Tilba16
Level 3: Gumshoe

Netflix Issue on Telstra TV3

Answered

I just received a Telstra TV3 to replace an existing Telstra TV. There is an issue loading the Netflix app. Doesn't ask for credentials like Prime and Stan did just goes to an error ui-800-3 (104007)

Reinstalled old Telstra TV and all Ok. Contacted Netflix who got me to power off for 3 mins etc however had no effect. Did a reset on Telstra TV3 and started again but same issue. Any assistance would be great.

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Accepted Solutions
Tilba16
Level 3: Gumshoe
Accepted Solution

Re: Netflix Issue on Telstra TV3

Happy to report that this issue has now been resolved.

View solution in original post

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TH71
Level 1: Cadet

Re: Netflix Issue on Telstra TV3

I have also just received a Telstra TV3 also and having the same issue. Have deleted app and reinstalled and still displaying error uni-800-3

NilZero
Level 3: Gumshoe

Re: Netflix Issue on Telstra TV3

Same. TTV3 arrived today and ui-800-3 (104007) displays. I've followed all of the advised steps via Netflix, factory resetting all to no avail. The unit is otherwise functioning. I've tried 2 seperate wifi and LAN connections, both of which stream Netflix and others fine.

larry1111
Level 2: Rookie

Re: Netflix Issue on Telstra TV3

I have exactly the same problem. Got my TV3 today and what a pain in the butt. Connected to wi-fi, it updated then refused to connect for hours, and the smart remote turned into a slow block of licorice. Finally, got the box to work by running an ethernet cable from my Telstra smart modem only to find that it took forever to "get started" then went to Netflix and it won't work at all, which the express service we got the box for. Ugh   

NilZero
Level 3: Gumshoe

Re: Netflix Issue on Telstra TV3

I found that deleting some of what I found "excess" apps sped the unit up considerably after the initial "treacle" launch/update dance. I didn't have any issues connecting with Wifi or LAN. Both quick but Netflix just blinks the logo then gives the error. I'm hoping it's a patch that all new units will need so we aren't chasing the main application. We'll see. 🧐

karmicfrog
Level 1: Cadet

Re: Netflix Issue on Telstra TV3

At least I'm not alone. 😓

Slammer
Level 1: Cadet

Re: Netflix Issue on Telstra TV3

Exactly the same issue for me also

Error ui-800-3

so what are Telstra doing about it 

NilZero
Level 3: Gumshoe

Re: Netflix Issue on Telstra TV3

Seems we've all received or TTV3 units today or recently as this thread is the first about this issue so I'll be contacting Telstra via messaging. I assume they read these threads but I'd do the same. Report the error, the similarity with new users piling up and hopefully get a response about it.

LjMjollnir
Level 4: Private Eye

Re: Netflix Issue on Telstra TV3

Also having the EXACT same issue...

 

Received new Telstra Tv3 today tried to get all my apps running.. only issue was with Netflix..

Boot it up Netflix loads then instantly UI-800-3 before you can add your account details or anything. going to the More details option my Connection to Netflix servers and internet is fine.

 

Attempted Reset from within the Netflix app (More Details)

Attempted removing all login details from all devices (Netflix website)

Attempted Power Cycling the Tv3

Attempted power cycling my Internet connection/LAN

Attempted Reinstalling the App

Attempted nearly every combination of ALL of the above multiple times (spent several hours on this now)

have even attempted to Sideload Netflix in Developer mode (unfortunately i was unable to find the Roku download for Netflix) but had the web interface up and ready to go Smiley Wink (Home x 3 UP x 2 Right Left Right Left Right)

Tried resetting using another Roku trick (Home x5, Up x2, Rewind x2 Fastforward x2)

 

Attempted the Reset Netflix while inside itself (Up x2 Down x2, L R L R Up x4)

 

Nothing ive tried has seemed to work (Codes are doing what i expect them to do) but no result on getting Netflix to work.

 

On doing some research it appears that maybe it has incorrect login information and needs to be cleared.. but there is no way to do that... (as per the many different attempts at resetting things....)

 

As such i can only Assume Telstra have prefilled some Netflix login information based on our account details in the hope that we might purchase Netflix via Telstra instead ??? seems a bit of a **bleep** move if this is the case... luckily i have a spare FireTV stick just for Netflix i guess....

