Netflix..constantly have to log in

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  • Updated 3 months ago
Is it just me or does everyone have to constantly log in?..I will be watching it..accidently hit the wong remote button and it returns me to the login page.Or..could be watching it..switch to regular tv..come back..have to log in.My Mom is who is on my acct(diff tv in a diff community)..can shut her tv off..come back 3 days later and continue on without the long drawn out log in procedure.She can accidently hit a remote button..and return without logging in.I find it a real pita..last night I paused a show in netflix(10 mins)..returned to it..and had to log in.Called support and they reset/upgraded the firmware..no difference..Any ideas or should I just go back to watching it hardwired from my laptop?
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thisis myname

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Posted 3 months ago

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CoryB, Champion

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You might need to request a replacement box from BellMTS. How much storage does your PVR have?
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thisis myname

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Where would I find that info?..Am in settings looking at resources....theres physical,virtual managed...disk usage has 60% remaining..Also wondering should I do the upgrade..don't really want to perm delete my recordings if it doesn't fix the problem.PVR recording space remaining is 56%
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CoryB, Champion

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Not sure where exactly to find the storage but there are two generations of boxes. The one with 500 GB of PVR storage is the newer box with upgraded internals better able to run apps like Netflix.
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thisis myname

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Well..guess I can't answer your inquiry then.
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Jeremy, Official Rep

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Hey there,
This is definitely not normal behavior.  I also use the Netflix app and never have to sign in, regardless of how long it's been off for.  I did a bit of digging though and found out that if your Netflix ID is used on another account, that will force your devices in your home to log off.  Is it possible anyone else could be using your Netflix ID?

As for the PVR space question, the best way to get an idea is if you have a silver PVR (vip 1216) then it would have a 160 GB hard drive, if you have a black PVR (vip 2262) then you could have a 500 GB PVR. 
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thisis myname

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Hi Jeremy..thanks for the input..but as I mentioned to Nick,I have never had this issue until around this past Nov.It had always worked fine,even if the other party who shares it was on at the same time.When Netflix changed their plans and how many could use,I had changed the password and do know for a fact that there is just the two of us on it now.But before Nov or so..I rarely had to sign in..even if when the other party was using it. And I guess I do have the 500GB PVR.
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Jeremy, Official Rep

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The service and firmware on those set top boxes (STB's) are occasionally updated, and if I recall we did have a major update in late November or early December.  This could possibly explain why it wasn't an issue in the past.  With this being said however, with the additional information you provided I'm not sold on the fact this is the cause.  IF this was the case your Mom would be getting the login screen as well.  It's possible it could be a faulty certificate applied to your STB.  To resolve that type of issue you can try a factory reset on your STB or you can call in to our tech support group to have it escalated.  This is usually something that has to be sent up to Netflix directly.  If you do call in mention that you suspect it to be a certificate issue and that should help lead the agent you are speaking to in the right direction. 
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thisis myname

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Thankyou for the info..I will give it a try..:)
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Nick P

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You mentioned that your mom is using your Netflix account on a different TV in another community.  I expect that this is what is causing your problem.  The Netflix app on your STB ties your Netflix account to your specific BellMTS account when you log in, and it doesn't allow more than one BellMTS account to be tied to the Netflix account, which results in the log outs you are seeing.  Unfortunately, the only way to avoid this right now is to only use your Netflix account on your own STBs (not on another account's STBs).  Note that logging into devices other than STBs should not cause your STB to log out of Netflix.
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thisis myname

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Nick,I kind of thought that also...sharing one acct on two different devices..but..it wasn't a problem until about this past Nov.I have had the app pretty well from it's rollout by MTS and never had these issues.As a matter of fact,before Netflix changed their plans of how many can be on an acct,it worked fine also with others also on the acct.And,just curosity I also wondered why it's me getting the booting out if the acct is tied to my STB. My Mom can not be using Netflix for a time period and yet I still experience these issues in that time frame. I think perhaps I will just go back to being hardwired and give up instead of being frustrated with this service.
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Nick P

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It does seem odd that you didn't run into this issue earlier, but it is expected behavior that your STB will be logged out of Netflix if another STB on a different account logs in with the same Netflix account.  Have you tried having your mom log out of Netflix and then see if the issue still occurs on your STB?  If so, and you still are having this issue you could send your account information to community@mts.ca for us to investigate further. 
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H-Head

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Nick,

I can confirm.  This is a known issue with the way that we pass the account information on to Netflix.  I've confirmed this with my account.  WHE team has told me this is the case.
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thejets

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Only had to log in once and that was it 
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jared

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This happens to me all the time. Have to sign in everytime I fire up the app, which sucks on a remote. I just use my chromecast instead .
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thisis myname

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Well,I have had my firmware updated,my certificate checks out according to Support,updated my PVR and did a factory reset.But now I found out that my Mom is on my Netflix acct has the same login issue now.So,it seems to be an MTS issue where two people with MTS cannot share a Netflix acct without this happening..And I have had that confirmed with someone in Bellmts that it is a known issue.So..I guess my next question is anything planned to rectify this? As I previously mentioned it worked fine up til November when supposedly there was a "major upgrade" around that time or is this an  "upgrade"issue we have to live with?
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thisis myname

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Well..I just chatted with two different support staff at Netflix and they said it was a provider issue as this issue shouldn't occur.So I am guessing there is nothing  we can do but hope bmts decides to do something about it eventually...wish I would have been told earlier by bmts and wouldn't have wasted all my time trying to apply the suggested "fixes".