Visitor
•
2 Messages
Xfinity streaming service requires login everytime I use it (Apple TV)
I just got the Ultimate Channel Package with Xfinity along with Gig internet and pay over 300 a month for this service. I have called customer support many times but they always tell me someone will get back to me but no one ever does, so I'm trying one more time before I just cancel.
I have two apple TV's in my home connected directly to my router internet. When I open Apple TV all my other apps work fine and don't require me to login on every use like (Hulu, Netflix, Sling, Disney+, ESPN..etc). However, when I click on Xfinity stream app, it requires me to do the QR code and login from cell phone everytime I anyone in the home wants to use it. When I'm at work my wife and kids can't access xfinity stream because I"m not there with my cell phone to do the QR code and activation pin number while having to login into my xfinity account via the web just to use it. I was told that as long as I'm using xfinity stream on via my internet service I wouldn't have to do that. Both Apple TV's are directly connected to my router via CAT cable. I feel like I'm wasting a bunch of money because the only person who can watch it is the person with the cell phone and account information present to activate it can use it. I can't get to my phone everytime it rings while I"m at work just so my wife and kids can watch TV from inside our house. Weird thing is if I use the xfinity stream app on my phone it doesn't require constant login, nor does it require it on my computer or ipads. Just the apple TV's, which is weird because we only watch TV on our TV's not computers, phones and ipads.
Things I have tried:
Called tech support three times spending over two hours each time where they put me on all types of trouble shooting which include:
1. Turning off two step verification
2. Deleting the app from all my devices (cell phones, Apple TV's, Ipads, computer, laptop)
3. Logging out of my account on all other devices.
4. redownloading and relogging in to the apps.
5. Restting my wifi router
6. Changing out my wifi router (required me going to xfinity store to replace the router, even though I had no issues with the internet or access all my other apps on my apple TV)
7. Connecting the Apple TV's via wifi instead of directly plugged into router and vice versa.
8. Made sure all drivers and software updates are installed on Apple TV. (Apple TV's are 4K 2021 Apple TV's)
When I was sold the service I wasn't told that only the person with the cell phone the account can log into the xfinity streaming service in the home for every tv and everytime you want to watch it.
We don't logout of the app after use, so it should keep us signed in like all the other apps we use (Netflix, Hulu, Sling, Disney+..etc)
Anyone got a solution for this? Its annoying and defeats the purpose of why we purchased the service. No one can watch TV but me because I'm the only one who can use the QR code and login to my account via the web browser and my wife doesn't want to have to deal with that and when my kids get home from school they can't simply turn on the TV and watch like a normal cable TV service is suppose to do. Its frustrating. I have been told several times that someone will contact me that is higher up in the tech support chain, but I never get that phone call back.
When I do call its always the same call center and it doesn't matter if you are seeking sales or tech support its all the same people in the same building. If I'm on the phone with one "tech support" person and they literally read a script and have me unplug this, delete that, reset password, turn off and turn on two step verification..once they realize they can't fix it they say they are "transferring" you to a higher up person in tech support when in reality its just another person three cubicals down in the sales department who makes you do all the other things the last person made you do. Once they realize they can't fix it they start lying to you, for example I was told "This is a standard feature of xfinity stream that all xfinity stream apps require device activation and login everytime you use it". Then you are told that they will notate the account and someone will call you. Its a merry go round of hours and hours of nonsense of the same people doing the same thing over and over getting to no solution. Its rediculous that they do this to Xfinity customers. This is my last attempt to get this issued resolved and find a solution before I just give up and go with a different company.
user_9f088f
Visitor
•
3 Messages
2 years ago
Same issue here, speaking with a agent using Chat and it seems like xfinity has never heard of this issue... You would think someone would be able to at least comment on it is known and something is being done. Buy the looks of all these posts it has been going on for some time. Very disappointing Xfinity!
(edited)
1
Stealther
Visitor
•
1 Message
2 years ago
I’m also getting signed out after random amounts of time and having to sign back in and complete 2-step verification. It is as annoying as Comcast employees being oblivious to this widespread problem. Where is the QA process?
