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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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12 Messages

2 years ago

9.18.23 FYI .........TvOS 17 released today, noticed Stream app had an update as well. Did both .......MAYBE something got fixed.........GLTA

Visitor

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3 Messages

2 years ago

There are 4 pages on this subject dated back over a year, I can't believe Xfinity has not fixed this issue.  Maybe we need to tell Apple that we are going to drop there service because of Xfinity.  Personaly I am looking for a new provider...

2 Messages

Crazy.  I’ve called tech support and they act like there is no none issue

2 Messages

2 years ago

Same issue and only with Apple TV. i have two fire tv's, one fire stick and one fire cube (All Amazon), those never sign me out, always goes right in, but with Apple TV it signs me out. Drives my wife crazy cause we always have to use our phones to activate. not on Amazon products...???????? Frustrating! Maybe getting rid of apple TV box seems to be only solution or is it just the Xfinity streaming app for apple that needs fixing??????

(edited)

Official Employee

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1.7K Messages

Hey, @user_apple! Thanks for adding your shared concerns. Reading through this post, I see that there are still customers with ongoing concerns regarding Xfinity Stream on Apple TV, and we want to help in any way we can! Rather than converting your comment to its own post (so that we can specifically address your account), I encourage you and other users to consider creating your own public post. The more people that reach out about a particular issue, the more data we can gather. And this is good, especially when needing to involve our engineering teams! Something to think about. You can also continue utilizing the community via our Forum, of course, to see what works for others. Let us know how we can help! And sorry to hear about these concerns. My hope is that is resolves soon.

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

This sounds like a lazy answer to not do work instead of fixing the problem, don't you think? 

Official Employee

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331 Messages

@user_e12dbb Sorry if you feel it's lazy, that's not the intention. It's to help us understand what problems are and compile data easily to track trends faster and get resolutions out sooner. If you have any issues we're here to help, thank you.

 

Visitor

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3 Messages

@XfinitySara​ I don't understand in your response to user_apple? You say, " I encourage you and other users to consider creating your own public post" There are currently 4 pages on this thread doing just that?  What is Xfinity doing about this?  Why is it an ongoing problem with hundreds of paying customers having the same issue and not one response from Xfinity including yourself even recognizes that there is a problem, that Xfinity knows about and is working on or will be fixed.  I pay for this service so my elderly father can watch his baseball games on the apple tv app through Xfinity and if I am not around to re authenticate the login information he goes without.  Tell me what Xfinity is doing about this?

Official Employee

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1.7K Messages

Great questions, @user_9f088f! I'm sorry for any confusion or frustration I may have caused. You're referring to pages of comments on another user's post. To clarify, I'm suggesting creating your own post, under your username (if the problem remains unresolved). With each customer creating their own post on the Forums, rather than commenting on other users' posts, we have a better opportunity to troubleshoot with you directly on your particular account. In turn, we often have the option to submit a ticket on your behalf, linking your account to this issue (if it is, in fact, a known problem that our techs/engineers are working on). While we encourage everyone to communicate with the community for support, ideas, etc., sometimes it takes direct messaging with our Digital Care Team to reach a full resolution. Please let me know if you still have any comments about this process, and I'm still happy to help!

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

1 Message

2 years ago

My theory is Xfinity doesn’t want people using the Apple TV app because they want us to rent devices from them to watch tv. They’re trying to drive us crazy. 

1 Message

2 years ago

Just thought I would add to the many posts about the xfinity app requiring log-in every single time the app is opened on Apple T.V.  No apparent fix has been found or relayed to xfinity customers. This is very annoying indeed.   

Visitor

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12 Messages

2 years ago

I did a google search on Xfinity App Director. Without outing the guy in this forum, from the job description, he is responsible.

With over 10 years of product management experience, I have a passion for building digital experiences that deliver impactful results for both customers and the business. As the Director of Product Management for Xfinity App at Comcast, I lead a cross-functional team of designers, engineers, and product/business leaders to enable the best account servicing experience for over 30 million Comcast customers across iOS and Android devices.

I have a proven track record of developing outcome-driven product roadmaps and applying research, analytics, and stakeholder reviews to enhance the customer experience, improve customer satisfaction, minimize call volume, and improve engagement across channels and devices.

Visitor

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5 Messages

I work in the software industry and have a similar sounding CV.  You know it’s bad when your users are so angry they are looking you up on LinkedIn and borderline doxxing you on company managed user forums 🤣

Visitor

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5 Messages

I don’t want to jinx it, but wonder if that person (I found him on LinkedIn too) was being blasted with messages because I haven’t had to log into the app for the last three days. 🤔 

Visitor

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12 Messages

@levelseventysix​ Yes, since this post, I have been login free, going on week three. 

Visitor

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6 Messages

2 years ago

I fixed the problem by canceling Xfinity cable and getting YouTube TV. They clearly don’t care to fix or even acknowledge the problem. 

Visitor

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5 Messages

Here here!  I found my way to the same solution!  Even got a great deal on internet from Verizon in the process :)

Visitor

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5 Messages

@user_7dcf6c​ if you canceled Xfinity cable, who is your internet provider? I’m not aware of a way to keep xfinity internet without a cable package. 

Visitor

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6 Messages

@levelseventysix​ I’m still using Xfinity for internet. It’s not required at all. If you’re under contract you just need to wait til that expires. 

1 Message

2 years ago

Terrible that a company the size of Xfinity can’t seem to build an App that allows you to stay logged in longer than a day. This simply come down to being lazy and hating your customers.

1 Message

2 years ago

Same issue, was hoping I’d find a solution here. 
Asks me for a QR code once a week. 

Contributor

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42 Messages

2 years ago

Exact same issue, but it asks me to sign in almost every time I click on the app through Xfinity. Why does it keep signing me out?

1 Message

2 years ago

Same issue. Xfinity stated app works just like cable box. Not true. 

1 Message

2 years ago

I have 2 Apple TV’s and I’m have have to keep logging into Xfinity Stream on one of them just about every 2 or 3 days. 

2 Messages

1 year ago

I think it’s an Apple TV issue… I don’t have this problem on any of our Fire cube (1)or fire sticks/tv’s 3. Period!  Always stays logged in. Apple TV I have to login every friggen time. Drives me Insane!

Visitor

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2 Messages

1 year ago

I had this problem a few months ago in mid-summer 2023. Apply TV has since stopped asking for login each time.

Visitor

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2 Messages

I logged out of xfinity and logged back in. It seems to have worked for me. 

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