U

Visitor

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20 Messages

Mon, Dec 20, 2021 2:21 AM

YouTube TV App Issue

While using the YouTube TV app, I'm receiving a error message ("Sorry this is not working..... APPS-04154) that flashes on the screen leaving me with a blank screen or it takes back to home screen. The only way to resume watching YouTube TV is for me is to restart the Flex device.  I've contacted Xfinity support. They will have me restart the Flex, maybe ask me to clear the cache and tell me diagnostics look good against my device. I'm not having this same issue with any other streaming device just Flex. I need help please as I do not think it is normal for this to happen and I should not restarting the Flex device numerous time daily.

Visitor

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5 Messages

5 m ago

As of today 1/7. This is still an issue. Just got a flex box today. YTTV not working. 

Visitor

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9 Messages

@Lpswim

i have found it will work for a while, then just quit.  i am watching it now, but know it will go off soon.  I am not sure why, and why they cannot fix it!   

Visitor

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5 Messages

Same. Got an error code but it was so fast I didn’t get to write it down. Works intermittently for sure. 

Visitor

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2 Messages

5 m ago

I've also been experiencing this issue since the YouTube TV app was introduced on Flex. This app is the entire reason I wanted to get a Flex and I'm really disappointed it's not working correctly. I hope this is resolved soon.

Visitor

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2 Messages

I've restarted my Flex box dozens of times. I've restarted my modem and router too. It doesn't fix the issue. This is an actual bug with the YouTube TV app on Flex. Please fix it.

Visitor

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5 Messages

Lets get real, this is not a bug. It is a sales technique so it we signed back up for Comcast TV

Official Employee

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209 Messages

Hello, @user_64eb5b. Thank you for commenting here on the Xfinity Forums. This is not the experience we want for our valued customers and we appreciate the opportunity to help. Can you double check your Xfinity Flex box and see if it's the Xi5 streaming box, or the Xi6? We just want to check to be sure because the YouTube TV app isn't compatible with the Xi5 streaming TV box, it is with the Xi6. Thank you! 

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Visitor

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2 Messages

Mine says Xi6-T. I picked up this flex box about 1 1/2 weeks ago. 

Official Employee

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319 Messages

Are you receiving the same error as the poster? Does resetting your box help? 

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Visitor

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1 Message

5 m ago

Has the issue been fixed? Just installed my flex ox and the only app having issues is the Youtube TV app

Official Employee

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115 Messages

Hi! Are you still having this issue? 

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Visitor

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3 Messages

@XfinityKyla

Yes.  I am still having this same problem that everyone else is.  My YouTube TV has stopped working 3 times in the past hour.  Unacceptable. 

Regular Visitor

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13 Messages

5 m ago

Any update or resolution yet? Still either not loading or stops working during programming. Would just like what I was promised (and have paid for). Thank you.

Visitor

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1 Message

5 m ago

Same issue with Xi6 box. 

Visitor

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5 Messages

5 m ago

Same exact issue here. Actually took nearly a week after recent Xi6 Flex box purchase for YouTube TV to even show up as a listed app. It finally did today and within an hour of watching, an error message and black screen. Pretty disappointing that this error's so widespread and yet to be resolved. Any update Xfinity???

Official Employee

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187 Messages

Hello @user_0d86da, thank you for reaching out to us! I'll be happy to take a further look into the YouTube issue that you're running into on your Flexbox. Could you please send our team a direct message with your full name and full address? We will be more than happy to help! 

 

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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5 Messages

Just happened again, roughly 30-45 minutes into watching. Sudden drop-off, error message App-04154, then black screen. I'll send a message to customer support per request, but given the extensive number of users complaining about this issue, I would think Xfinity team would be looking for a broader fix, not just supporting individual users venting frustration on this forum (and seems like everyone here who has followed up with customer support is still experiencing the same issue).

Official Employee

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187 Messages

@user_0d86da thanks for the reply! We are not seeing a known issue on our end at the moment. I can take a deeper dive into things to see if we can figure out a resolution. Thanks for sending over a DM. I will send a response back here in just a moment!  

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Visitor

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4 Messages

5 m ago

Done with this BS. It has been weeks without a fix.

Ordered another Roku stick for $23. 

Flex will go in the cupboard….

It was relegated to the garage TV already.

(edited)

Visitor

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3 Messages

@user_dcf821

Same here.  I ordered the Roku Express this morning from Amazon.  Flex into the cupboard for me too.  Beyond disappointing customer service from Xfinity. 

