Netflix often not working on SkyQ

[Collinsc]

Hi

Netflix is often not working on SkyQ. We have checked the Netlfix website and there are no problems with Netflix itself.

We rang up before and sky had directed us to the hidden menu to "refresh apps". However, the "Refresh apps" is no longer there, or perhaps moved?

We have Sky Broadband Ultrafast 1 (FTTP) and are getting good speeds.

Advice appreciated on what might be causing this issue, and where we can locate "Refresh apps".

Thanks

[Collinsc]

How can i get this question in front of a sky employee?

[SlenderRobert]

@Collinsc 

Try the following:

To enter hidden menu press Home and navigate down to Settings but do not select Settings. With Settings highlighted press 0 0 1 Select. then highlight Refresh all Apps on this box.

Sky Q boxes are quite long in the tooth now and were never initially designed to host apps so they do tend to be slow and prone to locking up.

For a better Netflix experience I'd recommend using the Netflix app built into your smart TV (if you have one) or a dedicated streaming device such as a Firestick, Roku or Apple TV 4K box. 

[Collinsc]

Thanks robert

as mentioned in my post however, the "refresh apps" is no longer on that hidden menu.

I really need to speak to someone from sky about this. I would have expected a response by now as it has been 5 days since I posted

[Chodley]

Sky employees have responded (or been quoted) in the other threads on this subject iirc

[lettice]

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@Collinsc wrote:

Thanks robert

as mentioned in my post however, the "refresh apps" is no longer on that hidden menu.

I really need to speak to someone from sky about this. I would have expected a response by now as it has been 5 days since I posted

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Refresh apps has not been removed. From the hidden menu in Sky Q.

To refresh your apps;

On Sky Q:

1. Press Home on your Sky Q remote, then highlight Settings
2. Press 0,0,1 and Select to access the Installer menu
3. Select Apps then highlight Refresh all Apps on this box. You'll see a message that says, 'Your apps are being refreshed'.
4. Press Dismiss to return to normal viewing.

The refresh can take 24 hours to complete.

Also, have a browse of the guidance here;

https://www.sky.com/help/articles/apps-on-sky-q-and-glass

[Collinsc]

Thank you! 
yes I was missing a step!

still need someone from sky now though to talk to about the Netflix issues

[lettice]

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@Collinsc wrote:

Thank you! 
yes I was missing a step!

still need someone from sky now though to talk to about the Netflix issues

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After reading link above, not just doing a refresh of the apps.

What problems are you getting with Netflix on Sky Q.

Any error messages?

[Collinsc]

I'm afraid there are no error messages. The Netflix screen appears and that is all

[Laing1]

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@Collinsc wrote:

I'm afraid there are no error messages. The Netflix screen appears and that is all

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@Collinsc have you seen the answer from a Sky employee in the thread below not sure if it will help you but worth looking at 

https://helpforum.sky.com/t5/Sky-Q/Netflix-app-crashing-won-t-load/m-p/4435511#M603465

[Collinsc]

Thanks. We arent facing the issue at moment so cant test that out.

What I want is for a sky employee to explain why this might keep happening and what recompense we can have.

[Laing1]

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@Collinsc wrote:

Thanks. We arent facing the issue at moment so cant test that out.

What I want is for a sky employee to explain why this might keep happening and what recompense we can have.

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@Collinsc afraid no one on the forums would be able help with this you would need to contact Sky by either calling or making a complaint

You can contact Sky by phone by dialling 150 if Sky is your phone provider or by following the link below
https://www.sky.com/help/home
scroll down to need more help click on this and you will find a phone number. If you are in ROI please change the flag at the bottom right to the ROI flag

[lettice]

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@Collinsc wrote:

I'm afraid there are no error messages. The Netflix screen appears and that is all

---

Is it a black screen or a spinning icon.

If it's one of either, often a cure is to login to your Netflix account via a web browser and force sign out of a device, in your case your Sky Q box.. Just do a force sign out of your Sky Q box, not all devices.

As described here.

https://help.netflix.com/en/node/128180?q=How%20to%20sign%20out%20of%20a%20device

But, would still recommend doing the app refresh..

That sometimes does take many hours, so do it and try the app in say the next day.

[Collinsc]

Thanks all for the advive - will give them a go next time and contact sky if not fixed

[Mattzoe]

Netflix isn't connecting to our sky Q box. We've tried refreshing the apps still nothing. Was working fine until recently.