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Visitor

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2 Messages

Sunday, January 22nd, 2023 4:23 AM

Closed

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.

Visitor

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3 Messages

2 years ago

Happens to me too. About to cancel my service. Come on Xfinity. Post a solution please. 

Visitor

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2 Messages

2 years ago

I have this problem, too. PIA! They have obviously known about this serious problem for many months, but apparently no one gives a s#$t. I'm going to cancel Apple TV this month.

Visitor

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12 Messages

@me4u2​ IMO..........this is a Xfinity issue. I was at the local store today and I was told this happens whenever ATV iOS or Xfinity APP gets updated. Nice try guy.

Also offered me to try their version of the ATV box "free". however there is a $15 activation fee! 

If you have a smart tv, try/download the app for whatever brand of TV you have. I got this going now (LG) to see if it bumps me out.  Also, I have another ATV that is not 4k and works fine!

Contributor

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14 Messages

2 years ago

     I have had this issue for quite a while now. I have tried every potential fix listed in the thread to no avail. Still waiting for a fix... 

Problem Solver

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1.3K Messages

@wjfarrell Hey there, have you tried @speedyparker87's tip yet to see if that helps? 

Settings > General > Privacy & Security > Tracking > Stream > Ask Not to Track

 

I no longer work for Comcast.

Visitor

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4 Messages

2 years ago

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

Everyone else please give it a try and like this post and reply back if this fixes the problem for you too. 

(edited)

Visitor

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3 Messages

@speedyparker87​ 

I only have tracking->ask apps not to track

mine was off. i turned it on. Lets see if that makes a diff. Whats the logic behind the correlation?

2 Messages

2 years ago

We are hav the same problem EVERY TIME we go to use the app. Multiple times a day we have to log in. Either fix it or we are jumping ship to a company with competent IT staff. First it was TNT not working and now this. Ridiculous…FIX IT!

Problem Solver

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1.3K Messages

@user_891374 Hey there, it shouldn't be doing that. I'm sorry that you have to go through that each time. Have you tried to uninstall and then install the app to see if it that clear that up? 

I no longer work for Comcast.

Visitor

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3 Messages

2 years ago

I iust installed the app for the first time. Im a new customer. Logout issue remains. 

Is this not a widespread problem?  Apple tv works for 99% of the users without this issue?

Official Employee

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2.1K Messages

Hello @user_f151a9! There is a known issue involving some customer having to repeatedly sign into the Apple TV+ app on X1. At this time there is not a temporary solution, however, our engineers are actively working to resolve this issue as soon as possible. 

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
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

Official Employee

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1.6K Messages

Hey there @user_f151a9 we hope you're doing well. We have received an update on this, and it looks like a patch update is due out soon to resolve this constant sign-in/sign-out issue. These are generally released overnight, so we suggest checking periodically to see if this is working again. 

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
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

Official Employee

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1.6K Messages

Hey @user_f151a9 how is the app experience going? Just checking in. 

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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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 Messages

2 years ago

This is happening to me too... New Xfinity customer, missing YouTube TV due to this login almost every time with QR code issue... Please fix this bug!

Official Employee

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1.4K Messages

Hi @user_f98084, Thanks for coming to our community to let us know you're having issues with logging into youtube. Are you using this service through your cable box or the app on your mobile device? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 Messages

This is happening when I use the Xfinity Stream app on Apple TV. Xfinity stream app works fine on my mobile device and Roku.

Official Employee

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1.4K Messages

@user_f98084 There is a known issue involving some customers having to repeatedly sign in to the Apple TV+ app on X1. At this time there is not a temporary solution, and our engineers are actively working to resolve this issue as soon as possible. We do appreciate this being brought to our attention, and we are aware of the situation. 

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.
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Regular Visitor

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4 Messages

2 years ago

Stream app on Roku devices does not sign out. Like ever. My Apple TV app. Everyday I have to sign. I’ve gone as far as replacing the Apple TV. Not bc of Comcast but really just to test out. It’s the app. There is an issue with the app. Plain and simple. 

Official Employee

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2.1K Messages

Hello @CaptSwampRat! There is a known issue involving some customer having to repeatedly sign in to the Apple TV+ app on X1. At this time there is not a temporary solution, however, our engineers are actively working to resolve this issue as soon as possible. 

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
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

Visitor

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2 Messages

2 years ago

This is happening to us all the time. I’m ready to dump Xfinity. They’re too big and could care less about their US customers. 

