Cannot link Netflix to Google home

[Cwk]

Cross post from Google help forum here: https://support.google.com/assistant/thread/297646637?hl=en

I want to link Netflix to Google to use voice commands on nest hub 2ndGen. I am trying to follow this setup:

https://help.netflix.com/en/node/55587

This error happens at step 5 and it won't let me log into the account.

Netflix itself is working fine, I can watch on mobile app and on the chromecast I'm trying to control so the account works and the login details are correct. I just cannot link the Netflix account to Google to use voice commands. Google account works fine for everything else. I can control other apps and devices with voice via nest hub.

Spent an hour on webchat with Netflix. They told me my only option is to wait and see if it fixes itself. I have followed all Netflix troubleshooting steps so now I am stuck looking at the Google side of this. 

Not sure if this is a Netflix thing alone, or some problem between Google and Netflix as search results show similar problems going back to 2018 but no solutions anywhere.

[jenniffert]

Hi Cwk,

Thank you for posting in the community! I apologize that you're encountering difficulties linking your Netflix account to the Google Home app. Let's work together to resolve this inconvenience.

I appreciate you reaching out to the streaming service manufacturer and sharing the details. In this case, I suggest the following steps:

• Ensure your mobile device is connected to the same Wi-Fi network or linked to the same account as the display and the Netflix service.
• Try reinstalling the Google Home app and Netflix app. This can often resolve minor glitches.
• Make sure you have the latest versions of the Google Home app, Netflix, and your mobile software.
• Perform a restart on your mobile device.
• Try relinking the streaming service. For more information, please refer to this article: Watch movies & shows from streaming services.

If these steps don't work as expected, try using another mobile device to link the streaming service. 

Please keep me posted.

Best regards,

Jenniffer

[Cwk]

 

Hello. 

Mobile device and nest hub and chromecast are all on the same WiFi network. 

I get the same error when trying to use a different mobile device to link the service. 

I only have one Netflix account and that is what's logged in on the mobile app and what I'm trying to link to Google account. 

I have uninstalled and reinstalled Home app and Netflix app on mobile. I have also reinstalled Netflix on chromecast. 

I have restarted all devices as well as the Internet connection and the router. 

I cannot "relink" the streaming service because that is what's not working. When I try to link it, it still gives me the error message that is screenshot in the linked post. It still says the same error 4 days later. I still cannot link Netflix to Google account to use with assistant. The Netflix account works fine and I can stream on it. The Google account works fine other than this issue. Netflix support have told me all I can do is wait but it's been 4 days. 

When I try to use voice to control Netflix it just does not work. I say "watch [show] on Netflix on [device]" but the voice response is "Netflix is not installed" and it shows me a page to open or uninstall the Netflix app that is clearly already installed. If I say "start Netflix on TV" it will open the Netflix app to show the "who is watching" profile login page but then it does not play a show unless i select it with the remote. If I say "watch [show] on TV" it will say "there are a few ways you can watch that show" and it lists Netflix on the screen for me to select with the remote. 

Please help. Please note I am in UK. My home app does not have an "add+" in the top left as suggested in your linked help page. I am using home>settings>services-video/netflix-link

[jenniffert]

Hi Cwk,

Thanks for following up! 

I understand how frustrating it can be when you can't link your Netflix account to the Google Home app. I appreciate all the information and the steps you've taken so far.

Just to confirm, I’d like to ask if the Netflix account you're trying to link is the same Google email address that's associated with your Google Home app. If there's a mismatch between these accounts, it could be causing the linking inconvenience.

Please keep me updated.

Best regards,

Jenniffer

[Cwk]

Hello. 

Yes the Netflix account is registered with the same email address as my main Google account linked to this post and all the other nest/home features.

Thank you. 

[jenniffert]

Hi again, @Cwk,

Thanks for the information!

To better investigate the situation, could you please confirm whether you're using a personal Gmail account or a Google Workspace account?

Please keep me posted.

Best regards,

Jenniffer

[Cwk]

Hello. 

It is a personal Gmail account. 

Thank you.

Edit. I have just managed to link Netflix on the home app. I did nothing different, just tried again and it worked. But now assistant (on nest hub) says "sorry I cannot play netflix on TV" so it still doesn't work. I can play netflix app on the chromecast TV using the remote, so it still seems to be an assistant/home problem. 

[lusvin]

Hi @Cwk,

Thank you for your response and all the information you detailed in the posts. I'm sorry to hear that you're experiencing a new concern when you try to play Netflix on your TV. Don't worry; let me help you with this.

