Xfinity X1 and Netflix PIN

Multiple posts have been made about this and closed without an apparent solution.

upon accessing the Netflix app within the X1 system, a Parental Control PIN prompt appears.

parental controls is set up correctly, they also have been reset, and Netflix is unlocked so it is not a protected app. The Netflix app has been reset, and also de-installed and reinstalled.

these are all troubleshooting steps suggested and put in previous posts. No poster has indicated that it remedied the situation

Does Xfinity have an alternate solution for this? We manage our parental controls inside the Netflix app, and don’t need Xfinity to block it.

it appears the only solution is to dump the Xfinity X one capability and just use a simple Roku stick for this TV. (And put the Xfinity Stream app on the Roku stick). That would be a shame.

Responses

XfinityAmandaB

Official Employee

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2.1K Messages

2 years ago

@KevGA Thank you so much for your post about getting a pin request when watching Netflix. The parental controls are all set up and managed from your end and this is not something that would have defaulted as on. You can check out this page here to see how to make sure your parental control option is set as needed to make sure you do not have the Lock Access to Content with Application Locks for your X1 set specifically for Netflix. https://www.xfinity.com/support/articles/x1-parental-controls-service-locks As you mentioned Netflix does have its own parental controls you can use with either of the parental controls enabled that would require a PIN. You can find out more about that on the Netflix help page as well!

Once you know you have all your X1 controls updated you can refresh your X1 box by using the steps located here. https://www.xfinity.com/support/articles/x1-system-refresh

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KevGA

Visitor

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8 Messages

2 years ago

Amanda, thank you. As I included in my original post, I’ve tried all this….this is the same recommendation provided to previous posts and it doesn’t work.

Patently controls IS setup to restrict NC-17 and TV - MA content.

Application LOCKs are all disabled.

Netflix still asks for a PIN code.

i’m assuming because Xfinity is assuming Netflix contains NC17 or TV-MA content (which we restrict inside Netflix parental controls)

If I have this right….how can you escalate this to the next level ? It basically makes Xfinity patently controls unusable for people that also want to use Netflix parental controls.

Thanks

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XfinityGabriel

Official Employee

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2.2K Messages

Thank you for patiently waiting for a response, @KevGA. We will certainly help with getting this addressed as quickly as possible. Just to confirm, even though the parental controls are disabled on the X1 set-top box when trying to watch Netflix, you are still getting a prompt for the parental control pin number from Netflix. Does this sound correct? Have you checked if you are experiencing a similar issue with any of the other apps on the X1 set top box?

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2 years ago

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KevGA

Visitor

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8 Messages

Not quite right.

Parental Controls are ENABLED on the X1 set top box (to restrict TV-MA and NC-17 content). This is working ok, and if I try to access Xfinity content I see a prompt for the parental control PIN. This is working as desired.

Application Locks are also OFF / Disabled.

However,

When I try to access [Netflix, Prime Video, for example] I also get a parental control PIN prompt. This doesn’t work for your customers, as you’d like your child to be able to access Netflix or Prime Video (and their child profiles/parental controls are managed / accessed inside Netflix, Prime Video, etc)

The current mode creates this situation. “Child turns on Xfinity X1 box. Can’t find anything to watch and wants to watch Netflix. Launches Netflix and gets a Pin prompt, Dad I can’t watch Netflix ! What’s the Pin code ?”

thanks

2 years ago

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XfinityEsteban

Official Employee

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137 Messages

Thanks for all the details, this definitely helped me get a better understanding of what's going on. If you turn on Application Locks, and unlock the specific apps you want your child to have access to, does this still prompt the PIN on Netflix?

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2 years ago

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KevGA

Visitor

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8 Messages

i will try this, it will take me a couple of days to get back to you though…thanks.

2 years ago

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KevGA

Visitor

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8 Messages

2 years ago

Hi Amanda, I was finally able to try your suggestion.

1) I turned Application Locks to ON….and by default, all the apps became locked.

2) I went through and 1-by-1, unlocked the apps in question here (Netflix, Prime Video, etc)

That did NOT fix the issue. The apps still prompt for parental control.

Thanks for any other suggestion.

<Edit: Removed Personal Information>

(edited)

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XfinityLinda

Official Employee

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1.8K Messages

@KevGA, did you restart your cable box after you updated the desired locks one by one?

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2 years ago

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KevGA

Visitor

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8 Messages

Hi Linda, confirmed I tried the above remedy, and then restarted that cable box. It still doesn’t work.

Thank you for any new ideas.

Kevin H

2 years ago

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XfinityWilliam

Official Employee

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1.2K Messages

Hello @KevGA. Please follow these steps to lock or unlock Netflix.

Enable Application Locks

2. Using the right arrow button, highlight Settings (gear icon). Press OK.

3. Use the down arrow button to highlight Parental Controls. Press OK.

4. If you've already set up a Parental Control PIN, you'll be prompted to enter your four-digit PIN. Use the number buttons on the remote to enter it.

5. Use the down arrow button to highlight Application Locks. Press OK.

6. Highlight the application you want to lock.

7. Press the OK button to toggle the lock on or off for that app.

A gray open lock icon means the app is unlocked.

A blue closed lock means the app is locked.

8. Repeat for any other apps you want to lock/unlock.

9. Press Exit to go back to standard TV viewing, or press Last to go back to the Settings menu

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2 years ago

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KevGA

Visitor

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8 Messages

Hi William,

This is a basic tutorial on how to enable application locks. I understand this, but if you read the full thread this is not what we are having problems with. I’m guessing you didn’t read the full series of back/forth that we’ve had already

At this point, is there a mechanism to escalate this to a higher level of support ?

I suspect the system is working as the developers have designed it, I guess I just need confirmation….or perhaps an idea that a fix is in the works.

thanks,

KH

2 years ago

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XfinityMichaelC

Administrator

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4.2K Messages

We can certainly have a closer look into this, @KevGA! Can you please click the Direct Message icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first/last name and full address so we may further assist you?

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2 years ago

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KatAttack

New Poster

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6 Messages

2 years ago

So is there a fix for this issue or what? The only app we lock is YouTube but somehow all apps get locked.

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XfinityThomasC

Official Employee

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2.5K Messages

Hello, @KatAttack Are you experiencing the same issue? Can you provide us with more details about your experience and the steps you've taken to resolve this issue?

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2 years ago

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KevGA

Xfinity X1 and Netflix PIN

XfinityAmandaB

KevGA

XfinityGabriel

KevGA

XfinityEsteban

KevGA

KevGA

XfinityLinda

KevGA

XfinityWilliam

KevGA

XfinityMichaelC

KatAttack

XfinityThomasC

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