ventruejusticar's profile

Contributor

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53 Messages

Sunday, April 16th, 2023 7:09 AM

Closed

AppleTV Plus App Will Not Launch On X1

I've tried a dozen times or so over the past several weeks and the AppleTV+ app on the X1 platform fails to launch.  It seems to get stuck on the display showing a black screen with the apple emblem with tv+ forever.

All other apps work on X1 including Peacock, Disney+, Netflix, Prime Video, Hulu, Youtube, HBO Max, Paramount+, etc without issue as expected.

Also as expected, I'm able to access AppleTV+ on my Apple TV streaming box, FireTV box, TCL Roku TV & onn. Google TV box.

I have tried rebooting the X1 cable TV box.  I have also tried launching the AppleTV+ app on X1 on one of my other X1 boxes and it fails and sticks on the same screen.  Not that it should make any difference with the app launching but I do have an active Apple subscription to AppleTV+ via directly thru Apple.

I thank you for your attention.  This is a relatively low priority problem as I have the other platforms to access AppleTV+ but it would be nice to get this fixed.

Accepted Solution

Official Employee

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553 Messages

1 year ago

Hello @ventruejusticar, thanks for reaching out for help on our forums! Are you receiving an error message or code on the screen when attempting to launch Apple TV on your X1 cable box? Do you know if you're using an X1 cable box or a Flex streaming box? 

Contributor

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53 Messages

@XfinityNico​ Well, I know y'all have to spend a bunch of time asking a bunch of questions that I've seemingly already answered but no, as I stated earlier, when I launch the AppleTV+ app on my X1 cable TV box, the emblem which is an apple aside the words TV+ on an otherwise black screen appears and freezes forever.  Nothing ever happens beyond that point.  The app does not launch.  There are no error codes.  There is nothing else.  If there were, I would have told you.  I do not have a Flex streaming box.  I have an Arris XG1v4 DVR cable TV box.

Official Employee

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1K Messages

@ventruejusticar Thank you so much for those details. With the 3rd part apps on the X1 box, the app does store data that can get stuck. If you keep getting the same thing over and over it sounds like the app is just that no worries there is an easy fix. On the box, you are having issues with if you could press the Xfinity button on your remote. Use the right or left arrow buttons to get to the gear icon and then press OK to go to Settings. Use the up or 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 your apps that are connected to the box but once logged back let me know if you still get the black screen. 

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Contributor

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53 Messages

Alright, that did the trick.  I thank you.

I thought I had already been thru every part of the X1 menu options but I wasn't aware of the ability to delete stored local data under Privacy.

I'm sure you're already aware, the downside of this shotgun remedy is that I'm forced to re-login to all my streaming services and while I haven't tried my other X1 boxes, I'm guessing I'm going to have to re-login on all secondary boxes as well.  And, lucky me, I actually have active accounts on all the services except for Discovery+.  I wish they all allowed for phone or web activation but many of them require you to type in the login name and password using the on screen keyboard...so tedious and antiquated.

Consider this issue resolved and I hope it doesn't recur.  Well done!

Visitor

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1 Message

Worked for me as well, although the steps I took with the xfinity remote did note align with the instructions. I navigated to Preferences then Privacy and then cleared local content. Apple TV link required login 

New Poster

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2 Messages

@XfinityAmandaB​ I have a new (to me) X1 4K box and am having the same issue. I followed the steps to clear locally stored data but this did not resolve the problem. I saw later in this issue that someone else who wasn’t able to resolve the issue with these steps posted the following:

“Xfinity support ran a process that took care of it: 

"We sent a provisioning signal to your equipment, which forces it to reinstall the firmware version and reconnect to our network. If this issue happens again in the future, please let us know, and we can send the signal again. This typically happens after there's an update to the equipment, and it doesn't register properly with our network." - XfinityStephanieK”

How can I get this signal sent to my equipment? I’d rather not have to call tech support. 

New Poster

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5 Messages

1 year ago

I have the exact same problem.  I spent one hour on the telephone with Apple to try to resolve it from their end and got no results.  They are just as perplexed about the connection failure as we are.  They had no solutions.

Contributor

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53 Messages

@Florenz​ Did Apple Support by chance know about the clearing of local data under Privacy as directed below?  Or did you happen to try that to solve your issue?

New Poster

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5 Messages

Apple Support did not know about the clearing of local data.  I have not tried that yet but will do so soon.  Basically, Apple Support did not know much about anything technical other than whether my subscription was valid or not.  

