Netflix won’t load
Our Netflix app won’t load. We just get the logo and then a black empty screen. it worked fine and we’ve already tried restoring factory settings but same issue. No connection issues as we’ve t...
Forum Discussion
Tom_W1
Forum Team
Forum TeamHi Shughes1990 thanks for your reply here.
It's a possibility that the App itself is broken unfortunately, which would explain why everything else is working fine here.
This probably is a last resort as ultimately we'd look to replace the box anyway, but can you try to factory reset the box and see if this works?
Please bear in mind that this will delete all your saved recordings so as mentioned, it is a last resort.
If you are looking to do this, please see here on how to do so.
Many thanks
Hi Tom.
We’ve already tried the factory reset on the box and no joy with it. Netflix app doesn’t work on our main tv box, it doesn’t work on our mini box in our bedroom, it doesn’t work via my PlayStation or via Netflix apps on either of our smart tv’s….
I can’t get a Netflix screen on any TV app. Here’s what happens when I try the Netflix app on my phone.
When I’m connected via my Virgin wifi (this is on my iPhone)
when I’m connected via 4G on my iPhone:
- Tom_W1
Hi Shughes1990 thanks for your reply.
Okay that is strange, it obviously seems linked to your broadband connection in that case.
Can you please try a full factory reset as advised here to see if this works?It will reset your WiFi name back to default if you have amended this - please keep us updated.
Many thanks
Hi Tom. I tried this before but it didn’t work. Tried again just now for good measure. Netflix app loads but again, no details or images on screen (same as my mobile app when connected to virgin broadband). The search function doesn’t show titles I know exist on Netflix. It’s just totally unusable.
Is there some sort of privacy or security setting block Netflix? It worked fine up until we came back from holiday (we had turned our box and broadband off at the socket while away). Has there been a new software update that could cause this? So confusing with all other streaming apps working fine so obviously not a connection issue but definitely seem to be something to do with the broadband as it works okay on 4G…- Tom_W1
Hi Shughes1990 thanks for your reply.
It is a strange one, and we're attempting to get to the bottom of this. I have asked a colleague behind the scenes for further help with this, as soon as I'm in a position to provide more assistance I will update further here!
Many thanks Great. Thanks. Looking forward to hearing back.
- Tom_W1
You're welcome - we'll be back in touch!
Many thanks Hi.
Any update on this? We’ve not had any access to Netflix for nearly 4 weeks now…Stephen
- David_Bn
Thanks for coming back to us Shughes1990.
I'll touch base with my colleague to see if any updates are available, so we can report back to you.
Apologies for the time this has taken, and we appreciate your patience.
Kindest regards,
David_Bn
Hi. Can someone give me an update please? Been weeks now since being able to use Netflix. Is there some way of speeding things up or getting help elsewhere?
- Alex_RM
Hi Shughes1990,
I've checked with my colleague and he is still chasing this one for you, will let you know when there has been an update.
Alex_Rm
