FaceTime & Apple TV

I had the same problem. It took me a few hours to get it to work one of our family’s iPhone and iPad. Of course you have to be on iOS 17+ and Apple TV 2 gen 4K+ as they say, but a couple of other tips.

1) Add the accounts that you want to FaceTime with to the AppleTV and login with that account there.

2) Start your FaceTime with one of the devices, easier to do on the iPad or iPhone and then have connect to the AppleTV or accept the connection from the AppleTV

Note for testing I put the device and the AppleTV on the same Wi-Fi network

3) It still gave the error as described in this thread, but believe it or not a few reboots of the phone and AppleTV got it to connect and do a FaceTime call.

Found the answer that worked for me on another thread.

Full credit to:

LiamChapman29

User level:

Level 1

9 points

Oct 17, 2023 9:24 AM in response to thatch001

I fixed it!!!

in your AppleTV settings menu go to Remotes & Devices > Remote App and Devices and then remove your apple device by clicking on it and selecting “Forget This Device”. Reboot your AppleTV and re-pair your iPhone by placing it near the AppleTV. It should work then.

Hello coulter28,

Thanks for that info and for choosing the Apple Support Communities. If we understand correctly, your daughter is having an issue with making a FaceTime call to you, as she gets a network related error. To help with this, please have your daughter follow these steps from this Apple resource on this situation: If you can't make or receive a FaceTime call on your iPhone or iPad - Apple Support:

"Use a fast connection to avoid sound quality issues with FaceTime

If your cellular connection or Wi-Fi network runs slowly, or other users stream audio or video on the same Wi-Fi network, you might have these issues:

* Connection alerts or unable to connect

* Choppy video calls

* Black screen

* Dropped calls

Make sure that both you and the person that you call use a fast Wi-Fi or cellular connection. If you use Wi-Fi, FaceTime requires a broadband connection.

If you still need help

If none of the above reasons apply to you, and you still can't make or receive FaceTime calls, follow these steps:

1. Make sure that your device has a Wi-Fi connection to the internet or a cellular-data connection.

* Learn more if you're using router, firewall, or security software that restricts internet access.

3. If you're trying to use FaceTime over cellular, make sure that Use Cellular Data is on for FaceTime. Go to Settings and tap Cellular or tap Mobile Data, then turn on FaceTime. If you're using an iPad, you might see Settings > Cellular Data.

4. Go to Settings > FaceTime and make sure that FaceTime is on.

* If you see "Waiting for Activation," turn FaceTime off and then on again. Learn what to do if you can't activate FaceTime.

* If you don't see the FaceTime setting, make sure that Camera and FaceTime aren't off in Settings > Screen Time > Content & Privacy Restrictions > Allowed Apps.

* Make sure that you have the correct phone number or email address listed.

8. Go to Settings > General > Date & Time and turn on Set Automatically.

9. Restart your device.

10. Update your device to the latest version of iOS or iPadOS."

Cheers!

Hi coulter28,

The steps we provided previously can be helpful to the error message you provided in your initial post of “We couldn't load your recent calls due to a connection problem."

Also if your daughter hasn't tried yet, we recommend to restart both the iPhone and the Apple TV 4K and see if she can access your contact without an issue.

If these steps do not help, we suggest contacting Apple Support. They have the necessary tools to investigate this further. Here's the link to contact them:Get Support

Best regards.

I was able to fix it by updating TV OS to b(eta)- version.

Hi there.

I'm having the same issue and can't fix it. Is there any known solution?

Just migrated from an iPhone 14 to a new iPhone 15 Pro (using the "Quick Start to transfer data to a new iPhone or iPad" method), so basically the new phone is a 1:1 copy of the old one.

Interestingly the recent calls list shows up when I use my old iPhone 14, when I try to use the new iPhone 15 Pro I also get "We couldn't load your recent calls due to a connection problem".

All devices are on version 17.1

Restarted both, the iPhone and the Apple TV a couple of times. No improvement.

any help is much appreciated.

Thanks, Christian

Is there a solution to this, I am also facing the same issues where I am unable to use FaceTime on Apple TV as I keep getting "We couldn't load your recent calls due to a connection problem" error message.

Same issue. Was previously working. All OS have been updated

Was a solution ever found? I am experiencing the same issue

Same problem. Very frustrating.