U

Visitor

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1 Message

Wed, Oct 6, 2021 4:31 PM

Netflix not working on xfinity flex

A few weeks ago my Netflix would crash in the middle of watching a show, going back to the main menu screen of the flex box. Now when I try to open Netflix, it opens the app but the screen is completely black. I have had my flex box for over a year now and it has just started having this problem.

I have restarted the flex box, did a system refresh, unplugged it, and nothing seems to be fixing this problem. Netflix is the only app that is not working, as I have been able to stream on other platforms (Hulu, prime video, etc.). The connection is fine from my TV to the flex box, and I am also using an ethernet cord. It is only the Netflix app that I am having this issue with. This issue only occurs with my flex box, as I am able to watch Netflix on my phone or laptop.

A solution would be much appreciated! 

Responses

XfinityAmira

Official Employee

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2.5K Messages

9 d ago

Hello @user_e96050, thanks for taking the time to reach out to our Digital Care Team on our Forums page. We're so thankful to have you as a customer and I am sorry to hear about the issues you're experiencing with the Flex box. I love watching Netflix and appreciate being able to access it right from my X1 cable box, so I too would be upset if it stopped working. It's odd that Netflix is the only app that stopped working but my team can certainly assist you with further troubleshooting this on our end. If we are unable to fix it remotely, we may need to send a replacement box. 

 

To best assist you with this, can you please send us a Private Direct Message. To send us a Private direct message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support direct messaging, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

 

Visitor

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1 Message

@XfinityAmira

I've tried this and don't receive any useful help. The automated system doesn't seem to understand the problem 

Visitor

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1 Message

4 d ago

Were you able to fix this? I haven't logged into Netflix on Flex in a while but I'm seeing the same issue of getting a black screen when entering the Netflix app.

Official Employee

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376 Messages

Hey @user_60f697! Sounds like we may need to replace your box as well but try these steps first:

 

Troubleshooting Your Xfinity Flex Service

  1. Open the Xfinity My Account app on your mobile device and sign in with your Xfinity ID and password.
  2. On the Services tab, tap the Troubleshoot button in the Flex section.
    Note: You can also go to the Devices tab by tapping the Troubleshoot button after selecting the Flex streaming TV Box you’re trying to fix.
    Xfinity Flex screen with Troubleshoot as first option under Support

  3. We’ll walk you through restarting your device to try to solve the problem.
    Let's restart your Flex device screen with directions and buttons saying I need more help or Thanks, I'm Done at bottom

  4. If this doesn’t fix the issue, we’ll ask that you reconnect the device manually and offer other common solutions to resolve your issue.
    Screen with directions to reconnect manually and other solutions

    Remember, if you don’t have the Xfinity My Account app on your mobile device, you can walk through this same troubleshooting process by visiting https://comca.st/3p6bAwI or the Xfinity Status Center on your desktop or laptop computer.

 

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