Netflix Watch Now Outages Hit Saturday Night
I was disappointed last night to spend over two hours, including three customer service calls (holding up to 20 minutes in one case), in order to try and get Netflix’s “Watch Now” service to work on my XBox 360.
On the first customer service call the rep suggested that my internet connection wasn’t fast enough. But with a UVerse fiber connection (and a speed test to verify) this was not the problem. On the second customer service call, the rep had me uninstall my XBox 360 memory files on my XBox 360 and reinstall them.
After about an hour and a half of trying to troubleshoot why my programming would just stop, I went to Twitter and searched for Netflix and found that there were several other people Twittering about having problems with “Watch Now” last night as well.
When I called Netflix the third time they confirmed that they were having problems with their watch now servers last night.
Overall I’ve been pretty happy with the Netflix Watch Now service so far. Fast forwarding and rewinding are a bit of a chore, but other than that, once you’re watching your show it’s seemed to work pretty well.
Having their service go out for much of last night (and a Saturday night at that) is a huge fail though. If Netflix wants people to seriously consider their service as an alternative to cable/satellite (and the market for Netflix is huge if you think about them that way), then they need to do a better job both with their main streaming service as well as their customer service when their service fails. Particularly being 20 minutes into a TV show and at a very tense point of the show, to have Netflix hang for two hours and fail (finally giving up in frustration) doesn’t score any points with trying to convince the wife on why this service is better than cable/satellite service.
Hopefully last night’s experience won’t be a repeated one for Netflix and hopefully it’s not just the tip of the iceberg in terms of their problems in meeting viewer demand for streaming content.