A NUMBER of Sky customers are fuming as they’ve been left unable to access Netflix on their TVs for weeks.
Several complaints have been reported online via Sky‘s website and on social media, with viewers saying all they see if a red spinning circle on their screen.
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Although the mysterious issue seems to mostly affect the Netflix app, others have claimed there are problems with Disney+ and Amazon Prime Video too.
Complaints have been made by Sky Q subscribers, not Sky Glass or Sky Stream.
“I have been unable to access Netflix on my Q box for several weeks. I have to watch it on my smart TV,” one user wrote.
“When talking to tech help they say upgrade software, but this only works until you turn box off, then problem is back.
“Sky must be aware of this problem as there are many posts on line concerning it, so why arent they fixing it.”
Another said: “I am having this same issue of the red spinning circle. Currently for over 5 minutes!
“It has been doing this via the SkyQ box for months. Paying for a service that I can’t access.”
Responding to complaints on X, Sky’s help team has confirmed there is “a known issue currently” and that engineers “are working on this”.
Some customers have even demanded compensation due to loss of service.
But Sky’s X rep said to one bill payer: “We don’t have timeframes for known issues, though as mentioned support teams are working on this, and as also mentioned previously, Netflix is its own streaming service, we just provide you the option to pay it through us, it is not a Sky product, it is a third party app.
“Our final stance on this is that compensation is not due for this and so will not be given, if you are unhappy with this information and wish to raise a complaint about it, send us a PM and we can provide you contact details to do so.”
Sky offers the cheapest version of Netflix as standard with every TV subscription.
GOODBYE NETFLIX BASIC
The firm recently warned any customers still using Netflix Basic would see a change in September.
Accounts will be bumped to Netflix Standard with Ads, due to Netflix’s decision to axe the Basic tier.
It means viewers will have to settle with ads or pay for the ad-free version of Netflix.
Netflix Standard with Ads does have some benefits, such as the ability to watch on more screens and higher picture quality.
How to fix Netflix on Sky
Some users claim that the following steps have fixed their Netflix app on Sky Q.
However, Sky has not confirmed whether this solution works – and The Sun has not be able to independently test it, so there is a chance it does not solve the issue.
- Log into your Netflix account via a web browser on a computer
- 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 appear as SkyQ or Sky UK Set-top box),
- Click on the sign out option
- Reboot your Sky Q box by turning off at the wall or plugging out for 1 minute
- Launch the Netflix app on your Sky Q box again and sign in
If this doesn’t work, you can do what other users have done, which is to use your smart TV’s built-in Netflix app to access the service for now.
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