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.

Responses

Keithkjw

New Poster

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4 Messages

3 years ago

Just got a flex today. Same exact issue as everyone else..need to power cycle to fix.

Add my name to people having this issue

3

CCMiguel

Gold Problem Solver

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358 Messages

u/Keithkjw hi! Are you having the same issues with the Youtube TV app or the entire box in general?

I no longer actively support the Xfinity Forum or work for Comcast.

3 years ago

0

Keithkjw

New Poster

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4 Messages

Just the YouTube TV app. For crying out loud, can't you see what everyone is writing?!?!?! You guys are unbelievable. Instead of working to take action, all you do is answer with questions!

How about a solution, such as "we have passed this issue along to our technical people. And they have actually taken the time to test it out, witness the issue, and work on a bug fix."

It's so obvious that whoever responds on this forum from Xfinity truly does not care!!

3 years ago

CCKorie

Problem Solver

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1.1K Messages

We do care, and want to help get this resolved for you. We would have to ultimately submit a ticket to our team to have this looked into. Can you please send us a DM with your name and address?

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon or https://comca.st/3iVtu1B

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

• The "To:" line prompts you to "Type the name of a person", but don't do that.

Instead, type "Xfinity Support" there. As you are typing a drop-down list appears.

• Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.

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

• Press Enter or tap the > icon to send it any of those platforms will be able to assist. :)

I no longer work for Comcast.

3 years ago

0

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user_b02da3

Visitor

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1 Message

3 years ago

Worst CS ever!!!!!!!

1

CCRobert

Official Employee

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455 Messages

Hello @user_b02da3 I hate to hear that you have had such a bad experience. I would like to help. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. 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 no longer work for Comcast.

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

3 years ago

0

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user_mntneerwv

Visitor

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20 Messages

3 years ago

Hello Xfinity Support,

When I started this post a month ago, I did not realize the number of others experiencing the same issue as me. I thought I was being helpful in providing your support with the details needed to research this issue and hopefully resolve. I am coming to the realization that one you truly do not one understand the issue and secondly have provided no hope to the individuals on this forum who have taken their time to share their experiences to help you. Why even have a Support Forum when the support agents I continue to talk to are totally unaware this issue and keep telling me I'm the first person to report it even though I've personally reported it at least 5 times. Something is seriously broken with your support that you cannot correlate when others are reporting similar issues. Has this issue been escalated to your 2nd or 3rd level support? Please give us some hope before we all stop using the Xfinity Flex and migrate our streaming services to other competitors devices.

4

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user_91de92

Visitor

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9 Messages

@user_mntneerwv

it is unbelievable we've gotten no answers from their service team on this forum. I know many industries are short workforce, but I didn't think tech was one of them. There at least needs to be some acknowledgment of the issue from SOMEBODY!

3 years ago

L

Lpswim

Visitor

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5 Messages

I just love how they pick and chose who to reply too

3 years ago

XfinityWilliam

Official Employee

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1.2K Messages

Hi @user_mntneerwv. Please send us a private message so we can take a closer look at this.

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

3 years ago

0

Visitor

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2 Messages

I also have this issue and during NFL playoffs!!!

3 years ago

0

CCAmir

Gold Problem Solver

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7.2K Messages

Hi user_60444d, thanks for reaching out to us here with this concern. We are aware of this issue and we have our engineers working on this as we speak. We will update the thread once we have a resolution. Thanks again.

I no longer work for Comcast.

3 years ago

0

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user_d2d79d

Visitor

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2 Messages

3 years ago

Hello Xfinity support,

I have had same issue with Youtube TV. I replaced new flex box and my modem, and tried all the troubleshooting both online and over the phone with support agents with Zero results. All we can do is reset our modems or flex box to use the app Youtube TV which only works for 45 min - 1.5 hrs.

