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Sheri
Sheri, Technical Support Expert Consultant
Category: TV
Satisfied Customers: 6343
Experience:  Owner/Consultant at Computer Rescue, Inc.
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I cannot play Netflix on my LG OLED 65, it get to 25% and

Customer Question

I cannot play Netflix on my LG OLED 65
JA: Do you know the model of your LG appliance? How old is it?
Customer: it get to 25% and stops downloading yes
JA: How long has this been going on with your LG appliance? What have you tried so far?
Customer: about 2 weeks
JA: Anything else we should know to help you best?
Customer: i have done a factory reset and still no good I can play Netfilx on all other devices, including my older Samsung Smart TV no issues
Submitted: 13 days ago.
Category: TV
Expert:  Sheri replied 13 days ago.
Hi,

My name is Sheri.  Thank you for using JustAnswer.   I am sorry that you are experiencing this issue with your Netflix on your LG TV and I will do my best to resolve it for you as quickly as possible.

Please allow me a moment to review the information you have provided so far.   Also, feel free to reply with any additional details you feel are necessary.

Thank you so much for allowing me to help you.  I appreciate your patience through this process.  My goal is to provide you with excellent service

Regards,

Sheri

Expert Level Professional Consultant with over 25 years of experience

Expert:  Sheri replied 13 days ago.

Hi.  Is the TV connected to the network using WiFi or an Ethernet cable?

Customer: replied 13 days ago.
Hi Sheri
Expert:  Sheri replied 13 days ago.

Hi. Is the TV connected to the network using WiFi or an Ethernet cable?

Customer: replied 13 days ago.
Wi-Fi
Expert:  Sheri replied 13 days ago.

Ok, thanks.  Has it worked well in the past on this TV or is this the first time you are trying?

Customer: replied 13 days ago.
As I said all other devices work okay
Customer: replied 13 days ago.
Just my LG OLED 65 doesn’t. It loads only to 25% and stops.
Expert:  Sheri replied 13 days ago.

Yes, I saw that.  I am asking whether it has ever worked properly on this TV.  Also, when you mention downloading, do you mean playing the content or are you trying to download the app itself to the TV?

Customer: replied 13 days ago.
No, the Netflix App has been deleted and reloaded twice and hasn’t fixed the issue. The movie content is what gets to 25% and stops
Expert:  Sheri replied 13 days ago.

Ok, just to cover all bases, let’s start with this:

First, please power off your modem, router, and any extenders. Wait 3 minutes. Next, turn them back on. Wait another 3 minutes. Then restart your TV and try playing a movie again.

Customer: replied 13 days ago.
Stops at 25% with it still trying to download the content. It continues at 25
Customer: replied 13 days ago.
Never another number only 25
Expert:  Sheri replied 13 days ago.

Ok, just to cover all bases, let’s start with this:

First, please power off your modem, router, and any extenders. Wait 3 minutes. Next, turn them back on. Wait another 3 minutes. Then restart your TV and try playing a movie again.

Customer: replied 13 days ago.
Sorry to say I have done this same thing over and over again with no luck at all. I am very aware of my equipment and how to do things, but this issue does not go away. I can play Netflix easy on my Samsung Smart TV easy and my iphone and ipad.
Expert:  Sheri replied 13 days ago.

I understand.  Please go through the steps with me so we can cover all bases.  That is our starting point.

Customer: replied 13 days ago.
Don’t worry I don’t feel like spending £16 when this TV is new.
Expert:  Sheri replied 13 days ago.

I understand.  We can continue via messaging as we have been.  Just reply after doing the first steps.  Thanks.

Customer: replied 13 days ago.
Okay
Expert:  Sheri replied 13 days ago.

Great, thank you.

Customer: replied 13 days ago.
Nothing
Expert:  Sheri replied 13 days ago.

Ok, thanks.  Next go into the network settings of the TV.  Check to see how strong the WiFi signal is.  Then delete the memorized connection and search again for available networks.  Then select yours from the list and enter your password ***** join again.  If you have a dual band router that broadcasts 2.4 and 5.0 GHz, choose the 2.4GHz.

Customer: replied 13 days ago.
Done and no changes
Customer: replied 13 days ago.
Just did a network test and all is good with green ticks
Customer: replied 13 days ago.
I can play Apple TV Prime and youtube no issues. Not netflix
Expert:  Sheri replied 13 days ago.

Ok.  Next delete the Netflix app completely from the TV.  Then download it again and sign into your Netflix account.  Then test again.

Customer: replied 13 days ago.
But Ican on all my other devices through the same wifi network
Customer: replied 13 days ago.
Okay
Expert:  Sheri replied 13 days ago.

Ok, thanks.

Customer: replied 13 days ago.
Just signing in
Customer: replied 13 days ago.
Opening Netflix to pick content
Customer: replied 13 days ago.
Nope stop loading at 25%
Expert:  Sheri replied 13 days ago.

Ok.

Customer: replied 13 days ago.
The red download circle continues at 25
Expert:  Sheri replied 13 days ago.

As a test, would you be able to connect the TV to the router with an Ethernet cable if it reaches and has a port?

