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cn10
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Sunday, November 13th, 2022 4:29 AM

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Apple TV app looping me back to activation screen repeatedly

I know this has been posted in the past, but that topic was marked closed so I thought I'd start a new post. 

I have an Apple TV+ subscription. I am trying to watch Apple TV using my Xfinity Flex, but it keeps prompting me to sign up for a 7 day free trial. I even go to "my account" and under "manage subscriptions" it shows an active subscription. 

Finally I got frustrated and clicked start a 7 day trial, but it won't let me because I have an active subscription. Then it prompts me to sign up for a free trial again. Round and round it goes.

I've tried restarting, resetting and hard booting my Xfinity Flex all to no avail. I've used my mobile device, laptop and QR code to sign in, but each time is the same. I get prompted to sign up for the free trial, go in a few circles, then prompted to sign in again. Has there been any progress in fixing this known issue?

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2 years ago

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XfinityRay

Official Employee

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2.8K Messages

2 years ago

Good evening, @cn10. Thank you for creating a new thread for assistance with watching Apple TV on Flex. I checked but am not showing there is a known problem with the service. We would want to further troubleshoot this issue and can set up a ticket if that is needed. Has the app worked previously for you and is no longer working or would this be the first time using it on the Flex box?

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cn10

New Poster

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8 Messages

@XfinityRay​ this is my first time signing in on the flex box. I have no problems with the Apple TV+ app on my other TV or laptop.

2 years ago

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XfinityPeterH

Official Employee

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1.9K Messages

When you use the QR code to sign in does it allow you to gain access or are you still being prompted to start the 7-day trial? 

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

2 years ago

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cn10

New Poster

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8 Messages

I am still being prompted to start 7 day trial when using the QR code.

2 years ago

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CCAbbie

Problem Solver

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1.4K Messages

Thank you for those details. I would like to get your account pulled up so we can do additional troubleshooting. Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your name and address.

I no longer work for Comcast.

2 years ago

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CCAbbie

Problem Solver

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1.4K Messages

Thank you, Cassie. I appreciate you reaching out! I would like you to try to Clear Local Data Storage from X1 or Flex Streaming Device. This will sign you out of all apps and will need to sign back in.

 

This is how you would do this: 

  1. Press the xfinity button (X1 or Flex) or home button (Flex) on your remote.
  2. Use the right or left arrow buttons to get to the gear icon and then press OK to go to Settings.
  3. Use the up or down arrow buttons to get to Privacy and press OK.
  4. Go to Locally stored data and press OK.
  5. You'll see a confirmation window. Press OK to clear locally stored data
  6. You'll see a confirmation message once cookies and locally stored data have been cleared from your TV Box.

 

Can you let me know if that helps resolve the issue? 

I no longer work for Comcast.

2 years ago

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