U

Visitor

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4 Messages

Sat, Mar 26, 2022 7:34 AM

Closed

Can't login to Apple TV plus

I get through the login screen, scan the QR code, login in on my device through apples two party authentication, the TV refreshes then says I have been logged out and need to login again despite still being logged in on my phone. I have tried several times with QR code and several times with letter code. Any advice would be great. Using Xfinity box, and internet.

This conversation has been merged. Please refer the main conversation:

Apple TV login

Official Solution

Administrator

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5K Messages

8 months ago

All,

Here is an interim solution provided by Apple that should help to resolve the issue. Please follow the directions below:

 

  1. Log in to Apple TV on macOS, IOS
  2. Windows users can log into Apple TV at https://tv.apple.com
  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

 

Please let us know if you continue to experience issues. Thank you’re your continued patience as we work to find a permanent solution.

Visitor

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4 Messages

@XfinityJessie​ sorry but everyone with this problem is already logged in to Apple TV with their other devices -- that still doesn't enable the Xfinity Apple TV app to work and let you log in -- that's the whole problem

Regular Visitor

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27 Messages

@XfinityJessie​ Nope.

Still same issue.

What kinda workaround is this?

People have posted doing the exact same steps with no success.

blufur1

Frequent Visitor

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13 Messages

It worked for me.  Dont know why, but it did.

Visitor

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8 Messages

@plsntnrules​ I didnt have to accept anything when going to tv.apple.com I'm sure I have done this from my browser in the past. When I opened the Xfinity AppleTV app I was already logged. Odd, first time I've been logged in on the app and it didn't require a code. It's almost as if a previous attempt completed. Now if they could just get my bill

Visitor

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4 Messages

@XfinityJessie​ This worked for me

Official Employee

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691 Messages

9 months ago

Thanks for taking the time to reach out to us regarding your issues with the Apple TV app. I am so sorry to hear that you are having trouble using this app on your X1 device. Have you attempted to log in using any other device? If so what was the result? Also, have you attempted to log in using other methods other than the QR code? 

Visitor

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4 Messages

@XfinityMichelle​ I am having the same issue. I tried the QR code and the 4 digit code on the website. In both cases it asks me to sign in. I can open apple TV on my computer. Also on the smart TV if I don't go through the cable box. I called xfinity twice. The first time they told me I needed to update my cable box. I went to the store and they gave me the exact same box.!? I called again they said they needed to send a code to the box. Neither of these "solutions" worked. 

XfinityOtto

Official Employee

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398 Messages

Hi, @user_0dff33

 

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 "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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. 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

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

Visitor

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4 Messages

@XfinityMichelle​ 

i am having the same issue - I just go through an infinite sign in loop after using the Apple TV activation code on my mobile decide Apple TV app - Comcast Apple TV app just says I’m signed out and asks me to sign in again, over and over

XfinityAmir

Official Employee

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7.1K Messages

Hi user_4f3a4c, thanks for reaching out to us here with this concern. We are happy to help, can you tell me if you get the same issue on any other equipment? 

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

Visitor

 • 

4 Messages

9 months ago

I'm having the same issue. I tried the QR code and the 4 digit code on the website. In both cases it asks me to sign in. I can open apple TV on my computer. Also on the smart TV if I don't go through the cable box. 

Regular Visitor

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27 Messages

9 months ago

Exact same issue.

Can login to apple tv on my phone and my laptop but when trying to do so on xfinity it gives me activation code and when I activate it on my phone xfinity will go thru the motions of signing me in and then just tells me that I have signed out and just stays in that loop.

What gives?

Visitor

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4 Messages

9 months ago

Same issue - continual log-in loop on X1, other devices work fine.

XfinityOtto

Official Employee

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398 Messages

Hi, @jgsavage1

 

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 "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" 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. 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

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

Visitor

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4 Messages

I am having exact same issue. Just got a new box too.

XfinityPaula

Official Employee

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392 Messages

8 months ago

Hello @user_6b9d02! I would love to help resolve the trouble with accessing appleTV. If you could please send me a direct message with your name, service address and apple TV ID. I will open an investigation to help resolve the trouble. Thank you! 

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://comca.st/3J0ir1l
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

Visitor

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4 Messages

@XfinityPaula​ I’m having the same issue my Apple TV app won’t launch in the xfinity platform the busy icon just keeps spinning after repeated attempts to exit out and try again.  

Administrator

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5K Messages

8 months ago

All,

We apologize for any customer experiencing issues accessing Apple TV+ through their Xfinity equipment. We are actively investigating this issue. If you would like to assist us with diagnosing and helping to resolve the issue, can you please send your Apple ID to me via a direct message? To send a direct message:

  • Click "Sign In" if necessary
  • Click the "direct messaging" icon in the upper right corner of every Xfinity Forum page
  • Click the "New message" (pencil and paper) icon
  • Type "XfinityJessie" in the "To:" line and select "XfinityJessie" from the drop-down list which appears. The "XfinityJessie" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

Thank you in advance for your assistance. 

(edited)

Regular Visitor

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27 Messages

CCMiguel

Gold Problem Solver

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354 Messages

Hi, @plsntnrules I like to help further with this for you and see how we can get this fixed.

