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Troubleshooting Network Connection Issues

One of the most common causes of problems that occur while trying to watch Netflix is weak or intermittent Internet connectivity. Frequent rebuffering or loading, problems starting the Netflix app, error messages stating "Cannot Connect to the Internet," or trouble playing a movie or TV show on your device generally indicate a slow or interrupted Internet connection. These streaming problems are sometimes accompanied by error codes, which have their own troubleshooting steps. If you are experiencing an error code, please search for it on our Help Center.

Note: If you complete the steps below and are still having issues connecting to the Netflix service, we highly suggest you reach out to your Internet service provider. They will be able to help you determine if your router is properly set up to communicate with the other devices on your home network.

What type of device are you using to stream Netflix?

Game console

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If your network meets our Minimum Streaming Requirements, completing the steps below will resolve most connection issues.


Restart your home network

For this step, make sure to leave your video game console 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 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. Please note that the Wii and Wii U require a Wii LAN adapter to complete this step.

  1. Turn off your game console.

  2. Plug your game console 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 game console 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 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.


Restore your ISP's default settings

If you've modified your device for custom connection settings, we recommend using your internet service provider's default settings. If you are connecting with a Virtual Private Network, disable it and connect directly with your home internet. If you have changed your device to a custom DNS setting, try resetting your device to acquire DNS automatically. If you are unsure how to complete any of these steps, reach out to your device manufacturer for more assistance.


Improve your Wi-Fi signal

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

  • Move your router to a new location to improve signal strength. You'll usually see better reception throughout your home if the router is in a central location.
  • Move wireless devices such as cordless phones or microwave ovens away from your router. Wireless interference from these devices can cause big problems when trying to connect over Wi-Fi.
  • Elevate your router off the floor. A router on top of a bookshelf or desk will give you better reception than a router placed behind or under furniture.

Computer

If your network meets our Minimum Streaming Requirements, completing the steps below will resolve most connection issues.


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.
  • 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 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.


Restore your ISP's default settings

If you've modified your device for custom connection settings, we recommend using your internet service provider's default settings. If you are connecting with a Virtual Private Network, disable it and connect directly with your home internet. If you have changed your device to a custom DNS setting, try resetting your device to acquire DNS automatically. If you are unsure how to complete any of these steps, reach out to your device manufacturer for more assistance.


Improve your Wi-Fi signal

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

  • Move your router to a new location to improve signal strength. You'll usually see better reception throughout your home if the router is in a central location.
  • Move wireless devices such as cordless phones or microwave ovens away from your router. Wireless interference from these devices can cause big problems when trying to connect over Wi-Fi.
  • Elevate your router off the floor. A router on top of a bookshelf or desk will give you better reception than a router placed behind or under furniture.

Smart TV

If your network meets our Minimum Streaming Requirements, completing the steps below will resolve most connection issues.


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.


Connect your smart TV 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 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 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 smart TV 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.


Restore your ISP's default settings

If you've modified your device for custom connection settings, we recommend using your internet service provider's default settings. If you are connecting with a Virtual Private Network, disable it and connect directly with your home internet. If you have changed your device to a custom DNS setting, try resetting your device to acquire DNS automatically. If you are unsure how to complete any of these steps, reach out to your device manufacturer for more assistance.


Improve your Wi-Fi signal

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

  • Move your router to a new location to improve signal strength. You'll usually see better reception throughout your home if the router is in a central location.
  • Move wireless devices such as cordless phones or microwave ovens away from your router. Wireless interference from these devices can cause big problems when trying to connect over Wi-Fi.
  • Elevate your router off the floor. A router on top of a bookshelf or desk will give you better reception than a router placed behind or under furniture.

Blu-ray player

If your network meets our Minimum Streaming Requirements, completing the steps below will resolve most connection issues.


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.


Connect your Blu-ray player 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 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 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 Blu-ray player 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.


Restore your ISP's default settings

If you've modified your device for custom connection settings, we recommend using your internet service provider's default settings. If you are connecting with a Virtual Private Network, disable it and connect directly with your home internet. If you have changed your device to a custom DNS setting, try resetting your device to acquire DNS automatically. If you are unsure how to complete any of these steps, reach out to your device manufacturer for more assistance.


Improve your Wi-Fi signal

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

  • Move your router to a new location to improve signal strength. You'll usually see better reception throughout your home if the router is in a central location.
  • Move wireless devices such as cordless phones or microwave ovens away from your router. Wireless interference from these devices can cause big problems when trying to connect over Wi-Fi.
  • Elevate your router off the floor. A router on top of a bookshelf or desk will give you better reception than a router placed behind or under furniture.

Set-top box

If your network meets our Minimum Streaming Requirements, completing the steps below will resolve most connection issues.


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.

Streaming Media Player

If your network meets our Minimum Streaming Requirements, completing the steps below will resolve most connection issues.


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.

  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.


Connect your streaming media player 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 streaming media player.

  2. Plug your streaming media 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 streaming media player 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 streaming media player 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.


Restore your ISP's default settings

If you've modified your device for custom connection settings, we recommend using your internet service provider's default settings. If you are connecting with a Virtual Private Network, disable it and connect directly with your home internet. If you have changed your device to a custom DNS setting, try resetting your device to acquire DNS automatically. If you are unsure how to complete any of these steps, reach out to your device manufacturer for more assistance.


Improve your Wi-Fi signal

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

  • Move your router to a new location to improve signal strength. You'll usually see better reception throughout your home if the router is in a central location.
  • Move wireless devices such as cordless phones or microwave ovens away from your router. Wireless interference from these devices can cause big problems when trying to connect over Wi-Fi.
  • Elevate your router off the floor. A router on top of a bookshelf or desk will give you better reception than a router placed behind or under furniture.

Tablet or Mobile Device

If your network meets our Minimum Streaming Requirements, completing the steps below will resolve most connection issues.


Restart your home network

For this step, make sure to 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 mobile device to a different Internet access point to rule out any potential home network configuration problems. Some examples:

  • Attempt to connect to a different Wi-Fi network in range of your device.
  • Bring your device to a neighbor's or friend's house and attempt to stream.
  • If you have the ability to access a cellular data network on your device, try using it to connect to Netflix. While we generally don't advise streaming over a data network as a fix, it's a good way to see if a home network configuration issue is what's keeping you from streaming reliably.

If you're able to stream using a different Internet connection, we recommend checking with whoever set up your home network to resolve any potential issues with the way the network is configured.


Restore your ISP's default settings

If you've modified your device for custom connection settings, we recommend using your internet service provider's default settings. If you are connecting with a Virtual Private Network, disable it and connect directly with your home internet. If you have changed your device to a custom DNS setting, try resetting your device to acquire DNS automatically. If you are unsure how to complete any of these steps, reach out to your device manufacturer for more assistance.


Improve your Wi-Fi signal

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

  • Move your router to a new location to improve signal strength. You'll usually see better reception throughout your home if the router is in a central location.
  • Move wireless devices such as cordless phones or microwave ovens away from your router. Wireless interference from these devices can cause big problems when trying to connect over Wi-Fi.
  • Elevate your router off the floor. A router on top of a bookshelf or desk will give you better reception than a router placed behind or under furniture.

If you're having network connection issues while trying to stream Netflix, the steps above are a great place to start. If you've tried all of our suggestions and you're still having connection problems, you may need additional help troubleshooting your home network.


What should I do next?

If you are still having trouble connecting to Netflix, you'll want to contact the person that set up your home network. They should be able to help resolve network connectivity issues by determining if your router is properly set up to communicate with the other devices on your home network.


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