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user_jk8ac1
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Wednesday, October 15th, 2025 5:09 AM

Apple TV login

I am unable to login to Apple TV+ app on my new Xfinity box.  I have a [Edited: "Language"] TV, so the only way I can watch is using the TV box.  When I go to sign in, or access the free trial (which I don’t need because I’m a subscriber, the screen flashes and shows an Apple message that states, “Something Went Wrong, there was a problem connecting, try again.  

this is a documented problem in this forum.  I called Xfinity and was told to contact Apple. Apple states the app needs to be deleted and reinstalled, but I’m unable to do this because it’s Xfinity equipment.  

I had a similar problem when I exchanged a TV box once before, had to bring the box back to the store because the one I was given wouldn’t  work with the app.

I’ve already unplugged both the TV box and my Gateway twice.

help……

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XfinityPaula

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1.8K Messages

2 months ago

Hello @user_jk8ac1 Thank you for reaching out to us and for sharing the trouble you are having with accessing Apple TV+ through the cable box. I'm sorry for the interruption. I know when it's time to relax and enjoy some shows this is the last thing I want to deal with. 

Thank you for trying to reset the cable box and gateway. Those are usually able to clear up the issue within minutes. Since that didn't do the trick I'm happy to look more into this and do everything we can to make sure you are streaming shows again asap. 

Are any other apps having an issue as well? Curious if it's isolated to the apple TV app alone.

Thank you for sending us a direct message as well, please keep in mind that sending unsolicited direct messages, is a violation of Forum Guidelines, but we can definitely take care of this for you from here.

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user_jk8ac1

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Hello Paula, my name is [Edited: "Personal Information"].  Thanks for your response.

AppleTV is the only app that I can’t sign into, I had no problem signing back into Netflix, Prime, BritBox or YouTube.  In addition to resetting the cable box and gateway, I also did a system refresh with the cable box. 

I have one older TV that I watch AppleTV on using a Fire Stick for access through the gateway, and had no problem with AppleTV last night.  

Thanks for looking into this. 

[Edited: "Personal Information"]

(edited)

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2 months ago

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XfinityPaula

Official Employee

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1.8K Messages

@user_jk8ac1 That is perfect! Thank you so much for trying the refresh and trying another device. That helps clear up a few variables and isolate where the interruption is coming from. I opened a request with our repair team to investigate the app not responding correctly. You should receive a text asking if the issue is resolved or ongoing. What happens is a system check runs in the background and once completed they need you to retest. If the issue is ongoing indicate so via the text and a repair agent will call you to continue working on the cable box to get the app working. Has that text come through yet? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

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user_jk8ac1

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Thank you for your assistance. I’ve spoken to a repair agent and we have determined that the new cable box that I was given yesterday is INCOMPATIBLE with the AppleTV app.  A new X1 cable box is being shipped out to me.  I am forwarding a picture of the box that was incompatible for future reference as this seems to be a problem with other users.

[Image Removed: "Personal Information - MAC Address"]

(edited)

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2 months ago

XfinityRoberto

Official Employee

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2.1K Messages

I am happy that a new box is being shipped to you. I am glad that our tier 2 support team was able to find the issue for the Apple TV error you were getting. I do see that the new box order has been placed. Once we see a tracking number we will reach out to you in the private message you started earlier. 

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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2 months ago

user_jk8ac1

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@XfinityRoberto​ Can you check if my X1 box has been sent yet?  Thanks.  

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2 months ago

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