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howell2
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Tuesday, March 18th, 2025 1:03 AM

Netflix

I can't open Netflix with xfinity remote.  Just get black screen.   I am not getting any error messages.  This was working fine until today.  I can access other apps like Hulu and and Prime Video fine.  Only a problem with Netflix from Xfinity.  I am able to access Netflix from Apple TV, would prefer to access from Xfinity.

Update as of 3/18/25

The gods have heard me and a miracle has occurred and I can once again access Netflix with my Xfinity remote!  No idea why I couldn't access it for one day.  Xfinity?  Any ideas?

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25 days ago

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XfinityDemitrius

Official Employee

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1.8K Messages

1 month ago

Hey @howell2, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity X1 and Netflix application issue. I am glad to hear that you are able to access the application again. I am not aware of any known or past issues with access to the application. Sometimes patience is key. If you need any further assistance, please create a new public post. Thank you for choosing Xfinity and we hope you have a great evening ahead of you. Happy Watching! 

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howell2

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@XfinityDemitrius​ 

Was disappointed to here you say in your reply, " I am not aware of any known or past issues with access to the application."  See the post below as just one example of many that show up in this forum.  Please do at least a little research until you post such a reply.  Again my issue is ok now but I will not click on "Mark as Accepted Answer" because it is clear you did not look into this issue at all.

user_29fnb6
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5 months ago

I was working fine until 4 days ago.  My Netflix works perfectly working through other devices even directly through my Smart TV.  But I've always accessed my Netflix through the app through my Xfinity since its more efficient and the audio is wired through my cable box.  4 days ago, my Netflix (ONLY through the Xfinity cable box) gets an error code NW-2-5.  All other streaming services work fine through the cable box.  ONLY Netflix stopped working.  It doesn't allow me to reset.  

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27 days ago

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tbill1

Contributor

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671 Messages

I also randomly get the black screen trying to load Netflix- on more than one box. If it happens using Voice, I just manually

go to the Apps page and vice versa.  Aggravating issue, but almost always loads by trying again using a different method on the X1 

boxes.

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27 days ago

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XfinityThomasB

Official Employee

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1.9K Messages

howell2 How many devices is the Netflix account connected with? 

  • Basic: Allows streaming on 1 device at a time.
  • Standard: Allows streaming on 2 devices at a time.
  • Premium: Allows streaming on 4 devices at a time.
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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25 days ago

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XfinityRay

Official Employee

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2.7K Messages

Hi there, tbill1! Thanks for reaching out about Netflix. I apologize that has been happening. Glad to hear you can reload, and it works, but it should work the first time. We are happy to further help! Have you tried to reset Netflix and clear locally stored data? You will have to log in to any apps you use on the X1 box after completing these steps.

Reset Netflix

1. Press the A button on your remote control, scroll to the right, and select Reset Netflix.

Clear Locally Stored Data

1. Press the Xfinity button on your remote.
2. Navigate to the gear icon and then press OK to go to Settings.
3. On the following menu, get to Privacy and press OK.
4. Go to Locally stored data and press OK.
5. You'll see a confirmation window. Press OK to clear locally stored data.
6. You'll see a confirmation message once cookies and locally stored data have been cleared from your TV Box.

From there please restart your TV box and try the Netflix app again. Please let me know if this helps or not. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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25 days ago

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