Apple TV app, rental film cannot be played

Stephan_76 · 30. Jan

Unfortunately an old familiar issue. I recently bought two films, neither of which can be played via the Apple app on the Box 5. Addendum there is a third film that does not work. And the films don’t run on Box 21 either. I get the same error message as you. Interestingly, the 3rd film is from a series of 3 films and the other 2 are running.

On the Apple TV, however, all films work. But I’ve also had this with included series. After a few weeks, it suddenly worked on Box 5. Of course, waiting is not an option with rental films.

Unfortunately, Swisscom and Apple are passing the buck to each other. Although I maintain that it’s Apple’s fault. And if you look at the reviews in the Play Store, you quickly realise that satisfaction is very mixed.

I’m no longer annoyed. If it doesn’t work via the box, I just switch to the ATV. Same as Play Suisse. The app also didn’t work from Wednesday evening until yesterday evening. There was always the message No network connection. But everything else worked.

30. Jan changed by Stephan_76

Loxiran · 1. Feb

Stephan_76

Do you happen to know of another app that offers a wide range of US feature films for rent? E/original language with D/subtitles.

Compatible with my Swisscombox21 IP1800

Black Mamba · 1. Feb

Loxiran Compatible with my Swisscombox21 IP1800

the TV-Box model does not matter for compatibility

Loxiran application that allows you to rent a large number of American films

an answer has already been given here
Films for rent - Swisscom Community

Loxiran · 1. Feb

Stephan_76

Even if Play Suisse doesn’t work, the fault clearly lies with Swisscom in my view.

When I switched off the firewall on the box for testing, the film ran for 3 seconds and then stopped. Perhaps this is an indication of where the fault could lie?

Stephan_76 · 1. Feb

Loxiran

I very rarely rent films and when I do, it’s with Swisscom or Apple. I don’t know any other services.

About Play SRF, the service was working again after less than 24 hours. This has only happened once and probably has nothing to do with the problem with the ATV app. Too bad I should have asked here on Wednesday evening if anyone could reproduce the problem. Unfortunately I missed that 😳

And since everything else was working perfectly, I thought it was a fault at SRG anyway.

Loxiran · 2. Feb

Black Mamba

Is the Apple TV app on the Swisscom box an Apple TV app that includes the functions of the Apple TV and the Apple TV+?

Or is the Apple TV app on the Swisscom box a special edition for Switzerland?

Loxiran · 3. Feb

Stephan_76

I have now had my router and TV box reset together with a Swisscom person from the technical department. The Swisscom technician claimed that it should now work again. However, the rental films still cannot be loaded and played, even though I have paid for them.

Stephan_76 · 3. Feb

Loxiran Thanks for your feedback. I think the problem lies more with Apple. For me, 3 out of 20 purchased films are affected. If it were a Swisscom problem, I think all films would be affected.

If you have no possibility to watch the rental film at all, YOU can try to apply for a refund:

https://support.apple.com/de-ch/118223

I even did this recently with a film I bought for 14. I assumed that part 3 would also be available in German like 1 and 2, but part 3 was only available in English and French and there were no German subtitles. I specified that:

After clicking on continue, I was able to select and confirm the film.

Just under 26 hours later, I received a message that a decision had been made under Report a Problem. Less than 48 hours later, I already had the statement that the amount was being charged back to my credit card.

@ThomasS Do you have an internal contact person who can look into this with Apple? As I said, it’s just a few films and series that are having problems.

3. Feb changed by Stephan_76

Loxiran · 3. Feb

Stephan_76

Thank you very much!

I have already arranged the refund as I know the mode.

In my case ALL rental films are affected. There don’t seem to be any exceptions for rental films?

I have also reported the case to Apple.

I only wanted to ask Swisscom to look into the matter. The whole cancellation procedure then took its course. The joke is that Swisscom was convinced that the error had now been rectified, which we all know is not true.

Loxiran · 5. Feb

Stephan_76

In the analysis data of the Apple TV app on the Swisscombox, I see that “Germany” is specified as the “country”. This cannot be changed by us users.

Maybe that’s the reason? I rent and pay for a film, the app wants to download the film, but sees that I am in Germany and not in Switzerland according to the Swisscombox, and then blocks the film due to the incorrect setting.

UrsSch · 6. Feb

Loxiran

I have just tested it on my IP2300 aka TV-Box5 and I can play my purchased film “Gravity” with the AppleTV app.
According to Infoscreen, my Apple account is in Switzerland.
The Google account I use for the Google Play Store is also a CH account.

Maybe that will help you…

Stephan_76 · 6. Feb

UrsSch spannend. I also have Germany with me. Important, there are 2 locations

Settings => Info (I have Switzerland there)
Settings almost at the bottom => Analysis data (Germany)

But is it really related to this? ¾ of the films work for me.

It’s interesting that @Loxiran affects all rental films.

UrsSch · 6. Feb

Stephan_76

so it’s exactly the same for me as for you:
Settings => Info (it says Switzerland)
Settings almost at the bottom => Analysis data (Germany)

And my purchase film works, if it works for me and for you and sometimes not, then the error is clearly in the AppleTV app itself.

LG

Loxiran · 6. Feb

UrsSch

Thanks for the info. But as mentioned several times, the problem is not with the purchase films, but with the rental films.

Loxiran · 6. Feb

UrsSch

Thanks for the info. But as mentioned several times, the problem is not with the purchase films, but with the rental films.

Loxiran · 6. Feb

UrsSch

Yes, for me Info=Switzerland, but Analysis data=Germany.

The Swisscom technician who called me the day before yesterday said it could be related to that?

The analysis data is decisive?

Loxiran · 11. Feb

UrsSch

The Swisscom technician had promised me to test two rental films I had suggested. Now a call centre employee who has no idea about the matter calls me today and so I have to start all over again.

The calls from the incompetent people are always made from the

Capita Customer Services AG
Konstanzerstrasse 17
8274 Tägerwilen
Switzerland

which handles customer service for Swisscom.

When I asked what the test result was, the Capita person couldn’t tell me. The person was also unable to answer any questions about the Apple Box. Either I’m the only one with this problem in Switzerland, or the Apple app generally doesn’t work properly on any SwisscomTV box. The question is whether this problem could also exist with the Apple TV Box? The person at Capita Customer Service then said that Swisscom doesn’t sell Apple TV boxes and hung up the phone.

Loxiran · 11. Feb

So after a long back and forth, I have now received a call from a technician. We will now have to test a new box. It may be due to the IP1800.

The films are running on Swisscom but not on my box. So I seem to be one of the few people who have problems with Apple rental films?

11. Feb changed by Loxiran

Stephan_76 · 11. Feb

Loxiran I wouldn’t get my hopes up about the exchange.

As I already wrote, the error occurs on my Box 21 and Box 5. The same purchased films, the same series from Apple+
I was actually thinking of series and films that are censored in Germany. But it also affects a children’s film and a children’s series.

This content runs without any problems on the Apple TV. And because of the Pluto app, I even set it to Germany.

Apart from the TV boxes, I don’t have any Android devices. So unfortunately I can’t test it on other Android devices and in other networks.

Loxiran · 11. Feb

Stephan_76

Thank you .

Well I don’t have high hopes either.

The point is, my two suggested rental films ran or are running perfectly with the technician who tested them.

So it would be a problem that only I have?

Maybe my box really has a fault?

Because buying films is something else again?

It could also be that Apple is confused with older TV sets and generates a kind of copy protection. But then I wouldn’t have been able to watch the included Apple+ films either.