I would like to ask you some questions to gather more information:

• Is your Nest Hub and Chromecast TV under the same Wi-Fi network?
• If you use the assistant on your Chromecast remote, does it open Netflix?
• Are the Chromecast TV and the Nest Hub listed on the same home in your app?

In the meantime, let's try to solve the situation by making some troubleshooting steps. Follow these steps to troubleshoot some settings in the app. Let me know how it goes.

Best regards, 

Lusvin.

[Cwk]

Hello. 

Yes nest hub and chromecast are on same WiFi network. On the Home app, they are in the same home and in the same room. 

Yes the assistant on remote will open Netflix. From the chromecast home, saying into the CC remote "watch [show] on Netflix" will open the Netflix app and start streaming the show.

Thanks 

[jenniffert]

Hi Cwk,

Thanks for following up! I apologize for the inconvenience that this situation may cause. Let’s try to fix this situation with the commands.

Since you were able to link the streaming service to the Google Home app and now you're encountering inconveniences with the voice command, I'd suggest the following steps:

• Device synchronization: Ensure all your devices are synced within the same home structure. This helps them communicate effectively. For instructions, see this article: Control smart home devices added to the Google Home app.
• Rename your TV: A unique TV name can improve Google Assistant's recognition. For reference, you can check out this article: Play TV shows and movies with your speaker or display.
• Experiment with different commands: Try alternative voice commands to see if they work better. For more information, see this article: Play TV shows and movies with your speaker or display.

Let me know how it goes.

Best regards,

Jenniffer

[Cwk]

Hello.

The main problem now seems to be the hub saying that apps aren't installed on chromecast when they are. For Netflix and BBC iplayer, the hub says the app isn't installed and it opens a page showing me the app on the TV which has options to open or uninstall. These apps work with the remote.

I have synced devices. I have renamed the TV. I am using commands from the list you linked. Such as "watch teletubbies (show) on iplayer (partner app) on TV (device)" or "watch peppa pig on netflix on TV" 

[jenniffert]

Hi Cwk,

Thanks for the reply! I'm sorry to hear that you're receiving a message that the apps aren't installed on your Nest Hub. Let's try to fix this!

Since you are receiving this message, I’d like to gather the following details:

• Is this happening with other streaming apps besides Netflix?

In the meantime, I’d suggest the following steps:

• Restart your Nest device by unplugging it, waiting a few minutes, and then plugging it back in. For more information, refer to this article: Reboot Google Nest or Home speaker or display.
• Reboot your WiFi router.

Regarding BBC iPlayer, please check the following:

• Make sure you have the most recent version of the BBC iPlayer app installed.
• Try reinstalling the BBC iPlayer app.
• Consider contacting BBC iPlayer. They may be able to provide more accurate information if there's any ongoing issue with the platform.

If the above steps don't work, consider performing a factory reset on your Nest Hub. Please refer to this article for guidance: Factory reset Google Nest or Home speakers or displays.

Please keep me posted.

Best regards,

Jenniffer

[Cwk]

Hello. 

I have factory reset the nest hub. I have reset my router. I have reset the chromecast. 

Assistant still does not work from the hub.

On netflix: if I say to the hub "watch [show] on Netflix on TV (name of chromecast device)" it says "sorry I cannot play netflix on android TV try using your android remote instead". If I say the same command into the chromecast remote, Netflix opens on the TV and the show starts playing.

The same thing happens with BBC iplayer. 

I have no other streaming services to test. 

Sometimes it will show me a page on the TV to choose which app to use. For example, I say "watch teletubbies on BBC iplayer". Hub says "sorry it looks like teletubbies is not on BBC iplayer" then it shows a menu on the TV with a button to watch teletubbies on iplayer, or on other services!

If I say to hub "start Netflix on TV" then it opens Netflix on the TV but I have to use the remote to choose a show.

All these commands work fine with YouTube. Saying to hub "watch peppa pig on YouTube on TV" opens YouTube on chromecast and starts playing peppa pig.

This is very frustrating because it works fine using the chromecast remote. 

[lusvin]

Hi @Cwk,

Thank you for your reply and the information provided. I’m truly sorry to hear that after following all the troubleshooting steps, the concern persists, but thank you for all your efforts trying to solve this situation. 

To receive further assistance for your device, please fill out this form with all the necessary information. Once you've completed the form, please let me know. Remember to attach the community thread to the form.

Let me know how it goes.

Best regards,

Lusvin.

[Cwk]

Hello. 

I have completed the form now. 

[jenniffert]

Hi @Cwk,

Thanks for the reply!

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Let me know if you have more questions.

Best regards,

Jenniffer