 

I currently have a Telstra TV1 and Telstra TV2 which are working perfectly so i know there is no issue with Netflix in general (+ multiple iPads and PC's that its working on fine too)

.
NilZero
Level 3: Gumshoe

Re: Netflix Issue on Telstra TV3

I'm reserving my cynicism for now as the device isn't/never offeredany login/deal page;just the error. I'll certainly monitor this thread and post my own queries though. Telstra gave me the device free and all other subscriptions I have on it work but Netflix doesn't even offer a log in AFTER I cleared the device and Netflix now provides error

Netflix Error tvq-prfls-102 

stating Netflix is deactivated on the device. It'd be a completely incompetent "gotcha" when it never asks for anything but I'd not put it beyond them. Hope not but we'll see.

Gast01
Level 3: Gumshoe

Re: Netflix Issue on Telstra TV3

Yes! Same! Received my new Telstra tv3 today - tried everything and can’t get Netflix - so frustrating! 

LjMjollnir
Level 4: Private Eye

Re: Netflix Issue on Telstra TV3

Directly from Netflix

 

"If you experience the error code UI-800-3, it typically points to information stored on your device that needs to be refreshed. Follow the troubleshooting steps for your device below to resolve the issue."

 

Then the steps

Restart Roku

then the bigy which kind of points towards what i was talking about

 

"Sign out of Netflix

Follow the sign out steps for your Roku model to sign out of Netflix. Once you have signed out, sign back in and try Netflix again."

 

Ive attempted to clear the cache many different ways (since we dont even get an option to sign in or out)...  yes we are not getting an option to sign in at all.. which to me says hey they have prefilled some account information in for me.. (and in some cases they had with other apps i use)...

 

.
LjMjollnir
Level 4: Private Eye

Re: Netflix Issue on Telstra TV3

Your error is definitely an Account issue tho

"

If you get the error code tvq-prfls-102 with one of these messages:

Your account has been signed out. Please sign in again.
It looks like Netflix has been deactivated on this device. It could be an issue with your account, or perhaps your device was deactivated on Netflix.com."

 

.
NilZero
Level 3: Gumshoe

Re: Netflix Issue on Telstra TV3

That only appeared after I eventually deregistered all devices. I never was able to access any type of log in from out of the box to now. I'd have expected some sort of "deal" page if it were locked to "Telstra Netflix Customers" only or somesuch but I'm not underestimating them being stupid but until I get a response, I'll not throw them under the bus. Yet.🤪

larry1111
Level 2: Rookie

Re: Netflix Issue on Telstra TV3

So here's a strange tidbit that may be something. I got the TTV3 for free as part of an upgrade from Telstra but I still have an older TTV that my daughter uses (addicted to Dynasty haha) so after all the drama of trying to get the TTV3 set up, when I uninstalled then reinstalled the Netflix app, it went to the bottom of the apps tiles (if that makes sense). Just now, my daughter went to watch Dynasty and found that she was logged out of the Netflix app!! When we logged in again the app's tile had moved to the bottom of the apps page, an exact mirror of the TTV3. Could the two be linking up somehow and one is storing the other's login info because they are on the same network? Something quite strange in the whole setup of these boxes

JK-43
Level 1: Cadet

Re: Netflix Issue on Telstra TV3

Same issue here. Received Telstra TV today. Same Netflix error msg as above. Netflix still working for me on other devices. All other apps working fine on Telstra TV. 

LjMjollnir
Level 4: Private Eye

Re: Netflix Issue on Telstra TV3

Hmmm i tried de-registering all devices myself.. the error message never changed.. stayed as ui-800-3

 

and there was an offer in the Telstra+ for Netflix a week or 2 ago along with Binge and something else i think.. i never bothered to look at it since ive been a Netflix member since it was released in Australia via Netflix itself.. We did pick up the Binge offer but Binge didnt work (natively.. "worked.... badly" via the web browser app on Firestick) on the Firestick TV which is why i thought yeah why not pick up another freebie Telstra TV (for my Wives spare room where she was watching Binge.. Sex in the City Smiley Wink )...

 

Just saying it wouldnt suprise me if Telstra wanted to get a cut in on Netflix money... they probably arnt but who the hell knows.. all i know it works on all my other devices with no issues and 2 of those are older generations of the Telstra TV (1 and 2)...

