Apple TV app looping me back to activation screen repeatedly

@XfinityDilary​ I'm having same ;problem on my Xfinity TV box.

I'm having same problem on xfinity box 

Same problem here. Had Apple support tell me that I should contact Xfinity. So when is someone going to fix this issue????????????????? Accessing through Xfinity DVR.

@memookiwidoo,

Can you please send our team a private message  with your full name and full service address so we can submit a ticket about the app? We can do a couple trouble shooting steps there and if needed, a ticket would be submitted. I am thinking that is the route we need to go because other customers have seen this and experiencing similar situations here in this post. 

To send the requested information:
  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon 
  • 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

@XfinityDilary​ I'm trying to access it through your Xfinity box. Someone suggested I try doing it through my Smart TV first, so I'll do that and see if it helps.

@user_f6e9f8​ Did you try the QR code solution? It got me right past the loop and now I can use Apple TV beautifully through Xfinity. I didn't get the answer from Xfinity Support, though. @Liza5326​ figured it out and posted it here--I marked it as my accepted solution. It didn't work for me a couple of weeks ago, but it did this time and I'm so happy I didn't have to go through all kinds of complicated steps after she encouraged me to try one more time.

@DisneyDreamer​ My Samsung already had the app, and it opened immediately. But when I tried to use it through Xfinity...I went right back into the loop. Sigh.

@kekaAZ​ Ugh...sorry to hear. Maybe if you were using the app before Xfinity integrated it you could try deleting the app from TV with TV remote, then adding it back and signing in again. Then maybe it will connect the account to the Xfinity integrated app when you open it with Xfinity remote. These things are finicky sometimes...shut things off, turn them back on they fix themselves! Sign out then sign back in, sometimes problems solved then too! Wish you luck, hope a solution is forthcoming for everyone and all the kinks get worked out.

@DisneyDreamer​ The QR code solution got me right past the loop and now I can use Apple TV beautifully through Xfinity. I didn't get the answer from Xfinity Support, though. @Liza5326​ figured it out and posted it here--I marked it as my accepted solution. It didn't work for me a couple of weeks ago, but it did this time and I'm so happy I didn't have to go through all kinds of complicated steps after she encouraged me to try one more time.

Can someone please post the QR code solution because I am having this exact issue and no one at xfinity thus far can help

@user_451dcb​ Found this link https://support.apple.com/guide/tvplus/lg-smart-tvs-apd9b76cd678/web for LG smart TV's 2016 or newer, maybe this will help.

Let us know if this works for you please! Thank you. 😀

I am still having this loop problem. So i can not get apple to authenicate as the halo spins forever. i am trying to get the 3 mo apple tv promo . i wasted hours talking to support persons, several, at both comcast and at apple. when will this be fixed????

@Moves​ Did you try the QR code solution? It got me right past the loop and now I can use Apple TV beautifully through Xfinity. I didn't get the answer from Xfinity Support, though. @Liza5326​ figured it out and posted it here--I marked it as my accepted solution. It didn't work for me a couple of weeks ago, but it did this time and I'm so happy I didn't have to go through all kinds of complicated steps after she encouraged me to try one more time.

@XfinitySelena​ older LG TVs do not have the app and cannot download it. Therefore, XFINITY needs to FIX the app they have. This is ridiculous.

@amstre​ Did you try the QR code solution? It got me right past the loop and now I can use Apple TV beautifully through Xfinity. I didn't get the answer from Xfinity Support, though. @Liza5326​ figured it out and posted it here--I marked it as my accepted solution. It didn't work for me a couple of weeks ago, but it did this time and I'm so happy I didn't have to go through all kinds of complicated steps after she encouraged me to try one more time.

IT DID NOT WORK FOR ME.

Xfinity needs to FIX the [Edited: "Language"] thing.

Hello @user_451dcb Thank you for your comments. I am sorry to hear that the accepted solution didn't work for you, but I'm glad you brought it to our attention so we can assist you further. I'd like to walk through some troubleshooting steps with you to try and resolve this and we can open a ticket for you from there, if needed.

Please send a private message with your first and last name, as well as complete service address to "Xfinity Support". To do so, click on the chat icon located at the top right of this forums page.

1. Click "Sign In" if necessary
2. Click the "Direct Messaging" icon (upper right corner of this page)
3. Click the "New message" (pencil and paper) icon
4. Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list
5. Type your message in the text area near the bottom of the window
6. Press Enter to send your message

I'd like to look into this further, can you send me a direct message? 

To send the requested information:
  • Click "Sign In" if necessary
  • Click the "Direct Messaging" icon 
  • 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

What’s the QR code solution

@user_1dc83c

This is a solution that will allow you to confirm that the user is wanting to add something to the TV or account via a subscription and sometimes is available to activate different equipment. 

Is there a particular device you are attempting to use and seem to be getting stuck in a loop or something? 

@albertneedshelp​ It didn't work for me the first time, either, which is why I finally came here. But after about two weeks of fighting the loop, everything connected with the QR code. I have no idea why it suddenly did. So I agree that Xfinity really needs to look into this so we're not floundering around with fixes that sometimes work and sometimes don't.