Official Employee

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196 Messages

This is never the experience that we want you to be having when using our services! Please know we greatly want to help resolve this. If you could please send me a [Modmail message](https://comca.st/33amPvH) with your full name and full address. I'd be more than happy to look into this for you.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Regular Visitor

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13 Messages

5 m ago

Good morning, after an hour on the phone last night, I was assured everything as fixed but I got kicked out of YoutubeTv again this morning, mid programming.  It flashed an error message for less than a second (so, no, I can't tell you what the error code is). Tried texting you folks this morning, but got in a loop (I guess it wasn't a human). Anyway, as of this time/date, the Flexbox is not working. Thumb down.

Visitor

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1 Message

4 m ago

This is ridiculous that so many subscribers are experiencing the same technical issue.  Sounds like a Google/ Comcast war is nvolved here. 

Visitor

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5 Messages

4 m ago

Can we get our stuff together xfinity? This could be resolved fairly quickly. Who’s responsible for bugs on the flex platform? Xfinity or app developer? (In our case Google) 

Visitor

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5 Messages

@Lpswim

1 hour and 23 minutes to be told it’s a YouTube problem. Xfinity do better. You’re offering this application on your platform. You should have control. 

 

Visitor

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1 Message

4 m ago

Same problem for me.  While watching TV the app crashes and the apology message appears.  The only solution seems to be power cycling the device.   

Disappointing that seems to be an ongoing, unresolved problem.  

Official Employee

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464 Messages

Hello @user_896423 thank you for reaching out to us on our community forums. Please send our team a direct message with your full name and full address. I'd like to take a deeper look at this issue and send a few signals to your box. 

 

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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.
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Visitor

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1 Message

4 m ago

Hello. I’m having exactly the same issue as all the other many folks in this thread. I don’t understand, with this volume of the exact same complaint, stream to direct tv, and no others, tech support is asking each person to check their own personal devices. 

This is obviously a global issue where xfihity interfaces with Youtubetv. I gotta wonder if the fact that youtubetv is a competitor of xfihinity service might be only coincidence? 

Visitor

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4 Messages

4 m ago

You know the issue with Flex. Just fix it already.

Note: This comment was created from a merged conversation originally titled YouTube TV Crashes
XfinityRaul

Official Employee

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621 Messages

Hello, @user_b13610. I hope you're having an amazing day. I'm sorry to hear you've been having issue with the YouTube app. I'd like to help figure out the solution to this problem. So that we don't go over something you've already done, can you share with me what troubleshooting steps have you completed already?

 

Have you by any change tried resetting the streaming box by using our incredible My Account app?

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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4 Messages

No it's still broken. Xfinity Flex doesn't support YouTube TV it keeps crashing. I'm switching to Verizon 2/24. I wish Xfinity would simply acknowledge and address our issues. 

Official Employee

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299 Messages

Thank you for letting us know. We hate to see you go, but understand needs change. We would love to continue working towards a solution with you. We are here 24/7. 

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

Visitor

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1 Message

4 m ago

Happy to join the chat and add to the chat. Having exactly the same problem. Xfinity customer service is not working. You take each issue as an individual case and take us through your standard fix protocol. All us users know it's a waste of time and not going to work!!

This is a backend issue between the flex and Youtube TV

Can someone from Xfinity accept the issue and tell us you are aware of it and trying to fix it .... in the backend. Give us some hope that you are listening and trying to solve the problem.

Visitor

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3 Messages

This is ridiculous. What’s worse is how Xfinity refuses to tell the truth about its product. 

Visitor

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3 Messages

@user_d38303 

I gave up hope after no response from customer service.  Bought a Roku Express and it has been flawless.  No problem connecting to YouTube TV.  Roku has clearly been able to fix their dispute with YouTube TV.  Maybe Xfinity should follow Roku's lead and put their customers first.

Official Employee

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365 Messages

Hello, @user_d38303! Thank you for reaching out here on our forums. Please send us a Direct Message with your full name and address, so we may take a look at this issue and possibly troubleshoot your box. 

 

To start a Direct Message: Click "Sign in" if necessary

• Click the "Direct Message" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message.

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

Visitor

 • 

1 Message

4 m ago

I just got Flex, and am having the same issue.....I thought it was my box and exchanged it, but have the same problem.  IT IS UNACCEPTABLE that Comcast cannot find a resolution!!! The answer may not be to get another type of streaming box, but to switch to another internet provider.

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