0
user_905e77
Visitor
•
2 Messages
2 years ago
Add me to the list. This has been driving me crazy for about 2-3 months now. Please communicate with your App team!!
0
Daveinater
Visitor
•
1 Message
2 years ago
Me too!! Absolutely worthless system. I’ve called FOUR TIMES and each time the representative tells me how sorry they are and they promised that they will fix the problem once and for all. Beitle continues. I have a support ticket number and nobody can fix it.
0
0
user_a2a85e
Visitor
•
1 Message
2 years ago
This is happening to me as well. There are days when I have to authenticate multiple times in the same day. It is extremely frustrating. I've tried all the troubleshooting tips mentioned by PaladinRoden. I hope Comcast will have a fix soon and be realistic with their users about the issue - rather than just blaming their setup.
1
user_fb568d
Visitor
•
3 Messages
2 years ago
Same here. Just did the chat and they sent me the faq for the Apple TV app on the Xfinity stream box. SMH. It is logging me out every day. Needs to have an update. Soon.
0
user_341ecb
Visitor
•
2 Messages
2 years ago
I’m having the same issue with the streaming app using Apple TV
1
kbugg461
Visitor
•
1 Message
2 years ago
Having the same issues with the app on my Roku. Have gotten error code app. Tv-00101 as well as t app- 00287
i have signed out of Xfinity stream, deleted the app, restarted the Roku, restarted the modem, reinstalled the app, signed in and continue to get the error. Or it will work for a short time and then freeze and I need to go through the whole process again. I have done this all many times. Too many to count Infact every time we want to stream. If this continues and not resolved I will be looking at other streaming services. I am a very long term customer but am now at the end of my rope with Xfinity.
1
0
user_f151a9
Visitor
•
3 Messages
2 years ago
Same issue. Apple 4k. Have to completely mfa relogin all the time.
0
user_8fcec9
Visitor
•
12 Messages
2 years ago
where is the fix? I saw there are numerous reddit threads on this issue as well!!
2
speedyparker87
Visitor
•
4 Messages
2 years ago
I also have this issue.
This is something broken and not your intended behavior to encourage us to use the Xfinity cable box? Could the Xfinity team clarify what the rules are requiring a sign in and how frequently we *should* need to? Every 30 days? Every time not watching for a week? Any time watching on a different AppleTV or iOS device? Other criteria?
Update:
Maybe this is just luck, but it’s kept me logged in ever since I’ve changed this setting:
Settings > General > Privacy & Security > Tracking > Stream > Ask Not to Track
(edited)
2
user_8fcec9
Visitor
•
12 Messages
2 years ago
Well I looked up the Xfinity app and it was last updated on 6/15. The ATV OS was updated on 6/21. Maybe with these updates, this will be resolved.
I might switch the ATV ethernet connection directly to the comcast box or try wifi. Right now I have it connected to the ethernet port on my router.
What is off, out of the 2 ATV I use, it is only the newer ATV that has this issue. Which of course is the one everyone uses as it is a 4K ATV matched to a 4K OLED TV. Again, bit disappointed as Peacock, Paramount+, Apple+ and Amazon DO NOT force you out randomly.
Also no 5.1 sound and they will start charging $$$ for Peacock this month as they grab more money for next years Olympic coverage.
0
user_108f7d
Visitor
•
1 Message
2 years ago
same problem -xfinity customer service are useless - make you do basic troubleshooting- we need this fixed/corrected via programming please. Its annoying.
0
user_8fcec9
Visitor
•
12 Messages
2 years ago
Follow Up - Also, I found in the ATV menu, you may need to change provider to Xfinity. No issues since last post and provider change without switching to wifi and OS and APP SW update.
GL.
0
0
user_8fcec9
Visitor
•
12 Messages
2 years ago
Additional Followup: As an Apple TV Stream APP user and not GIGA on internet, the promo I received in the mail for a discount Peacock DOES NOT APPLY. Only with their HW and/or higher internet tiers. LOL
0
0