Everyone is still waiting for xfinity support to reply to this forum or release a memo stating the Bug is being fixed.

we are not getting proper information on the issue, if Xfinity does not know the issue and working on it then let us know.

Do not reply for us to direct message and get online to chat so that you can work one on one to resolve absolutely nothing.

work on fixing the issue and let us know the progress, we do have patience with progression and honesty, not with hiding that fact there is an issue and sending any information to customers, that will lose our patience quickly. good day

0

U

Visitor

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2 Messages

3 years ago

App won’t load. Black screen.

Note: This comment was created from a merged conversation originally titled YouTube TV Flex box issue

1

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XfinityRaul

Official Employee

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1.9K Messages

Hello, @user_701d1d. I hope you're having an amazing day so far. I'm sorry to hear you're having issues with the YouTube application on your Flex box. Have you by any chance reset the device by using our incredible My Account app? How about a power reset, have you tried that? If not, please give it a try and let me know which one of these two options worked.

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

3 years ago

0

U

user_f62432

Visitor

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1 Message

3 years ago

I just hooked up my flex box and my kids wanted to watch nickjr, which we use YouTube TV for these shows and the apps opens up and pulls up the guides and lists of shows BUT when I click on the show to watch it just goes black, no sound, no show, nothing. None of the other apps do this. All of our other apps we have signed into are working just fine.

Visitor

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3 Messages

@user_cfec44

Email from Jessica at Xfinity said it will be fixed in an update during the week of January 31. Hope she is right.

3 years ago

0

XfinityChristina

Official Employee

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923 Messages

Hi, @user_dfc1cb. I just wanted to check in on you, how have things been since the most recent updates?

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.
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3 years ago

0

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user_dfc1cb

Visitor

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3 Messages

I continue to have my problem with YouTubeTV app on Flex and sometimes directly from router. It stops after a couple of hours, but sometimes I can immediately restart. Other times I can't get back on without using Code. I also find that many recordings in the Library skip frames. We were advised on this Community Forum that an update would be made last week, but through yesterday there has been no improvement. I have not had a chance yet today to see if it is operating okay. Turned TV on about 3 hours ago, and so far it is working.

3 years ago

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user_91de92

Visitor

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9 Messages

@XfinityChristina I am now having this problem starting tonight with Netflix. YouTube TV finally starting working this week without interruption, when suddenly tonight when I tried to go to Netflix, the same issue I was having with YouTube TV: upon entering, the notice "You are entering a third party app", then the screen goes black. What is the problem with FLEX??

3 years ago

0

XfinityDilary

Official Employee

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2.1K Messages

Hello, @user_91de92. Thanks for commenting on our community forums to let us know of this situation. I'm sorry to hear this is happening with your Netflix app now. Have you tried any self-troubleshooting? Such as rebooting the modem or Xfinity Flex TV box?

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

3 years ago

0

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user_f10ff4

Visitor

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2 Messages

3 years ago

I am still having the issue as well, nothing has changed for me after the "new update". I always have the tv on in the back ground for noise when I am working from home and it crashes on average, anywhere from every 30mins to every 2 hours. This is getting really annoying!

0

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user_f6b03a

Visitor

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3 Messages

3 years ago

The YouTubeTV I get through Xfinity Flex still goes off periodically, but instead of having to unplug the box, I can click the YouTubeTV icon and get it back. This occurs almost every time I am watching YouTubeTV. The process to fix it is quicker. Does this have something to do with the internet bandwidth dropping too low?

3

0

B

BC5665

Visitor

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3 Messages

@user_f6b03a I am having the same issue. This is much better than it was (the recovery time is much shorter), but still annoying. Please continue to work on this issue and keep us apprised of the progress.

3 years ago

0

CCDevin

Problem Solver

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735 Messages

@user_f6b03a

Hello!

Thank you for letting us know you found a temporary fix that is working better and faster than before. I hope this helps others as we continue to work on this. Have you tried to uninstall and reinstall the app and make sure it is updated as well?

