Skip to main content

  • Home

  • Getting Started

    • Offers

U
user_62eux5
1st Topic
1st Reply

7 Messages

Wednesday, May 15th, 2024 9:56 PM

Closed

Apple TV locks up

While watch Apple TV on an x1 dvr connected via cable, it often buffers and locks up. This can happen on Netflix Hulu and prime as well. It does not happen on cable channels on the same dvr/tv. It does not happen on our second tv/dvr. It does not happen on our phones or laptops. Why?  Is there any relationship with the WiFi and or cable modem or router or is everything controlled by the cable?  It happens more often at night but can occur at any time.

Question

 • 

Updated 

6 months ago

29

1

0

Was this helpful?

XfinityJeniece

Official Employee

 • 

2.4K Messages

6 months ago

Hey there, user_62eux5, thanks for reaching out through Xfinity Forums regarding the issues with your Apple TV. We would be happy to help with troubleshooting. I know my family does a lot of streaming in our household too and we want to ensure you can watch your favorite programs! Where is your Apple TV placed in relation to the modem? Do you know if you have any splitters connected to your modem? 

 

3

0

user_62eux5

7 Messages

It isn’t an Apple TV, it’s the Apple TV app running from our tv connected to an x1 dvr cable box. The issues come and go and also happen with Netflix or Hulu or Prime 3rd party apps. It is all connected with a cable. It is the 3rd party apps that have the issue and not regular cable channels like abc or cnn etc. 

(edited)

6 months ago

0

XfinityNicolas

Official Employee

 • 

1.1K Messages

 

user_62eux5, thanks for clearing that up and narrowing it down. It shouldn't be the connection since it is working just fine on ther other devices. Unless the one box has a bad connection or something. If you can send us a direct message, we can check the connection levels to it. Clearing the cache of the box may fix it too but would require signing back into all your apps. A signal level check would be easier. 

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the 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 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

6 months ago

0

user_62eux5

7 Messages

Thank you. The next time we are having issues, I will request a signal level check via direct message. 

6 months ago

0

forum icon

New to the Community?

Start Here