Close Chat*DirecTV: Hello! Thanks for choosing DIRECTV Chat.*Jean: Hello, my name is Je...

GetHuman1149222's customer service issue with DirecTV from September 2018

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The issue in GetHuman1149222's own words
Close Chat*DirecTV: Hello! Thanks for choosing DIRECTV Chat.*Jean: Hello, my name is Jean. I'll be happy to assist you. Give me a moment to review your request.*Jean: I understand you are experiencing issue with your video player.*Jean: No worrires.*Jean: I can help you with that.*Michael: Not happy that i had to clear the cookies. that impacts all the programs i using the ookies for my convenience*Jean: I am sorry to know that.*Jean: I will help you on this.*Jean: Please do not worry.*Jean: I will help you with the steps to fix this issue.*Jean: Meanwhile, please click the arrow icon above to move our chat to its own window so that it will ensure that our chat will not get disconnected under any circumstances.*Jean: Thank you.*Jean: Please follow the below steps.*Jean: Please close all open browsers.*Jean: Reopen internet browser and download the directv video player again by clicking the watch now on any content you want to watch.*Jean: Close out all internet browsers*Jean: Open a different browser than the one with looping upgrade message.*Jean: Reopen internet browser and download the directv video player again by clicking the watch now on any content you want to watch.*Jean: Player now available through all browsers*Jean: Please let me know once you are done with the steps.*Jean: Just to confirm, are we still connected?*Michael: we are. i can run Netflix without issue. still can not runDTV*Jean: Just to confirm, are you trying the steps on chrome?*Michael: Chrome is the only compatable browser.*Jean: Yes Michael, I do agree with this.*Michael: After two additional attempts i was able to stream on DTV for about ** seconds and now it wants me to restart again. NOT ACCEPTABLE. As a company ATT has been less than the best steward of DTV since they acquired it and began manipulating the platform. I have been acustomer since the first satelites were placed into orbit and am ready to walk away from your company at this point. I am totally disqusted*Michael: remote into my system and make the needed corrections. I am going to get dinner with my wife.*Jean: I understand that , please wait.*Jean: Please visit the below link.*Jean: http:**directv.vo.llnwd.net*e**cinema*plugin*CiscoVideoGuard.*.*.*.exe*Michael: load it for me*Jean: And download the video player for one last time.*Jean: I am sure you will be able to stream after installing it.*Michael: Cisco VideoGuard Player advises that a newer version is already installed on the computer.*Michael: I have exited the wizard*Michael: Your level of confidence is misplaced.*Jean: Okay Michael, can you please restart your system once?*Jean: I will arrange a call back to check back if this issue is fixed, if not I will escalate this issue by creating a ticket.*Jean: So that our back end team will fix this and will get you back within **-** hours.*Michael: No. I do not want a ticket i want your team to own the issue and fix it while I go eat. I am not a IT expert and you are expected by me to repair your system. THere has been a chance and ATT does not want to own it. THey want their impacted customer base to follow your prompts to fix it for them*Jean: I am extremely sorry!!*Jean: I understand your frustation.*Jean: I have now escalated the issue.*Michael: You are loosing about ***K customers a month right now. Are you curious to know why?*Jean: You will be contacted to your registered email address within ** - ** hours.*Michael: Your last response to me is why.*Jean: Michael, we have tried all possible troubleshooting steps.*Jean: And still the issue persist.*Jean: You can try after restarting your computer also as I have escalated the issue.*Jean: This will be taken care by us.*Jean: I really appreciate you giving me as much time as you have today.*Jean: Is there anything else I can assist you with today?*Jean: Since we have not received any response, we will now be closing this session. Please contact AT&T DIRECTV Chat support in the future if you need additional assistance. Thank you for contacting AT&T.*Thank you for chatting with us today. The agent has left this conversation. For further questions, please click the chat button located on the right side of the screen

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DirecTV

Customer service issue
Reported by GetHuman1149222
Sep 15th, 2018 - 3 years ago
Not resolved
Seen by 25 customers so far
Similar issue to 6274 others
0 customers following this

Timeline

GetHuman1149222 started working on this issue
Sep 15th, 2018 11:13pm

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