Why can't I connect to Netflix?

If you encounter one of the error messages below:

  • "Cannot Connect to Netflix"
  • "Cannot reach Netflix.com"
  • "Netflix is Not Available"
  • "Netflix is Unavailable"
  • "Sorry, we are unable to reach the Netflix service"

You may be experiencing an Internet connectivity issue that is preventing you from streaming. To get back to watching, first check to make sure your network allows streaming. 

Ensure your network supports streaming

If you are on a work, school, hotel, or hospital public Wi-Fi network:

  • Check with your network administrator to make sure streaming services such as Netflix are supported and not intentionally blocked.
  • Note that many public networks have limited bandwidth.

If you're using a cellular data network or satellite Internet:

  • If possible, try a different network. Cellular data and satellite Internet connections commonly have slower connection speeds than cable Internet or DSL.

If you've confirmed that the Internet connection you're using is suitable for streaming but you're still unable to watch, follow our troubleshooting steps for your device below. If you are experiencing an error code or error message that is not listed above, please search our Help Center for that code or message.

A Blu-ray player or Smart TV

Test the Internet connection on your device

Many devices have an application to test the Internet connection. If not, try opening the application store or another Internet-enabled application and check if your device is able to reach Internet services.

  • If you are unable to connect to the Internet, you may be having network connection issues.

Restart your device
  1. Unplug your device from power for at least 1 minute.
  2. While the device is unplugged, press the power button on the device to discharge it.
  3. Plug your device back in.
  4. Turn your device on with the power button.
  5. Try Netflix again.

Note: All devices are different. Some may take up to 15 minutes to fully restart.

Sign out of Netflix
  1. On the error screen in the Netflix app, select More Info or More Details and continue to Step 2. If you don't see More Info or More Details, continue below.
    • Navigate up and select Settings or the Gear icon and continue to Step 2. If you don't have Settings or the Gear icon , continue below.
      • Pull up the deactivation screen by entering the following sequence using the arrow keys on your device's remote:
        • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up
  2. Select Reset.
    • If you do not see Reset, select Sign Out or Deactivate.
  3. Once you are signed out, sign back in and try Netflix again.

Check the date and time settings
There may be a problem playing a video if the date and time set on your device are incorrect.
  • If the date and time on your device are correct, continue troubleshooting.
  • If the date and time on your device are incorrect, see your owner's manual or manufacturer's support website for instructions on setting the date and time.
Troubleshoot network connection issues

If you're still not able to connect to Netflix, here are some steps to resolve network connection issues.

Roku

Check the date and time settings

There may be a problem playing a video if the date and time set on your device are incorrect.

Roku 1

  1. From the Roku home menu, select Settings.
  2. Navigate to Time settings and press Ok.
    • If the date and time on your device are correct, continue troubleshooting.
    • If the date and time on your device are incorrect, set the date and time to the correct setting.

Roku 2 and later

  1. From the Roku home menu, select Settings.
  2. Navigate to the System option.
  3. Select Time.
    • If the date and time on your device are correct, continue troubleshooting.
    • If the date and time on your device are incorrect, set the date and time to the correct setting.

Test your Internet connection

To ensure that your Roku's connection to the Internet is functioning properly, follow the steps for your Roku model below.

Roku

  1. From the Roku Home screen, select Settings.
  2. Select Network.

If Connection status is Unable to connect, please visit Roku's support site for more help.

Roku 2 and MHL Streaming Stick

  1. From the Roku Home screen, select Settings.
  2. Select Network.
  3. Select Connection Status.

If Connection status is Unable to connect, please visit Roku's support site for more help.

Roku 3 and HDMI Streaming Stick

  1. From the Roku Home screen, select Settings.
  2. Select Network.
  3. Select the Network connection that has a check mark next to it.
  4. Confirm the status of the Network Connection with the information displayed on the right side of the screen.

If Connection status is Unable to connect, please visit Roku's support site for more help.

Restart your device
  1. Unplug your device from power for at least 1 minute.
  2. While the device is unplugged, press the power button on the device to discharge it.
  3. Plug your device back in.
  4. Turn your device on with the power button.
  5. Try Netflix again.

