My post regarding problems with Sky Stream is missing. Do Sky sensor this community?

[Soo5]

Hi there,

not quite related to your post but I can't work out how to post on Sky Community? I have just joined so never used this platform before.

I am still with Sky broadband but have cancelled my Sky TV pacakge now it's come to an end. However, my Netflix now doesn't work with ads, and says I have to upgrade to Netflix without ADS? Which is odd (it's an old tv) as it was working with ads 2 days ago beofre I pulled the Sky box out? So, my profile is still there on Netflix app and trailors plays, but when I click 'play' the message comes up that Netflix with ads doesn't work on my device and that I need to upgrade to no ads. Yet my Netflix account plays with ads on my laptop. 

Weird. Does anyone have any ideas, or can tell me how to put this question into a post of my own? Thank you. Sorry to piggy back on to your probelm. 

[Chloe-W22]

Good morning @Soo5 ! Welcome to the Sky Community forum, where customers like you are on hand 24/7 (almost) to offer some fantastic advice and help on all things Sky-related.

I've moved your comment into it's own post so other users can offer their support. I've moved the post to the Sky Stream board, is this the correct TV product you have or does this need moved to Sky Glass or Sky Q?

[Soo5]

Thank you. It was Sky Stream, up until 2 days ago when I terminated SKY TV (still have SKY broadband), and now Netflix std with ads not working on the same TV that I was watching through the Sky box 2 days ago. Weird. I have rung Netflix, but they said to ring Smasung TV? My tv software is up to date. 

[MarkGoldsmith]

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@Soo5 wrote:

Thank you. It was Sky Stream, up until 2 days ago when I terminated SKY TV (still have SKY broadband), and now Netflix std with ads not working on the same TV that I was watching through the Sky box 2 days ago. Weird. I have rung Netflix, but they said to ring Smasung TV? My tv software is up to date. 

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@Soo5 The only thing i can suggest would be to check the billing section of your Netflix profile, does it show as you having payment details setup or does it still show as being "billed via Sky"? If its not showing as billed via Sky, it would suggest that your Netflix account has successfully unliked from your Sky TV account and would likely indicate that the issue isn't Sky related and either related to your Netflix account or the app on your TV. Also what happens if you try via another device, does Netflix have the same problem on another device? ( which would help rule out a problem with the Netflix app on your TV).

[TimmyBGood]

@Soo5 

If you were watching Netflix through the Netflix app on the Sky box then naturally that supports the advertising version.

The Netflix app resident on an older smart television set may well not do so: if you post the model number this should be possible to look up.

Being 'up to date' on the television operating system doesn't help if the last release for that particular model was a long time ago.

[TimmyBGood]

@Soo5 

How to check device compatibility for an ad-supported experience

If you're signed in to Netflix:

Go to the home screen and press the back button on your remote to get to the menu.

If the menu is at the top: Go left to your profile icon, select Get Help, then Plan Compatibility.

If the menu is on the left: At the bottom, select Get Help, then Plan Compatibility.

If you're not signed in:

Open the Netflix app.

In the bottom left, select Get Help, then Plan Compatibility.

A few things to note

If your device doesn't show the Plan Compatibility option, it can't be used with an ad-supported experience.

A small percentage of devices won't work with an ad-supported experience because either the Netflix app or the device operating system can't be updated to a version of the software that supports ads.

If you're on an ad-supported experience, you won't be able to use your TV as a display for Netflix content playing on your mobile device (casting or mirroring).

https://help.netflix.com/en/node/134299