Netflix problem every 4min

[tman101]

Ising latest Android netflix client from play store 
got stable connection 4g etc

been using it for 1 year no problems but starting issues on 24th June 2017
perfect picture but after approx 4 min it always stops video and circle red ring spinning in middle and does not go. I have to back out and continue to watch.  happens all time now on all videos only when on 4G. 

I have 4gb free on device storage

[hrym]

Do you have issues with any other streaming services - eg You Tube, iPlayer?   If not, that would tend to rule out the connection.  Do you know if this started after an app update?

Sometimes a simple restart of the phone will clear odd problems.   If not, go into Settings|Apps then (I think) Storage and look for Force Stop, Clear Cache and Clear Data.   Hit all these.   Clearing data will log you out of the app and delete any settings, so make sure you know what these are first.   If there's anything within the app's own cache that's causing the problem, that should sort it.

I experienced something very similar with Chromecast and iPlayer on my home wifi a few months back.   Nothing would sort it and it didn't seem to be the internet connection.  I gave it best and it cleared itself after a few weeks - there may have been some app updates within that time.

[tman101]

yes I tries a delete reinstall clearer all the cache etc and it's only Netflix 

I don't want to resort in doing a system factor reset 

and I not sure if this started after an update or not it was on Saturday this started 24th June

please help driving me crazy

[hrym]

If it's only Netflix, that sounds like an app issue.  Is this on wifi, mobile data or both?   Does it happen in all locations?

[tman101]

Wi-Fi is fine issue is just 4g all locations . and it has strong coverage uses to work fine on 4g

[hrym]

Just to be clear, You Tube, iPlayer etc are all OK on 4G?

[tman101]

yea issue is Netflix only

[Jenny]

@tman101 - As this issue only occurs with Netflix, you’ll need to contact them directly for further help with this.

Do let us know how you get on though, in case anyone else in the Community experiences the same problem.

[paulkerdot]

It's only Netflix and only on Vodafone. Is fine on Ee. 

[tman101]

I went to Netflix support 

but as it only happens on 4g they told me to speak to Vodafone 

[hrym]

Sounds like they don't know then!   Next question: does this happen everywhere? - it would be useful to eliminate the possibility of it being a local cell issue.

[tman101]

happens every where

[Jenny]

@tman101 and @paulkerdot – Thanks for getting back to us.

I’ve emailed a contact about this today, to see if they’re aware of any issues.

We’ll be in touch as soon as we get a response.

[Jenny]

@tman101 and @paulkerdot - I’ve received a response this morning and they’ve confirmed there are currently no general issues with Netflix on our network.

So we can look into this further and get this resolved, I’ve sent you both a private message with instructions on how to get in touch.

[cverri]

Hi, did this issue get resolved?  I've had exactly the same issue for the last few weeks except my playback stops every 2 minutes and 40 seconds and hangs with the red spinning circle.  Only happends on data, not wifi or downloaded content.

Have spoken with Netflix who have tracked my viewing and can't see a problem their end.  They suggested I contact Vodafone and ask them to flush DNS settings (no idea what that means).

Any help would be appreciated.

[tman101]

no I never did get this resolved

[Natasha]

@cverri So we can help with this, I've sent you a private message with details to contact our team directly.

@tman101Please let us know the reference number you received in the automated email response (similar to [#12345678], and we'll be happy to check on the progress of this for you.

[tman101]

I already called Vodafone aupoort and logged a case and Jenny thebithers moderator on the Vodafone social team called me directly and spoke to Vodafone technical support who said that they will not pursue to help me resolve this issue i have as it only affects the Netflix application!

I asked for a deeper network packet inspection to see why my device on 4g connection seems to have issue after 4 min and see if it's Netflix side  Vodafone side or my client side. however Vodafone said they cannot so such network tracing ! I find this hard to believe 

any how i have no Netflix and very annoyed as this is only reason why I got the 25gb red package and Netflix is my daily requirement.

I am now looking at Three Mobile as streaming on their network for app like Netflix does not come out users monthly allowance!

[Lindonl]

Hi Jenny - I have had the exact same problem for a few months - only on voda sim card and only on Netflix. Works fine on Three sim card and works fine on Show Box and you tube etc with my voda sim. Same problem with Vodafone shop managers phone and his staffs phone too. 

Is there a solution yet? 

[tman101]

i been in contact with coda already they keep staring it's a Netflix app issue as all other apps are fine and all lines of investigations ends there! don't hold your breath from my experience  you will not likely get any for her help.