Sign out of Netflix

Follow the sign out steps for your Roku model to sign out of Netflix. Once you have signed out, sign back in and try Netflix again.

Troubleshoot network connection issues

If you're still not able to connect to Netflix, here are some steps to resolve network connection issues.

TiVo

Test the Internet connection on your device
To test the Internet connection on your TiVo, follow the steps below appropriate for your model.

Series4 and newer DVRs Series3 and older DVRs
From TiVo Central:
  1. Select Settings & Messages
  2. Select Settings
  3. Select Network
  4. Select View network diagnostics
  5. Select Test Internet connection.
From TiVo Central:
  1. Select Messages & Settings
  2. Select Settings
  3. Select Phone & Network
  4. Select View network diagnostics
  5. Select TiVo service connection.

Restart your device
  1. Unplug your device from power for at least 1 minute.
  2. While the device is unplugged, press the power button on the device to discharge it.
  3. Plug your device back in.
  4. Turn your device on with the power button.
  5. Try Netflix again.

Note: All devices are different. Some may take up to 15 minutes to fully restart.

Deactivate and reactivate your TiVo.
To deactivate your TiVo, follow the steps below.

  1. From the TiVo home screen, go to TiVo central.
  2. Select Settings & Messages.
  3. Select Help.
    • If you do not see Help, continue to the next step.
  4. Select Account & System info.
  5. Select Video Provider Accounts.
    • If you do not see Video Provider Accounts, continue to the next step.
  6. Select Netflix Account Information.
  7. Select Deactivate this device.

After you've deactivated your TiVo, launch Netflix again and enter your Netflix e-mail and password to reactivate.

Troubleshoot network connection issues

If you're still not able to connect to Netflix, here are some steps to resolve network connection issues.

Set-top Boxes

Sign out of Netflix
  1. Begin from the Netflix home screen.
  2. Locate the Menu Row
  3. Select the Gear icon on the right.
  4. Select Sign Out.
  5. Select Yes to confirm.
  6. Sign back in and try Netflix again.

Powercycle your device
  1. Unplug your set-top box from power for at least 2 minutes.
  2. Plug your set-top box back in.
  3. Try Netflix again.

If you're still unable to connect, please reach out to your Internet service provider for further assistance.

Streaming Media Players

Check the date and time settings
There may be a problem playing a video if the date and time set on your device are incorrect.
  • If the date and time on your device are correct, continue troubleshooting.
  • If the date and time on your device are incorrect, see your owner's manual or manufacturer's support website for instructions on setting the date and time.

Test the Internet connection on your device

Many devices have an application to test the Internet connection. If not, try opening the application store or another Internet-enabled application and check if your device is able to reach Internet services.

  • If you are unable to connect to the Internet, you may be having network connection issues.

Restart your device
  1. Unplug your device from power for at least 1 minute.
  2. While the device is unplugged, press the power button on the device to discharge it.
  3. Plug your device back in.
  4. Turn your device on with the power button.
  5. Try Netflix again.

Note: All devices are different. Some may take up to 15 minutes to fully restart.

Check for ESN, then deactivate the device

Netflix identifies your device by using its Electronic Serial Number (ESN), which is assigned by the device manufacturer. If your device hasn't been assigned an ESN, it won't be able to connect to your Netflix account.

  1. Launch the Netflix app.
  2. Locate the Menu row.
  3. Select Settings or the Gear icon and continue to Step 4.
    If you don't have Settings or the Gear icon continue below.
    1. Pull up the deactivation screen by entering the following sequence using the arrow keys on your device's remote:
      • Up, Up, Down, Down, Left, Right, Left, Right, Up, Up, Up, Up
  4. Look for the ESN field on the deactivation screen.
    • If there is a serial number in the ESN field, select Deactivate. Then, restart the Netflix app and sign back in to your account.
    • If the ESN field is blank or empty, your device manufacturer has not successfully assigned an Electronic Serial Number to your device. Contact the manufacturer of your device for help correcting this problem before attempting to connect to Netflix.
Troubleshoot network connection issues

If you're still not able to connect to Netflix, here are some steps to resolve network connection issues.

If you've tried the steps above and still can't connect to Netflix, check to see if we've reported any service outages. It's pretty rare, but sometimes we have problems connecting to the Internet, too.