Apple TV app not allowing any login

I recently got new cable boxes and when I try to log into the Apple TV app, no QR code shows (just the 7 day trial option) so when I use the menu to try and sign in it says something like it is not available. I can "Try again" but it is an endless loop. One of my boxes eventually (random as far as I can tell) showed a QR code on the landing page so I got in on that box, but I have not been so lucky on the other (I have one more box to go which I have not even tried yet). I have "reset" the app multiple times and rebooted the box multiple times. All the other apps are fine.

I tried to see if I could circumvent by selecting the 7 day trial, but it actually did not work either - got the same endless loop where it was not available. The message I get on both says something about internet connectivity, but of course this is through the cable box and my Wi-Fi is fine and all the other apps are working.

What can I do?

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XfinityGabriel

Official Employee

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2.3K Messages

2 months ago

fordos, Hi there! Thanks for reaching out to XFINITY for help with logging into the Apple TV+ app on your new cable box. I definitely understand the importance of being able to log in to the app so you can enjoy watching some Apple TV+ entertainment without that error message in an endless loop. Thanks for letting us know that you have reset and rebooted multiple times and that the other apps are fine. We are a team of experts who are happy to help over social media. Let's get this fixed. Have you checked if you are experiencing this on more than one box yet by chance or on another device? Another option to try is to manage your Apple TV+ subscription by visiting xfinity.com if billed through Xfinity. Log in to your account, select the services you want to manage, and go to (xfinity.com/yoursubscriptions) to access the Subscription Hub. Here, you can activate or cancel your subscription. If billed directly through Apple, manage your subscription at (tv.apple.com/settings). For password recovery, visit Apple's password recovery page. For more details see: (https://www.xfinity.com/support/articles/apple-tv-plus-overview) Please let me know if this helps.

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fordos

Visitor

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4 Messages

I do not think you understand - my subscription is active (not billed through Xfinity). The Xfinity app on my new box will not allow me to even get to a log-in option. When I try to get to the log-in, it shows an error message (not when I log-in, when I select "login"). One box had this issue and then randomly, the landing page showed a QR code and I was able to log-in. The second box has not shown a QR code, it only shows the 7-day trial option. So my only choice is to go to the apple menu on the app (top left, etc.) and try to log-in that way, which gives me the error (again, not associated with my credentials - I do not get that far, just when I select "login"). I tried to select the 7-day trial thinking that may allow a work-around in that it would recognize that I already had an account when I entered my credentials, but when I selected the 7-day trial option, I got the same error (again, never had an opportunity to enter my credentials). So this has nothing to do with my account - I cannot get to a screen to even enter my credentials.

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2 months ago

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XfinityThomasB

Official Employee

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2K Messages

fordos How many devices are paired with the Apple TV+ subscription? With an Apple TV+ subscription, you can stream content on up to 6 devices simultaneously, including all members of a Family Sharing group.

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2 months ago

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fordos

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4 Messages

Maybe 2 at the moment. But again, you are missing my point. The login is not failing. The TV app is not even giving me an opportunity to login. So there is absolutely no way this has anything to do with my account, because I have never been able to get to the point of entering my account credentials. The app is giving me no opportunity to login. When I hit the login option, it says not available (or something like that) and "try again". If I hit "try again" its an endless loop. So I never even enter my Apple ID of password. I got in on one box because randomly, instead of the 7 day trail button on the landing page, a QR code appeared to allow a login, and that login method, via a QR reader on my phone associating the TV, worked. But I cannot force a QR code, and thus far, every time I have tried on the other box, no QR code has appeared.

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2 months ago

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XfinityThomasB

Official Employee

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2K Messages

We apologize that this process has been frustrating fordos. Our team is a corporate based group, and are able to support/see the typical tickets that reach our engineering teams when attempting to pair apps to our system. 9/10 times the issue is something account related, and we are always happy to help, but walking through the most common hurdles in order to help in our forum community is always beneficial. I am thinking the next logical step from our end would be to reactivate, and run some diagnostic scans of the in-home hardware. 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 Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" 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.

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

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2 months ago

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fordos

Apple TV app not allowing any login

XfinityGabriel

fordos

XfinityThomasB

fordos

XfinityThomasB

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