Visitor

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1 Message

10 months ago

Same problem with Apple app on Xfinity XG1v4. Clearing the data worked, but I then wasted 30 minutes of my life laboriously re-logging into each of my steaming apps. Have mercy Xfinity and update your firmware to allow a SINGLE app’s data to be cleared.

Contributor

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262 Messages

10 months ago

I had this problem a few months ago and clearing local data did not fix it.   Xfinity support ran a process that took care of it: 

"We sent a provisioning signal to your equipment, which forces it to reinstall the firmware version and reconnect to our network. If this issue happens again in the future, please let us know, and we can send the signal again. This typically happens after there's an update to the equipment, and it doesn't register properly with our network." - XfinityStephanieK

Contributor

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53 Messages

@BIslander​ That's great to know!  I thank you.  Fortunately the clearing local data did work for me that time. 

On a completely unrelated issue, I had a couple X1 wireless satellite TV boxes which were stuck on just 3-4 channels.  Any attempt to tune a channel outside of that group of 3-4 adjacent channels resulted in an error message.  I tried all forms of troubleshooting available to me and then spent 2 hours here on the forums in DM's and they reached a point where they tried everything and had escalated the issue to another tech support team and about 10-15 mins later the problem was completely eliminated.  I was not told anything about what they did or tried or especially the last thing they tried.  Perhaps it was a provisioning signal.

I just wish I had that 3-4 hours of my life back spent trying to fix what is, in my opinion, a not particularly well designed, written, or running operating system.  I'm not talking about the user interface or the features, etc.  It's the underlying OS or firmware.  For something that reboots every single day, there's still an occasional hiccup.  But, what do I know?  I'm not a software engineer or computer scientist.  Just a casual Windows user who has performed their own tech support for about 30 years now and occasionally builds their own PC.

Visitor

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1 Message

10 months ago

Has anyone had this issue with the Flex streaming box and been able to resolve? I’ve been on the phone with Xfinity multiple times with no solution and it’s frustrating because Apple is literally about the only app I watch. I got the Flex box a week ago to minimize my bill as I don’t watch cable outside of Max and Apple and now I can’t. It freezes on the initial black screen and won’t launch. My new remote has no Xfinity button. 

Contributor

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53 Messages

@user_b5a4f4​ I've found the tech support here in the forums via DM to be more effective and more efficient than calling.  Perhaps you can get someone with them to reprovision the box, whatever that means.  It seems to be some sort of signal that causes the hardware to completely wipe its firmware/software and start from scratch.

Official Employee

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137 Messages

Hello, user_b5a4f4. Let's see what we can do to get this fixed for you ASAP since your remote doesn't have an Xfinity button. I recommend using the Xfinity Web Remote to access the Flex box as it will include the Xfinity button. Here is a link with more information https://www.xfinity.com/support/articles/x1-accessible-tv-remote-web-app.

 

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8 months ago

Weeks with no Apple TV and no help from xfinity. Additionally, tiled and pixelated cable. Terrible service for being a loyal customer

New Poster

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4 Messages

7 months ago

Apple+ login problems.  About 95% of the time when I go to Apple+ I need to login. I normally use the OCR Code then type in my Apple ID and Password. Sometime the OCR Code isn’t on the screen and I need to go to the Setting part of the app.  Why doesn’t the login hold. This happens on the X1 and secondary boxes.   

Official Employee

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1.1K Messages

@45C - I know I'd be wondering that same thing too! Is this issue isolated to Apple+, or, are other steaming services having you log in each time too? Apple TV+ has its own parental control settings you can access and modify. Have you checked to see if any settings within parental control might need toggling? 

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New Poster

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4 Messages

This problem of having to login into Apple+ each time I want to access its programs only is on Comcast equipment. I have no problem on my iPad or on the Apple+ apps that are on my Samsung or LG smart TV’s. Also,, sometimes when I try to access Apple+ it asks for the login immediately, sometimes I appears I’ve logged in until I try to watch a particular show and then it wants me to login and sometimes it acts as if I’ve never signed in and don’t have an account. Seems that wherever login info is stored can’t be accessed. 

Official Employee

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1.3K Messages

Thank you for keeping us posted, @45C! Does your Apple+ subscription have a limit on the number of screens you can use to access the app?

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New Poster

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4 Messages

No.  There is no limit of the number of screen you can use to access the app. 

Official Employee

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1.7K Messages

Have you tried removing the Xfinity app completely and then adding it back again with your username information to see if that helps? 

