I finally got this issue escalated. They now claim there is a national outage for AppleTV on X1 boxes and have no estimated time/date for recovery of this service. It took too much effort to get past front line support.
I just posted about the same. Xfinity wants to CHARGE me $12 to send me a new box, I was told this is the only fix that they have now. Why are they charging their customers when the problem is with the compatibility of THEIR equipment?
Our AppleTV app stopped working as well, but this fixed it for me — before you try it, understand that you’ll have to log back in to ALL of your apps.
Press the Xinity button on your remote. Use the right/left arrow buttons to get to the gear icon (settings). Press OK. Use up/down arrow buttons to get to “Privacy” and press OK. Go to “Locally stored data” and press OK. Once that is cleared, you’ll have to log back into all your apps.
After I logged back into all of our apps and went back to regular cable, I got an error message when I tried to change cable channels. I unplugged the cable box, and everything worked fine after that restarted. I don’t know if that was related or just a coincidence.
Oh, no! I'm sorry to hear that you are running into issues accessing Apple TV on your TV box @user_jugmz6. We can definitely help troubleshoot. May I ask if you are experiencing any error codes or messages? Are you subscribed to Apple TV through Xfinity or Apple TV directly?
@XfinityAlyssaA Escalations confirmed on Saturday, 12/14, that there was a National Outage with AppleTV on X1 boxes. Surely you can get the same information from escalations as I did. I emailed the President of Comcast NE Division who forwarded to Executive Escalations, and I got a phone call back within the hour. This is still broken.
Escalations just called me back with a fix: Press the Xinity button on your remote. Use the right/left arrow buttons to get to the gear icon (settings). Press OK. Use up/down arrow buttons to get to “Privacy” and press OK. Go to “Locally stored data” and press OK. Once that is cleared, you MAY have to log back into all your apps. I had to re-authenticate with AppleTV and everything is working, but Netflix, Paramount Plus retained my info and I was able to see my content and My Lists without having to sign in again.
purplelobster
Visitor
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5 Messages
2 days ago
I finally got this issue escalated. They now claim there is a national outage for AppleTV on X1 boxes and have no estimated time/date for recovery of this service. It took too much effort to get past front line support.
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KPAR4675
Visitor
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4 Messages
1 day ago
I just posted about the same. Xfinity wants to CHARGE me $12 to send me a new box, I was told this is the only fix that they have now. Why are they charging their customers when the problem is with the compatibility of THEIR equipment?
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user_bsbuzo
Visitor
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2 Messages
23 hours ago
Our AppleTV app stopped working as well, but this fixed it for me — before you try it, understand that you’ll have to log back in to ALL of your apps.
Press the Xinity button on your remote. Use the right/left arrow buttons to get to the gear icon (settings). Press OK. Use up/down arrow buttons to get to “Privacy” and press OK. Go to “Locally stored data” and press OK. Once that is cleared, you’ll have to log back into all your apps.
After I logged back into all of our apps and went back to regular cable, I got an error message when I tried to change cable channels. I unplugged the cable box, and everything worked fine after that restarted. I don’t know if that was related or just a coincidence.
(edited)
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XfinityAlyssaA
Official Employee
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2.2K Messages
23 hours ago
Oh, no! I'm sorry to hear that you are running into issues accessing Apple TV on your TV box @user_jugmz6. We can definitely help troubleshoot. May I ask if you are experiencing any error codes or messages? Are you subscribed to Apple TV through Xfinity or Apple TV directly?
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KPAR4675
Visitor
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4 Messages
13 hours ago
I’m going to pick up a new box at the xfinity store near me. Will let you know if this solves the problem.
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purplelobster
Visitor
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5 Messages
6 hours ago
Escalations just called me back with a fix: Press the Xinity button on your remote. Use the right/left arrow buttons to get to the gear icon (settings). Press OK. Use up/down arrow buttons to get to “Privacy” and press OK. Go to “Locally stored data” and press OK. Once that is cleared, you MAY have to log back into all your apps. I had to re-authenticate with AppleTV and everything is working, but Netflix, Paramount Plus retained my info and I was able to see my content and My Lists without having to sign in again.
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