Poor quality or distorted video

If you see video that is blurry, fuzzy, or undefined, you may have a weak or unstable connection to the internet. Follow the troubleshooting steps for your device to resolve the issue.

Blu-ray player

Stream your TV show or movie for one full minute

Netflix may start playing a TV show or movie in a lower resolution. If video resolution doesn't improve after one minute, continue troubleshooting below.

Change your Netflix playback settings

Using a phone or tablet

  1. Sign in to Netflix.com from a web browser.

  2. From the upper left, tap Menu menu icon .

  3. Tap Account.

  4. Scroll down to Profile & Parental Controls.

  5. Tap the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  6. Next to Playback settings, tap Change.

  7. Under Data usage per screen, tap High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  8. Try Netflix again.

Using a computer

  1. Sign in to Netflix.com from a web browser.

  2. From the Who's Watching? screen, click on your profile.

  3. From the upper right, place your cursor over your Profile profile icon , then click Account.

  4. Under Profile & Parental Controls, click the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  5. Next to Playback settings, click Change.

  6. Under Data usage per screen, click High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  7. Try Netflix again.

Make sure your network allows streaming

  • Public Wi-Fi networks such as at school, work, or a hotel, sometimes block streaming video. If you're using a public network, check to make sure Netflix is allowed.

  • If you're using a cellular data network or a satellite internet connection, try a different network if you can.

Check your connection speed

To check your connection speed through the Netflix app, follow the steps below.

Note:
If you're using a mobile device or computer, visit Fast.com to test your speed.
  1. Begin from the Netflix Home screen.

  2. Navigate left to open the menu, then select Settings.

    • If you don't see a menu when you navigate left, navigate up and select Settings or the Settings icon . If you still don't see the icon, your device doesn't have this feature.

  3. Select Get Help.

  4. Select Check your Network.

  5. The Netflix app will verify that you can connect to the internet and reach Netflix. It will also check your connection speed.

  6. Once the test is complete, make sure that your speed meets Netflix internet speed recommendations.

Restart your Blu-ray player

  1. Turn your Blu-ray player completely off.

  2. Wait 10 seconds.

  3. Turn your Blu-ray player back on and try Netflix again.

If you have to restart your Blu-ray player often, try troubleshooting your home network for a long-term fix.

Sign out of Netflix

  1. Go to the sign-out screen.

    • From the Netflix Home screen, select Settings or the Settings icon .

    • From any other screen, enter these keys in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. On the sign-out screen, select Reset, Sign Out, or Deactivate.

  3. Sign back in and try Netflix again.

Restart your home network

  1. Turn off or unplug your Blu-ray player.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your Blu-ray player back on and try Netflix again.

Connect your Blu-ray player directly to your modem

  1. Turn off your Blu-ray player.

  2. Plug your Blu-ray player directly into your modem using an Ethernet cable.

  3. Unplug your modem from power for at least 30 seconds, then plug it back in and wait until no new indicator lights are blinking on.

  4. Turn on your Blu-ray player and try Netflix again.

If this step works:

  • If you bypass your router and successfully connect to Netflix through your modem, it's likely that the router is the source of the problem.

  • You may want to contact whoever set up your home network for help resetting or reconfiguring your router.

If this step doesn't work:

  • If you're connected directly to your modem but still can't watch Netflix, check with your equipment provider to make sure your modem and internet service are working properly.​

If you couldn't complete this step:

  • If you can't connect your device directly to your modem, continue troubleshooting below.

Improve your Wi-Fi signal

If you're connecting over Wi-Fi and the above steps didn't help, follow these suggestions:

  • Move your router to improve signal strength. Reception is best if the router is in a central location.

  • Move wireless devices such as cordless phones or microwave ovens away from your router.

  • Elevate your router off the floor. A router on a bookshelf or desk has better reception than one that's behind or under furniture.

What to do next

If you complete the steps above but still can't connect to Netflix, contact your internet service provider. They can help you determine whether your router is set up properly.

Computer

Stream your TV show or movie for one full minute

Netflix may start playing a TV show or movie in a lower resolution. If video resolution doesn't improve after one minute, continue troubleshooting below.

