Hi there, @nelson4family! Thanks for taking the time to reach out about watching Apple shows. We are glad to help and will get to the bottom of this! I checked if this is an issue our engineers are working on but do not see it listed. After you reset the box does it continue to work through the shows or do you have to reset it with each show/program?
I have to reset the box every time I want to watch an Apple show. The show starts out with a commercial, then it will play a recap but when the new episode is ready to start, I get a screen that says video not available, check your internet connection. It takes 15 minutes to reset then Apple content plays normally.
@nelson4family - Thank you for getting back to us with those details! We may need to troubleshoot your equipment/service directly in order to submit a ticket to our engineers. If this is a bigger issue, affecting multiple customers, it will help the more people who reach out! Could you please send our team a direct message to get started?
To send a direct message:
Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.
To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!
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.
I am having the same issue. Just started a few days ago. What happened between Xfinity and the Apple TV app??? No videos are available. All other streaming apps work fine. I rebooted, reset system and logged off and back on the AppleTV app last night (with Xfinity assistant), and did get videos to appear. Today, back to Video Not Available!
XfinityRay
Official Employee
•
2.2K Messages
1 year ago
Hi there, @nelson4family! Thanks for taking the time to reach out about watching Apple shows. We are glad to help and will get to the bottom of this! I checked if this is an issue our engineers are working on but do not see it listed. After you reset the box does it continue to work through the shows or do you have to reset it with each show/program?
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user_ddcfdc
Visitor
•
8 Messages
1 year ago
I am having the same issue. Just started a few days ago. What happened between Xfinity and the Apple TV app??? No videos are available. All other streaming apps work fine. I rebooted, reset system and logged off and back on the AppleTV app last night (with Xfinity assistant), and did get videos to appear. Today, back to Video Not Available!
0
0