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Roku Smart TV/Netflix Issue

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Regular Visitor

Roku Smart TV/Netflix Issue

I'm not sure if this might fit better under TV, but since the devices in question are WiFi, here goes:

 

I've got four devices that are not able to get past the logo screen for Netflix: two Sony smart TVs and two (different model) Rokus.  On the occasion when they do get past that screen, I'll get an error code, and I've gotten three different ones on the four devices.  Netflix works fine on phone and laptop, and all other channels/apps work on the devices.  Signal strength tests as "excellent."  I've spent several hours troubleshooting both on my own and on the phone with Netflix support, with no success, so I'm wondering if it might be network-related.  Is anyone else having a similar problem, and has anyone found a solution?

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Diamond Problem Solver

Re: Roku Smart TV/Netflix Issue

What was Netflix’s solution? What was the code?

I am a Retired Official Comcast Employee
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Regular Visitor

Re: Roku Smart TV/Netflix Issue

Netflix offered a number of the same things I had already tried:  turn off the device and turn it back on again; unplug the device and turn it back on again; uninstall and reinstall the Netflix app; restart the router.  They also suggested plugging the device directly into the router via network cable, but that is impractical due to the length of cable I have; further, the signal strength comes up as "excellent" both on the Roku and within the Netflix app when it gets past the logo screee to the error message screen and lets me run the connectivity test.  Netflix's speed test at fast.com indicated the connection speed was 180 mbps.

 

 I primarily was attempting solutions on the Roku, as, oddly, it was the first affected--the second Roku and at least one of the smart TVs was handling Netflix fine (I only checked the second TV after finding that the first one wasn't working).  I also did a factory reset on the Roku, and attempted to clear the cache of the Roku with a code I found online (press the home key five times, press rewind twice, etc., etc...).

 

The codes were:
tvq-st-120 (one of the Roku devices, one of the Sony smart TVs)
tvq-st-106 (the second Roku)
tvq-rnd-100 (the other Sony smart TV)

 

Thank you for taking an interest!

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New Poster

Re: Roku Smart TV/Netflix Issue

The exact same thing happened to me.  

Netflix will not load on all devices when using Wifi.  Cellular data works normally though on phone. 

I contacted Netflix and they think its a Comcast issue. 

I contacted Comast and they think its a Nefflix issue. 

I've also attemtped all trouble shooting issues.  Attempted to change DNS as well. 

I'm convinced its a protocol issue with Netflix/Comcast.  

We are likely on the forefront of this issue so if anyone else is experiencing this, please call in. 

I'm at a loss for a solution. 

Error Codes I'm getting are: Using Roku and Samsung TVs

tvq-st-120 
tvq-st-106 

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New Poster

Re: Roku Smart TV/Netflix Issue

Update:

I logged onto a neighbors WiFi (with their consent). 

Netflix still unable to load then despite a different wifi connection. 

I'm convinced this is a Comcast issue and not Netflix issue.

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Regular Visitor

Re: Roku Smart TV/Netflix Issue

Update: I just checked and now Netflix is working on the Rokus.  I haven't tried the smart TVs yet, but I'm optimistic.  I didn't do anything different, just checked as I periodically do.  Hopefully the problem is resolved for everyone else who was experiencing it.  

 

If I find out anything else, I'll be sure to post it.  

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Regular Visitor

Re: Roku Smart TV/Netflix Issue

Hi Bill-

 

How did you get netflix to work on the roku xfinity app? I already have a separate netflix account, but my new xfinity package is supposed to includ netflix and I cna't figure out how to make it work. I can access a netflix channel - but it is just one movie playing. Any help would be greatly appreciated!