Netflix crashes

[walneyhammer]

Spoiler

My Netflix crashes every time I open it. I have to power down the virgin box and restart and then I can open Netflix. However the next time I tried to use the box I get the same issue.

i can use Netflix on any other service (smart tv, fire stick, iPhone etc) without issue so the issue must be with my box 

Please can somebody advise how I get this replaced ? 

[roy247]

You could try a factory reset of the box  just select the option to keep your recordings, (you will need to sign in again to your apps), some user's have had a problem with the match frame rate try turning it off if set to on.

You could also try phoning Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault, they might suggest the factory reset, or wait here for one of the forum team to pick this up which might be 2 to 3 day's. 

When phoning choose the option to report a fault, then ignore all the options offered and you should then be placed into a queue to speak to someone.

[Ilyas_Y]

Hi @walneyhammer Thanks for reaching out to us and a warm welcome to the Virgin Media Community Forums. 👋🏼

I'm sorry to hear about the issues with the Netflix services you are having.
May I ask if the advice on the forums thread has assisted you or are you still experiencing the same issue?

Let us know and we can go on from there.

Kind regards.

[walneyhammer]

Nothing I have tried has helped unfortunately.  It happens every single time now.  If I open Netflix then the screen freezes on the netflix logo.  Once I power the box down and back up again then I can get into Netflix, but the next time I try it freezes again.

[John_GS]

Good afternoon @walneyhammer 

Thanks for coming back to the thread.

Did you do the factory reset on the box?

Best wishes.

[walneyhammer]

Yes, I have done a factory reset and the box then did an update but still have exactly the same problem 

[Ayisha_B]

Is it just the Netflix app that crashes or do you have this issue with any others?