Apple TV

I have Apple TV+ as part of my xfinity subscription. Lately as I try to watch programs it will start to load then stop and a message will appear saying “video not available. There’s a problem with loading this video. If this continues, check your internet connection.” The internet is ok. I’ve watched programs and now it does this the past few days.

Responses

XfinityNicolas

Official Employee

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1.1K Messages

1 year ago

Hey @user_kvr3xi, thanks for reaching out to Xfinity Support on forums. Have you noticed if it happens with other apps on the box too? Also, have you tried using a different device to see if it is happening on it as well?

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user_kvr3xi

2 Messages

@XfinityNicolas only does it with Apple TV+. Yes does the same thing using other tv’s in our house.

1 year ago

0

XfinityNicolas

Official Employee

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1.1K Messages

Thanks for checking those for me. With it happening on multiple TV boxes, I'm wondering if it may be an issue with the moca network the box's internet runs on. Can you send us a direct message so I can do some troubleshooting on it?

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the 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 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

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1 year ago

0

Xfinity Stream Website

user_kvr3xi

Apple TV

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