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Doelago Level 1 Level 1 generation-apple-tvs-with-wifi-connectivity-issues/


So Apple is replacing a series of 3rd gen Apple TV`s with Wi-FI problems, and mine is suffering from those, and matches the required model number. How do I contact them to request an replacement? Can I somehow email them or?


From Finland if that somehow affects things.

Apple TV
Solved by lwalton on Jul 8, 2013 12:44 PM Solved

Did you folks have to report dropped connections, in order for Apple to replace the unit? I took the Apple TV 3 to the Genius Bar, where Mr Genius agreed that the serial number complied with the service announcement. He then ran a "test" consisting of downloading a couple of movie trailers. He informed me that my unit did not need to be replaced.


He also told me that the service announcement (sent to me by an authorized reseller) was supposed to be an internal document, not distributed to the public.


If the dropped-connection problem is an intermittent one, then it's quite likely that he was merely unable to demonstrate the issue, right? I haven't used my Apple TV 3 enough to know whether there is a problem or not.


Do all of the units described in the service announcement need to be replaced?

  • J.Fabricius Level 1 Level 1

    I think you can get help at Support telephone:

    (358) 0800 96162

  • Widowwmaker Level 1 Level 1

    Just talked to Apple Support (after calling my retailer who had no idea what I was talking about).  Apple support says that this is "Just a third party rumour that is completely false."



  • Mini-Mac Level 3 Level 3

    Widowwmaker wrote:


    Just talked to Apple Support (after calling my retailer who had no idea what I was talking about).  Apple support says that this is "Just a third party rumour that is completely false."



    Not is ture.  If your 3 gen ATV is in the serial number for the recall they will replace it.  I did it for two of them just yesterday (4-16-13)!

  • Widowwmaker Level 1 Level 1

    Oh really...


    Where did you go, EXACTLY... I TALKED to an Apple Support supervisor who said that this was baloney.  So tell me, where did you go, exactly to get your Apple TV replaced?


    And by the way, where is an Apple Support person on here, when you need one?

  • Doelago Level 1 Level 1

    The Apple Support supervisor you talked to was incorrect. I called Apple Support as well, and the confirmed that they are indeed replacing 3rd ge Apple TV`s and told me to take it over to the closest Premium Retailer/Apple Store and have it replaced.

  • tomergold Level 1 Level 1

    it's not false. i talked to the premium reseller in my country and they told me it changed to last 4 letters are the same but now it's some combinations in the fourth and 5th letters of the serial and not the 3 and 4.

    can the next person that will call to apple ask about that ?

    and if it's 3 and 4 does 7j supports the replacement program ?

    and if it's 4 and 5 does jp supports it ?

    of course my last 4 letters are a match

    thanks guys

  • TC400 Level 1 Level 1

    Is the 3rd and fourth? Or the fourth and fifth? I am going to apple tomorrow with my MBPr that has one dead pixel and my 2010 iMac that has weord splotches and IR.

  • TC400 Level 1 Level 1

    I also just chatted with Apple they denied it.

  • Mini-Mac Level 3 Level 3

    RC400,  then you didn't talk to the person with updated information.  Remember this is fairly new development.  The 4th and 5th and the last 4 DRHN.

  • TC400 Level 1 Level 1

    I talked to someone online they denied it called apple support and the one girl didn't know of anything then I spoke to the Apple TV department and that didn't know of anything either.

  • Widowwmaker Level 1 Level 1

    I've got an appointment in Atlanta to replace both of my Apple TV's this morning.  The girl I talked to had to check, and mine both fit into the replacement guidelines (both serial numbers match the stated guidelines.). The Apple TV's don't need to be boxed, as all they are replacing is the module itself. 

  • Widowwmaker Level 1 Level 1

    Oh BTW, the Apple Store is replacing them.  The store I bought them from, Best Buy, had no clue.

  • lwalton Level 1 Level 1

    What about:


    "The Apple TV (3rd generation) must experience one of the following symptoms after the troubleshooting steps have been properly followed:

    Cannot locate network
    Unable to join network
    Dropped or intermittent connection"

    What are the troubleshooting steps? Is it something that the retailer does for us, or is there a test that we do at home?



  • Widowwmaker Level 1 Level 1

    I occasionally had a dropped connection to NetFlix, and would get a "Cannot connect to NetFlix" message.  I also noticed that when I was using AirPlay to stream a movie from my computer, the connection would drop out.  Until I saw the recall announcement, I just thought that it was my cable service.  When I took mine to the Apple Store I explained this to the Apple Genius and he checked the serial number and simply replaced the unit.  Very easy experience at the Apple Store.

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