.
larry1111
Level 2: Rookie

Re: Netflix Issue on Telstra TV3

So, an update, I got the TTV3 as a free update, my daughter uses the older TTV for Netflix in her room. After all the hassle of getting the new TTV3 device to work today (as above) when Netflix didn't work I uninstalled the app, then reinstalled it. The app's Tile then appeared at the bottom as a new app would. When my daughter tried to use the old TTV in her room, she had been logged out, strange!! when she logged back in, the Netflix tile was at the bottom of the screen as well, an exact mirror of the new TTV3's setup. Is there something strange about these devices setting up on the same network?

BTW, this is the 2nd time I posted this, the first was removed shortly after being posted?

NilZero
Level 3: Gumshoe

Re: Netflix Issue on Telstra TV3

Who knows at this point 🙈. I do still receive the same ui-800 error on the TTV3 and it's on my Netflix account that now tells me the specific device error and all the associated gubbins. Every other device I deregistered has been an easy log in but Netflix recognise I'm trying from the TTV3. I've messaged tech support at Telstra and advised them of this thread as it seems many have taken the free TTV3 offer and are stuck with this issue. No good (or free) deed goes unpunished. 😉

LjMjollnir
Level 4: Private Eye

Re: Netflix Issue on Telstra TV3

Just out of curiosity i thought i better check my bedroom TTV2... it looked similar to how its always been and Netflix was working... however i figured well im here i might as well remove some apps i no longer use (Mainly Stan and AnmieLab and a couple of others)... and it came up saying unable to remove app.. thought that was odd.. then i went back to the Apps page and it was setup exactly the same as the new Telstra TV3.. so i think you are onto something there..

 

I have my TTV1 and TTV2 setup on powerboards that turn them off if the TV is turned off so its not something that happened while i was editing the TTV3

.
liamjd
Level 1: Cadet

Re: Netflix Issue on Telstra TV3

Seriously Telstra. Poor form sending out devices with faulty configuration.

A free device is useless of you can't use the main app, and let's face it, 99% of people got it to use Netflix. And 99% of those people already have a paid subscription.

 

Fix it!

 

FYI - I actually deleted the Netflix app and reinstalled it from the Roku app store and still have the same problem, so the problem appears to be deeper than just the Netflix app.

 

I'm going back to my TTV1 until Telstra fixes this

SIHT42
Level 1: Cadet

Re: Netflix Issue on Telstra TV3

Ditto in regards to this issue. Received my TTV3 yesterday and set it up just before midnight. Binge activated and tested - check. Stan activated and tested - check. Netflix - crap! Should have tried that one first as this device is for the wife and she only uses Netflix.

Followed the instructions at netflix.com/nethelp but this didn’t fix the issue. Tried factory resetting the TTV3 and trying again and this didn’t fix the issue. Tried removing the Netflix app, turning the TTV3 off for 2 mins and unplugged from power, powered back on, reinstalling the Netflix app and re-tested. Nothing seems to have worked. Telstra, please HELP and get this sorted. T.I.A. 

t3ms
Level 2: Rookie

Re: Netflix Issue on Telstra TV3

Pretty much everything on this thread applies to me too. Except I have bought the TTV3 box not been given it for free!!

Got TTV3 yesterday, everything works except Netflix App (ui-800-3 (104007) error code).

Tried every suggested resolution and still no luck.

Plugged my old TTV1 back in and Netflix is working fine.

Tried phoning 132200 yesterday and there was a fault on their service so couldn't speak to anyone. I messaged via MyTelstra message app, no one responded until 10pm, and they hadn't got a clue and eventually just stopped messenging me back.

Unbelievably bad service.

Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Netflix Issue on Telstra TV3

It sounds like the Telstra TV is having problems connecting to the Netflix licensing servers. Can you try logging into your modem and changing the DNS settings to a non-Telstra DNS, then restart the TTV3 and see what happen?

 

The Netflix app was last updated on 11th December 2020. I would have expected that reinstalling the app should have fixed your issues. I have a TTV3 and Netflix is working fine on mine, so it would seem to be just an initial setup issue.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
Tilba16
Level 3: Gumshoe

Re: Netflix Issue on Telstra TV3

With all respect most people are not tech-savvy and don't know how to log into a modem. They expect to purchase a plug and play device with minimum set up instructions.

