Visitor
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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_fb568d
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.
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me4u2
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.
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user_1t3s67
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...
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speedyparker87
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)
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user_891374
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!
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user_f151a9
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?
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user_f98084
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!
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CaptSwampRat
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.
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user_f00078
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!
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user_b63929
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.
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levelseventysix
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.
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NWBuckeyeOne
Visitor
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1 Message
2 years ago
This happens to me too. I have to log in every time.
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user_e59ce7
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)
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Keonargr
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….
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user_fb568d
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:
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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