Netflix says 'There's a problem'

VPNs aren’t supported if you're on an ad-supported experience. To check which plan you're on, go to your account page. If you're on an ad-free plan go to the next steps.

If you aren't sure whether a VPN is turned on, follow the steps below.

1. Open a web browser on a device that's on the same network as the device with the issue.

2. Go to fast.com. Netflix will start a connection test.

3. When the test stops, click Show more info.

4. Note the country next to where it says Client.

5. If the country doesn't match your location, your device or network likely has a VPN turned on. Try turning it off, then try Netflix again.

A few things to note:

• Since VPN apps and services are set up differently, you must contact your VPN provider if you need help turning it off.

• If you turned your VPN off and it didn't solve the issue, or the location from fast.com matches your location, move on to the steps below.

There might be an issue with network settings on your device or your modem or router.

Try these steps. After each step, try Netflix again.

1. If you use a VPN, try turning it off.

2. Reset the network settings on the device with the issue.

3. Restore your modem or router to its default settings.

If you've followed the previous steps and still have issues, you'll need to contact your internet service provider (ISP) for help fixing the problem.

Before you contact your ISP

Your ISP will need some information about your network when you contact them:

1. Using a computer or mobile device on the same network as the device with the issue, open a web browser.

2. Go to fast.com. Netflix will start a connection test.

3. When the test stops, click Show more info.

4. Next to Client, note the country, and your IP address.

   Note:Your IP address is the group of numbers and/or letters that have a dot (.) or colon (:) in between them.

When you contact your ISP

1. Tell them about the issue you're having, and the troubleshooting steps you've tried so far.

2. Share the country and IP address you collected earlier, and have them confirm that they match the location and IP address assigned to your home.

   • If the information does match, the ISP will need to work with Netflix directly to fix the problem. Ask them to contact our customer service team.

   • If the information doesn’t match, ask your ISP to confirm your connection uses their DNS server.

     • If it does use their DNS server, they'll need to work with Netflix directly to fix the problem. Ask them to contact our customer service team.

     • If it doesn’t use their DNS server, ask them for help switching to their DNS server, and then restart your Netflix app and try again.