We wait on Telstra's TV update to fix this issue.

JK-43
Level 1: Cadet

Re: Netflix Issue on Telstra TV3

As far as I know, it’s impossible to change DNS settings on Telstra modems. If that’s not correct, can you provide instructions on how to do this?

NilZero
Level 3: Gumshoe

Re: Netflix Issue on Telstra TV3

I've tried using alternate DNS with 3 non Telstra services, 2 phone hotspot (I'm with Optus) and a friend's LAN (he's with Voda) and they all return the sane error but different DNS so that seems to cover your approach. My Netflix account shows the device attempting to log in and gives an error tvq-prfls-102 with steps that all fail to resolve anything and advises to contact the device seller. Thanks for the idea though. It's going to be something quirky and we'll just have to keep at Telstra for an update/resolution unless someone comes up with a solution. 

LjMjollnir
Level 4: Private Eye

Re: Netflix Issue on Telstra TV3

Thats a no go.. infact when in the Netflix app and you go more details it has a section that tests the connection to netflix servers and internet and all PASS with flying colours

 

it also is set to use Google DNS 8.8.8.8 and 8.8.4.4 so its not a Telstra DNS issue

.
Jupiter
Level 25: The Singularity
Level 25: The Singularity

Re: Netflix Issue on Telstra TV3

It's definitely a strange one. 

 

Can everyone who is experiencing problems please send an email to telstratv.operations@team.telstra.com

 

Include as much information as possible as well as your contact details (they may want to contact you for troubleshooting), so that they can figure out what is going wrong as quickly as possible.

Never be afraid to back yourself when trying new things, just always make sure you have 3 escape routes if things go wrong.
larry1111
Level 2: Rookie

Re: Netflix Issue on Telstra TV3

Another thing I have noticed is when I sign into a platform on TTV3, let's say Binge, it signs me out on all other devices. It's almost like Telstra is running devices and apps on a closed network in their network. Would be interesting to know if there is anyone who has Netflix on a deal from Telstra (like the Binge I get on a deal from Telstra) and if that works or not. If it does, that would be like Telstra pulling your data before it's handed off to the international platform supplier. Strange!

Gast01
Level 3: Gumshoe

Re: Netflix Issue on Telstra TV3

Email sent and phone call report made hopefully you guys fix the issue soon 

t3ms
Level 2: Rookie

Re: Netflix Issue on Telstra TV3

I have emailed telstratv.operations@team.telstra.com regarding the issue and sent photos of each of the relevant pages. 

I would like a fast resolution to this but I won't hold my breath.

I will however be raising a compliant to Telstra. I am not sure who else on this thread is actually paying for their TTV3 box, as opposed to getting it free in a bundle, but Telstra have already arranged to add $9/mth onto my bill for the TTV3 box, and yet without Netflix on it, the TTV3 box will not get used. Paying money for nothing!

LjMjollnir
Level 4: Private Eye

Re: Netflix Issue on Telstra TV3

Also have sent an email with my details and link to this forum topic...

 

Hopefuly we get a speedy fix... but i doubt it Smiley Wink the automated email response said this email does not get checked daily.. so probably Tuesday before we hear anything about it.

.
Rg53
Level 2: Rookie

Re: Netflix Issue on Telstra TV3

Spent 2 hours talking to Netflix they don’t know what that error code is. Telstra just told me they are reconfiguring Telstra tv for Netflix. Wait 2 hours and try again. So far been 24 hours still no good. I have another identical Telstra tv box swap it over works fine. Don’t worry about rebooting deleting app reinstalling waste of time. I’m sure the fault is in Telstra tv box. My other one never given any problem. 

Gast01
Level 3: Gumshoe

Re: Netflix Issue on Telstra TV3

You are correct Telstra confirmed this to me today. We now need to wait for them to fix the factory install to rectify the problem 

Marka3
Level 2: Rookie

Re: Netflix Issue on Telstra TV3

Also received my TTV 3 yesterday, identical issues with Netflix. Have deleted, reinstalled reset modem, still no luck

NilZero
Level 3: Gumshoe

Re: Netflix Issue on Telstra TV3

Thank you for the context suggestion and I have provided an exhaustive email with all relevant information and a willingness to assist. I was already in contact with their text support and they were very good but the last contact was at 1233hrs even date with:- "Nil, thanks for your patience. I have escalated your issue to our Specialist team and we will inform you about the update shortly."

