technical service told me that it's a paid service and I needed to pay extra to use the apps. I then quoted her what the directtv's website said -- no extra charge for streaming content using the mobile apps and she hung up on me.
- The second call to technical service told me that they can log into the android app, so it must be a setting on my phone. When I asked her what setting, she told me she didn't know.
- I have reset my password several times on directv.com, but that didn't help
- I am a software engineer and have been involved in the development of Comcast's cloud dvr app, which is quite similar and know enough that if there is login issue it's either user error (which this isn't the case) or an issue with the account, app, or directv's backend servers that the app connects to. Explaining this to "technical service" resulted in blank stares (yes -- even over the phone).
I don't know how I can get this elevated to the proper people with the actual know how (engineers ? mobile app developers, back end API developers, etc) that can help me fix this. One of the reasons I signed up with directv is to be able to use the mobile applications.
I am actually satisfied with the DirectTV service, just very frustrated when trying to get an answer to my issue with the mobile app.