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Netflix and Connect app

On our wavelength

Had new 360 boxes for a week. One was unavailable for a week Cannot activate Netflix as it is Pending. Connect app does not recognise new Hub 5. Advised that these are known problems. Compensation amount?

Final excellent Technical staff sorted the mini box but only after I raised the issue again after a week.


Forum Team
Forum Team

Hey Rokerite, thank you for reaching out and I am sorry you are having some Netflix and Connect app issues.

Please can you let me know what is going on with Netflix, please can you go to your online account and go to the Netflix tab and please let me know what it says.

We're sorry to hear you're having an issue with the Connect App recognising your hub. 

The first thing to be aware of is you need to be connected to your Home WiFi in order for the app to connect to the Hub. It won't allow the connection if you're on a Guest network, VPN or Mobile data. If this still doesn't help, try clearing the data within the Connect App. These steps will help you do that: 

For your Apple device, you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data. 

For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache. 

If this also fails then we currently have a known error with some of the data in our systems, that is causing the app to not recognise the Hub in a minority of instances. We are already investigating this as a high priority. 

Pop back and keep us posted. 


Matt - Forum Team

New around here?


NETFLIX Pending: Adding soon.

message on Entertainment Page via Web site. It has been like that since original installation of new contract 360 equipment.

Connect App

My network is on Devolo with different address from Hub. Should I have use app on the Hub address?

APPLE based system

Thanks Ian

Thanks for coming back to us Rokerite, has anything changed with your Netflix account since you last posted?

With regards to the Connect App, have you followed the instructions in my colleagues message and also rebooted your hub, this can sometimes enable the hub and the Connect App to connect.

Kind Regards,