Hi, I have just called Sky Custoner Service and was told that Netflix are aware of the problem and will be offering compensation to affected customers and that the issue was a problem with Netflix, not Sky. They were unable to tell me how Netflix would be aware which customers are experiencing the problem and how/when they will compensate.
Is there a timescale of when this is likely to be fixed?
Hi, I have just called Sky Custoner Service and was told that Netflix are aware of the problem and will be offering compensation to affected customers and that the issue was a problem with Netflix, not Sky. They were unable to tell me how Netflix would be aware which customers are experiencing the problem and how/when they will compensate.
Is there a timescale of when this is likely to be fixed?
I don't think anyone has a clue as to when a fix will be announced but in the meantime, have you tried @Sam9999's fix back on page 14. It has helped a number of people on here
Hi, I have just called Sky Custoner Service and was told that Netflix are aware of the problem and will be offering compensation to affected customers and that the issue was a problem with Netflix, not Sky. They were unable to tell me how Netflix would be aware which customers are experiencing the problem and how/when they will compensate.
Is there a timescale of when this is likely to be fixed?
That rather sounds as if you've been fobbed off to be honest, have you tried Sam's fix further back?
Hi, I have just called Sky Custoner Service and was told that Netflix are aware of the problem and will be offering compensation to affected customers and that the issue was a problem with Netflix, not Sky. They were unable to tell me how Netflix would be aware which customers are experiencing the problem and how/when they will compensate.
Is there a timescale of when this is likely to be fixed?
No.
Have you tried the "manage access and devices menu on a PC or netflix phone app / sign out the Sky box" solution that has worked for many others but no one seems to have told Sky tech support?
Regarding the suggested compensation from netflix I find my chin remarkably itchy all of a sudden.
I myself do think its a netflix issue since i do recall them changing their system to stop MULTI sharing. But this shouldnt be an issue with sky users at all and it seems to coincide with that change that was also around the time. Multi PW sharing was also on the news with some other streamign services thinkign of taking it up since netflix showed a massive increase. However this is for subscription based seperate, so maybe sky also got hit with blockages (which is still also going on) and yes all fix's did not work though the one of logging out of netflix did last liek a week before it came back (after several power cuts) which is bloody annoying. Not goign to try any more fix attempts as they dont work, and not worth teh messing about.
What about all the older users who are already hard pressed with keeping up and still not fully usage (my mother for 1)this just confuse's her like hell. We got netflix and paramount+ free with our skyQ service and package. Paramount+ no problems, dad has amazon prime and that has no issues (i just dont like their service its all adds), we pay for appleTV+ right now but this could get cancelled at any time. Best one right now is disney+, gotta still watch teh new indiana jones movie on there and i think friday see's the new percy jackson and teh olympions series start up.
We have been experiencing problems with the Netflix connection for months now. Some days ii works and others we have no connection. the red circle appears without reason. We have tried all the recommended fixes and some solve the issue temporarily. Fed up with the all whole matter.I spoke to a Sky Representative yesterday. He informed me that some customers, but not all, were having problems with the netflix. That fact made it more difficult as only some customers were having this problem He believed that someone from Sky were in communication with Netflix about resolving the matter and some compensation, which in itself was difficult as it would not apply to all customers. He asked if we were VIP customers, which we are have been with sky for over 4 years. This has been going on long enough an absolute shambles
We have been experiencing problems with the Netflix connection for months now. Some days ii works and others we have no connection. the red circle appears without reason. We have tried all the recommended fixes and some solve the issue temporarily. Fed up with the all whole matter.I spoke to a Sky Representative yesterday. He informed me that some customers, but not all, were having problems with the netflix. That fact made it more difficult as only some customers were having this problem He believed that someone from Sky were in communication with Netflix about resolving the matter and some compensation, which in itself was difficult as it would not apply to all customers. He asked if we were VIP customers, which we are have been with sky for over 4 years. This has been going on long enough an absolute shambles
What exact fixes have you tried?
fwiw the sky techie was right. I have zero problems, for example. Don't know why not.