Yes and as time goes by we are losing the 3 months free because we can’t access the content

Hello there @user_7f6950!  Thank you so much for taking the time to reach out to Xfinity Support with Digital Care here on our Community Forum.  We are so glad to hear from you and want to assist with this in any way that we can.  You have reached out to as team of experts and we are going to help get this straightened out.  Please feel free to shoot us a DM with your full name and complete service address.  That way we can access your account and get started on this for you.  

Hi there @albertneedshelp!  Thank you so much for taking the time to reach out to Xfinity Support with Digital Care here on our Community Forum.  We are so glad to hear from you and want to assist in any way that we can.  You having the best experience with your service is a priority to us and we are going to get this taken care of.  Please feel free to shoot us a private message with your full name and complete service address so that we can take a look at what's going on and get this straightened out.  😉

There are many of us here with the same problem. When is it going to get fixed?

@Lee1027 I can definitely understand how frustrating issues like this are. This is currently a known issue, and we're working to get it resolved as quickly as possible. 

@Lee1027​ I'm nervous that I'll get signed out and it won't work the next time. But it did work for me the last time I tried it, and I haven't had any problems since. Here's hoping I never have to get into that loop again!

I'm in the same boat.  Tried the sign in and Qr code several times over the past couple of weeks. Just get stuck in the loop. I had high hopes after seeing some people were now successful using the QR code, but no luck. I don't have a smart TV.  Looking forward to Xfinity's resolution as noted in their replies to some comments.

@XfinityJennifer​ It shouldn't be taking this long.

@user_55hju8 Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience. This is an open, known issue. We are working to get the issue resolved as quickly as possible. Thank you for your patience. 

@user_7f6950​ me too for 2 weeks

Hi, @user_7f6950. This is a known issue we are working on. I see that some here have been able to get in. Can I have more details on the steps you've take so far?

@XfinityVianney​ After several tries, I finally got in via the QR code that hadn't worked for me for weeks. I have no idea why it suddenly worked for me that day, and I'm not sure it would work again if I were to be signed out of Apple TV again. It was very random--first it didn't work, then it did.

Have you found a fix yet, as it's a known problem?

@kekaAZ

I am glad to hear you were able to get logged in. I hope you are no longer having any issues with this?

Regarding the Apple TV+ App on X1 and Flex -

The following set top boxes are not compatible with Apple TV+: RNG150, Pace and Arris XG1v1, Samsung XG2v2 and Pace Xi3 X1 TV Boxes and Pace Xi5 Flex streaming TV Boxes. Please note that you also need a subscription to Apple TV+ to access content within the app. Currently, you can have up to six simultaneous streams with AppleTV+. You will also need sign into the Apple TV+ app separately on each TV box in the home. 

How to sign up and log onto Apple TV+ app on X1 and Flex:

1. Launch the Apple TV+ app on your X1 TV Box or Flex streaming TV Box.
2. You can Explore Apple TV+ or Sign In to the Apple TV+ app.
   • If you already have an account, select Sign in and press OK on your remote to enter the app.
   • If you don’t yet have an account with Apple TV+, select Explore Apple TV+ and press OK on your remote.
   • First time Apple TV+ customers are eligible for a three-month free promotion if you sign up via a link texted to you. See First Time Customer Promotion section for more information.
3. An Activation Code and a QR Code will display. You can either:
   • Choose to use a browser on your PC or mobile device and enter the activation code at https://comca.st/3My8Voa to link your device, or
   • Capture the QR code using your mobile phone camera or QR code reader to access Apple’s sign in/sign up flow.

@XfinityDaryl​ Well, that's new info on box compatibility. Unfortunately that doesn't help me as I apparently have a box that should work....but doesn't. 

@user_c69d9d44​ I just went through that. I had to upgrade the cable box. It took comcast 3 different boxes to get the right model that supports the Appletv app. 

So, the answer is to get a different cable box?

Hello, @shack2. I hope you're having a great day so far. You may visit any Xfinity store and pick one up today. You may use the incredible My Account app or this link to find the address to the nearest store https://comca.st/3xjCkOj.

@shack2​ I didn't. It worked for me finally with the QR code thing, without having to swap out anything. But it's worth a try!

@user_1dc83c​ Whoa! Three different boxes!

@user_ae9baf​ It's not Apple's fault, it's something to do with Xfinity. I did finally get through the loop, but now I'm nervous that if I don't watch it frequently it'll sign me out and I'll be back to where I started!

Hello and thank you for taking the time to reach out to us here on our Xfinity Forums! I'm so sorry to hear that you are having difficulty accessing the Apple TV app on your Xfinity box. Have you already tried the following steps:

1. Log in to Apple TV on macOS, IOS
2. Windows users can log into Apple TV at https://comca.st/39lzT41
3. A Terms and Conditions prompt will display. To proceed, accept the Terms and Conditions.
4. Log in from your Xfinity X1 or Flex device

Or attempted to log in using the QR code?