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Orbi WiFi 7 RBE973
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Re: Netflix / Amazon Prime not connecting

carlos45
Aspirant

Netflix / Amazon Prime not connecting

We have recently reconfigured our router / modem set up with orbi system acting as a router and the nighthawk set to modem only. This has worked perfectly for the last few weeks
We however just realised that our Sony smart tv’s will not connect to Netflix or Amazon prime. The tv will also not connect to either of their websites either. All other internet sites and apps are working...eg YouTube on both tv’s

Also we have no problems connecting to Amazon / Netflix on other apple devices (tablet / MacBook )

Finally, we did struggle accessing PlayStation Onlinr Services which was eventually solved by changing the MTU figure In the custom set-up (Reddit gave us the solution)

Any thoughts would be appreciated

Carl
Model: D7000|Nighthawk AC1900 VDSL/ADSL Modem Router, RBR50|Orbi AC3000 Tri-band WiFi Router
Message 1 of 8

Accepted Solutions
FURRYe38
Guru

Re: Netflix / Amazon Prime not connecting

What FW is currently loaded?

 

Is Armor or Circle  or IPv6 enabled on the RBR? Try disabling these 3 and see if this changes anything. 

 

Has a factory reset and setup from scratch been performed since last update?

 

If your on a DSL ISP service, try setting the MTU value to 1472 or 1492 for DSL ISP services. 

View solution in original post

Message 2 of 8

All Replies
FURRYe38
Guru

Re: Netflix / Amazon Prime not connecting

What FW is currently loaded?

 

Is Armor or Circle  or IPv6 enabled on the RBR? Try disabling these 3 and see if this changes anything. 

 

Has a factory reset and setup from scratch been performed since last update?

 

If your on a DSL ISP service, try setting the MTU value to 1472 or 1492 for DSL ISP services. 

Message 2 of 8
CrimpOn
Guru

Re: Netflix / Amazon Prime not connecting

How are the TV sets configured with regard to the network?

i.e. Are they set up to use DHCP to get their network information?

(IP address, subnet mask, gateway, DNS)

 

Have the TV sets been powered off and back on after the network reconfiguration?

Message 3 of 8
Mstrbig
Master

Re: Netflix / Amazon Prime not connecting


@carlos45 wrote:
We have recently reconfigured our router / modem set up with orbi system acting as a router and the nighthawk set to modem only. This has worked perfectly for the last few weeks
We however just realised that our Sony smart tv’s will not connect to Netflix or Amazon prime. The tv will also not connect to either of their websites either. All other internet sites and apps are working...eg YouTube on both tv’s


Try going into your TV settings, do a soft boot or soft reset. There should be instruction in your manual. Then remove and reconnect the WIFI network. 

Message 4 of 8
carlos45
Aspirant

Re: Netflix / Amazon Prime not connecting

Thanks for the reply.

If by FW you mean firmware then everything is up to date

Circle has not been enabled on the Orbi.

We have factory reset the tv and performed the usual soft and hard reboots.

Yes I believe we are on a DSL ISP service. Re the MTU ..is this something I can change on the Orbi / Modem or is it configured on the tv.

I needed to change the MTU to access PlayStation online services however this was done thru the PlayStation as opposed router / modem.
Message 5 of 8
carlos45
Aspirant

Re: Netflix / Amazon Prime not connecting

Yes DHCP is used.
All other internet access for the tv is fine. You tube etc
Message 6 of 8
carlos45
Aspirant

Re: Netflix / Amazon Prime not connecting

Problem was solved by changing MTU setting to 1472. It was previously 1492.

Hopefully all other internet functionality is fine.

Thank you for your help
Message 7 of 8
FURRYe38
Guru

Re: Netflix / Amazon Prime not connecting

Glad you got it working. Enjoy. Smiley Wink

Message 8 of 8
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