I tried the Apple track My settings fix and it worked until today when we listened to Apple Music and then launched the Xfinity app. I refuse to spend valuable time with an Xfinity rep to repeat the same stupid steps everyone else has only to experience the same issues. 

This is an example of when companies get so big, they could care less about the experience of an individual customer. Maybe Xfinity hates Apple. Big companies battle each other to the detriment of their customers. 

As many have pointed out, the phone connected to the account must be used to login. Guess I need to quit my job so my wife can watch Xfinity when this happens. THANKS XFINITY!

2 Messages

2 years ago

Same issue. Every time I have to log back in with all 4 of my Apple TV. Super frustrating.  If there is not a fix I will have to go a different route. Especially since Verizon just finished running fiber optic lines through my neighborhood in Rivers Bend. 

Official Employee

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1.7K Messages

Hi there @user_b63929. I am sorry for the inconvenience this has caused you. Our engineers are aware of the issue and are working to resolve 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

Visitor

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5 Messages

2 years ago

I’m fed up! I just use the Xfinity app on my smart tv now. It’s slow to load but at least I don’t have to log in every time. 

Visitor

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12 Messages

@levelseventysix​ Yes it takes forever and I have noticed it has some features that the ATV version does not.

Visitor

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1 Message

2 years ago

This happens to me too. I have to log in every time. 

Visitor

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12 Messages

Welcome to club. This is a real PIA.  At least they are working on "it". GLTA

1 Message

2 years ago

I have the same problem but only on one of my Apple TVs. I have xfinity in WA state. I have 2 of the 2nd generation model  A2169 (64 GB) both running tvOS 16.6. One of them stays logged in all the time and the other one I have to login every time. It’s interesting because the one that stays logged in I rarely use but the other one I use daily. I found this forum because I was trying to find a fix for the one that wouldn’t stay logged in. I think I’m going to compare every setting and see if I can find anything different. I didn’t read every post so I’m not sure if anyone else has one that works and one that doesn’t. I will let you know if I find anything that works. 
EDIT - I did notice that the one that stays logged in is using an Ethernet connection and the other one uses WiFi. I’m going to try hardwiring the other one and see if that fixes it. 

(edited)

Visitor

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12 Messages

@user_e59ce7​ For me the ethernet connected/4k (2nd gen) has to be logged in via QR code every so often. The other, HD version ATV wifi does not.

I subscribe to MAX, ATV+ Paramount+ and Prime. No issues on either ATV box.

As soon as I think the cancelation penalties outweigh this hassle, we are gone...................GLTA

Official Employee

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2.3K Messages

Hello @user_e59ce7, thank you for visiting our forum for help with your Apple TV login issues on the Stream app. I use the app every day, so I can totally see how this would be annoying to deal with. You had mentioned testing a hardwired connection on your impacted Apple TV. Did you find that to help anything at all? If not, what other troubleshooting have you tried? That way we can avoid repeating any steps as much as possible. 

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

1 Message

this has been happening to me since the app was made available. My brother has YouTube TV with no issues and I’m looking to switch over. This morning I used the QR code to log in to my Xfinity app and watch football. Well, I had to log in again this evening. This is a fundamentally bad error in programming. My wife refuses to watch the app because she doesn’t know how to log in. How has this not been fixed?

1 Message

2 years ago

Its annoying how they just keep saying we are aware and they are “working on it” when they have had this problem for over a year or more…. And then they wonder why customers are leaving cable and their subscriptions….

Visitor

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5 Messages

They aren’t going to fix it, at this point.  As someone who works in software development, it seems like this issue will keep getting pushed down in the priorities list.  This was the last straw on me cancelling service about 6 months ago, switching ISPs and getting YT TV (splitting with two other guys for Phillies/Eagles/Sixers games mostly).  Saving close to 200 a month (150 if you count a few streaming services that replace cable/Dvr).  Has been a great decision so far.

Visitor

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3 Messages

2 years ago

In the mean time I have started to log when it makes me log in: 

Xfinity log in:

  • 08/30/23
  • 9/4/23
  • 9/8/23
  • 9/10/23
  • 9/11/23

5 times in less than 2 weeks. I deleted the app on my Apple TV and reloaded it. Same issue. Updated all my software. This is a joke. Remove the app from Apple TV then if it can’t be fixed. Getting closer and closer to cancelling all of it. Just annoying for my family. 

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