No option to activate netflix

[CraigPick]

I just got Sky Stream installed yesterday, new customer, ultimate T V package, and I added Netflix Standard (without ads) for £6.50 a month, when I click on the Netflix app I just get the screen to sign up or sign in... I do not get a welcome message that says netflix is now included with Sky, so the new account setup is asking me to choose a package i.e., pay for Netflix... has a recent update happened that's stopping me from signing up to netflix with Sky...?

I've followed the guides on Sky's website but I think my version of netflix on the puck is different to the one the guides for... as I'm just seeing the general sign up or sign in screen...

anyone had similar issues... or am I doing something wrong... am I suppose to sign up for Netflix with payment details and choose a plan and just hope Sky take over the billing... that doesn't sound right...

[mikealanr]

Hi @CraigPick 

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

You sign in with your existing netflix account and Sky take over the billing. You need to sign up for an account first if you don't have one.

As per the link above:

"If you don't have an existing Netflix account:

You must create a new Netflix account and use a unique email address (you can do this on the Netflix app on your Sky Glass or Sky Stream). Do not use a friends/family Netflix log in details on your Sky Glass TV or Sky Stream puck when logging in for the first time as this will link their login details to your Sky account and it can't be reversed"

When you sign in sky takes over the billing, once done when you go into your netflix account under billing you will see "Billed by Sky".

The article also states:

"when logging into Netflix on Sky Glass or Sky Stream for the first time match your existing Netflix account details. This will alert Netflix to stop billing you separately and link your existing account to your Streaming TV bill."

MikeAlanR

[Seg3]

Just received my Sky Puck and have Netflix included with my subscription I e followed instruction on Home page to activate and created an account with Netflix with my email but Netflix just takese to the choose plan and pay money. How do I get the Netflix App to recognise I'm paying for it via Sky? I've tried all the instructions on Sky help but am stuck on the pay subscription screen on Netflix

[Fothergill1]

Hi @Seg3 and welcome to the forum.  The following link explains how to activate Netflix on Stream (also Glass and Sky Q)

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

Good luck 🤞

[Seg3]

Unfortunately it is still not working I seem to be stuck in the finish sign up choose a plan pay money and even if I reset the pick and reload Netflix that is as far as I get the generic link from sky is not working

[markis1974]

I'm getting exactly the same as you CraigPick. Netflix is part of my package, I also don't get the screen when I open the Netflix account to say I have Netflix with Sky - I reckon I just get the standard sign in screen. And when I do sign in with my existing account, it doesn't say 'billed with sky' in my Netflix account, all this leads to be believe no linking is taking place. Netflix still works BTW with my new Sky Stream puck (only had for 2 days), but I think I'll be billed separatly for it and not via Sky.

I've called Sky, I've called Netflix, both say talk to the other, it's not getting resolved. And again, I've followed all the guides.

Did you manage to resolve it?

[Fothergill1]

@Seg3  Sorry to hear the Sky guidelines aren't working for you. Rebooting the puck would be my next suggestion as this clears software glitches but I see you have already tried that. 

Do you by any chance already have a Netflix Account (not through a Sky package).  If so you can login using your existing Netflix account details.  Sky then apparently pick up the cost but I'm not sure how that works.

Personally I'm not sure what else to suggest but maybe other forum members will have some more suggestions.

Also, if you like I could escalate your post to the Community Messaging Team who will invite you for an online chat. If you would like this option just post back here.

[CraigPick]

The guides don't work for stream or glass, the issue is they are outdated as Netflix has recently uodated its TV app, meaning the 'link netflix to sky' option doesn't show up anymore as that was on the old netflix app, everyone who is having this issue seems to be on a new puck which will have come with the kost recent netflix app...

I still haven't found a solutionc reformatting the ouck, refreshing the apps, nothing gets the new netflix app to ask you to 'link' your sky account as that option doesn't exist on this new version if netflix!

trying to get a hold of someone relevent regarding this at Sky is near on impossible!

[markis1974]

@CraigPick that sounds like that's exactly the problem, the new Netflix app simply doesn't have the feature in it to set up the link to a Sky account. Any amount of resetting apps isn't going to help because that'll only take the version forward, not back.

Sky should be fixing this as a matter of urgency because currently they're not fulfillling what they've sold.

Who/how can this be escalated to to get this resolved?

[Seg3]

Exactly I only came back to Sky because of the package if it isn't resolved I might as well go back to NOW and sign up to Netflix separately - it's misselling and needs to be actioned ASAP

[Seg3]

• I think what someone else said is the issue it does not take you to the right authenticate page I have never had an Netflix account and the only way it would allow me to create an account is if I sign up for a paid for subscription and give my payment details - this is not what I subscribed for via Sky and Sky need to resolve this issue 

[CraigPick]

I swear my posts are being deleted... this is the third post I've done and they've all disappeared after a couple of minutes...

Anyway, rang Netflix, not their problem, so rang Sky on [Removed] - hot straight through, don't ask how... and WOW, the chap who answered knew exactly what was happening and what he needed to do. So basically they have to escalate the issue (Customer Escalation Form) - its a Netflix software issue as I suspected, my Netflix version no is: 6.037.1.70, the chap needed my Sky box's build version, its serial no, its MAC address and the Netflix ESN - the solution will take 3-5 days and I essentially what they will do is roll back my sky box's software so I move back to old netflix app where I can then link my account.

Netflix told me once linked I can ring them back and they'll organise a pro-rate refund of the £13 I've paid them already.

Not the easiest nor quickest solution, but hopefully this helps with anyone else having the same issue - it isn't something your doing wrong, your probably just on the newest Netflix app which doesn't have a feature to link to your Sky account yet.

Will update this post if/when mine gets resolved.

Moderator notes: Removed phone number

[CraigPick]

Sorry, my posts are being deleted... this is the fourth post I've done and they've all disappeared after a couple of minutes...

Anyway, rang Netflix, not their problem, so rang Sky and got straight through, don't ask how... and WOW, the chap who answered knew exactly what was happening and what he needed to do. So basically they have to escalate the issue (Customer Escalation Form) - its a Netflix software issue as I suspected, my Netflix version no is: 6.037.1.70, the chap needed my Sky box's build version, its serial no, its MAC address and the Netflix ESN - the solution will take 3-5 days and I essentially what they will do is roll back my sky box's software so I move back to old netflix app where I can then link my account.

Netflix told me once linked I can ring them back and they'll organise a pro-rate refund of the £13 I've paid them already.

Not the easiest nor quickest solution, but hopefully this helps with anyone else having the same issue - it isn't something your doing wrong, your probably just on the newest Netflix app which doesn't have a feature to link to your Sky account yet.

Will update this post if/when mine gets resolved.

[Fothergill1]

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@markis1974 wrote:

@CraigPick that sounds like that's exactly the problem, the new Netflix app simply doesn't have the feature in it to set up the link to a Sky account. Any amount of resetting apps isn't going to help because that'll only take the version forward, not back.

Sky should be fixing this as a matter of urgency because currently they're not fulfillling what they've sold.

Who/how can this be escalated to to get this resolved?

---

Hi @markis1974 I have advised Sky of this issue on the Superusers forum and directed them to this thread 👍

[Seg3]

What number did you call? As I'm being sent to the website by the bots and then the calls hang up