Change your Netflix playback settings

Using a phone or tablet

  1. Sign in to Netflix.com from a web browser.

  2. From the upper left, tap Menu menu icon .

  3. Tap Account.

  4. Scroll down to Profile & Parental Controls.

  5. Tap the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  6. Next to Playback settings, tap Change.

  7. Under Data usage per screen, tap High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  8. Try Netflix again.

Using a computer

  1. Sign in to Netflix.com from a web browser.

  2. From the Who's Watching? screen, click on your profile.

  3. From the upper right, place your cursor over your Profile profile icon , then click Account.

  4. Under Profile & Parental Controls, click the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  5. Next to Playback settings, click Change.

  6. Under Data usage per screen, click High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  7. Try Netflix again.

Make sure your network allows streaming

  • Public Wi-Fi networks such as at school, work, or a hotel, sometimes block streaming video. If you're using a public network, check to make sure Netflix is allowed.

  • If you're using a cellular data network or a satellite internet connection, try a different network if you can.

Reboot your computer

  1. Turn your computer completely off.

  2. Wait 10 seconds.

  3. Turn your computer back on and try Netflix again.

Although restarting your device can fix your problem right now, if you find you have to do it often, you'll want to troubleshoot your home network for a long-term fix.

Restart your home network

For this step, make sure to leave your computer powered off and all of your home network equipment unplugged as a group for 30 seconds before plugging each device back in one by one.

  1. Turn off your computer.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until the indicator lights are back to its normal state. If your router is separate from your modem, plug it in and wait until the indicator lights are back to its normal state.

  4. Turn your computer back on and try Netflix again.

Connect your computer directly to your modem

If you're connecting through a wireless router that's connected to your modem and still can't connect after restarting your network, try bypassing the router. This will help identify what's causing the problem by eliminating the router or wireless connectivity problems as a possible cause.

  1. Turn off your computer.

  2. Plug your computer directly into your modem using an Ethernet cable.

  3. Unplug your modem from power for at least 30 seconds, then plug it back in and wait until no new indicator lights are blinking on.

  4. Turn on your computer and try Netflix again.

If this step gets you streaming again:

  • If you've bypassed your router and successfully connected to Netflix directly through your modem, it's likely that the router itself is the source of the problem. Contact whoever set up your home network for help resetting or re-configuring your router settings.

If you're still not able to stream:

  • If you're connected directly to your modem and still can't stream Netflix, you may want to check with your equipment provider to make sure your modem and internet service are functioning as intended.​

If you were unable to complete this step:

  • We strongly recommend attempting to connect your computer directly to your modem if you can -- it will allow you to absolutely rule out your wireless router as the cause of any network connection issues. However, if there's no way for you to directly connect your device to your modem, continue troubleshooting below.

Improve your Wi-Fi signal

If you're connecting over Wi-Fi and the above steps didn't help, follow these suggestions:

  • Move your router to improve signal strength. Reception is best if the router is in a central location.

  • Move wireless devices such as cordless phones or microwave ovens away from your router.

  • Elevate your router off the floor. A router on a bookshelf or desk has better reception than one that's behind or under furniture.

What to do next

If you complete the steps above but still can't connect to Netflix, contact your internet service provider. They can help you determine whether your router is set up properly.

Game console

Stream your TV show or movie for one full minute

Netflix may start playing a TV show or movie in a lower resolution. If video resolution doesn't improve after one minute, continue troubleshooting below.

Change your Netflix playback settings

Using a phone or tablet

  1. Sign in to Netflix.com from a web browser.

  2. From the upper left, tap Menu menu icon .

  3. Tap Account.

  4. Scroll down to Profile & Parental Controls.

  5. Tap the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  6. Next to Playback settings, tap Change.

  7. Under Data usage per screen, tap High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  8. Try Netflix again.

Using a computer

  1. Sign in to Netflix.com from a web browser.

  2. From the Who's Watching? screen, click on your profile.

  3. From the upper right, place your cursor over your Profile profile icon , then click Account.

  4. Under Profile & Parental Controls, click the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  5. Next to Playback settings, click Change.

  6. Under Data usage per screen, click High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  7. Try Netflix again.

Make sure your network allows streaming

  • Public Wi-Fi networks such as at school, work, or a hotel, sometimes block streaming video. If you're using a public network, check to make sure Netflix is allowed.

