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user_95dm71
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5 Messages

Thursday, February 15th, 2024 8:35 AM

Closed

I keep getting kicked out from the Xfinity Streaming app on my Apple TV 4K

Hello,

I have the latest Apple TV - 4K streaming box from Apple, and I have it connected to my Xfinity Wifi.  I am able to download the Xfinity Streaming app, but after I enter the activation code, on the www.xfinity.com/authorize page, it logs me in for 1 second and then kicks me out.  I should add that I am running the latest and greatest tvOS software on my Apple TV Box. 

I have done the following:

1) Restarted my modem

2) Restarted Apple TV

3 Deleted the app and reloaded it

I think this is an issue with the Infinity Streaming app not being compatible with Apple TV, which is unacceptable!!

Question

 • 

Updated 

3 months ago

 • Edited

1.2K

8

Was this helpful?

Accepted Solution

user_95dm71

5 Messages

7 months ago

I found the problem to this.  The latest Apple TV 4K (3rd generation) is not compatible with the latest version of the Xfinity Steaming app. 

---

(From the link: https://www.xfinity.com/support/articles/stream-on-apple-tv-overview)

SUPPORTED APPLE TV DEVICES

The Xfinity Stream app works on any Apple TV device that supports tvOS version 15 or later, including:

  • Apple TV 4K (2021) <---- the latest Apple TV 4K (3rd generation) is from 2022 onwards (see below)
  • Apple TV 4K (2017)
  • Apple TV HD (2015)

---

(From the link: https://en.wikipedia.org/wiki/Apple_TV)

4K (third generation)

On October 18, 2022, Apple announced an updated Apple TV 4K with the A15 Bionic chip with a 5-core CPU (one high efficiency core disabled) and 5-core GPU, reduced weight and dimensions, and support for HDR10+. It comes in two configurations, a Wi-Fi-only model with 64 GB of storage, and a more expensive 128 GB model with Wi-Fi, Ethernet and a Thread radio. The included Siri Remote charges via USB-C instead of Lightning.[52]

(edited)

5

user_1uwx77

1 Message

Thanks for posting this. Same issue here. Time to dump Xfinity. I had held out for awhile

7 months ago

0

XfinityAldrik

Official Employee

 • 

1.7K Messages

Thank you for reaching out to us @user_1uwx77! We’d regret seeing you go as a result of this issue occurring on Apple TV devices. While not compatible at this time, an update will come out to fix this. 

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

7 months ago

0

user_95dm71

5 Messages

Thank you for looking into this.

7 months ago

0

user_eju0i9

6 Messages

It’s four months later.  Your chat reps have no idea what’s going on and it doesn’t work. 

3 months ago

0

user_eju0i9

6 Messages

@XfinityAldrik​ I’m having same problem.  Your chat reps just take me through endless cycles of reinstalling and rebooting 

3 months ago

XfinityRaul

Official Employee

 • 

1.6K Messages

9 months ago

Hello, @user_95dm71. I'm sorry to hear you're not able to stay logged in even after going through the troubleshooting steps you shared with us. I'd like to take a closer look at your account to see what we can do to help get you logged in.

 

In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?

(edited)

0

0

user_95dm71

5 Messages

9 months ago

This doesn’t help me. The Apple TV app crashed when using the Apple TV 4K and needs to get fixed. It’s as simple as that 

2

XfinityArmand

Official Employee

 • 

1.8K Messages

We are glad to help in any way that we can @user_95dm71.  Can you confirm that you are using the most up to date version of the app on the device you are streaming on?

(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

9 months ago

0

user_eju0i9

6 Messages

@XfinityArmand​ I’m having same problem on different generations of Apple TV all with latest updates. Hi

3 months ago

0

user_95dm71

5 Messages

8 months ago

I need to know. Does the latest Xfinity Streaming App (version 1.7.0) work with the latest Apple TV 4K (3rd generation)?

It's a simple question. Please DO NOT tell me to restart my modem, or my Apple TC. These are NOT going to help. This is a software development question.  