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3 Messages

7 months ago

To piggyback off of everyone’s comments, because I believe the employees aren’t 100% sure what is going on:

  1. We are not having an issue with any other app that we can access on the X1 boxes, just the Apple TV+ app. So yes, it’s isolated to the Apple TV+ app only.
  2. When rebooting the device, refreshing the signal, unplugging and plugging back in, etc. that does nothing to fix it.
  3. The main suggestion here has been clearing the third party app data to fix the problem, however, I’ve tried this multiple times, and haven’t had any success.
  4. Personally, I’ve chatted in, talked on the phone with agents, you name it, and being told time and time again different information is draining.
  5. The theme here, correct me if I’m wrong everyone, is the 4k boxes providing this issue with the Apple TV+ app. I’ve been experiencing this, and a multitude of other issues, since I received my equipment on August 17th. While I thought that it was in regards to just the wireless 4k box, the wired 4k box actually also has this issue. I just swapped my main box for the XG1v4 on Saturday and now I’m having the same issue. This seems to be isolated to just these boxes.
  6. Given that information, this needs to get escalated to the right department, and, in my opinion, a press release needs to be made regarding this issue. This article on the forum has been open for 5 months, and with no resolution in sight, this is very embarrassing for the company, and concerning that your customers are trying to figure out and fix their issues on their own with minimal to no help from the employees. No fault to their own, it’s because there seems to be no interdepartmental communication between anyone. And truly, if this was just an issue that needs to be patched but it takes time then that is okay, but. The issue is being left in the dark when the customers are the poor class trying to exist.

Official Employee

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1.5K Messages

We are glad to take a closer look at this for you.  Please feel free to shoot us a private message so that we can get started.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging 

 • 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

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Regular Visitor

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4 Messages

Yes; I agree! This is an Xfinity issue.

When I want to watch Apple TV+ on our television with the dvr, I need to reboot the dvr box. Then Apple TV+ will show the movie/series. Otherwise, it opens Apple TV+, plays the ‘ads’ and ‘recap’ only. Won’t play the movie/series itself until I reboot the dvr. On our tv with an ancillary box (not dvr) Apple TV+ plays just fine. Go figure?

Visitor

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1 Message

This is what I am experiencing as well.  I can watch Netflix, Amazon Prime, Paramount +, etc. with no issue, only happening on Apple TV app.  

3 Messages

@bambooway​ 

I have the same problem, which started in late September with my X1 box (which has previously not had a problem). Apple+ launches, I select the show, a coming attraction and then a recap runs and then I get a gray screen that says “Video not available. There’s a problem loading this video. If this continues, check your internet connection”. If I either “restart” or “system refresh” the box, then Apple+ works fine until I exit the app and then it reverts to not working as described above. Apple+ works fine on my IPad and IPhone.  Apple+ also works perfectly on my auxiliary/satellite xfinity box. I don’t want to replace the box and lose a number of saved programming. And I don’t want to refresh the local data and have to go through the tedious proces

1 Message

7 months ago

Hello, I was having the same issue with the Apple TV app on my X1 box. I cleared all data as stated in above comments. App worked and I logged in but it does not show my library option in the app. 
i logged into the Apple TV app from my firestick as well as my PlayStation Store and when the Apple TV app comes on, the library caption is at top with the others. 
So it has to be an issue with xfinity with the Apple TV app. How can I fix this?

Official Employee

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510 Messages

@user_ec399b Our team can help you with your Apple TV concerns today. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
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

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3 Messages

7 months ago

So everyone,

I was able to finally fix this, and I’m speechless on how I had to do it.


Just some quick clarification here when I just got my services around a month ago, I haven’t been able to access the Apple TV app on any of the 4K boxes that I had. The Apple TV+ logo would just stay on the screen as if the app was launching, however, it would never get passed that screen. Numerous people have tried to help me out with this with no success such as system refreshes, restarts, etc. I’ve been told that “the app should work on the 4K boxes just fine” even though I clearly was having an issue even trying to open the app for the first time to log in and use it.

Yesterday, season 3 of The Morning Show came out, so it was being advertised on the apps page on the X1 menu. I decided to click on it. When I did, the app actually brought me to the series page! I was able to go to the sign in page and then I was finally able to use the app. I exited the app before I got too excited so I was positive this was real, and sure enough, it worked still and opened within 8 seconds. I went into my living room to try the X1 box in there and do the same thing, although this time, I asked the remote assistant for a specific show on Apple TV+ (I used The Morning Show again to test it out) and wouldn’t you know, it worked!!

