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DirecTV Now Users Are Reporting a Variety of Problems at Launch

DirecTV Now Users Are Reporting a Variety of Problems at Launch

By Brian Fung, The Washington Post | Updated: 3 December 2016 11:36 IST

Highlights

Issues range from connecting to opening and playing video streams
AT&T seeks to claim the cord-cutting throne
One analyst says a troubled launch could threaten the service's success

Many people eager to test out AT&T's new online video app, DirecTV Now, are finding that the service has a few kinks that need ironing out.

The company's forums and social media accounts have all been flooded with complaints since the app's November 30 launch. Users appear to be experiencing a range of issues, from problems connecting to opening and playing video streams.

The technical glitches represent an early setback for AT&T as it seeks to claim the cord-cutting throne. While popular services such as Netflix primarily offer on-demand content, DirecTV Now attempts to replicate a true cable-like experience on smartphones, tablets, PCs and smart TVs by providing live TV content, too.

AT&T acknowledged in a statement that the company had witnessed the streaming problems Wednesday night. "Engineers resolved the issue and we haven't experienced it since," it said.

But despite the fix, some users still appeared to be experiencing trouble Friday morning.

It's unclear how widespread the problems are, but at least one analyst - Dan Rayburn at market research firm Frost & Sullivan - said a troubled launch could threaten the service's success.

"If AT&T can't get these DirecTV Now sign up errors fixed, it's going to kill the service from the start. 'error messages', " he tweeted.

At the moment, more tweets have been posted by DirecTV Now's support account, in an effort to help struggling customers, than on DirecTV Now's main promotional account. On the company's forums, one user complained that it is currently impossible to watch a single episode of content without having to refresh the feed.

(Also see: AT&T Is Zero-Rating Its TV Streaming Service in the United States)

"Sling has issues, but nothing this bad," wrote Razoreb, referring to Dish Network's competing service, SlingTV, which has also been beset by technical difficulties. "Just glad I didn't pay for anything upfront.. I'll give them the 7 days to sort it out, but so far it isn't looking good.. Now I'm having problems getting on at all..."

Other users are experiencing a persistent "Error 40," which concerns a "temporary glitch in data transmission," or "Error 60," which occurs when the system detects too many simultaneous video streams happening at once.

Although AT&T recommends making sure your device is up-to-date and not jailbroken or rooted, some customers report they are still having problems nonetheless. On Thursday, AT&T reported that it had fixed an issue that was preventing some DirecTV Now customers from logging in.

Without much recourse other than to wait - and fume - customers can only hope their service gets better soon.

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