  • If you're using a cellular data network or a satellite internet connection, try a different network if you can.

Check your connection speed

To check your connection speed through the Netflix app, follow the steps below.

Note:
If you're using a mobile device or computer, visit Fast.com to test your speed.
  1. Begin from the Netflix Home screen.

  2. Navigate left to open the menu, then select Settings.

    • If you don't see a menu when you navigate left, navigate up and select Settings or the Settings icon . If you still don't see the icon, your device doesn't have this feature.

  3. Select Get Help.

  4. Select Check your Network.

  5. The Netflix app will verify that you can connect to the internet and reach Netflix. It will also check your connection speed.

  6. Once the test is complete, make sure that your speed meets Netflix internet speed recommendations.

Restart your game console

  1. Turn your game console completely off.

  2. Wait for 10 seconds.

  3. Power your game console back on and try Netflix again.

Although restarting your console can fix your problem right now, if you find you have to do it often, you'll want to troubleshoot your home network for a long-term fix.

Restart your home network

  1. Turn off or unplug your video game console.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your game console back on and try Netflix again.

Connect your game console directly to your modem

If you're connecting through a wireless router that's connected to your modem and still can't connect after restarting your network, try bypassing the router. This will help identify what's causing the problem by eliminating the router or wireless connectivity problems as a possible cause.

  1. Turn off your game console.

  2. Plug your game console directly into your modem using an Ethernet cable.
    Plug your game console directly into your modem.

  3. Unplug your modem from power for at least 30 seconds, then plug it back in and wait until no new indicator lights are blinking on.
    Unplug your modem from power.

  4. Turn on your game console and try Netflix again.
    Turn on console and try again.

If this step gets you streaming again:

  • If you've bypassed your router and successfully connected to Netflix directly through your modem, it's likely that the router itself is the source of the problem.

  • Bypassing the router will allow you to stream for now, but if this configuration isn't a perfect solution, you may want to contact whoever set up your home network for help resetting or reconfiguring your router settings.

If you're still not able to stream:

  • If you're connected directly to your modem and still can't stream Netflix, you may want to check with your equipment provider to make sure your modem and internet service are functioning as intended.​

If you were unable to complete this step:

  • We strongly recommend attempting to connect your game console directly to your modem if you can — it will allow you to absolutely rule out your wireless router as the cause of any network connection issues. However, if there's no way for you to directly connect your device to your modem, continue troubleshooting below.

Improve your Wi-Fi signal

If you're connecting over Wi-Fi and the above steps didn't help, follow these suggestions:

  • Move your router to improve signal strength. Reception is best if the router is in a central location.

  • Move wireless devices such as cordless phones or microwave ovens away from your router.

  • Elevate your router off the floor. A router on a bookshelf or desk has better reception than one that's behind or under furniture.

What to do next

If you complete the steps above but still can't connect to Netflix, contact your internet service provider. They can help you determine whether your router is set up properly.

Mobile phone or tablet

Stream your TV show or movie for one full minute

Netflix may start playing a TV show or movie in a lower resolution. If video resolution doesn't improve after one minute, continue troubleshooting below.

Change your Netflix playback settings

Using a phone or tablet

  1. Sign in to Netflix.com from a web browser.

  2. From the upper left, tap Menu menu icon .

  3. Tap Account.

  4. Scroll down to Profile & Parental Controls.

  5. Tap the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  6. Next to Playback settings, tap Change.

  7. Under Data usage per screen, tap High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  8. Try Netflix again.

Using a computer

  1. Sign in to Netflix.com from a web browser.

  2. From the Who's Watching? screen, click on your profile.

  3. From the upper right, place your cursor over your Profile profile icon , then click Account.

  4. Under Profile & Parental Controls, click the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  5. Next to Playback settings, click Change.

  6. Under Data usage per screen, click High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  7. Try Netflix again.

Make sure your network allows streaming

  • Public Wi-Fi networks such as at school, work, or a hotel, sometimes block streaming video. If you're using a public network, check to make sure Netflix is allowed.

  • If you're using a cellular data network or a satellite internet connection, try a different network if you can.

