Frequently Asked Questions – Fiber Netflix Plan

Your Netflix plan is bundled with your PLDT Home broadband and will be included in your monthly service fee.

People who live together in a single household can have their own personalized Netflix experience. You can have up to 5 profiles on a single Netflix account.

Each profile allows for its own:
- Language preference
- Maturity level
- Specific viewing restrictions
- Profile lock
- Viewing activity log
- Game handle
- Game saves
- Subtitle appearance
- Playback settings
- Personalized TV show and movie suggestions
- My List
- Ratings
- Email (for notification emails, and only profiles with All Maturity ratings)

NOTE: Some profile features are not available for Kids profiles.

1. Go to the Manage Profiles section on your device:
   
   • TV or streaming device: Go to the profile selection screen and choose Add Profile +.
   • Web browser: Go to your Manage Profiles page.
   • Android phone or tablet, iPhone, or iPad:
     
     1. Open the Netflix app.
     2. In the lower right, tap My Netflix .
     3. In the upper right, tap the Menu .
     4. Tap Manage Profiles .
2. Select Add Profile.
3. Name the profile.
4. To use the Netflix Kids experience, select Kids.
5. Select Continue or Save. The new profile should show on the list of profiles on your account.

If you can’t create a profile from your device, visit Netflix.com on a web browser and follow the steps above.

You can delete profiles on most devices. The main profile on your account can’t be deleted. To delete the current profile, you may need to switch to another profile to complete the steps below. Once you delete a profile, the viewing history and game saves for that profile will no longer be available.

1. Go to the Manage Profiles section on your device:
   
   • TV or streaming device: Go to the profile selection screen.
   • Web browser: Go to your Manage Profiles page.
   • Android phone or tablet, iPhone, or iPad:
     
     1. Open the Netflix app.
     2. In the lower right, tap My Netflix.
     3. In the upper right, tap the Menu.
     4. Tap Manage Profiles.
2. Choose the profile you want to delete and select the Edit icon.
3. Select Delete Profile.

If you can't delete a profile from your device, visit Netflix.com on a web browser and follow the steps above.

You can customize profiles on most devices.

1. Go to the Manage Profiles section on your device:
   
   • TV or streaming device: Go to the profile selection screen.
   • Web browser: Go to your Manage Profiles page.
   • Android phone or tablet, iPhone, or iPad:
     
     1. Open the Netflix app.
     2. In the lower right, tap My Netflix.
     3. In the upper right, tap the Menu.
     4. Tap Manage Profiles.
2. Choose the profile you want to change and select the Edit icon.
3. Change the name, image, language, or maturity on the profile.
   NOTE:
   Changes to maturity rating cannot be made on a TV or streaming device.
4. Select Done or Save.

If you can't edit a profile from your device, visit netflix.com on a web browser and follow the steps above.

All profile users, except for those with the Netflix Kids experience, can access and edit parental controls and permissions for individual profiles. Your account password is required to edit Viewing restrictions or to add, change, or remove a Profile Lock.

To edit settings for an individual profile:

1. Go to the profile settings section on your device:
   
   • Web browser:
     
     1. Using a browser, go to your Account page.
     2. In the Profile & Parental Controls section, select a profile.
        
        • For some accounts, select Profiles, then choose a profile.
     3. In the upper right, tap the Menu.
     4. Tap Manage Profiles.
   • Android phone or tablet, iPhone, or iPad:
     
     1. Open the Netflix app.
     2. In the lower right, tap My Netflix.
     3. In the upper right, tap the Menu.
     4. Tap Manage Profiles.
     5. Choose the profile you want to change and select the Edit icon.
2. Select the setting you want to edit for that profile.
3. Save/Submit Changes.

When you set a maturity rating for a profile, that profile will see only TV shows, movies, and games at or below that rating. You can also block specific TV shows or movies from individual profiles.

Android phone or tablet, iPhone, or iPad

1. Open the Netflix app.
2. In the lower right, tap My Netflix.
3. In the upper right, tap the Menu.
4. Tap Manage Profiles.
5. Choose the profile you want to edit.
6. Tap Viewing Restrictions .
7. Tap Maturity Rating .
8. Enter your Netflix account password.
9. Set the maturity rating level you'd like.

Web browser

1. Using a browser, go to your Account page.
2. In the Profile & Parental Controls section, choose the profile you want to edit.
   
   • o For some accounts, select Profiles, then choose a profile.
3. Select Viewing restrictions.
4. Enter your Netflix account password.
5. Set the maturity rating level you'd like.
6. Choose Save.

Profiles with a set maturity level will only show titles that fit the selected maturity rating level. If you have trouble changing maturity levels on a Kids profile, see I can't change the maturity rating limits in the Netflix Kids experience.

Android phone or tablet, iPhone, or iPad

1. Open the Netflix app.
2. In the lower right, tap My Netflix.
3. In the upper right, tap the Menu.
4. Tap Manage Profiles.
5. Choose the profile you want to edit.
6. Tap Viewing Restrictions .
7. Tap Block Titles .
8. Type the name of the TV show or movie and then tap it to add to your blocked titles.
   
   • To remove a title from your blocked list, tap Edit and then tap the X next to the title name.

Web browser

1. Using a browser, go to your Account page.
2. In the Profile & Parental Controls section, choose the profile you want to edit.
   
   • For some accounts, select Profiles, then choose a profile.
3. Select Viewing restrictions.
4. Enter your Netflix account password.
5. Under Title Restrictions, type the name of the TV show or movie and then select the title.
   
   • To remove a title from your blocked list, select the X next to the title name.
6. Select Save.

TV shows and movies listed under Block Titles and Title Restrictions will be removed from that profile.

