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Apple Initiates Replacement Program for 3rd Generation Apple TVs With Wi-Fi Connectivity Issues

got a replacment

I got a replacement (hoped for an updated version - smaller A5) no luck. I came home put my serial number into the support page search and it came back with a ATV 3rd ten, made March 12, 2012.
Would've been nice to get newer, but I guess it wasn't in the cards. Oh well, hopefully it will help solve some issues I was having...

BTW, my fourth and fifth alphanumerics are JJ the last four are DRHN. Very close to the replacement sequences

Chip: A1427

Also: They said it wasn't a "recall" He called it a "replacement"
 
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i have noticed homesharing issues that seems to be appearing more frequently now (as in the movie just stops and I have to open it again, or the video lags slightly or the voice lags, etc.) Is this a wifi issue or is this something else?

The router is placed quite far away (maybe 50-80 feet away, the router is upstairs while the apple tv is downstairs)... maybe it's the computer. This actually happened when i put a movie on for my parents, they told me about it, but i couldn't reproduce the results...
 
shyam09 said:
i have noticed homesharing issues that seems to be appearing more frequently now (as in the movie just stops and I have to open it again, or the video lags slightly or the voice lags, etc.) Is this a wifi issue or is this something else?

The router is placed quite far away (maybe 50-80 feet away, the router is upstairs while the apple tv is downstairs)... maybe it's the computer. This actually happened when i put a movie on for my parents, they told me about it, but i couldn't reproduce the results...
Click to expand...

I have been video lagging issues recently as well, and that's not over home sharing. Sometimes the video would just freeze but the audio would continue. Both on purchased content from iTunes and also on Netflix streaming. I wonder if it's a bug in the latest update?
 
So I just need to bring my 3rd Gen Apple TV (with an appointment) and they check the numbers? My unit is one of the affected serial numbers. They don't need to diagnose or test?

I only use Ethernet, but even with that, I have noticed that it complains that it's not connected to the Internet for a few seconds after waking up. Never saw that with my 2nd Gen Apple TV. So I hope the replacement will resolve this annoyance, too.
 
Stuipdboy1000 said:
I have been video lagging issues recently as well, and that's not over home sharing. Sometimes the video would just freeze but the audio would continue. Both on purchased content from iTunes and also on Netflix streaming. I wonder if it's a bug in the latest update?
Click to expand...

I just today got a replacement ATV and the video still stalled out for me.... both while doing Trailers and while streaming a movie (in iTunes) from me iMac in the other room. So, if this was an issue with ATV, then I still have it. Although, if it's an issue with my signal from TWcable or apple extreme wifi, it's hard to know.

Nevertheless, I don't have a complete/permanent signal failure or drop of connection (which I would occasionally have previously) but I'm not entirely happy with the stall.

Oh well, first world problem. :)


I'll get over it.

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noozgroop said:
Is a receipt required for a replacement at the Apple Store?
Click to expand...

No receipt required. I actually think that I purchased the original ATV from Bestbuy and not the Apple Store. However, I have purchased many other things from the apple store, so I can't be quite sure, nor do I remember specifically - whether or not they had my receipt on digital record.
 
mushroomtip said:
nothing wrong with wishful thinking
Click to expand...

Yep, you send the old one back.


HOWEVER, you only send back the Apple TV. [as far as I know, based on what the rep told me.

You keep your remote and power cord, and they send you a brand new Apple TV still sealed in the original retail packaging.
 
Steve.P.JobsFan said:
Yep, you send the old one back.


HOWEVER, you only send back the Apple TV. [as far as I know, based on what the rep told me.

You keep your remote and power cord, and they send you a brand new Apple TV still sealed in the original retail packaging.
Click to expand...

that'll work for me
 
I went to the Apple Store in Tampa. They told me these numbers where incorrect. He said there was a new email sent out with new numbers ending in a different 4 digits and that mine didn't fall under this replacement. However, they still swapped out my ATV because I was still under warranty. Testing it now.
 
went to a Apple Store and the front of the store guy didn't even know about the issue and then wouldn't do the swap for me without an appointment even though the serials are right there for the world to see... i guess i'm an idiot for not knowing that front of the store guys are useless and can't do much except ring you up for a new sale. what a waste of resources to take an appointment slot for something as trivial as a serial number lookup. /cranky
 
shyam09 said:
i have noticed homesharing issues that seems to be appearing more frequently now (as in the movie just stops and I have to open it again, or the video lags slightly or the voice lags, etc.) Is this a wifi issue or is this something else?
Click to expand...