Customer: replied 13 days ago.
Never tried this before. I would have to find a cable and the try and plug in on the rear of the TV. Now that will be very difficult
Customer: replied 13 days ago.
It’s on a bracket on the wall and it’s 65 inch
Customer: replied 13 days ago.
Why can I play all other platforms easy
Customer: replied 13 days ago.
I read that this 25% issue is very common
Expert:  Sheri replied 13 days ago.

That's ok.  The router could possible be blocking this connection or address.  It can happen.  Instead, the next step is to factory reset your router.  Please use a paperclip or other similar thin object and press in and hold the reset button on the back of the router for at least 10 seconds. Then let go and wait. You will see the lights flash off and on. Wait approx. 3-5 minutes for it to reset. Then test again. The settings will be back to factory settings, such as the Wi-Fi password ***** network name. These settings will be listed on the router label.

Customer: replied 13 days ago.
I did this yesterday with the server on the phone reseting it twice nothing
Customer: replied 13 days ago.
Also I reset the TV back to factory settings and made no difference
Expert:  Sheri replied 13 days ago.

Ok, then the only other options are to factory reset the TV.  If that doesn't work, then change the Netflix password ***** log back in on the TV.  Usually, in these cases, it is either an issue with the router, the WiFi signal, the Netflix account or the TV's configuration.

Customer: replied 13 days ago.
We have done everything over and over and didn’t help.
Customer: replied 13 days ago.
did that tv reset today
Customer: replied 13 days ago.
Nothing
Customer: replied 13 days ago.
That was painful to fill out everything again
Expert:  Sheri replied 13 days ago.

Has it every worked on this TV?

Customer: replied 13 days ago.
two weeks ago it stopped
Customer: replied 13 days ago.
It worked well when I got the TV right up till two weeks ago
Customer: replied 13 days ago.
We purchased 2019
Customer: replied 13 days ago.
We were away on holiday, came back and didn’t work
Customer: replied 13 days ago.
But as I say, every other VOD works well, it’s just netflix
Customer: replied 13 days ago.
Netflix also plays okay on my real old Smart tv
Customer: replied 13 days ago.
It just wont on this here 65 inch LG
Customer: replied 13 days ago.
I have spoken with Netflix on the phone and even they are puzzled
Customer: replied 13 days ago.
I will do the renew password ***** log in. That has not been done.
Expert:  Sheri replied 13 days ago.

Can you send me a picture of the network settings on the TV?

Expert:  Sheri replied 13 days ago.

Ok, try that first.  Then send the picture after if that doesn't work.

Customer: replied 13 days ago.
Done a change of email and password ***** no change
Customer: replied 13 days ago.
Still sits at 25%
Customer: replied 13 days ago.
File attached (M733L4L)
Expert:  Sheri replied 13 days ago.

If it allows you to enter a different DNS, test with the following:

8.8.8.8

Customer: replied 13 days ago.
No change at 8.8.8.8
Customer: replied 13 days ago.
Have switched back to 192.168.8.1
Expert:  Sheri replied 13 days ago.

Ok, next, change the IP address to 192.168.8.241 and test.  Also, do you have more than one router or extenders?

Customer: replied 13 days ago.
No only the one
Expert:  Sheri replied 13 days ago.

Ok, next, change the IP address to 192.168.8.241 and test.

Customer: replied 13 days ago.
No change still goes to 25% stops
Expert:  Sheri replied 13 days ago.

Ok, change it back.  Are you testing with all different content or only once specific movie or show?

Customer: replied 13 days ago.
Do you want me to go back to 107 on the IP?
Expert:  Sheri replied 13 days ago.

Set the IP and all the other settings to the Auto selection.

Customer: replied 13 days ago.
No I’m picking one at random
Customer: replied 13 days ago.
All back on Auto
Expert:  Sheri replied 13 days ago.

Ok.  Can you show me what it is auto assigning now?

Customer: replied 13 days ago.
File attached (7PQP36P)
Customer: replied 13 days ago.
You need a panadol yet ?
Expert:  Sheri replied 13 days ago.

Is this your own network and router managed by you or is it with a complex?

Customer: replied 13 days ago.
This Router I’ve had for a few years now and works with a 3 sim. Never had issues and still don’t. Only Netflix. I watched an Apple + film last night no issues.
Customer: replied 13 days ago.
File attached (G3V26T5)
Expert:  Sheri replied 12 days ago.

Since you are on a hotspot type of connection, try adjusting the Netflix app settings to a lesser quality and see if that makes it work.

Customer: replied 12 days ago.
Now that I’ve never done how do you do that?
Expert:  Sheri replied 12 days ago.

Click the link below.  Once on the page, expand the section for Smart TV and follow the steps.

Customer: replied 12 days ago.
There is no link attached
Expert:  Sheri replied 12 days ago.
Customer: replied 12 days ago.
I got it thank you. I have to go now. I’ve run out of time sorry.
Expert:  Sheri replied 12 days ago.

You are very welcome.  It is my pleasure to assist you.

Thank you so much for allowing me to help you.  I appreciate your patience through this process.  My goal is to provide you with excellent service.  Please feel free to reply with any questions.

Regards,

Sheri

Expert Level Professional Consultant with over 25 years of experience