NOTE: You might need to refresh your device to pick up the updated settings. To refresh:
– Switch to another profile, then switch back.
– Or, sign out of your device and sign back in.
To take full advantage of Parental Controls on Netflix, make sure you have the latest parental controls.

Profiles with a set maturity level will only show titles that fit the selected maturity rating level. If you have trouble changing maturity levels on a Kids profile, see I can't change the maturity rating limits in the Netflix Kids experience.

If you haven't added a phone number to your account, you'll need to reset your password by email. After signing in, you can add a phone number at any time by going to your Account page and selecting Add phone number. If the phone number on your account is no longer valid, go to your Account page and select Change phone number.

You can sign out of all devices, or sign out of specific unused or unrecognized devices with recent streaming activity from the Manage Access & Devices page.

If you're getting rid of a device you previously used to watch Netflix, make sure to sign out of Netflix and any accounts or services that you used on the device.

Make sure that you’re watching Netflix in the highest quality possible, whether it's HD, 4K Ultra HD, or with HDR.

Every Netflix TV show and movie has a details page with the title's description, maturity rating, and more. The page also has video quality labels showing the quality a title will play at on the device you're using.

Resolution (detail):
>4K: The highest resolution available on Netflix currently. Also called Ultra HD or 4K Ultra HD.
HD: Can be either full high definition (1080p) or high definition (720p).

Dynamic range (contrast & colorfulness):
>Dolby Vision: A high dynamic range (HDR) system developed by Dolby Laboratories.
HDR: Another system for high dynamic range, also known as HDR10.

On most TVs, Netflix will always show a resolution label, and if high definition is an option, it'll also show a label for the high-definition system the title will use to play on the TV.

On some TVs and other devices, you'll see only one video quality label even if more than one applies, and if high dynamic range is supported by the title and device it will show that one. For example, if a title plays in 4K and also supports Dolby Vision on a device, only the Dolby Vision label will show.

So look for 4K and HD labels to check resolution, and Dolby Vision and HDR labels to check high dynamic range. In step 4 below are titles to use to check each.

NOTE:
Some mobile devices may not always stream in HDR even if an HDR label appears, like if the device is in low power mode or using a cellular connection.

Netflix adapts to the speed of your internet connection to make sure you can keep watching. If your internet connection is slower than needed for a given resolution, your video will be at a lower quality.

• 4K: 15 Mbps minimum
• 1080p HD: 5 Mbps
• 720p HD: 3 Mbps

NOTE:
Sometimes a title may start off on a lower resolution and then switch to a higher resolution after a short time.

To get the best quality available for your plan, all the devices you're using have to support it. If you’re on the Premium plan and trying to watch on a TV with a streaming stick and an audio receiver, then all three devices have to support 4K to watch in 4K.

• You should also check that all devices are running the latest software or firmware, and that their video resolution settings are equal to or greater than the quality you're aiming for.
• Your video cables and the ports they're plugged into must also support your plan's quality. For the Premium plan, you need to use Premium High Speed HDMI or Ultra High Speed HDMI cables. (Not sure what type of cable you have? It's often printed on the cable or the cable ends.)
• For 4K or HDR, make sure that devices and cables are plugged into an HDMI port that supports HDCP 2.2 or later (usually the HDMI 1 port).
• If a device or cable in your setup doesn't meet all requirements for a particular quality, Netflix will play at the highest quality available for that device, port, or cable.

Most (but not all) Netflix titles are available in HD or 4K. Search for “HD” or “4K” to see lists of titles.

• Reminder: The details page of a title shows the video and audio quality of the title as it’ll play on your device. A movie may be available in 4K, but if your device is only 1080p the details will show HD rather than 4K and the title will play at 1080p.
• Titles to test with:
  
  • Resolution: These titles will show the 4K label if they can play at that resolution on your device: Black Island, 1922,After Maria,Birders
  • High dynamic range: These titles will show the Dolby Vision or HDR label if high dynamic range is available on your device: Our Planet, Lost in Space,The Sea Beast

The default settings should be fine but you can double-check them to make sure they haven't been set to a lower quality. Go to Playback Settings for the profile you want to watch with and make sure Data usage per screen is set for the target quality:

• 4K: High or Auto
• 1080P HD: High or Auto
• 720p HD: Medium, High, or Auto

You can change the subtitles, captions, and audio language for many TV shows and movies. Netflix shows 5-7 relevant languages on TV and TV-connected devices based on your location and language settings. For iPhone, iPad, Android phones and tablets, and web browsers, you’ll see all available languages for a title. For downloads, Netflix shows the 2 most relevant languages.

To use subtitles, captions, or choose audio language:

1. Open Netflix.
2. Select a TV show or movie.
3. Begin playing and tap on the screen.
4. At the top or bottom of the screen, select Audio & Subtitles
5. Change your audio or subtitle selections.

NOTE: Subtitle and audio preferences aren't saved when viewing most Kids titles from an adult profile. They are saved when viewing from a Kids profile.

For titles available with Subtitles for the Deaf and Hard of Hearing (SDH), look for the SDH badge on a title's details page.

NOTE: Some TV shows may not have SDH available for all seasons or episodes.

To watch Netflix on your TV, you need a device with the Netflix app. The Netflix app is available on many:

To use subtitles, captions, or choose audio language:

• Smart TVs
• Set-top boxes
• Blu-ray players
• Game consoles

On Netflix-ready TVs, the Netflix app is on the main menu or home screen. If your TV has an app store, search for Netflix to see if the app is available.

For titles available with Subtitles for the Deaf and Hard of Hearing (SDH), look for the SDH badge on a title's details page.

On TVs that don't have the app, you can use a streaming media player or a mobile device to watch Netflix on a TV.

For more troubleshooting info concerning your Netflix account, visit https://help.netflix.com/en