I have those issues over ethernet.
 
Mine is connected via ethernet and loses its connection several times in one day. Anyone else have a problem with ethernet?

My 2nd gen with the same setup did not have this issue.
 
Risco said:
People who have had theirs swapped, can you look on the bottom and tell me if it says A1427 or A1469? If it is the latter you have the A5X chip and a new wifi chip as well.
Click to expand...

Just got mine replaced and its the A1427.
 
Perrumpo said:
Mine is connected via ethernet and loses its connection several times in one day. Anyone else have a problem with ethernet?

My 2nd gen with the same setup did not have this issue.
Click to expand...

Yes, I had problems on ethernet too with my unit. I was initially on wifi but tried ethernet to see if it was any better. On ethernet I kept getting an "unable to connect to iTunes Store" error requiring me to reboot the device since it had no IP. When I brought my unit in today I told them I had problems connecting to the itunes store and my network. I didn't mention whether I was using Wifi or Ethernet and they gave me a new unit.
 
nsfw said:
went to a Apple Store and the front of the store guy didn't even know about the issue and then wouldn't do the swap for me without an appointment even though the serials are right there for the world to see... i guess i'm an idiot for not knowing that front of the store guys are useless and can't do much except ring you up for a new sale. what a waste of resources to take an appointment slot for something as trivial as a serial number lookup. /cranky
Click to expand...

Exactly what happened to me not 15 minutes ago. Same damn thing, just replace them. I've been having tons of problems since the ATV3's came out (there is a long thread on here about debugging the issue). I was hoping this would fix the connectivity issues I've been having. Now I have to wait until tomorrow to get them swapped out. Fortunately the Apple store is just across the street.

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Perrumpo said:
Mine is connected via ethernet and loses its connection several times in one day. Anyone else have a problem with ethernet?
Click to expand...

One of mine did too, I switched to WiFi because it was actually better (not good). ATV2's were much more stable.

----------
JohnDoe98 said:
Just got mine replaced and its the A1427.
Click to expand...

I have three of them, all fit the serial number range. I hope tomorrow they just replace them without issue.
 
Apple Denies This Is True

Just got off the phone with Apple Care. They claim this is coming from "a third party" and is not an Apple replacement or recall program.

I was advised to reload the OS and see if that fixes it. Sure, whatever.

So I have 4 of these in my home and this is the only one that has the problem. It's also the only one that has a serial number that matches what was reported in the story.
 
My solution for Apple tv replacement...

Since it is all over the Apple sites, but I can't find anyone who can help, here is an easy solution.
It is all over the Apple sites, but I can't find anyone to help me.
Here is my solution...

Buy a new Apple TV (check serial # first)

Hook up

Repackage bad unit

Return and get refund



I did.
 
I match up with all those letters and codes. I probably had this problem from the early days, because when I first got this, I had a bunch of slow/crappy WiFi problems on mine. I eventually gave up and hardwired the thing to my router, which was only about 5 feet away anyway. From that close I shouldn't have that crappy of WiFi service.

I'll probably go get a replacement anyway, less cables hanging around the better, assuming the new one doesn't have a different WiFi problem.
 
Seamaster said:
Plain brown box. Ran the serial number checker. Manufacture date is last month. Suggests new to me.
Click to expand...

Where is the serial number checker? I just had mine replaced this morning - plain brown box but I'd like to check the serial.

Had to wait a while and had a Genius appointment. Must have been first one to do it at that store because initially they were just going to try to update the software again, then he looked at the knowledge base and wallah here comes a brown box. Nice because I have been having issues.
 
newportbeach said:
Where is the serial number checker? I just had mine replaced this morning - plain brown box but I'd like to check the serial.

Had to wait a while and had a Genius appointment. Must have been first one to do it at that store because initially they were just going to try to update the software again, then he looked at the knowledge base and wallah here comes a brown box. Nice because I have been having issues.
Click to expand...

You can get the serial number info from here:

www.chipmunk.nl/klantenservice/applemodel.html

Put the serial number in the box and hit enter; it will provide all the info about that product like when was it manufactured, model number etc.

By the way, what is the Model Number at the bottom of your replaced apple tv? Is it A1427 or A1469?
 
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