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user_ron0m5
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3 Messages

Wednesday, January 15th, 2025 2:28 AM

Unable to get my Xfinity stream app to work on Apple TV

i purchased a TV subscription. I keep getting the error that I’m not on my home network when I am. The troubleshooting steps did not help me at all. How does this get fixed? I don’t want to use a rented box. I want to use my own Apple TV 4K 2024 model. I am also using your modem as it was furnished in our unit. 

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2 days ago

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XfinityKassie

Official Employee

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1.5K Messages

3 days ago

 

user_ron0m5 Good morning! Thank you for reaching out to our Xfinity Forums Team for assistance with your Xfinity Stream App. That can definitely be frustrating when you aren't able to enjoy your services. I can help you get this squared away today. Can you please share what troubleshooting steps you tried? Additionally, are you able get into your Wi-Fi settings on your TV, and double check to make sure it's connecting to your home Wi-Fi and not a hotspot or other network? 

 

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user_ron0m5

3 Messages

Good morning! I have tried restarting the modem and the Apple TV, making sure that my Apple TV is on the latest tvOS version and confirming that I’m on the home WiFi network or Ethernet. What would the next steps be?

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3 days ago

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XfinityKassie

Official Employee

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1.5K Messages

 

user_ron0m5 Thank you for sharing the steps you have tried. I'm assuming you have tried to sign out, and sign back in to your Xfinity Stream App? 

 

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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3 days ago

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user_ron0m5

3 Messages

Multiple times. And deleted and redownloaded from the Apple App Store. It doesn’t actually let me completely sign in. When I get to the screen telling me I’m not on my home network and click okay it takes me right back to the sign in screen. Seems like it just doesn’t recognize that my WiFi is mine. Like it’s a provisioning issue somewhere. 

(edited)

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3 days ago

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XfinityKassie

Official Employee

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1.5K Messages

 

user_ron0m5 Got it! Let me take a look, and see what's going on, on my side. Can you please send a Direct Message with your name, the service address, and the User ID you are using for your Xfinity Stream App? 
 
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window 
Press Enter to send 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

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3 days ago

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XfinitySara

Official Employee

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1.4K Messages

2 days ago

Thanks again for reaching out, @user_ron0m5! It looks like switching between accounts and changing which one is listed by default as seen here did the trick! Plus, you now get to save even more money by returning a TV Box and streaming on your Apple TV! That's great news :) We appreciate your time on this, and as I mentioned in our last direct message, please feel free to create a new post if anything else comes up. Our Digital Care Team (and the community) will be here to help should you need us!

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