I no longer work for Comcast.

3 years ago

0

CCJennifer

Problem Solver

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743 Messages

Hello @BC5665! I'll be happy to look into this further and submit a ticket for the issues you're experiencing. Could you please send our team a direct message with your full name and full address?

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3GMrzFB

Click the "New message" (pencil 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

- An "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 no longer work for Comcast.

3 years ago

0

U

user_507ce7

Visitor

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1 Message

3 years ago

Hello. I am still having this issue as well. Our app will just randomly close and send us back to the home screen. It probably occurs every 5-10 minutes, regardless of channel or time of day. This is the second flexbox we have gone through as we figured the first one may have had some weird hardware issue, only now just realizing it is likely a software error. We have tried restarting the flexbox and nothing seemed to work. I see other admins have had some contact with other customers so if anyone has a solution or can reach out directly, my family and I would greatly appreciate it!

2

CCTimothyA

Problem Solver

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785 Messages

@user_507ce7 Thank you for bringing this to our attention. I can understand how that can be very frustrating. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

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 no longer work for Comcast.

3 years ago

0

craigwf62

Contributor

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34 Messages

I have the same issue. I haven't been using Flex with Youtube TV because of the previous issues. I tried it again today (2/26/22) and found it bounced me back to the Flex home screen after just 10 minutes of YTTV, then after going back into the show I was watching, it only lasted 46 minutes before again bouncing me out and back to the Flex home screen. I guess I will have to go back to streaming YTTV from my pc.

3 years ago

0

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user_0d86da

Visitor

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5 Messages

3 years ago

Still happening. Daily. More than once, sometimes as frequently as every 20 to 30 minutes. Two and a half months since @user_mntneerwv first raised the issue, some six weeks since I added my voice to the chorus of users experiencing this crash, and about a month since @XfinityJessie posted that an "official solution" was being implemented. Multiple users followed up word of this "official solution" to report that while the YouTube TV app no longer crashed to a black screen forcing an unplugging/rebooting of the Flex device outright, it still knocked us off the app unexpectedly, sent us back to the Xfinity home screen, forcing us to log back into the app and find the program we were interrupted from watching. The fact that this remains an issue, and that Xfinity representatives are no longer replying to reports from users about ongoing problems with the app (or are robotically repeating requests to send them private messages, when this problem's obviously widespread across countless users), tells me everything I need to know about this company and how seriously it takes customer satisfaction. Absolutely surreal that this hasn't been fixed yet.

1

XfinityDilary

Official Employee

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2.1K Messages

Hello, @user_0d86da. We appreciate your comment. Thanks for letting us know about your experience. We appreciate your feedback. I totally understand how frustrating it must feel to not have a resolution yet. I'd like to ask you some additional questions. What troubleshooting steps have you taken so far?

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

3 years ago

0

U

user_mntneerwv

Visitor

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20 Messages

3 years ago

@user_0d86da, well said. Their handling of this issue really does not instill much confidence in Xfinity support ability or communication skills.

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Flex

user_mntneerwv

YouTube TV App Issue

Keithkjw

CCMiguel

Keithkjw

CCKorie

user_b02da3

CCRobert

user_mntneerwv

user_91de92

Lpswim

XfinityWilliam

user_20ee3f

user_3c88c5

Leoliketheninjaturtles

XfinityGabby

user_60444d

CCAmir

user_d2d79d

user_d76e9e

CCEdgardo

myonlyoption

user_701d1d

XfinityRaul

user_f62432

myonlyoption

CCJimmy

user_5e896e

XfinityDemitrius

user_cfec44

user_dfc1cb

XfinityChristina

user_dfc1cb

user_91de92

XfinityDilary

user_f10ff4

user_f6b03a

BC5665

CCDevin

CCJennifer

user_507ce7

CCTimothyA

craigwf62

user_0d86da

XfinityDilary

user_mntneerwv

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