I’m so ecstatic that I can actually use the system to its full capabilities. However, I’m disappointed that it took so much effort to get here, and even how it took me figuring it out myself vs Comcast being able to help me with this.

i believe there is a bug with the Apple TV+ app that’s preventing it from opening on the 4K X1 models if the app hasn’t been interacted with before and it’s the first time someone is logging into the app. I was able to use the app on the old X1 box that had the clock on the front, just not on any of the 4K boxes. I’d like to see all of you give it a try if you’re still struggling with accessing the app. I urge Comcast’s to look into this matter as it’s very inefficient for your customers to have to go through so much effort to access an app that should be available to them the moment the box is activated. I believe there needs to be a press release with an apology and a comment saying that they’re looking into the matter

@jadlo99​ Also speechless, THANK YOU.  This worked for me.  Thanks for nothing xfinity.

1 Message

@jadlo99​ 

Amazing. Thank you! Been trying to get a fix for a month. This worked! Appreciate you sharing

New Poster

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3 Messages

@jadlo99​ OMG!! You solved it! This solution worked for me too. Thank you for sharing this workaround!!

Frequent Visitor

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8 Messages

7 months ago

This worked for me. Thanks for posting 

New Poster

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5 Messages

7 months ago

I have exactly the same issue with one major exception:  Two of my three XiD-P (the smaller boxes for other TVs than my main TV X1 setup box) have successfully launched and operate the AppleTV+ application.

Last month I swapped out my X1 unit for a brand new one thru our local Xfinity Store as the prior unit was failing...randomly shutting off.  The original X1 ran all the third party apps as mentioned (Peacock, Disney+, Netflix, Prime Video, Hulu, Youtube, HBO Max, Paramount+, etc.) including AppleTV+.  After installing and setting up the new box, I reinstalled all the apps.  However, my experience with AppleTV+ is exactly that as mentioned in the original thread...the lower caption advising about third party app and the appearance of the AppleTV logo with no ability to log-in or move forward.

I conducted an hour long online chat with a technician only to be told that they reached the limit of their remote abilities and would elevate my case.  I never received any further contact from Xfinity.  I then telephoned technical support and although friendly and knowledgeable, she too was unable to solve the issue after more than hour and multiple resets and restarts.  She set me up for an appointment by an Xfinity tech (at no cost).  During his subsequent visit, I demonstrated the problem on the X1 and the operating XiD-P units that did connect to AppleTV+.  He informed me that would be unble to resolve the issue given that it was an app.  That all he could suggest was replacing the X1 again, which I did not want to do given all the setup to match my TV, Receiver, entertainment devices, etc. and install of all the other apps. Also he thought that replacement would not likely solve the problem.  Side note: Xfinity billed me $100 for that 15 minute visit which I later contested and was corrected.

Bottom line:  Every now and then I attempt to launch the AppleTV+ through various means (Voice Remote, App's screen, Menu Selection, etc.) all to no avail.  It's extremely annoying that I have to resort to launching AppleTV+ through either my AppleTV+ box or through my Samsung Smart TV.

This is not the only thread or comment that I've discovered relative to this problem so Xfinity should devote energy to resolving this...it's been going on for quite a while now with multiple complaints.

3 Messages

@KenikaNJ​ have you tried what I suggested above? It’s worked for others once I said that :)

New Poster

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5 Messages

I was hesitant to try the suggested fixes given that it would require “starting from scratch “ having to reinstall all of my other current apps…compounded by having the main setup box and three other TVs on the XiD-Ps. Since two were operating fine (with AppleTV+) and two weren’t, I wasn’t going to risk encountering new problems. 

Instead, I kept occasionally trying to launch the AppleTV+ app and eventually got one of the two to take hold…quickly going to the other and doing likewise. In both cases I had to capture the onscreen QR code and go through the log-in process with success. 

Therefore my recommendation is to be patient and try launching AppleTV through the Apps screen option versus voice remote and play “Russian Roulette”. It took me about a week or more before I got the app to launch properly. 

New Poster

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2 Messages

7 months ago

I’m having a somewhat similar issue except that I’m able to start an Apple show, it gets through the recap, and then I get a message that says Video not Available. This is true for multiple shows on Apple TV. All my other streaming apps work fine. 

New Poster

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7 Messages

Me too!  Apple TV+ has worked flawlessly for me ever since launched, until last week around 9/27/23.  Exact same symptoms: launches, recap, then "Video not Available,"  "check your internet connection.  My internet connection tests great, everything else works fine including regular Cable TV, On Demand, Peacock, Max.

Official Employee

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1.1K Messages

Hello @ScottBojko, thanks for reaching out for help with your Xifnity stream app. Our team will be glad to take a look at this in more detail. To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this 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

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

Please let me know if you have any questions or run into any problems. 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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New Poster

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5 Messages

@mckomar​ I encountered that same response but kept at it returning the next day or two eventually getting through and having it run properly. One trick that might have helped was launching AppleTV+ on my mobile phone and using “resume” watch a few minutes of a show I previously started. The TV apps seemed to get past that hiccup after that. Good luck.