(edited)

4

XfinityJosephA

Official Employee

 • 

1.4K Messages

@user_95dm71 yes your Apple device does seem to be compatible with Xfinity Stream. It's compatible with any Apple TV device that supports tvOS version 15 or later. You can confirm this answer and more information using the following article. We continue to make Xfinity Stream compatible with as many devices as possible, so we can provide the best possible streaming experience for all our customers! 

 

https://www.xfinity.com/support/articles/stream-on-apple-tv-overview

(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

8 months ago

0

deleon_p

1 Message

I’m having the same problem.

When I login to the Xfinity Stream app on my Apple TV 4K 3rd generation. The app logs me in for about 1 second, then displays the following message.

”This device can only access Xfinity Stream on your in-home Xfinity WiFi.”

Then it takes me back to the sign in page.

The problem is…I am in my home on my Xfinity WiFi network!

Can you help with this?

7 months ago

0

XfinityShawn

Official Employee

 • 

1K Messages

 

deleon_p This isn't the experience we want any customer to have. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a Direct Message. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
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

 

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

7 months ago

0

user_eju0i9

6 Messages

@XfinityShawn​ Sean, the directions that you give for contacting, you are more complicated than the directions your chat reps give to restart, reinstall, update, and reset. None of which do anything to solve the problem of Xfinity’s in compatibility with Apple TV.

3 months ago

0

sg196

Visitor

 • 

2 Messages

4 months ago

I’m suddenly unable to watch xfinity tv on my current version of Apple TV. It worked as of yesterday and then just stopped all of a sudden. I have tried everything to no avail.

2

0

sg196

Visitor

 • 

2 Messages

It is the same problem as the others were having 

4 months ago

0

XfinityVictor

Official Employee

 • 

892 Messages

 

sg196 Hello, are you still having issues withe streaming on your Apple TV?

 

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

4 months ago

0

user_tu20b6

1 Message

4 months ago

I have the same issue, but I have more information to share.

I have THREE (3) Apple TV devices in my home. One in the family room, one in the master bedroom and one in my office.

The only one that works is the one in the family room.
The other two I haven't accessed Xfinity Stream in a while. I am now prevented from viewing any content on these two devices.

Family Room:
MODEL=A1625 (32 GB)
tvOS=17.5.1 (21L580)
Status=WORKING


Master Bedroom:
MODEL=A1842 (32gb)
tvOS=17.5.1 (21L580)
STATUS=DOES NOT WORK


Home Office:
MODEL=A1625 (32 GB)
tvOS=17.5.1 (21L580)
Status=DOES NOT WORK

It seems to not matter what the model or OS version is. It seems that as soon as I am made to authenticate, the authentication fails.


Rebooting devices has no effect.
"Forgetting" WiFi settings has no effect.
Re-installing the Xfinity App has no effect.


I must conclude that there is an issue with the app. We typically only access the Xfinity app in the family room because my wife likes to watch the news in the morning.

Once we tried watching the Olympics in our own bedroom we discovered the issue.

This is sounding more and more like a buggy app that needs Xfinity's attention.

Please review and let me know your thoughts on this ASAP.



3

0

XfinityEricB

Official Employee

 • 

1.7K Messages

 

user_tu20b6 Thanks for reaching out with your streaming concern on your Apple TV's. I would be happy to see what information I can find to assist you with today. 

 

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

4 months ago

0

XfinityEricB

Official Employee

 • 

1.7K Messages

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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

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

4 months ago

0

user_eju0i9

6 Messages

@XfinityEricB​ I’m having same problem

3 months ago

0

user_eju0i9

6 Messages

3 months ago

I’m having same prou

1

0

XfinityThomasA

Official Employee

 • 

1.7K Messages

Our team can help, user_eju0i9. Please send 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 forum's page.
 
Here are 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

3 months ago

0

user_eh2dk0

1 Message

3 months ago

I’m having problems with the streaming app on my Apple TV. I have refreshed, unplugged and all and still not working. Please advise. 

1

XfinityMarcos

Official Employee

 • 

1.9K Messages

Hello

user_eh2dk0, I'd love to help work on this with you more and find a resolution. This post is being closed due to the age of the original post. Please create a new post that includes the specific issues you're seeing on your Apple TV, and we can go from there. 

 

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

3 months ago

0

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