Incident: Xfinity needs to investigate DNS routing for tv.apple.com and associated media endpoint

I just spent an hour debugging Apple TV black screen with Copilot.

Apple TV+ fails to stream due to DNS resolution errors—mirrors the kind of failure seen during the AWS outage, even if it’s not caused by AWS itself.

this incident highlighted how fragile DNS routing has become, especially when CDNs and ISPs rely on shared infrastructure.

I asked Copilot tp write an incident report:

DNS Routing Failure Report: Apple TV+ Streaming Issue

Summary:
Apple TV+ fails to stream content on Windows 11 using Chrome and Edge when connected via Xfinity’s default DNS. The site loads, but clicking any show results in a black screen. Console logs show net::ERR_CONNECTION_RESET and 00 (Internal Server Error) on media requests. Switching to alternate DNS (Cloudflare 1.1.1.1 or Google 8.8.8.8) resolves the issue immediately.

Details:

• Device: Windows 11 desktop with NVIDIA GTX 1660
• Browsers tested: Chrome (hardware acceleration ON), Edge
• Symptoms:
• • tv.apple.com loads normally
  • Clicking any show causes black screen with Apple TV+ UI still visible
  • Console shows net::ERR_CONNECTION_RESET and Internal Server Error on media endpoints
  • Amazon Prime Video and other DRM services work fine
• Troubleshooting performed:
• • Reinstalled NVIDIA drivers (clean install)
  • Reset network adapter and flushed DNS
  • Disabled browser extensions
  • Verified Widevine and hardware acceleration
  • Tested incognito mode and alternate browsers
• Workaround:
• • Manually changed DNS to Cloudflare (1.1.1.1) and Google (8.8.8.8)
  • Apple TV+ streaming works immediately after DNS switch
• Conclusion:

• Xfinity’s default DNS appears to be misrouting or blocking Apple’s media CDN
• This may be related to recent DNS instability (e.g., AWS outage) or ISP-level filtering

Request:
Please investigate DNS routing for tv.apple.com and associated media endpoints. This issue affects Apple TV+ streaming and may impact other DRM services. A fix or acknowledgment would help users avoid unnecessary troubleshooting.

Let me know if you’d like a shorter version for social media or a more technical one for Reddit’s r/techsupport. I can tailor it to any audience.

• • • Disabled browser extensions
    • Verified Widevine and hardware acceleration
    • Tested incognito mode and alternate browsers
  • Workaround:
  • • Manually changed DNS to Cloudflare (1.1.1.1) and Google (8.8.8.8)
    • Apple TV+ streaming works immediately after DNS switch
  • Conclusion:
  • Xfinity’s default DNS appears to be misrouting or

• • blocking Apple’s media CDN
  • This may be related to recent DNS instability (e.g., AWS outage) or ISP-level filtering

  Request:
  Please investigate DNS routing for tv.apple.com and associated media endpoints. This issue affects Apple TV+ streaming and may impact other DRM services. A fix or acknowledgment would help users avoid unnecessary troubleshooting.