New Poster

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7 Messages

@ScottBojko

UPDATE 2 10/8/23 morning:: problem returned several hours later.   Xfinity and Apple TV+ apparently have a problem together  that needs to be solved together.   More reports are showing up on both Xfinity and Apple user forums. 

UPDATE 1 10/7/23 afternoon::  I DM'd with Xfinity support and, after going through a lot of Q&A, Xfinity support refreshed the signal to my X1 box and it has appeared to correct the problem!  Here's how to DM. Good luck!

Xfinity support: thanks for reaching out for help with your Xfinity stream app. Our team will be glad to take a look at this in more detail. Use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address. Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this 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

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

(edited)

New Poster

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7 Messages

@XfinityRyanE​ I DM’d with a tech who eventually refreshed signal to my box (something like that) which momentarily solved the problem, but within a few hours, problem re-occurred and continues. 

based on the volume of reports, this appears to be a systemic problem between Apple TV+ and xfinity

1 Message

7 months ago

I have the same problem with the Apple TV+ app all of the sudden. Have been a subscriber for years and the app worked fine. Read just about every “fix” online and even tried to uninstall/reinstall the app on my Samsung tv but it wouldn’t let me. As I was using the Samsung remote rather than the Xfinity remote I thought I would open the app itself using the Samsung remote and voila it worked just fine!?!?!  Weird though, the color and clarity is off. Can’t figure it out but I can now finish watching The Morning Show. Xfinity should make sure all apps are in working order for what they charge. Spent a lot time on this—fix it Xfinity. 

Contributor

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53 Messages

@user_r19nv0​ I'm a little confused because you said you tried to uninstall/reinstall the app on your Samsung TV.  This thread is specifically dealing with the Apple TV+ app on Comcast Xfinity's X1 cable TV boxes.  As far as I know its impossible to uninstall/install apps on the X1.  They're in essence built into the X1 interface or platform.

Official Employee

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1.1K Messages

@user_r19nv0 Thank you for reaching out via our Xfinity Forums. Can you please clarify if you are trying to access your Apple TV subscription on your X1 device or is the app on your Samsung TV?  We can not troubleshoot the app on your TV but if you are using trying to access it via the X1 box we can troubleshoot this with you. 

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3 Messages

6 months ago

I posted the following a few days ago and also sent the same message by DM to Infinity support, but have received no response from Infinity. Would someone at Infinity please respond.

“I have the same problem, which started in late September with my X1 box (which has previously not had a problem). Apple+ launches, I select the show, a coming attraction and then a recap runs and then I get a gray screen that says “Video not available. There’s a problem loading this video. If this continues, check your internet connection”. If I either “restart” or “system refresh” the box, then Apple+ works fine until I exit the app and then it reverts to not working as described above. Apple+ works fine on my IPad and IPhone.  Apple+ also works perfectly on my auxiliary/satellite xfinity box. I don’t want to replace the box and lose a number of saved programming. And I don’t want to refresh the local data and have to go through the tedious process of logging back into all of my apps.”

Official Employee

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1.7K Messages

@user_s42oii Hi there! Thanks for taking the time to reach out to us today. We are sorry to hear you are having issues with streaming videos in the Apple+ app. I watch this a lot, so I can understand how frustrating this must be. Our awesome team can help.

 

We would like to do some account specific troubleshooting. Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

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4 Messages

@user_s42oii​ We had the same problem. We tried changing the big Xfinity box in the living room for one of the smaller auxiliary boxes in the bedroom. I saw this on some forum. It worked great. There is something wrong with the Xfinity X1 big boxes and Apple +. I miss the clock on the box in the livingroom but we can watch Apple + anytime now. Good luck!

New Poster

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7 Messages

Same here friends.  Exact same problem persists for several weeks now.  None of the suggested workarounds or fixes provide permanent solutions.  On the occasions when a refresh “works” the problem returns shortly. “Video 

not Available.”     Something changed.  Apple TV+ and Xfinity need to work together to solve, and stop putting customers through the runaround.

fingers crossed.   Love Apple TV+ programming and Xfinity is otherwise great too!

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UPDATE after several weeks of “Video not Available” requiring Xfinity X1 box 10 minute “refresh” workaround to watch each Apple TV+ program, for last few days,  Apple TV+ is once again working properly on Xfinity X1 with no other action on my part.

thank you Apple and/or COMCAST XFINITY! (Hope I don’t jinx it)

Is Apple TV+ now working again for others?

(edited)

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