Request for Information from those having issues with Netflix

[ed-c-c]

Questions

Can you please describe the specific problem you are experiencing with Netflix?

We get the message that “cannot connect to Netflix at this time.  Please try again later, or visit www.netflix.com/help.  There is a 502 code that shows in the lower right hand corner of the grey box that has this message. 

Netflix did work on the device when we bought it just a few weeks ago (mid-March), but around 31 March it stopped working.  I did a firmware update, hoping that would solve the issue, but it did not.  

I have been on with customer support in the US numerous times, but only recently learned that the issue were have  been having has been happening to lots of other people here in the UK. 

Where are you located?

Near Colchester, Essex, UK

What FW version were you on when you came across this issue?

1.07.15, I believe

• If 1.07.15 Please try to go up to 1.07.18 and validate if the issue is still there.

When was 107.18 released?

Are you connecting to any other US-based content providers? (Vudu, CinemaNow)

No

• Did you connect to this service prior to accesing Netflix?

Are you using Unblock-US or OpenDNS to access the US Netflix service?

No

• Does this problem occur when you use one of the DNS clients?
• Does the problem occur regardless of using one of the DNS clients?

Within Netflix, does the issue occur before or after the login screen?

It happens after the Netflix banner, but before we get to the movie choices.  Sometimes there is a runner of grey boxes below Netflix, but often that does not appear.  

What router are you using?

BT Home Hub

What kind of network  (Cable, DSL)

Wireless

Who is your Internet Service Provider?

British Telecom (BT Total Broadband)

Is Netflix working with any other devices (PC, laptop)?

Yes, it works on our wireless network on both my laptop and via the Wii, although the image quality through the Wii is not very good, which is why we got the WD TV device.  

Also, other services such

[EdHan]

Hi,

1.   Netflix app opens and loads but then brings up 502 error  and says unable to connect to Netflix and shows a try again tab ,but when you press retry it brings up same message. all this seems to happen withhin the app as the netflix bar is at the top.

2.   Stockport UK.

3.   Firmware 1.07.18 . Had the unit 1 day (today 20/04/2012)  i have updated firmware twice and  Netflix UK does not work, I PURCHASED THIS DEVICE BEACAUSE I SUBSCIBE TO NETFLIX!!

4 . I can go on collage sports , Flixster, Vimeo  i think there US based. 

5 . I am using my default DNS which is set by my Router via my ISP (Virgin Media)

6. Before Login , see Q1.

7. Router is a Draytek VIGOR  2900V.

8. Cable.

9. Virgin Media.

10. Netflix works on 2 laptops in my house , and if i do( ip config ) on them they use same DNS as my router which also has my Wdtv player connected.

I cannot wait for a fix, I puchased for NetFlix, the device will be returned asap, sorry but I am very disappointed.

[ScoobySnack]

1. Netflix app opens and loads but then brings up 502 error  and says unable to connect to Netflix
2. London - UK
3. 1.07.18 but have tried rollback on all firmware back to 1.06.14 when Netflix support was added for UK - No Luck
4.  Yes
5.  Have used Unblock-US to get access intially then switch back to default DNS and works for the rest of the day.  Device then gets deactivated and problem occurs again - Groundhog day. If you have Unblock-US DNS then you can reactivate and reinput user details and connect. With UK DNS settings not.
6.  Before logon - implies that ESN is blocked .
7. 2Wire
8. DSL
9. BT
10. Xbox, laptop, iPad  - All work

[KathyG]

We have been working closely  with Netflix trying to resolve this issue.  Please try resetting your WDTV to factory defaults, try to launch Netflix again and let us know if the issue is resolved. Thank you.

[DracUK]

Been there,done that and still error 502

DracUK

[gribster]

1. Error 502 after launching Netflix. I have never got as far as a log in  screen since this device was purchased. 
2. Kent
3. All versions of firmware (box auto upgraded when installed)
4. No
5. No
6. Before
7. Netgear
8. Cable
9. Virgin Media
10. It works fine with all  other devices - IPAD, PC etc

[gribster]

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KathyG wrote:

We have been working closely  with Netflix trying to resolve this issue.  Please try resetting your WDTV to factory defaults, try to launch Netflix again and let us know if the issue is resolved. Thank you.

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To be honest as a paying customer, this sort of response is not good enough. Appreciate you may be working on the issue, but the lack of actual information is pretty poor. I can certainly say that a factory reset was one of the first things I tried and I'm sure many others did too. We are not idiots, and that's how that comment makes me feel. If that is the only suggestion from the "investigation" then it's not going to well is it ? 

I am sorry to be blunt, but some real indicator of the problem and forthcoming fix needs to be shared with the user community. Thanks.

[TonyPh12345]

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gribster wrote:  I can certainly say that a factory reset was one of the first things I tried and I'm sure many others did too. We are not idiots, and that's how that comment makes me feel. 

---

You did the reset AFTER NetFlix made changes to their code?  Or you did it some time ago?

Kathy is clearly indicating that NetFlix has made some recent changes to their software (which the WD downloads a portion of when you start the app), and a RESET is potentially required to clear out the old data.

[gribster]

Thanks for the response. No I haven't done a recent reset. It's not clear in the official response that any actual changes have been made.

I am not in a position to test this for a couple of days, but will do so. Fingers crossed.

[TonyPh12345]

... and if it still doesn't work, keep complaining!