Netflix says 'We're unable to connect you to Netflix.'

If you see an error that says

We're unable to connect you to Netflix. Please try again or visit www.netflix.com/tvhelp for guidance.

It typically points to a network connectivity issue that is preventing your device from reaching the Netflix service. Follow the troubleshooting steps for your device below to resolve the issue.

Blu-ray Player

Make sure you're connected to the internet

Test your internet connection by running a network connection test or launching another internet-connected service or app.

  • If your connection test fails or you are unable to open another service or app, reach out to your device manufacturer for assistance connecting to the internet before troubleshooting further.

  • If your connection test is successful, or you're able to open other services or apps, continue troubleshooting below.

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.

    • If you cannot access the power button or your device does not have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

Restart your home network

For this step, make sure to leave your Blu-ray player 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 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.

What to do next

If you have completed the steps above but are still having issues connecting to Netflix, contact your internet service provider. They can help you determine whether your router is properly set up to communicate with the other devices on your home network.

Set-top Box or Streaming Media Player

Make sure you're connected to the internet

Test your internet connection by running a network connection test or launching another internet-connected service or app.

  • If your connection test fails or you are unable to open another service or app, reach out to your device manufacturer for assistance connecting to the internet before troubleshooting further.

  • If your connection test is successful, or you're able to open other services or apps, continue troubleshooting below.

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 see 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.

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.

    • If you cannot access the power button or your device does not have one, leave your device unplugged for at least 3 minutes.

  3. Plug your device back in.

  4. Turn your device on.

  5. Try Netflix again.

Restart your home network

For this step, make sure to leave your streaming media player 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 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.

Smart TV

Make sure you're connected to the internet

Test your internet connection by running a network connection test or launching another internet-connected service or app.

  • If your connection test fails or you are unable to open another service or app, reach out to your device manufacturer for assistance connecting to the internet before troubleshooting further.

  • If your connection test is successful, or you're able to open other services or apps, continue troubleshooting below.

Reload the Netflix app

  1. Select More Details on the error screen.

  2. Select Reload Netflix.

  3. Once the app reloads, try Netflix again.

If you were unable to complete these steps, continue troubleshooting below.

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 cannot access the power button or your TV does not have one, leave your TV unplugged for at least 3 minutes.

  3. Plug your TV back in.

  4. Turn your TV on.

  5. Try Netflix again.

Restart your home network

For this step, make sure to leave your smart TV 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 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.

What to do next

If you have completed the steps above but are still having issues connecting to Netflix, contact your internet service provider. They can help you determine whether your router is properly set up to communicate with the other devices on your home network.

All other devices

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