Skip to main content

  • Home

  • Getting Started

    • Offers

U
user_74a8a1
1st Topic
1st Like
Stamp of Approval

1 Message

Friday, September 22nd, 2023 9:50 PM

Closed

Requires Xfinity Internet Error on Apps

Today we started getting an error message when we try to access Apps on on main cable box.  When you select an App, say Netflix, we get an error that states:  "This feature requires Xfinity Internet".  We have Xfinity Internet and it is working fine.  This is only on the main box as all the wireless boxes access the Apps just fine.  I've rebooted the Internet, the cable box and also did a system refresh.  Help, please.

Question

 • 

Updated 

10 months ago

4.9K

40

Was this helpful?

user_x6qz6q

4 Messages

1 year ago

I just started getting this error around 11/23/2023. After working daily with their techs and senior techs up until yesterday I was told that is was a system issue and they would ‘let me know’ when it it is fixed. So, I’m back to using two remotes until they get it fixed. 

5

0

user_lvzkj9

2 Messages

I have the same issue. Do you have a ticket number I can give them. All the u speak to are lost in resolving this issue.

1 year ago

0

XfinityDemitrius

Official Employee

 • 

1.3K Messages

Hey @user_x6qz6q,

 

Thank you for visiting our official Xfinity Community Forums support page. We apologize about the experience you have encountered when attempting to access certain applications using the X1 set-top box. There is currently a known issue where you may receive a message requiring an active Internet subscription to access the applications. We are working around the clock to resolve as soon as possible. We do recommend unplugging all the set-top box for 20-30 seconds to see if that helps resolve the issue as a temporary workaround. It has been known to fix the issues. If you happen to need any additional support, please let us know. We are always happy to help.

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

1 year ago

0

XfinityJorge

Official Employee

 • 

1.7K Messages

Hello @user_lvzkj9 thank you so much for using our Forums to contact our Xfinity Support Team. We are happy to work with you if you are still having issues! Please let us know!

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

1 year ago

0

user_hqvl21

2 Messages

I keep getting the same issue as well I really wanted Hulus 99 c a month deal for Black Friday but couldn’t get it because of the message from Xfinity saying I needed their internet when in fact I have it had techs check connections and all are in working order. Need this fixed . 

1 year ago

0

XfinitySara

Official Employee

 • 

1.3K Messages

Hello, @user_hqvl21! Thank you for leaving a comment with your shared concerns. May I ask if this has since been resolved on your end? If not, please let us know what troubleshooting you've tried so far, and we'll definitely see what we can do to help :)

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

1 year ago

0

user_63m446

1 Message

1 year ago

I have the same issue on both my boxes for a week now. One day, everything was working fine, and the next day it was not. Their support team is useless. They just keep telling me to unplug and refresh over and over and it doesn't work. I had an technician appointment the other day and they canceled it with no explanation. Supposedly, their team found and resolved the issue...they DID NOT! I now have another appointment scheduled for tomorrow morning. I hope they can resolve this, because I'm about ready to cancel their services altogether. Xfinity services is not worth my time and effort or the aggravation. Xfinity needs to get their act together and customer service agents in the US would be nice too. 

2

0

XfinityRay

Official Employee

 • 

2.2K Messages

Hi there, @user_63m446! Thanks for reaching out about seeing the requires Xfinity internet error message. I apologize that has been happening and for your experience with the original visit! Our engineers have been working on this and it looks to be resolved now. Can you please confirm if that is still happening or if things are better now?

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

1 year ago

0

user_x6qz6q

4 Messages

No and I am certain it will not be fixed. I have applied, with several of my neighbors to allow satellite dishes an i am looking forward to getting Direct TV. 

1 year ago

0

user_5i91ax

1 Message

1 year ago

Hello, has anyone gotten a resolution to this problem yet?  We have been having the same issue for the last several days.

1

0

XfinityKrista

Official Employee

 • 

1.5K Messages

Hello @user_5i91ax, thank you for taking the time to reach out on social media.  I understand your concern with the apps, and I'd like the opportunity to check into that for you.

 

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  • 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

1 year ago

0

user_x6qz6q

4 Messages

1 year ago

No. The problem has not been fixed. I don’t expect it to be fixed. Because the problem affects many people in my neighborhood I am happy to report that my homeowner’s association allowing satellite dishes in a mere formality. I highly recommend Direct TV 

1

0

XfinityDilary

Official Employee

 • 

1.8K Messages

I'm sorry to hear your problem has not been fixed, @user_x6qz6q. We'd like to help troubleshoot your concerns. What specific issues are you experiencing? Is it related to our Xfinity Apps? 

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

1 year ago

0

user_nvoyy5

1 Message

11 months ago

Contact xfinitu and have them send refresh signals to the box to clear the static line, It might take upto 5 minutes to get it updated, 

0

0

user_17k9ft

1 Message

11 months ago

I'm having the same problem getting the message that to open the Prime Video or Netflix App I need Xfinity Internet.  Did you solve your problem

1

0

XfinityJustinC

Official Employee

 • 

893 Messages

Hello, @user_17k9ft thank you for taking time out of your day to reach out to Xfinity Forums. If you have already tried the basic troubleshooting of resetting your set-top box or modem. 

 

I did find another Xfinity Forums post that looked to have the same issue: https://forums.xfinity.com/conversations/x1/netflix-app-failing-on-x1-cable-box/640005feb9b10d63e68d76de. 

 

Here was a some troubleshooting mentioned that may be able to help: If you have more than 1 cable box, you can just complete this on the main cable box. Please press the "A" button on your remote, then scroll to the right to where it says "Reset Netflix". Can you please reset the app? (You would need to know your login information). After resetting the app, then follow these steps to https://www.xfinity.com/support/articles/x1-clear-cookies-and-local-data-storage. Restart the cable box then try Netflix out again. That would give you a totally clean slate to use the service on the box.

 

Please let me know if that was able to help correct the issue for 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

11 months ago

0

user_y43gco

2 Messages

10 months ago

Same issue here, the day the gave me a new modem I couldn’t access any of the apps. 2 hrs and 3 phone calls later and the ticket being sent to the advanced team I had already diagnosed the problem myself. Basically, something got reset on xfinity’s end and the modem was telling my tv I only had voice and TV (no internet) . Oddly, house WiFi was still working and I did have internet, the TV just wasn’t being told that. The advanced team basically just had to reset the acct info in their end and then restart the TV. It was a 20 min fix that didn’t require me to unplug anything. So if it happens to you, check your TV and what services it lists under your account. If internet isn’t listed, let them know they dont need to go through the hour long diagnoses, they just need to switch the “internet subscription” to on. 

oh- and ask for a credit for the inconvenience, I got $20 on my second call and $16 on my third. 

0

0

forum icon

New to the Community?

Start Here