Restart your device

  1. Turn your mobile device completely off.

  2. Turn your mobile device back on and try Netflix again.

Although restarting your device can fix your problem right now, if you find you have to do it often, you'll want to troubleshoot your home network for a long-term fix.

Restart your home network

For this step, leave your device and all of your home network equipment powered off and unplugged as a group for 30 seconds before plugging each device back in one by one.

  1. Turn off your mobile device.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your device back on and try Netflix again.

Try a different internet connection

If possible, connect your phone or tablet to a different network. For example:

  • Try to connect to a different Wi-Fi network in range of your device.

  • Try to connect at someone else's house.

If you're able to watch Netflix using a different internet connection, check with whoever set up your home network to make sure it's configured properly.

Improve your Wi-Fi signal

If you're connecting over Wi-Fi and the above steps didn't help, follow these suggestions:

  • Move your router to improve signal strength. Reception is best if the router is in a central location.

  • Move wireless devices such as cordless phones or microwave ovens away from your router.

  • Elevate your router off the floor. A router on a bookshelf or desk has better reception than one that's behind or under furniture.

What to do next

If you complete the steps above but still can't connect to Netflix, contact your internet service provider. They can help you determine whether your router is set up properly.

Set-top box

Stream your TV show or movie for one full minute

Netflix may start playing a TV show or movie in a lower resolution. If video resolution doesn't improve after one minute, continue troubleshooting below.

Change your Netflix playback settings

Using a phone or tablet

  1. Sign in to Netflix.com from a web browser.

  2. From the upper left, tap Menu menu icon .

  3. Tap Account.

  4. Scroll down to Profile & Parental Controls.

  5. Tap the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  6. Next to Playback settings, tap Change.

  7. Under Data usage per screen, tap High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  8. Try Netflix again.

Using a computer

  1. Sign in to Netflix.com from a web browser.

  2. From the Who's Watching? screen, click on your profile.

  3. From the upper right, place your cursor over your Profile profile icon , then click Account.

  4. Under Profile & Parental Controls, click the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  5. Next to Playback settings, click Change.

  6. Under Data usage per screen, click High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  7. Try Netflix again.

Make sure your network allows streaming

  • Public Wi-Fi networks such as at school, work, or a hotel, sometimes block streaming video. If you're using a public network, check to make sure Netflix is allowed.

  • If you're using a cellular data network or a satellite internet connection, try a different network if you can.

Check your connection speed

To check your connection speed through the Netflix app, follow the steps below.

Note:
If you're using a mobile device or computer, visit Fast.com to test your speed.
  1. Begin from the Netflix Home screen.

  2. Navigate left to open the menu, then select Settings.

    • If you don't see a menu when you navigate left, navigate up and select Settings or the Settings icon . If you still don't see the icon, your device doesn't have this feature.

  3. Select Get Help.

  4. Select Check your Network.

  5. The Netflix app will verify that you can connect to the internet and reach Netflix. It will also check your connection speed.

  6. Once the test is complete, make sure that your speed meets Netflix internet speed recommendations.

Restart your set-top box

  1. Turn your set-top box completely off.

    • If your set-top box does not have a power button, unplug it from power for 2 minutes.

  2. Wait 10 seconds.

  3. Turn your set-top box back on and try Netflix again.

Although restarting your set-top box can fix your problem right now, if you find you have to do it often, you'll want to troubleshoot your home network for a long-term fix.

Restart your home network

For this step, make sure to leave your set-top box and all of your home network equipment unplugged as a group for 30 seconds before plugging each device back in one by one.

  1. Turn off or unplug your set-top box.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your set-top box back on and try Netflix again.

Connect your set-top box directly to your modem

If you're connecting through a wireless router that's connected to your modem and still can't connect after restarting your network, try bypassing the router. This will help identify what's causing the problem by eliminating the router or wireless connectivity problems as a possible cause.

  1. Turn off your set-top box.

  2. Plug your set-top box directly into your modem using an Ethernet cable.

  3. Unplug your modem from power for at least 30 seconds, then plug it back in and wait until no new indicator lights are blinking on.

