Visitor
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5 Messages
Signing in to Apple TV via Comcast's 3rd party app feature
I have subscribed to Apple TV through Comcast's recent offer and am unable to log in to Apple TV via Comcast's 3rd party app menu. It presents me with log-in screen and as I initiate that via my mobile device (I already have an Apple ID) it "loops" by indicating on my iPhone that I'm logged in but returns to the sign-in screen on my TV.
I spent an hour with Comcast support yesterday and have already done the following:
- Replaced my Comcast DVR box
- Rebooted all TV comcast boxes in the house
- Refreshed the system
The Comcast tech finally sent me to Apple. The Apple tech (another hour on the phone) walked through the login plus the following:
- Had me try signing in with a my husband's mobile device
- Confirmed that I can access Apple TV on Apple devices
They are now sending me back to Comcast for support on the assumption that the problem is in the sign in interface residing on Comcast's system.
Has anyone else had and resolved this issue?
Official Solution
CCJessie1
Retired Employee
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5.9K Messages
3 years ago
All,
Here is an interim solution provided by Apple that should help to resolve the issue. Please follow the directions below:
Please let us know if you continue to experience issues. Thank you’re your continued patience as we work to find a permanent solution.
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Accepted Solution
user_9fef4b
Visitor
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5 Messages
3 years ago
Apple believes the problem is solved but I opened another case with them and am asking Comcast to continue to research as well. Today on our living room TV, I was able to sign in to Apple TV. When I got to the programming menu, I accessed a movie. It buffered (small white pin wheel in the middle of the screen) and then kicked me out of Apple TV completely and back to normal cable programming (last channel I watched last night - NBC). When I attempted to access Apple TV again, it took me to Apple's version of an introductory offer, which was 7 free days. Since I've already signed up with Comcast's offer of free 3 months, I don't want to over ride that 3 month free offer. The screen offers no other choices - sign up again or don't watch. I get that same result on all our smart TVs so, once again, I'm not able to access Apple TV through Comcast. How do we get this resolved? It appears that my subscription is not being recognized and yet it works on all my Apple devices.
Update as of 4/9/2022The ultimate solution to this was through Apple's technical support. After several rounds with engineering, they solved the "looping" issue which then created another issue of being promoted to resubscribe. Once I did that (and they assured me that the less attractive offer would not replace the original 3 months free), it seems to work fine and will allow me to access Apple TV on all our smart TVs. For any who need it, the Apple support number is 800-694-7466. Apple's support model for this was excellent. They assigned one case worker that was my contact throughout and scheduled daily calls that fit my schedule (they called me daily). Very refreshing compared to what I've experienced when trying to talk to a person at Comcast (never the same person, always through their standard front end, and repeated tries at the same solution with difficulty to escalate). I'm "accepting" the Comcast solution to this string of posts without Comcast really ever providing any substantiative information or solutions.
(edited)
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XfinityKassie
Official Employee
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1.6K Messages
3 years ago
@user_9fef4b Good afternoon! Thank you for taking the time to reach out to our Community Forums Team! I'm sorry to hear you are running into some issues with getting your TV services working properly. It looks like you have tried quite a bit of steps to get this resolved. To make sure I'm on the right track, are you trying to have your DVR connected and have your TV working, or are you trying to run just the Stream App? I look forward to hearing back from you!
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BeckerDave
Frequent Visitor
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7 Messages
3 years ago
Exact same issue. This is clearly a problem with the xfinity integration of the Apple TV + app. Step one is for xfinity to acknowledge that it's a system wide problem and not a problem with individual subscriber's setups.
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user_8e854f
Visitor
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1 Message
3 years ago
Same exact problem here. Keep trying to sign in and stuck on an endless loop. Xfinity obviosuly does not have its act together. None of these problems exist with other apps, just Apple.
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user_091a3e
Visitor
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1 Message
3 years ago
Same issue here. I have been spending 4 hours trying to get AppleTv + app to work on my tv. Help!!
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Dayvidpriddy
New Poster
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22 Messages
3 years ago
More importantly, when is the Xfinity Stream app going to be released for tvOS?
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user_8c484a
Visitor
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2 Messages
3 years ago
I am having the same issue. So, how does this get resolved, Xfinity?
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AnaV.
Visitor
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1 Message
3 years ago
So many having the issue, yet nothi g is done about it. Please, post the solution.
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user_ab16e4
Visitor
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1 Message
3 years ago
Same issue!!! Do. It have patience to talk to xfinity and appt support. Anyone have an answer?
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Dayvidpriddy
New Poster
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22 Messages
3 years ago
Why do I keep getting E-Mails about this thread? I don't want to be subscribed to this but there is no way to unsubscribe from it.
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user_9c330f
Visitor
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1 Message
3 years ago
I have that problem also only when I scan the qr code and am putting my apple info in to sign in it keeps giving me the message that my password needs to be redone and I have twice it still says the same thing and won't let me sign in via qr code on Xfinity apple app but I can sign in on any other devices and my Vizio smart tv I have no problem but can't sign in on either of my Xfinity boxes.
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user_b67760
Visitor
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3 Messages
3 years ago
Also having this problem
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smartin955
New Poster
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2 Messages
3 years ago
I am having the same issue here- I am already subscribed to Apple TV+. When I try to log in via the xfinity app, I go through the normal sign in process and confirm on my phone. It always returns to the log in screen and loops over and over - repeating the same process.
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SereneJulie
Contributor
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34 Messages
3 years ago
Also having this problem.
Xfinity is sending out a tech at no charge tomorrow to swap our X1 modem and/or out DVR box.
This was NOT a problem 3 months ago until Xfinity did some kind of system update.
Finally got a tech in the phone to fix the HBO MAX login issue, but can’t fix the Apple TV issue over the phone?
Time Warner/Xfinity/HBO are all too big for their britches, in that their technology cannot interface correctly with itself.
They all [Edited: "Language"] and need to learn to play with each other.
We’ll see if a new box/in-person tech can fix the Apple issue, Apple, who is also too big and cannot fix their own technology.
I’ve already spent too much of my life trying to fix corporate technical problems.
UGH!
(edited)
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