 

To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

I no longer actively support the Xfinity Forum or work for Comcast. 

Regular Visitor

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27 Messages

I just tried it. No one is responding

blufur1

Frequent Visitor

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13 Messages

@XfinityJessie​ I did send you a message and was just wondering if there is an update since it has been almost 2 weeks.

XfinityDaryl

Official Employee

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644 Messages

@blufur1

 

I would recommend reaching out to Jessie with a DM if you have a specific question using the instructions outlined.

 

Also, for anyone having issues getting access to AppleTv+ on their Xfinity X1 set top box, please make sure your box is not one of the following models (which are not compatible with the AppleTV+ app):

    • RNG150, Pace and Arris XG1v1, Samsung XG2v2 and Pace Xi3 X1 TV Boxes and Pace Xi5 Flex streaming TV Boxes are not supported.

 

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

Visitor

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4 Messages

8 months ago

I've been having the same issues since they've launched the app. Curious if anyone who has sent a DM to xfinity was able to get it resolved and log in. Wondering if a simple log in  directly on xfinity, rather than going through your mobile device, would eliminate the issue.

Regular Visitor

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27 Messages

@user_55hju8​ I did what support asked us to do. And so far zilch help from them

XfinityEthan

Official Employee

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1.1K Messages

@user_55hju8. The issue is internal and we are working with Apple. Per Xfinity Jessie above you will need to DM your Apple ID

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

Visitor

 • 

4 Messages

would like to dm but I don't see the icon on the web page?

XfinityDena

Official Employee

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945 Messages

I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- Click "Sign In" if necessary
- Click the "Direct Message" 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

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

Visitor

 • 

8 Messages

8 months ago

Swell, by the looks of this thread there is definitely an issue. So, the QR code or the url seems to work but then the tv screen refreshes and nada. You can try this from mobile device or computer with the same result. The support from Comcast SUCKS! Not just with this issue, I mean in general. 

Regular Visitor

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27 Messages

@another_disappointed.customer​ I second that emotion. Not sure why I haven't cut the cord. I keep giving them second chances.

Visitor

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8 Messages

@plsntnrules​ I actually did cut the cord as far as their tv and phone service. Unfortunately, I have to keep their internet service but the amount of times they've dropped the ball is ridiculous and don't get me started on their tech support. Lack of properly logging calls, misinformation, etc. We'll see what happens with this issue but I'm not going to hold my breath. Good luck!

Official Employee

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416 Messages

@plsntnrules - We are here to help! If you would like to assist us with diagnosing and helping to resolve the issue, can you please send your Apple ID to me via a direct message? To send a direct message:

  • Click "Sign In" if necessary
  • Click the "direct messaging" icon in the upper right corner of every Xfinity Forum page
  • Click the "New message" (pencil and paper) icon
  • Type "XfinityJessie" in the "To:" line and select "XfinityJessie" from the drop-down list which appears. The "XfinityJessie" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it

 

Thank you in advance for your assistance. 

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

Visitor

 • 

2 Messages

8 months ago

Same issue as all the others with login to apple tv using xfinity. It does not work? Xfinity what's up

Visitor

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4 Messages

8 months ago

I got a different Xfinity box, and waited a few days, retried and finally got it to work. I m now using an X1 I think. I hope everyone on here gets it to work. 

Regular Visitor

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27 Messages

@user_6b9d02​ I have an X1. Doesnt seem to help

Visitor

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8 Messages

8 months ago

I've got 2 X1 boxes. Same issue on both.

XfinityTyler

Official Employee

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409 Messages

Thank you for bringing this to our attention through this Forums thread! Our Digital Care Team is here to help, every step of the way. To further assist, can you please send us a private message, including your full name, and your full address? You can do so, by clicking on the chat icon, in the top right hand corner of your screen, and once you click on that icon, you should be able to search "Xfinity Support", which should then give you the ability to send us a message. Thank you in advance, and I look forward to speaking with 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.tick

Visitor

 • 

2 Messages

8 months ago

I have two boxes and am having the same issue.  I just upgraded my b=cable box and am having this issue with the new box.

XfinityDena

Official Employee

 • 

945 Messages

I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around. We appreciate your signing up to be a part of the Comcast family, and I want to be sure we can get everything figured out for you with your service. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- Click "Sign In" if necessary
- Click the "Direct Message" 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

 

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

Visitor

 • 

5 Messages

8 months ago

Where is the solution? I don’t see it

maybe it’s because my Apple ID and xfinity Id is different? Did apple update that yet?

(edited)

Regular Visitor

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27 Messages

@user_54a270​ no solution yet. Xfinity support have gone dark.

Administrator

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5K Messages

@user_54a270 & @plsntnrules 

The temporary workaround provided by Apple has been shared on this thread. It was authored by me and it can find it directly below the original post. It is easy to identify as it marked as the "Official Solution" for this thread.

Did this information help you? Is there anything else we can assist with while we wait for a more permanent fix?

Just so you are aware, you will use your Apple ID credentials when logging into the Apple TV app not your Xfinity ID. 

(edited)

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

Visitor

 • 

5 Messages

7 months ago

Same issue here.  After months of complaints you think this issue would be fixed already!!!! Not just a “work around”.

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