  4. Turn on your set-top box and try Netflix again.

If this step gets you streaming again:

  • If you've bypassed your router and successfully connected to Netflix directly through your modem, it's likely that the router itself is the source of the problem.

  • Bypassing the router will allow you to stream for now, but if this configuration isn't a perfect solution, you may want to contact whoever set up your home network for help resetting or re-configuring your router settings.

If you're still not able to stream:

  • If you're connected directly to your modem and still can't stream Netflix, you may want to check with your equipment provider to make sure your modem and internet service are functioning as intended.​

If you were unable to complete this step:

  • We strongly recommend attempting to connect your set-top box directly to your modem if you can -- it will allow you to absolutely rule out your wireless router as the cause of any network connection issues. However, if there's no way for you to directly connect your device to your modem, continue troubleshooting below.

Improve your Wi-Fi signal

If you're connecting over Wi-Fi and the above steps didn't help, follow these suggestions:

  • Move your router to improve signal strength. Reception is best if the router is in a central location.

  • Move wireless devices such as cordless phones or microwave ovens away from your router.

  • Elevate your router off the floor. A router on a bookshelf or desk has better reception than one that's behind or under furniture.

What to do next

If you complete the steps above but still can't connect to Netflix, contact your internet service provider. They can help you determine whether your router is set up properly.

Smart TV

Stream your TV show or movie for one full minute

Netflix may start playing a TV show or movie in a lower resolution. If video resolution doesn't improve after one minute, continue troubleshooting below.

Change your Netflix playback settings

Using a phone or tablet

  1. Sign in to Netflix.com from a web browser.

  2. From the upper left, tap Menu menu icon .

  3. Tap Account.

  4. Scroll down to Profile & Parental Controls.

  5. Tap the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  6. Next to Playback settings, tap Change.

  7. Under Data usage per screen, tap High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  8. Try Netflix again.

Using a computer

  1. Sign in to Netflix.com from a web browser.

  2. From the Who's Watching? screen, click on your profile.

  3. From the upper right, place your cursor over your Profile profile icon , then click Account.

  4. Under Profile & Parental Controls, click the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  5. Next to Playback settings, click Change.

  6. Under Data usage per screen, click High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  7. Try Netflix again.

Make sure your network allows streaming

  • Public Wi-Fi networks such as at school, work, or a hotel, sometimes block streaming video. If you're using a public network, check to make sure Netflix is allowed.

  • If you're using a cellular data network or a satellite internet connection, try a different network if you can.

Check your connection speed

To check your connection speed through the Netflix app, follow the steps below.

Note:
If you're using a mobile device or computer, visit Fast.com to test your speed.
  1. Begin from the Netflix Home screen.

  2. Navigate left to open the menu, then select Settings.

    • If you don't see a menu when you navigate left, navigate up and select Settings or the Settings icon . If you still don't see the icon, your device doesn't have this feature.

  3. Select Get Help.

  4. Select Check your Network.

  5. The Netflix app will verify that you can connect to the internet and reach Netflix. It will also check your connection speed.

  6. Once the test is complete, make sure that your speed meets Netflix internet speed recommendations.

Restart your smart TV

  1. Unplug your TV from power for at least 1 minute.

  2. While your TV is unplugged, press and hold the power button on the TV for 5 seconds to discharge it.

    • If you can't access the power button or your TV doesn't have one, leave the TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try Netflix again.

Sign out of Netflix

  1. Go to the sign-out screen.

    • From the Netflix Home screen, select Settings or the Settings icon .

    • From any other screen, enter these keys in order on your remote: Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up.

  2. On the sign-out screen, select Reset, Sign Out, or Deactivate.

  3. Sign back in and try Netflix again.

Restart your home network

  1. Turn off or unplug your smart TV.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your smart TV back on and try Netflix again.

Connect your smart TV directly to your modem

  1. Turn off or unplug your smart TV.

  2. Plug your smart TV directly into your modem using an Ethernet cable.

  3. Unplug your modem from power for at least 30 seconds, then plug it back in and wait until no new indicator lights are blinking on.

  4. Turn on your smart TV and try Netflix again.

If this step works:

  • If you bypass your router and successfully connect to Netflix directly through your modem, it's likely that the router is the source of the problem.

  • You may want to contact whoever set up your home network for help resetting or reconfiguring your router.

