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I have just purchased a new Sony KDL-46W905A today. I cannot get the Netflix app to connect. I click on app and it gives me error NW4-8. I have been in contact with Netflix and they can't even sort it. Internet is fine - just can't connect to Netflix servers. Has anyone any ideas it's driving me nuts
Solved! Go to Solution.
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Got a call from Sony. No help - they checked my e-mail address and then sent me a bunch of questions. Before I had a chance to respond they sent me the following:
"Thank you for contacting Sony support. We are sorry to learn that you are experiencing an issue with Netflix on your Sony KDL-24W605A.
In regards to your query, Please note that if the issue with Netflix is still evident after following the troubleshooting steps correctly, we advise you to check with “Netflix” support as they have further information about this reported issue and have announced it on their website. You may also try the below suggested troubleshoot steps advised from “Netflix” for further troubleshoot:
https://help.netflix.com/article/en/node/13841?ba=GSButtonClick&q=nw-4-8
In case they have replied that troubleshoot from their end is now covered, please let us know and provide the below needed information so that we can investigate the matter further from our end with a higher technical department and provide you with the best resolution at earliest:"
So I contacted Netflix (can't find it on their website) and eventually they said :
"Netflix Ranferi
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Some 1 try this because I can't be arsed
Then post to let me know if it worked !!!
Thanks
Dear Mr xxx
Thank you for your recent email.
Please accept our apology for any inconvenience this issue may have caused.
Please update the firmware version you have on your TV if needed as shown on the below link:
http://www.sony.co.uk/support/en/content/cnt-dwnl/prd-tvhc/bravia-kdlw-kdlx-firmware-update-v4410eua...
Then reset your TV to the factory settings as shown on the below link:
http://pdf.crse.com/manuals/13HG900111/EN/c_gset_europeall_co_facset.html
Finally refresh the internet content by accessing the Home menu then choose Network then Refresh the internet content.
Shall the issue still evident please reply back with the below information to investigate:
1-Model Number:
2-Wired Mac Address:
3-Device ID:
4-Current FW Installed on device: “Please write the exact version”
5-What is the exact issue providing the maximum details?
6-When did the issue start?
7- Post Code and Device IP Address:
8-Internet Service Provider name:
9-What is the actual internet speed Using "SpeedTest.net"?
10-Network Environment: “i.e. FTTH, Broadband”
11-Brand and model of the router:
12-What is the public IP address by visiting “www.whatismyip.com”
13-What Troubleshooting steps did you try?
14-Please make a wired connection and advise the outcome.
15-Please provide us with photos of any error message or symptoms on the device
Should you have any further questions or queries please do not hesitate to contact us back.
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Got this yesterday in response to sending them the answers to all those questions:
SONY SUPPORT TEAM
SUPPORT: http://www.sony.co.uk/support/en"
FWIW I deleted the name of the support assistant as I think it's unfair to pillory her for Sony's failure.
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There are loads of people suffering with this issue....how difficult is it to fix? Seriously!?
See this post for even more Sony / Netflix shambles!
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guy had an older 6-8 month old) 46 " W9 and netflix works but on his new
55" W9 it doesnt, so how can it be anything to do with Network, router,
ISP, DNS
It has to be the TV
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I have no words to describe this. That is what I done and they asked me to do this again. Also when I logged a call I gave them the details they asked mi for. It is like PING PONG game or play with time.
Thank you for your recent email. We are sorry to learn that you are experiencing an issue with Netflix on your Sony KDL-55W905A. In an attempt to solve the issue for you as soon as possible, we advise you to try to reset your device to factory settings by following the steps below: 1. Restore factory Settings: • Press “Home” button. • Select “Settings”. • Select “System settings”. • Select “General set-up”. • Select “Factory settings” then press “Ok”. If the issue with Netflix is still evident after following the troubleshooting steps correctly, we advise you to check with “Netflix” support as they have further information about this reported issue and have announced it on their website. You may also try the below suggested troubleshoot steps advised from “Netflix” for further troubleshoot: https://help.netflix.com/article/en/node/13841?ba=GSButtonClick&q=nw-4-8 In case they have replied that troubleshoot from their end is now covered, please let us know and provide the below needed information so that we can investigate the matter further from our end with a higher technical department and provide you with the best resolution at earliest: 1.Device ID: 2. What is the exact issue providing the maximum details? 3. When did the issue start? 4. Post Code : 5. Internet Service Provider name: 6. What is the actual internet speed Using "SpeedTest.net"? 7. Network Environment: “i.e FTTH, Broadband” 8. Brand and model of the router: 9. What is the public IP address by visiting “www.whatismyip.com” 10. What Troubleshooting steps did you try? If you require any further assistance in the future, please do not hesitate to reply back to this E-mail. Yours sincerely
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Firstly, to BW944976, it's not just 905s. Mine is a W605 and I have the same issue.
Secondly, I had yet another missive from Sony today. This time they wanted:
"1. Please ask for photos of any error message and the available Apps on the device.
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Guys!
Last news from Netflix this time:
Netflix Sonia Oh! I see what you are saying. I really think you should give your ISP a call on this one though. I can guarantee you that this will fix the issue. Hey, I would not want to waste your time to call knowing that would not help. Trust me, Just give it a shot and let us know what happens
I do not know what to say.