topic Re: 4GEE home router 3 - won't play Netflix in Mobile Broadband

4GEE home router 3 - won't play Netflix

sezgrump — Wed, 05 Oct 2022 14:18:11 GMT

I have a new 4GEE home router 3, everything has connected except my 2 teles cannot get netflix to work on them. catch up (bbc i player etc ) and disney plus are fine but netflix wont get past either 0%, 25% or sometimes 76% then I just get a message saying cannot use come back later. customer services say cannot help only thing is work ongoing on local mast that is not finished until dec!!! very frustrated. netflix worked perfectly on previous broadband supplier even though my speed with BT was only 5mg - tests show get 11 to 17 now sometimes 7 or 9 but only need 1mg for netflix - can anyone help? many thanks

Re: 4GEE home router 3 - won't play Netflix

Jon_K — Wed, 05 Oct 2022 16:20:03 GMT

Hi @sezgrump.

Welcome to the community.

Are you able to stream on other devices?

Can you disconnect the TV then reconnect to the WiFi Device?

Jon

Re: 4GEE home router 3 - won't play Netflix

sezgrump — Wed, 05 Oct 2022 16:39:16 GMT

Hi Jon,

Thank you for your reply

yes it streams on my old tablet. I have disconnected the tele and and reconnected, the Lan is plugged in between the tv and the router and it still goes up to 25% and stops dead. I have followed all the netflix tips to get it to work and it just won't. Disney + works on this tv - its a samsung smart tv and Netflix worked perfectly on the old broadband. I just dont know what else to try.

would putting tv back to factory settings make any difference?

Re: 4GEE home router 3 - won't play Netflix

Jon_K — Wed, 05 Oct 2022 17:12:52 GMT

Thanks @sezgrump.

So it's just Netflix, as other apps like Disney do work?

I'm not sure why this would be happening.

You could try getting in touch with our Tech Gurus about this. I'm not sure resetting it would make a difference, but you could try.

Jon

Re: 4GEE home router 3 - won't play Netflix

sezgrump — Thu, 06 Oct 2022 08:19:42 GMT

thanks again Jon - I wont try resetting the tele as Netflix did work previously

just Netflix - all others ok

did talk to the tech people but basically cannot help - just mentioned work on a mast nearby that is not complete until Dec. everything they did showed no problems which is why I dont know what to do next!

Re: 4GEE home router 3 - won't play Netflix

James_B — Thu, 06 Oct 2022 08:22:04 GMT

Hi @sezgrump,

Have you tried deleting the Netflix app and reinstalling it?

James

Re: 4GEE home router 3 - won't play Netflix

sezgrump — Thu, 06 Oct 2022 17:16:39 GMT

Hi James

No I don't think I have - have signed out and signed back in, not sure I know how to delete it from the tele and reinstall - am not brilliant at all the tech although I am learning as this has been going on and on

EE tech gurus have escalated (after 3 hrs on the laptop this morning) a while ago it seems this was a known problem with EE privacy settings and Netflix - this was a year ago on this forum - person had exactly the same issue as me. couldn't solve it and eventually left EE.

I will give it a go deleting Netflix and reinstalling. many thanks

Re: 4GEE home router 3 - won't play Netflix

Christopher_G — Fri, 07 Oct 2022 06:48:06 GMT

Keep us updated on what happens please, @sezgrump.

Chris

Re: 4GEE home router 3 - won't play Netflix

sezgrump — Fri, 07 Oct 2022 11:20:23 GMT

will do, it has been escalated and I should have a reply within 2 days and I will update the pages here.

I am not going to try uninstalling and reinstalling Netflix on my TV as it came with it and it did work perfectly with my previous broadband.

here are some prev chats from earlier in the year which give me some concern

Agree it’s an EE issue. But they won’t recognise this fact. There has got to be a server somewhere in EE which checks permissions and this has not been set. All technical representatives you speak to don’t have the technical knowledge to realise it’s not setups on your equipment but a hidden software issue which they are not prepared to allocate resources to.

Even when people leave in droves to go to vodaphone(because it works!) they will not take action. They say it’s mast maintenance etc. Unbelievable!

It is not a configuration issue. EE has accepted the problem ages ago and
relates to security protocols.
This is an issue that has been going on for years and sporadically causes
problems.
**** I will wait and see what happens over next couple days from the escalation but am feeling pretty hopeless and may have to go somewhere else in the end which I DON'T want to do as everything else works perfectly******************************

Re: 4GEE home router 3 - won't play Netflix

EssexBoyEE — Fri, 07 Oct 2022 14:42:27 GMT

Check the APN Settings within the Admin Area of your 4G Router, is the APN Profile set to IPV4/6, if set try setting this to IPV4 Only and while your there check and change the Authentication to PAP. You may have to create another EE Profile in order to Change this, then set and Save the New Profile as Default then Reboot the Router.

