Xfinity stream app is stuck on tvgo when I’m at home

I use the xfinity stream app on Apple TV 4K all new updates and it says I’m not on my home network. I have it hardwired and it still says I’m not on my home network. The app works on every other phone and iPad but not on the Apple tv

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XfinityAirelle

Official Employee

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3.7K Messages

3 months ago

user_mvb21

Hi there! We can see why that would be frustrating, especially when the Stream app recognizes your home network on your phones and iPad but not on the Apple TV.

Since the issue is isolated to the Apple TV, we’d start there. Please fully close the Xfinity Stream app, restart the Apple TV, and then sign out of the Stream app and back in. We’d also recommend confirming the Apple TV is connected directly to the same home network as your other devices. If you use a separate router, mesh system, VPN, or different network segment, that can sometimes cause the app to think the Apple TV is away from home even when it is physically in the house.

If it still only shows TV Go content after that, let us know whether the Apple TV is connected directly to the Xfinity gateway or through another router or networking device. That will help us narrow down the next step.

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user_iuhw6q

Visitor

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1 Message

1 month ago

Using an Amazon Fire Stick on my tv, the Xfinity is stuck on Tvgo. How do I correct that?

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XfinityRay

Official Employee

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4.5K Messages

Hi, @user_iuhw6q! Thanks for reaching out! I apologize you have not been able to watch your programs on the Apple TV. I appreciate you checking on the other devices. Can you share the troubleshooting steps you have tried?

We recommend uninstalling the Xfinity Stream app, restart the Apple TV, then reinstall it. That ensures it is up to date and that any old data is cleared out that may be causing that to come up.

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