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user_9832ab
1st Topic

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2 Messages

Sunday, April 3rd, 2022 10:51 PM

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Unable to launch Apple TV on X1

We’re trying to use the three month Apple TV promotion. When I say “launch AppleTV app” into my remote as directed, I get a message saying new equipment is needed. We have X1, and have been able to stream all other streaming apps such as Netflix and HBO max. In addition we were able to watch Apple TV during the one week free trial last month. So, why am I being asked to update my equipment now?

Question

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Updated 

3 years ago

792

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user_36a795

Visitor

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4 Messages

3 years ago

Try unplugging your box ( has time and blue light) for 2 minutes then plug it back in and wait 20 to 30 minutes for everything to reload. Do not mess with it until everything has completed. 

2

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user_9832ab

Visitor

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2 Messages

@user_36a795​ thanks. Will give that a try. 

3 years ago

0

XfinityBrie

Administrator

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671 Messages

Hi there @user_9832ab

 

I wanted to add some additional information as well regarding device compatibility, to ensure you have the correct equipment for the service.

 

To use the Apple TV+ app on X1 or Flex, you’ll need:

  • A compatible X1 TV Box as part of your TV subscription or a streaming TV Box with Xfinity Flex
    • RNG150, Pace and Arris XG1v1, Samsung XG2v2 and Pace Xi3 X1 TV Boxes and Pace Xi5 Flex streaming TV Boxes are not supported.
  • Any level of Xfinity Internet
  • A subscription to Apple TV+
    • Apple TV+ is available for $4.99 per month or as part of the Apple One bundle, which starts at $14.95 for the individual plan, $19.95 for the Family plan or $29.95 for the Premier plan monthly.

If you're not sure what type of equipment you have, you can check out our comparison guide here: https://comca.st/3x3US51

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 years ago

0

user_8d3c33

Visitor

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1 Message

3 years ago

Same issue box is stuck in endless loop of upgrade equipment.  I have a brand new box model Mx011anm.    I can access the app on all my xiDPs just fine.   Today a new box xg2v2-p showed up (I did not order it and will not install ). I called xfinity and the tech could not tell me what to do to fix the issue.  How to I get the box I have to work?

1

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CCJodie

Problem Solver

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1.3K Messages

.@user_8d3c33 Hi there! I'm sorry for the trouble with the app launch. I would like to take a closer look to see how we can fix this up for you. Please send us a private message with your full name and service address. 

To send the requested information in a private message to Xfinity Support from any Forum page:

  •    Click "Sign In" if that prompt is visible
  •    Click the "Direct Messaging" icon or https://comca.st/3bez8Lp
  •    Click the "New message" (pencil and paper) icon
  •   The "To:" line prompts you to "Type the name of a person", but don't do that.
  •       Instead, type "Xfinity Support" there. As you are typing a drop-down list appears.
  •   Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
  •   Type your message in the text area near the bottom of the window
  •   Press Enter or tap the >icon to send it

I no longer work for Comcast.

3 years ago

0

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