Sky Q customers across the UK have been unable to watch Netflix on their TV boxes for several weeks, as the app has become largely unusable, causing widespread frustration.
The problem has left many subscribers unable to access one of the most popular streaming services through their Sky Q boxes, with customers taking to social media platforms and Sky’s own community forums to complain.
The issue appears to primarily affect the Netflix app, but reports from some users suggest that other streaming services like Disney+ and Amazon’s Prime Video are also experiencing problems on Sky Q boxes.
Users have reported a range of issues, including pixelation, freezing, and connection problems, that have significantly impacted their viewing experience.
However, the main Netflix issue at the moment seems to be a red spinning circle that never goes away when you open the Netflix app on Sky Q.
Sky has acknowledged the problem and assured customers that they are working to resolve it. The company has also suggested a somewhat complicated workaround, that may temporarily solve the issue for some (see below for the full details).
The ongoing nature of the issue has led to growing frustration among Sky Q users, many of whom rely on their set-top boxes as their primary means of accessing streaming services on their TVs.
Although Sky Q still requires a satellite dish for Sky’s content (unlike Sky Glass and Sky Stream), the device has long offered a range of streaming apps (like Netflix, Disney+, and others) that use broadband to deliver their programming.
The current problem is particularly irritating for those who have integrated their Netflix subscriptions with their Sky Q packages, as they are now unable to use a service they are effectively paying for through their Sky bill.
Social Media Outcry and Sky’s Response
As the Netflix “red circle” app issue on Sky Q has persisted, affected customers have taken to social media platforms, particularly X (formerly Twitter), to voice their concerns and seek assistance.
@SkyHelpTeam I seem to be having the same problem as some other SkyQ users; Netflix not working / refusing to load. I can see previous responses saying you are aware of the problem. Can you give me the secretive workaround that’s mentioned? Maybe an ETA for a fix?
— JC (@jonny_crane75) August 1, 2024
Sky’s help team has been actively responding to these complaints, consistently acknowledging the existence of a “known issue” and advising users to access Netflix through alternative devices such as smart TVs, tablets, or smartphones as a temporary workaround.
Hi Owen. I'm really sorry to read that you're having issues viewing Netflix on Sky Q, this is currently under investigation. Please can you send me a PM & I can give you the latest update and a workaround to try. ^DM
— Sky Help Team (@SkyHelpTeam) August 11, 2024
While Sky’s customer service representatives have been engaging with users and providing updates, the lack of a permanent solution has led some customers to demand partial refunds for their Sky Q subscriptions.
These users argue that they are not receiving the full service they are paying for, given the inability to access Netflix through their Sky Q boxes.
However, Sky has thus far declined these refund requests, maintaining that Netflix is a separate streaming service that can be accessed through various other devices.
In one exchange on X, a Sky representative stated, “Netflix is its own streaming service and can be watched on many other devices, we just provide the option to pay it through us rather than 2 separate bills. We aren’t offering compensation I’m afraid… It is only not working on Sky Q. It still works on other devices.”
This stance has not sat well with some customers, who argue that the ability to access Netflix through their Sky Q box was a key feature they were paying for.
It is only not working on Sky Q. It still works on other devices. If it were something that we prohibited you from watching on anything else but your Sky TV, then yes we would compensate, but as you can watch it on other devices, we aren't compensating. ^R
— Sky Help Team (@SkyHelpTeam) August 10, 2024
In response to a user who pointed out that they couldn’t watch Netflix on their TV, which was the primary purpose of having the service through Sky Q, the company’s representative suggested, “If [you] have no other device but your Sky Q box to watch Netflix on, that is not within our control, and wouldn’t change what I have mentioned. All I’d be able to advise is temporarily cancelling Netflix.”
In a statement given to GB News’ website, a Sky spokesperson said, “We understand that some Sky Q customers are experiencing issues with Netflix and we apologise to anyone who has been impacted. Our teams are working hard to resolve the issue as quickly as possible.”
However, the company has not provided a specific timeline for fixing the problem, leaving many customers in limbo.
And while these types of bugs and issues do happen on streaming devices occasionally – the fact that it’s been going on for weeks, is somewhat unusual.
Even more perplexing is that similar complaints were made on Sky’s community forum way back in 2023, but it seems the problem has become more widespread in recent weeks.
The Sky Q / Netflix Workaround Solution
For Sky Q owners affected by this issue (a red spinning circle that never goes away), Sky has been suggesting a workaround that seems to work for some users – albeit temporarily.
The workaround process is rather long, but here goes:
Resetting Sky Q Settings
The first step involves resetting your Sky Q box settings:
1. Begin by pressing the Home button on your Sky Q remote control.
2. Navigate to the Settings menu and highlight it.
3. Enter the code 0,0,1 using your remote and press Select.
4. In the menu that appears, choose Reset, then select Reset settings.
5. Confirm your choice when prompted.
6. Wait for the on-screen instructions to disappear. Instead of pressing the Home button on your remote as you normally would, press the standby button located on the front of your Sky Q box.
It’s important to note that this reset will clear several customised settings. You’ll need to re-pair your remote to the Sky Q box afterwards, which can be done by following Sky’s online help guide.
The reset will also affect various other settings, including:
- Audio-visual settings like picture resolution and HDMI control
- Personal preferences such as auto-play and standby mode
- Any changes made in the hidden engineer menu, including LNB type and wireless connectivity settings
- Accessibility options like contrast, audio description, and subtitle settings
- Account information for Sky Q TV apps, including Netflix
Signing Out of Netflix via Web Browser
The next step involves signing out of your Netflix account on the Sky Q device through the Netflix website.
Follow these steps:
1. Open a web browser on your computer or mobile device and log into your Netflix account.
2. Look for your profile picture in the top right corner of the screen and click on it.
3. Select “Account” from the dropdown menu.
4. Scroll down to the “Security and Privacy” section (or it might be on the left menu) and click on “Manage access and devices”.
5. Find the device named “SkyQ” or “Sky UK Set-top box” in the list of devices.
6. Click on the “Sign out” option next to this device.
7. Once completed, go to your Sky Q box and launch the Netflix app. You should be prompted to sign in again.
Opting Out of Netflix A/B Test Groups
This is the last step:
1. Again, log into your Netflix account through a web browser.
2. Click on your profile picture in the top right corner.
3. Select “Account” from the dropdown menu.
4. Scroll all the way to the bottom of the account page.
5. Look for the “Test participation” option and turn it OFF.
6. After making this change, reboot your Sky Q box.
According to Sky, these steps will resolve the red circle issue for a limited time. However, it may return, at which point you will need to take these steps all over again until Sky finds a full solution.
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I’m luckier than some, in that I can watch Netflix, albeit with pixellating. The biggest frustration, which is the always default stance from Sky, is the number of fruitless steps they advise before they finally admit there’s a problem!
Their stance regarding refunds is also typical of them. Telling customers to use another device is all well and good if you have a smart TV and are willing to watch on a phone or tablet – which I’m certainly not.