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directv_123's profile
directv_123
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ACE - Guru

ACE - Guru

 • 

861 Messages

Fri, Nov 29, 2019 3:58 PM

Unannounced “Maintenance” - system unavailable 11/29

I had to disarm my system and check device logs (videos) this morning....

Without any notice, ATT decided to disable my system during the busiest time of the month/year.

I can’t disarm remotely to let guests in to my house, or see if a delivery has arrived.

At least I have a status message so I don’t have to spend 2 hours with “Support”.

 

Maybe they should do “app maintenance” during downtime hours like every other company...

 

CD98CA68-9135-45EB-A965-D7F8A8D8F2EA.jpeg

 

 
directv_123

ACE - Guru

 • 

861 Messages

3 years ago

Our ATT DL tablets are unable to login as well... 

Right in the middle of Black Friday. Maybe I should be shopping for a security system today...

directv_123

ACE - Guru

 • 

861 Messages

3 years ago

Oh - and of course we can’t view cameras or anything through the DirecTV app, because that’s broken due to an “upgrade”, and won’t be fixed for several more weeks.

 

The only part of the system that works, is the billing system. I always get my bill like clockwork, and the one time I was late, they were all over it.

Community Support

 • 

5.2K Messages

3 years ago

Good afternoon,

We apologize that you were unable to access your system through the Digital Life App during the app maintenance period. We value your security and you were still able to arm and disarm your system using your keypad or keyfob. Your Digital Life App should be up and running now that the maintenance has been completed.

 

If you have any other questions specific to your account, please feel free to send me a private message by clicking on my user name and then click "Send PM" to send me a message with your:

  • Name
  • Address
  • Contact info
  • Account number
  • Any other issues you may be having or questions

So that I can have them investigated and have a specialist contact you to resolve the issue.

directv_123

ACE - Guru

 • 

861 Messages

3 years ago

And it’s still down - they’ve “delayed” the completion time twice already.

I remember when this happened before and it was down for days.

Any updates appreciated @ATTDigitalLifeCS 

F14D47E7-0DBB-45C3-898D-194F68E536DC.jpeg

directv_123

ACE - Guru

 • 

861 Messages

3 years ago

We value your security and you were still able to arm and disarm your system using your keypad or keyfob.”

Except we’re not home, and need to disarm the system for our guests... hence the need for the app... if we could access the key fob or keypad this wouldn’t be an issue. And the 6 cameras you sold us are unavailable too.

directv_123

ACE - Guru

 • 

861 Messages

3 years ago

And on it goes - there’s no ETA... but it’s a a 3 hour “App Maintenance”, that’s been going on all day, and getting extended every three hours, as they try to figure out what went South....

DD0A322A-4F02-42F9-8B2D-E058C2844A45.jpeg

directv_123

ACE - Guru

 • 

861 Messages

3 years ago

11PM EST has come and gone with no restoration of service or updated info from ATT.

I’m wondering of this is related to a sale of DL, and transfer of services, including networking infrastructure.

With no information from ATT, it’s hard to say.

Tutor

 • 

6 Messages

3 years ago

Finally back about an hour or so ago.

directv_123

ACE - Guru

 • 

861 Messages

3 years ago

Yup, I see that now... I’m guessing the cause of the issue will remain a mystery. 

Oh well, until next time!

Community Support

 • 

5.2K Messages

3 years ago

@GlowingHair @directv_123  Hello. Our sincerest apologies regarding the outage as it was not planned maintenance. I do realize that the message you received stated it was maintenance. I was able to locate your accounts based off the email addresses used for the forum and have applied a credit to your account. Once again, our sincerest apologies.

Tutor

 • 

6 Messages

3 years ago

Thanks. I appreciate it. I would rather know root cause, corrective action and future mitigation. Former IT person, so I'm used to issues, downtime and resolution processes and reports.

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