 

As multiple people report the sane issue it will likely expedite a resolution and thanks to yourself and all here who've shared their experience as I was getting unnecessarily frustrated at an inanimate object thinking it just my experience.

 

I look forward to hearing stories of success and will share my own if/when it occurs and this is hardly the first gadget to be needed out of the box and I've no complaint against Telstra in how they're handling it thus far. The free device is pretty good otherwise so I can't be too grumpy anyway. Regards. 

b112
Level 1: Cadet

Re: Netflix Issue on Telstra TV3

Yeah not wrong sounds like a recipe to ruin everything else on the home network.

ThaViper
Level 1: Cadet

Re: Netflix Issue on Telstra TV3

Im in the same boat as everybody here. Has TTV3 not been out long?

Nettie13
Level 1: Cadet

Re: Netflix Issue on Telstra TV3

This has been fixed. I had the same issue with my free Telstra TV3 received on Friday  and I had done all the things everyone on this thread had  tried to fix the issue. This morning I uninstalled the app, restarted the Telstra TV3 and reinstalled the app. When I opened the app it asked for my Netflix account. Netflix launched with no issues. 

larry1111
Level 2: Rookie

Re: Netflix Issue on Telstra TV3

Hi All, I can confirm this as well. Took the same steps as Nettie13, uninstalled the app, rebooted the device reinstalled the app and it worked. Sidenote: when I went back to my older TTV it had logged out of Netflix, when I logged back in, It can up with a TQ error, stayed like that for 1 min then logged in as normal, strange, but happy dayz, good work all Smiley Happy

LjMjollnir
Level 4: Private Eye

Re: Netflix Issue on Telstra TV3

Nope.. hasnt been fixed (for me atleast)..

 

Seen that post n thought sure ill delete the app and reinstall it.. same issue still (tho i think it also removed the app on my TTV1)....

.
Gast01
Level 3: Gumshoe

Re: Netflix Issue on Telstra TV3

Yay! It’s fixed for me.

I uninstalled the Netflix app and unplugged the power on the telstra box then after a few minutes I plugged back in and reinstalled the Netflix app - finally got the option to sign in and it’s working! 

LjMjollnir
Level 4: Private Eye

Re: Netflix Issue on Telstra TV3

yeap working for me now... reinstall again fixed it this time...

 

However as i mentioned in my last post it Also removed Netflix on my TTV1 while my son was watching Netflix on it...

 

i havent checked my TTV2 in the bedroom.. but its on the TTV3 and TTV1 and working now...

.
_Mark
Level 5: Eagle Eye

Re: Netflix Issue on Telstra TV3

Yes this issue has now been resolved.  If you're still seeing the issue a reboot of the device will clear the problem.

SIHT42
Level 1: Cadet

Re: Netflix Issue on Telstra TV3

Thanks. I followed this same process and now have Netflix working. Cheers. 

Jomo2
Level 1: Cadet

Re: Netflix Issue on Telstra TV3

I have set up my latest Telstra TV3 over the weekend and I have the same issue. Anyone know if there is a fix for this problem yet?

NilZero
Level 3: Gumshoe

Re: Netflix Issue on Telstra TV3

Thank you for the updates from everyone. I also uninstalled the app then restarted the device, reinstalled the app and it's allowed me to enter my details without asking for any Telstra offers and it works. I'll be sending a thank you to Telstra for their swift action on this and open and transparent help. A win for the community assistants and a BIG thank you as a first time user of these forums. 

Gast01
Level 3: Gumshoe

Re: Netflix Issue on Telstra TV3

Yes It’s fixed now.

I uninstalled the Netflix app and unplugged the power on the telstra box then after a few minutes I plugged back in and reinstalled the Netflix app - finally got the option to sign in and it’s working! 

Megalush
Level 1: Cadet

Re: Netflix Issue on Telstra TV3

I have the exact same issue received mine Friday keep getting that error drives me nuts. Done everything including resetting my modem and nothing. Hope this is resolved quickly. 

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