Netflix often not working on SkyQ

[PastSellByDate]

I would like to add I do not have a smart phone only a PAYGO. We are in our seventies and need help as we have very little technical knowledge.  We have a contract with Sky and expect them to sort out out centrally. Maybe they should try uninstalling Netflix then reinstalling again to see if that could solve the issue. They seem unwilling to actually do anything except stall 

[Chodley]

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@PastSellByDate wrote:

The response from a contributor saying Sky is aware of the problem is not helpful. As far as we are concerned this has been a problem on and off for over 6 weeks. How long do they need they have the technical  expertise.  As soon as the red circle appears on the screen it does not allow anything. I have tried logging in on our laptop with my Sky password but this is not accepted.  Sky customer service advised me as Netflix is part of my package no other password  is issued for Netflix.  How long do I have to wait for Sky to sort out I am paying for Netflix as part of my subscription. 

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You don't use your sky password but you do use your SkyID email address. You need to do a password reset on the netflix site to get a password that you can login on other devices.

Clearly they don't have the technical expertise to diagnose and fix this or it would already be fixed.

[Chodley]

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@PastSellByDate wrote:

I would like to add I do not have a smart phone only a PAYGO. We are in our seventies and need help as we have very little technical knowledge.  We have a contract with Sky and expect them to sort out out centrally. Maybe they should try uninstalling Netflix then reinstalling again to see if that could solve the issue. They seem unwilling to actually do anything except stall 

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You can use any internet browser or a tablet, don't have to use a smartphone.

If you mean uninstalling the Netflix app on your sky box - the "Refresh Apps" does that I think but without much success. Not fixed it as consistently for people as the "manage access and devices" solution suggested.

It's a really nasty issue.

[Anonymous]

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@PastSellByDate wrote:

The response from a contributor saying Sky is aware of the problem is not helpful. As far as we are concerned this has been a problem on and off for over 6 weeks. How long do they need they have the technical  expertise.  As soon as the red circle appears on the screen it does not allow anything. I have tried logging in on our laptop with my Sky password but this is not accepted.  Sky customer service advised me as Netflix is part of my package no other password  is issued for Netflix.  How long do I have to wait for Sky to sort out I am paying for Netflix as part of my subscription. 

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So you think new posters asking 'why aren't Sky doing anything about this' is more helpful than being advised that they are aware and are working on it? This problem (which only affects a relatively small percentage of users) has been around for at least 6 months. I had it a long time myself although I've no idea how it got fixed, after supplying some technical details to them.

Unless you know exactly what the problem is I can't see how you can ask how long it should take?

As already advised, put your Sky log in email into the Netflix forgotten password box, you should receive a password reset email. Click on it and enter an easily remember password. Once done log in and go to the account section and remove the Q box. Let us know how you get on or if you need further help.

BTW, you're barely any older than me so age has nothing to do with it.

[Ange27007]

@Chodley @Well I've got the red circle of doom again! After thinking all the things I've done to rectify it,might of work! I give up 🤣 I'm moving next Tuesday hopefully that resolves it. If not I'd rather just cancel it,and I'll get myself a firestick 😁 CBA anymore. 

[PastSellByDate]

I have no tried to log in or any other suggestions.  I  connected to Netflix this morning without doing anything. I expect in the next couple of days the red circle will appear. I disper.  I find depending Sky over this issue unexplainable.  If it only affects a small  number of Sky customers I consider they should be doing more and at least communicating with those with this issue advising them what they are doing to solve this problem.  My contract runs out in May and after 5 years will probably  switch to another supplier who may offer better customer  service. I am fed up

[Anonymous]

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@PastSellByDate wrote:

I have no tried to log in or any other suggestions.  I  connected to Netflix this morning without doing anything. I expect in the next couple of days the red circle will appear. I disper.  I find depending Sky over this issue unexplainable.  If it only affects a small  number of Sky customers I consider they should be doing more and at least communicating with those with this issue advising them what they are doing to solve this problem.  My contract runs out in May and after 5 years will probably  switch to another supplier who may offer better customer  service. I am fed up

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So you haven't tried anything suggested? What exactly do you expect to happen then? Sky have communicated on here and explained what's occurring.

[Chodley]

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@PastSellByDate wrote:

I have no tried to log in or any other suggestions.  I  connected to Netflix this morning without doing anything. I expect in the next couple of days the red circle will appear. I disper.  I find depending Sky over this issue unexplainable.  If it only affects a small  number of Sky customers I consider they should be doing more and at least communicating with those with this issue advising them what they are doing to solve this problem.  My contract runs out in May and after 5 years will probably  switch to another supplier who may offer better customer  service. I am fed up

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Make the most of it while it's working I guess

[Brewnode]

I have the same problem and the secret refresh has gone. This is the second time this has happened in 2 weeks.

First time was annoying, second time is aggrevating.

[Chodley]

What is the "secret refresh"?

[Anonymous]

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@Brewnode wrote:

I have the same problem and the secret refresh has gone. This is the second time this has happened in 2 weeks.

First time was annoying, second time is aggrevating.

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If you mean refreshing the apps from the hidden menu then that seems to have always been a temporary fix. Use Sam's method of logging on to Netflix online through a browser and removing the Sky box from the devices. That seems to be permanent, although some claim it's not worked for them (I do suspect user error there though).

[missy1994]

So guys I just rang sky as Im really fed up now with this and apparentley they are going to be rolling out a new Netflix App shortly, how short i dont know. I just cant keep getting up and keep rebooting every dang day, Im sorry! and also I asked to be compensated for the dtime ive been without this service and they did. Been with sky for 20 odd years and this is not far to customers as I literally left netflix itself and signed up with sky netflix so if im paying for a service and not getting it I dont care I want to be compensated. Put it back to my sky bill.   So i guess its a waiting game till the new App rolls out.....

[Anonymous]

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@missy1994 wrote:

So guys I just rang sky as Im really fed up now with this and apparentley they are going to be rolling out a new Netflix App shortly, how short i dont know. I just cant keep getting up and keep rebooting every dang day, Im sorry! and also I asked to be compensated for the dtime ive been without this service and they did. Been with sky for 20 odd years and this is not far to customers as I literally left netflix itself and signed up with sky netflix so if im paying for a service and not getting it I dont care I want to be compensated. Put it back to my sky bill.   So i guess its a waiting game till the new App rolls out.....

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I thought you'd posted that you can access Netflix through your TV?

[TimmyBGood]

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@missy1994 wrote:

 So i guess its a waiting game till the new App rolls out.....

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Given the vast majority of many millions of Q users aren't posting here about Netflix issues, that may be misleading.

Netflix on Sky now has a different subscription structure for new subscribers, and it's unfortunately entirely possible that a CS adviser got this confused with a 'new app'

[missy1994]

Yes but i dont want access it through my tv thats not what i signed up for i prefer to use it through my sky app for reasons.