21 Dec 202304:35 PM- last edited: 21 Dec 202304:36 PM
Posted by a Sky employee
Hi everyone,
I wanted to thank your ongoing contribution to this thread, we’ve been working behind the scenes with Netflix and are working to get this resolved as soon as possible.
We have 2 active threads on the Community forum that we’re eager to clearly separate your issue with Netflix, below can you tell me what applies to you;
Your Netflix opens but crashes and returns you to your Sky Q home screen.
Netflix opens, the Netflix logo appears but the red spinning loading circle appears.
Or, it’s something else – please let us know and be as specific as you can.
If your app is crashing, we implemented a change to the app that we believe will stop the app crashing to the home screen. Please let me know if you are experiencing this problem specifically.
If you’re seeing the red spinning circle, we’d like some of customer examples to look closer at. If you would like to offer your support, please private message me your Sky Q Serial Number and Netflix ESN which can be found in Settings > System Info.
There are some workarounds we can also suggest, we’d be eager to know if any of these have helped you:
Press the Home button on your Sky Q remote, highlight Settings then press 0,0,1 and Select.
Select Reset, then Reset settings and select Confirm.
Wait for the on-screen instructions to disappear then press the standby button on the front of your Sky Q box, instead of the Home button on your Sky Q remote.
Resetting the settings will clear any remote pairings you have setup. To re-pair your remote to your Sky Q box, follow our online help guide. Resetting the settings will also reset:
Audio visual settings, such as picture resolution and HDMI control.
Preferences, such as auto-play and standby mode.
Settings changed within the hidden engineer menu, including LNB type and wireless connectivity.
Accessibility settings, such as contrast and audio description or subtitle settings Account info for Sky Q TV apps, such as Netflix.
Sign Out of device through Web Browse:
Log into Netflix via the web browser.
Highlight your profile picture (Top right corner).
Click on Account.
Under the Security and Privacy option, click on Manage access and devices.
Select the device name: (it may be called SkyQ ......or Sky UK Set-top box).
Select--> click on the "Sign out" option on the SkyQ ......or Sky UK Set-top box.
Go to your SkyQ box and launch the Netflix app on your SkyQ box.
Opt out of A/B test groups:
Log into Netflix via the web browser
Highlight your profile picture (Top right corner).
Click on Account.
Scroll to the bottom
Turn OFF test participation
Reboot device.
I'll be marking this post as the thread 'Answer' as more people are likely to see it. Thank you,
21 Dec 202304:37 PM- last edited: 20 Mar 202401:49 PM
Posted by a Sky employee
Hi everyone,
I wanted to thank your ongoing contribution to this thread, we’ve been working behind the scenes with Netflix and are working to get this resolved as soon as possible.
We have 2 active threads on the Community forum that we’re eager to clearly separate your issue with Netflix, below can you tell me what applies to you;
Your Netflix opens but crashes and returns you to your Sky Q home screen.
Netflix opens, the Netflix logo appears but the red spinning loading circle appears.
Or, it’s something else – please let us know and be as specific as you can.
If your app is crashing, we implemented a change to the app that we believe will stop the app crashing to the home screen. Please let me know if you are experiencing this problem specifically.
If you’re seeing the red spinning circle, we’d like some of customer examples to look closer at. If you would like to offer your support, please fill in this form: https://forms.office.com/e/VGr0tUpv67
There are some workarounds we can also suggest, we’d be eager to know if any of these have helped you:
Press the Home button on your Sky Q remote, highlight Settings then press 0,0,1 and Select.
Select Reset, then Reset settings and select Confirm.
Wait for the on-screen instructions to disappear then press the standby button on the front of your Sky Q box, instead of the Home button on your Sky Q remote.
Resetting the settings will clear any remote pairings you have setup. To re-pair your remote to your Sky Q box, follow our online help guide. Resetting the settings will also reset:
Audio visual settings, such as picture resolution and HDMI control.
Preferences, such as auto-play and standby mode.
Settings changed within the hidden engineer menu, including LNB type and wireless connectivity.
Accessibility settings, such as contrast and audio description or subtitle settings Account info for Sky Q TV apps, such as Netflix.
