Not able to access Netflix on the app

[BL91]

My Netflix will not load, it freezers with the red N on my screen. I have had this issue since my virgin account has opened (3/4 months), many phone calls and wasted numerous hours on the phone to get no resolution. 

The common answer from every colleague is 'I'll raise a ticket and we will be in contact within 5 days'. I am yet to receive any calls or feedback regarding my issue. I find it baffling how Virgin have no direct line / contact with Netflix for when these issues appear. I am forever going round in circles to no avail. 

Any help and clarity from Virgin would be appreciated as the service received at present is embarrassing. 

[newapollo]

Hi @BL91 

Go into Settings > Audio & Video > Match frame rate  >  try turning it to Off

[BL91]

Hi @newapollo, 

is this the settings on Netflix?

I am watching it through my tele via the app on Virgin and cannot access anything.

If this refers to general settings i will give this ago, thanks.

[newapollo]

Hi again @BL91 

This is through the 360 box and the main settings menu

Ppress the  cogwheel (gear) icon on the home screen

Then click on Audio & Video > Match Frame rate.

[BL91]

Unfortunately this didn’t work. I have two boxes due to multi room, we are yet to use the other so I tried that yesterday and it works.

It must be a fault with the main box, so Virgin provide replacements? 

[newapollo]

Hi @BL91 

It's good to hear that it's working on the second box.

Have yuo tried swapping them around to see if the fault follows the box, or if it's due to the location?

[BL91]

I swapped the boxes around in order to gain access to Netflix. 

The location is the same, its the main box with issues. I think i need a new box from them.

[Ashleigh_C]

Hi there @BL91 

Thank you so much for your post and welcome back to the forums, it's great to have you here. 

I am so sorry to hear that you are facing issues with your Set Top Box and a big thank you to newapollo for their advise so far. 

Can I ask if you have any issues with any other apps at all on the box or is it only Netflix?

Thanks again

[BL91]

Hi Ashleigh, 

Just Netflix, all other apps work fine. 

[Kath_F]

Hi BL91, 

Thanks for coming back to us on this and confirming this. 

Checking things this end I can see this has already been raised to the teams. You will need to wait for them to get in touch with you. 

If a new box is needed, they will arrange this. 

Keep us posted on how things go. 

Thanks,