Unable to use Apple TV+

I am receiving a “something went wrong. There was a problem connecting “ message when I attempt to sign into our new Apple TV + program. Please note we are not getting internet reception in our lower level, but we are not having issues opening up other streaming programs such as Netflix, HBO Max, Amazon Prime, etc.

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XfinityShawn

Official Employee

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1.9K Messages

1 month ago

heffisher461 Are you also seeing an error code associated with that error message?

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user_bx9odp

Visitor

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2 Messages

i am also having this problem. I can access apple tv plus on our tv that is connecting through the web, but the tv that is plugged into the secondary small cable box and would connect through the xfinity connection will not connect.

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1 month ago

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XfinityJustinM

Official Employee

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349 Messages

Hi @user_bx9odp, it looks like our engineers may not be aware of this issue just yet. Are you seeing an error code associated with the on-screen message, it usually begins with "XRE-"?

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1 month ago

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user_bx9odp

Visitor

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2 Messages

no. No error code, just a message that says something went wrong there was a problem connecting and the option to try again or not now

I just tried again this morning and it is the same. Last night I also got a check your internet connection message, but I am trying to connect through the xfinity menu, so I don't see how that can be an issue. Lat night I was able to watch using the internet on a roku based tv and on my phone, so it does not seem to be a internet or a subscription issue.

I just tried to sign in through the xfinnty menu on the tv that is connected to the main cable box and it has a qr code only, whereas the tv connected to the secondary box opens the app and has the menu of shows etc but gives the error message when I try to log in.

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30 days ago

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XfinityKassie

Official Employee

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2.1K Messages

user_bx9odp Gotcha! Thank you for sharing the steps you tried. Let's take a look, and see what's going on. To begin, can you please send a Direct Message with your name, and service address?

Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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30 days ago

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bmoroney

Visitor

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1 Message

Link does not work……

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27 days ago

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Customer Service

heffisher461

Unable to use Apple TV+

XfinityShawn

user_bx9odp

XfinityJustinM

user_bx9odp

XfinityKassie

bmoroney

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