"Netflix works on all of our other devices" makes me think of the Netflix limits noted at
It could be something else but since the product is not working I suggest you return it quickly.
I had a Sony bdp 390 and it played fine for the 2 months that I had it, then for some reason it wouldn't connect anymore. I contacted Netflix and they couldn't help. they said that they couldn't communicate with the player so it must be an issue with the player. So I contacted Sony and spent about 2 1/2 hours on the phone with them while they remotely accessed my computer to check my network settings. Netflix works on all of our other devices except for this player. and all other devices are connected via WiFi, so that is all good. Sony couldn't figure it out. So I went and exchanged that Player for a better Model Sony s590 player. Same message came up. I had even connected directly to the modem using an ethernet cable. And it did not help. I did register the player with sony and entered the code and all of that, I have a ps3 and netflix works just fine. But I thought, well maybe its a Sony issue, I returned that player and got a Panasonic bluray.. Same Message comes up!!!! "unable to connect to Netflix" i contacted netflix again, they are able to read the internet speed because my kids were using netflix on the ps3. So netflix says that the internet speed is to slow, I pay for the higher internet speed so I contacted the cable company and I got a new modem/router combo and set everything up. And guess what.... Same Message comes up on the Panasonic player. I am at a loss. I don't know what else to do. Please help!!!!