If this step doesn't work:

  • If you're connected directly to your modem but still can't stream Netflix, check with your equipment provider to make sure your modem and internet service are working properly.​

If you couldn't complete this step:

  • If you can't connect your device directly to your modem, continue troubleshooting below.

Improve your Wi-Fi signal

If you're connecting over Wi-Fi and the above steps didn't help, follow these suggestions:

  • Move your router to improve signal strength. Reception is best if the router is in a central location.

  • Move wireless devices such as cordless phones or microwave ovens away from your router.

  • Elevate your router off the floor. A router on a bookshelf or desk has better reception than one that's behind or under furniture.

What to do next

If you complete the steps above but still can't connect to Netflix, contact your internet service provider. They can help you determine whether your router is set up properly.

Streaming media player

Stream your TV show or movie for one full minute

Netflix may start playing a TV show or movie in a lower resolution. If video resolution doesn't improve after one minute, continue troubleshooting below.

Change your Netflix playback settings

Using a phone or tablet

  1. Sign in to Netflix.com from a web browser.

  2. From the upper left, tap Menu menu icon .

  3. Tap Account.

  4. Scroll down to Profile & Parental Controls.

  5. Tap the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  6. Next to Playback settings, tap Change.

  7. Under Data usage per screen, tap High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  8. Try Netflix again.

Using a computer

  1. Sign in to Netflix.com from a web browser.

  2. From the Who's Watching? screen, click on your profile.

  3. From the upper right, place your cursor over your Profile profile icon , then click Account.

  4. Under Profile & Parental Controls, click the profile you want to change.

    Note:
    Data usage settings cannot be adjusted from a Kids profile.
  5. Next to Playback settings, click Change.

  6. Under Data usage per screen, click High, then Save.

    Note:
    Adjusting this setting may increase data usage on your device.
  7. Try Netflix again.

Make sure your network allows streaming

  • Public Wi-Fi networks such as at school, work, or a hotel, sometimes block streaming video. If you're using a public network, check to make sure Netflix is allowed.

  • If you're using a cellular data network or a satellite internet connection, try a different network if you can.

Check your connection speed

To check your connection speed through the Netflix app, follow the steps below.

Note:
If you're using a mobile device or computer, visit Fast.com to test your speed.
  1. Begin from the Netflix Home screen.

  2. Navigate left to open the menu, then select Settings.

    • If you don't see a menu when you navigate left, navigate up and select Settings or the Settings icon . If you still don't see the icon, your device doesn't have this feature.

  3. Select Get Help.

  4. Select Check your Network.

  5. The Netflix app will verify that you can connect to the internet and reach Netflix. It will also check your connection speed.

  6. Once the test is complete, make sure that your speed meets Netflix internet speed recommendations.

Restart your device

  1. Turn your device completely off for 10 seconds.

    • If your device doesn't have a power button, unplug it from power for at least 2 minutes.

  2. Turn your device back on.

  3. Try Netflix again.

Restart your home network

  1. Turn off or unplug your streaming media player.
    Turn your streaming player off, wait 10 seconds, then power back on.

  2. Unplug your modem (and your wireless router, if it's a separate device) from power for 30 seconds.

  3. Plug in your modem and wait until no new indicator lights are blinking on. If your router is separate from your modem, plug it in and wait until no new indicator lights are blinking on.

  4. Turn your streaming media player back on and try Netflix again.

Try a different internet connection

If possible, connect your phone or tablet to a different network. For example:

  • Try to connect to a different Wi-Fi network in range of your device.

  • Try to connect at someone else's house.

If you're able to watch Netflix using a different internet connection, check with whoever set up your home network to make sure it's configured properly.

Improve your Wi-Fi signal

If you're connecting over Wi-Fi and the above steps didn't help, follow these suggestions:

  • Move your router to improve signal strength. Reception is best if the router is in a central location.

  • Move wireless devices such as cordless phones or microwave ovens away from your router.

  • Elevate your router off the floor. A router on a bookshelf or desk has better reception than one that's behind or under furniture.

What to do next

If you complete the steps above but still can't connect to Netflix, contact your internet service provider. They can help you determine whether your router is set up properly.