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user_5v18q3
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8 Messages

Wednesday, January 15th, 2025 10:57 PM

Cannot connect to Apple TV+ on one box

The Apple TV+ app on our “satellite” box is not connecting to the service. It is still working on the main X1 box, and other streaming apps are working correctly on the satellite box. We have been accessing the service for months without problems. The issue began yesterday. The satellite box was displaying the welcome screen when we turned on the TV first thing in the morning. I used the Xfinity Assistant to try to resolve the issue. It took about an hour, but TV service was finally restored. However, Apple TV+ would not connect. 

I have tried the following troubleshooting steps:

- unplugged and restarted the box (multiple times)

- unplugged and restarted the WiFi router

- performed a complete system refresh

- reset the Apple TV+

None of these steps have resolved the connection issue. Any ideas for what to try next?

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Updated 

5 days ago

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XfinityAirelle

Official Employee

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2.5K Messages

3 months ago

 

Thanks for reaching out and sharing the detailed steps you’ve already taken—we really appreciate it! Let’s work on getting Apple TV+ back up and running on your satellite box.

Are you getting an error when launching the Apple TV app? 

(edited)

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user_5v18q3

Visitor

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8 Messages

@XfinityAirelle​ The Apple TV+ app opens. If I select the Sign In option, I get the error message “Something Went Wrong. There was a problem connecting. Try again.” with buttons Not Now and Try Again. Clicking Try Again immediately cycles back to the same dialog box. So, I end up selecting Not Now and exiting the app. 

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3 months ago

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XfinityAirelle

Official Employee

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2.5K Messages

@user_5v18q3  Got it! Can you try performing a system refresh. You can get this process started quickly by saying "System refresh" into your voice remote. Can you give that a try? Once it rebbots, try the app again and let us know if the issue persists. 

 

(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

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3 months ago

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user_5v18q3

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8 Messages

I had tried a system refresh already. However, I did it again to see if if would make any difference. It did not. The same error comes up when attempting to sign in.

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3 months ago

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XfinityRoberto

Official Employee

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1.7K Messages

I am sorry to hear that you are still not able to access Apple TV+. 

Please send us a direct chat 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

 

Let me know if you have any questions.

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

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3 months ago

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user_5v18q3

Visitor

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8 Messages

Just an update. Xfinity Support was unable to resolve the issue after spending a number of hours trying to get it to work. Today, I tried swapping out the satellite box with a new one. I was able to sign back into most of our streaming services, but the Apple TV app still gives the “Something Went Wrong” error if I try to sign in to Apple TV. The only thing I can think is there is a bug in the app. 

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3 months ago

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