Sign Out of device through Web Browse:
Log into Netflix via the web browser.
Highlight your profile picture (Top right corner).
Click on Account.
Under the Security and Privacy option, click on Manage access and devices.
Select the device name: (it may be called SkyQ ......or Sky UK Set-top box).
Select--> click on the "Sign out" option on the SkyQ ......or Sky UK Set-top box.
Go to your SkyQ box and launch the Netflix app on your SkyQ box.
Opt out of A/B test groups:
Log into Netflix via the web browser
Highlight your profile picture (Top right corner).
Click on Account.
Scroll to the bottom
Turn OFF test participation
Reboot device.
I'll be marking this post as the thread 'Answer' as more people are likely to see it. Thank you,
I wanted to thank your ongoing contribution to this thread, we’ve been working behind the scenes with Netflix and are working to get this resolved as soon as possible.
We have 2 active threads on the Community forum that we’re eager to clearly separate your issue with Netflix, below can you tell me what applies to you;
Your Netflix opens but crashes and returns you to your Sky Q home screen.
Netflix opens, the Netflix logo appears but the red spinning loading circle appears.
Or, it’s something else – please let us know and be as specific as you can.
If your app is crashing, we implemented a change to the app that we believe will stop the app crashing to the home screen. Please let me know if you are experiencing this problem specifically.
If you’re seeing the red spinning circle, we’d like some of customer examples to look closer at. If you would like to offer your support, please private message me your Sky Q Serial Number and Netflix ESN which can be found in Settings > System Info.
There are some workarounds we can also suggest, we’d be eager to know if any of these have helped you:
Press the Home button on your Sky Q remote, highlight Settings then press 0,0,1 and Select.
Select Reset, then Reset settings and select Confirm.
Wait for the on-screen instructions to disappear then press the standby button on the front of your Sky Q box, instead of the Home button on your Sky Q remote.
Resetting the settings will clear any remote pairings you have setup. To re-pair your remote to your Sky Q box, follow our online help guide. Resetting the settings will also reset:
Audio visual settings, such as picture resolution and HDMI control.
Preferences, such as auto-play and standby mode.
Settings changed within the hidden engineer menu, including LNB type and wireless connectivity.
Accessibility settings, such as contrast and audio description or subtitle settings Account info for Sky Q TV apps, such as Netflix.
Sign Out of device through Web Browse:
Log into Netflix via the web browser.
Highlight your profile picture (Top right corner).
Click on Account.
Under the Security and Privacy option, click on Manage access and devices.
Select the device name: (it may be called SkyQ ......or Sky UK Set-top box).
Select--> click on the "Sign out" option on the SkyQ ......or Sky UK Set-top box.
Go to your SkyQ box and launch the Netflix app on your SkyQ box.
Opt out of A/B test groups:
Log into Netflix via the web browser
Highlight your profile picture (Top right corner).
Click on Account.
Scroll to the bottom
Turn OFF test participation
Reboot device.
I'll be marking this post as the thread 'Answer' as more people are likely to see it. Thank you,
I used to have the spinning icon for months but then followed @Sam9999's fix and has been working perfectly ever since ( hope I didn't speak too soon )
@Chloe-W22 my spinning circle of death was fixed by whatever the techs did when I passed on my ESN and serial number to Kirsty a good while back (unless that was pure coincidence).
Netflix opens, the Netflix logo appears but the red spinning loading circle appears.
This only happens on the main box itself. The extra box's tend to connect to netflix with no issue's (though sometimes the program hangs and one must reconnect to netflix after exiting) but it does this usually with no problem.
The Main SkyQ box tends to be very tempermental 90% of the time you get the netflix title and a red spinning icon. Closing this going to another streaming service, exiting and trying netflix sometimes works, else its turn off the box and wait then restart it this also sometimes works but neither are guaranteed, its just pot luck as to whether it connects or not.
I did have the red circle of death.. I then didn't use Netflix last week.. Been on last 3 days and works OK ATM.. So not sure if there has been a fix.. Out of approx 8 accesses only 1 red circle for a few secs but then came on. The other times it was instant access..