Whilst the Router is Rebooting, Restart your TV (and any Sticks or Boxes connected to the TV) and ALL Other Devices connected to the Router at the same time.

Re: 4GEE home router 3 - won't play Netflix

sezgrump — Fri, 07 Oct 2022 17:54:30 GMT

Thank you EssexBoyEE - I will try your suggestion this weekend, I did see something like this on previous threads and it appeared to work for that person. your instructions are clear so hopefully I can follow and sort. not brilliant at tech stuff.

thanks again - I will let you know how I get on.

Re: 4GEE home router 3 - won't play Netflix

sezgrump — Sun, 09 Oct 2022 14:13:27 GMT

Hi - I followed above instructions (easier than I thought) but Netflix still wont work, goes up to 25% and then buffers. unless I have done something wrong - everything else works, reset all devices and again everything works perfectly except Netflix.

am at my wits end!

will chase EE again tomorrow as have heard nothing from the escalation yet but if they cannot help I see no alternative than to go back to old BB provider.

what a pain!

Re: 4GEE home router 3 - won't play Netflix

Jon_K — Mon, 10 Oct 2022 07:06:34 GMT

Thanks for trying this, @sezgrump.

Let us know how you get on after speaking with our Customer Care team.

It sounds like an investigation ticket may have been raised.

Jon

Re: 4GEE home router 3 - won't play Netflix

sezgrump — Mon, 10 Oct 2022 13:15:33 GMT

Hi All

I have spent 2 hrs on an e chat - outcome was they are working on a mast, will email me when its done - this is due to be completed in Dec 2022 - no trace of an escalation

1hr on phone to tech support who ask me to take 3 speed readings over next 72hrs and they will ring me back on 13th - I hope they do

in meantime I have a call booked in with consumer organisation Which with their tech support on weds to see if they can help.

if nothing has been achieved by the end of the week I will have to leave EE. I have spent 2 weeks trying to sort this out and my mental health is suffering - will let you all know how it goes

Re: 4GEE home router 3 - won't play Netflix

Jon_K — Mon, 10 Oct 2022 14:29:28 GMT

I'm sorry this has taken up a lot of time, @sezgrump.

It sound promising that you're getting a call back to take speed test readings, this indicates an investigation ticket will be opened for you to try and find a fix.

Jon

Re: 4GEE home router 3 - won't play Netflix

EssexBoyEE — Mon, 10 Oct 2022 15:07:32 GMT

This isnt going to help you long term but as a Test one thing you could try is to switch off 4G or switch the Router to 3G Only and see if Netflix Plays (Note: 3G will be a lot slower so if it does stream it will probably buffer but let's see if you get past the initial Buffering stage or you could pause the Stream for a while to see if the buffering catches up).

If the above does not work, then this kind off points you in a direction that the issue is local to your Set Up, ie, Router Settings, LAN Settings or Device incompatibly issues etc to name a few. If this test does work on 3G (be it a bit slow) then this would suggest to me that it is not a Local Set Up issue, but more of an EE Internet Gateway issue on 4/5G, ie could possibly be APN Profile Setting but if the settings are correct then more likely the way EE handle the IPV4 or 6 gateway through their Network.

Dont forget to put the Router back to normal when done.

Re: 4GEE home router 3 - won't play Netflix

sezgrump — Tue, 11 Oct 2022 12:07:39 GMT

Thank you EssexBoyEE

I will try and change to 3G - not sure how - but have gone to admin page and now its saying my password is incorrect. it isn't, I write them down. now it says need to reset device. have reset router and laptop but still says wrong password, does not tell me how to change the password either.

can you help?

to say I am fed up is an understatement!

Re: 4GEE home router 3 - won't play Netflix

sezgrump — Tue, 11 Oct 2022 14:17:40 GMT

have sorted my admin password out but had to reset so profile is back to default. I can't see how you turn off 4G and use 3g - please can you advise me how

Many thanks

Re: 4GEE home router 3 - won't play Netflix

sezgrump — Wed, 12 Oct 2022 13:31:20 GMT

Hi everyone

after speaking to the man from Which Consumer association I have put my O2 sim from my mobile phone into the 4GEE router and guess what Netflix works perfectly on the TV and every where else so I guess it proves what has been said in threads from last year that the problem is with EE. I cannot understand why EE have not addressed this as it has been happening for last 2-3yrs it seems.

I shall wait to see if EE ring me back tomorrow (as they have promised) and explain what I have found if

they cant resolve it, I will ask to be released from my contract so fingers crossed they can

thanks everyone.

Re: 4GEE home router 3 - won't play Netflix

sezgrump — Sun, 16 Oct 2022 10:49:47 GMT

Hi All

EE did not ring me back as promised so I have raised a complaint - this was last friday. nothing heard from them yet.