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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.

New Poster

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4 Messages

4 m 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

Official Employee

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266 Messages

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

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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!!

XfinityKorie

Official Employee

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729 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 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

Worst CS ever!!!!!!!

Official Employee

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160 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 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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20 Messages

4 m 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.

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!   

Visitor

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5 Messages

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

Official Employee

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178 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.
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Visitor

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1 Message

Well Youtube TV is direct competition with Xfinity's cable services so why would they go out of their way or even try to fix this issue.  They just keep giving the same scripted response with no resolution which this thread has been going on for over a month.  Classic Xfinity customer service which is why I dropped their cable. 

Visitor

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3 Messages

4 m ago

Please fix xfinity error for YouTube TV app. The issue is not google, it is xfinity. I’m experiencing the same issue that other users are mentioning. Honestly the issue should have been fixed by now. I along with the other users are continuously having to reset the flex because the app keeps blacking out. Please fix the issue!!!!!

Note: This comment was created from a merged conversation originally titled YouTube TV app on flex not working

Visitor

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4 Messages

https://forums.xfinity.com/conversations/flex/youtube-tv-app-issue/61bfe8b1f06968168603a2c1

[Edited: "Inflammatory"]

[Edited: "Inflammatory"] u have to upgrade to the pay to use their platforms to watch the shows you prob already have on REAL streaming services. 

PLUS Peacock ads are all over the FLEX platform 

XfinityGabby

Official Employee

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474 Messages

Hello @user_3c88c5, we appreciate you taking the time to reach out to our team through Forums. Thank you for letting us know about the issues you are running into while trying to enjoy YouTube TV through our flex box. Can you advise if you're getting an error message and what message it is?

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Visitor

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2 Messages

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

XfinityAmir

Official Employee

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6.9K 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. 

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Visitor

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2 Messages

4 m 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 

Visitor

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1 Message

4 m ago

Having the same issue here. XFINITY, where’s your solution? When are you going to stop trying to crowd source the resolution? 

Official Employee

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287 Messages

Hi there. Thank you for posting a comment on this post. We will be more than happy to look into this issue. Please send us a peer-to-peer message to continue assisting you. 

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

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5 Messages

Or maybe let everyone know what the fix is or when it will happen? Comcast always aiming to take care of their customers! 

Visitor

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2 Messages

4 m ago

App won’t load. Black screen. 

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

Official Employee

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621 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. 

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Visitor

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1 Message

4 m 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. 

New Poster

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5 Messages

@user_f62432​ beyond frustrating.  Makes you wonder why Comcast offers YouTube tv.  I always appreciate Comcast making customers feel like they matter! Truly blessed. 

Official Employee

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187 Messages

Hello @user_f62432, thank you for reaching out to us! We will be happy to help with the issue that you're having! Have you attempted to reset the box to see if that helps? Also, do you ever come across any type of error message? 

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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2 Messages

4 m ago

Every night watching the tv goes black on flex.  I have roku on my other tv and its not a problem.

Note: This comment was created from a merged conversation originally titled Youtubetv on flex

Official Employee

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221 Messages

Hey! We would like to look further into the issues you are experiencing with the YouTube TV application. 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

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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5 Messages

4 m ago

This is still occurring. When will YouTube tv app be fixed?

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.

Official Employee

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769 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.
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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.

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??

Official Employee

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226 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.
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Visitor

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2 Messages

4 m 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! 

Visitor

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3 Messages

4 m 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?

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.

Official Employee

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

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235 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 "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 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

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!

Official Employee

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245 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 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
craigwf62

Contributor

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31 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.

Visitor

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5 Messages

3 m 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.

Official Employee

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226 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

Visitor

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20 Messages

3 m 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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