topic Re: EE TV order still hasn't 'completed' ... No Netflix, no Now TV in TV

EE TV order still hasn't 'completed' ... No Netflix, no Now TV

Taggy2 — Thu, 18 Apr 2024 20:07:29 GMT

Hi, I moved from BT Broadband and Sky TV, to EE Broadband and EE TV, go live date 12th April.

The order won't fully 'complete' because of some issue re de-activation of BT Digital voice, meaning I can't view my EE account details properly and have no Netflix and Now TV, until that happens.

Live TV and Broadband is working great, just these last bits. Numerous calls to Customer Service and we're a week in now.

Anyone else had this?

Cheers

Re: EE TV order still hasn't 'completed' ... No Netflix, no Now TV

DarrenDev — Fri, 19 Apr 2024 07:24:47 GMT

Your Now TV account is showing as fully active @Taggy2 and you have set your password (same email address you used for your EE ID) - is it not working for you?

I can't specifically check your Netflix account, but it should be active on the same email address.

The online services for TV accounts are currently limited - they're working on it. You can call us if you need to make any changes to your package in the meantime.

Re: EE TV order still hasn't 'completed' ... No Netflix, no Now TV

Taggy2 — Fri, 19 Apr 2024 17:06:51 GMT

Hi Darren, unfortunately not. Neither Netflix, nor Now TV are 'linked' to my new EE Full Works Subscription and are currently unuseable (although I take your point that it looks OK in the background, the reality for me is that they're both asking me to set up paid subscriptions, when they're included in my Full Works and aren't working for me as an end user).

I'm told that the whole order can't be closed specifically because the Digital Voice stop element from my previous BT Broadband service hasn't been handled properly. It sounds ridiculous and is, a week after everything was due to start on 12th April. EE Broadband is great though. The TV side of things, very frustrating.

If you can help me out with it, I'd be extremely grateful, as I have the family on at me now about the Netflix for a second week!!

I'm currently on hold again to talk to them about it and where the complaint is up to (they suggested we do that, so it didn't get lost in the system).

Cheers

Re: EE TV order still hasn't 'completed' ... No Netflix, no Now TV

Taggy2 — Fri, 19 Apr 2024 17:18:32 GMT

Think Now TV looks ok now, but Netflix still not.

My son also recently got EETV and received the Netflix email to activate and specifically link it to EETV subscription.

I've never had that email and Netflix say I need to resolve with EE. EE say it's one of the things that won't have happened, because of the whole order not 'completing' correctly. So, I'm in Netflix limbo, a week into my new services.

The link on the original email I received on order day, from EE doesn't work unfortunately, just takes me on a loop around my own EE account, but unable to activate my Full Works linked Netflix.

Cheers

Re: EE TV order still hasn't 'completed' ... No Netflix, no Now TV

DarrenDev — Mon, 22 Apr 2024 14:28:00 GMT

Sorry for the delay in getting back to you - I've not seen the Netflix activation flow from EE yet, so wanted to check how it worked.

I'm told you should have received an email linking you to https://ee.co.uk/go/partneractivate - once authenticated, it should then take you through account activation. Have you tried this?

I've confirmed that the Netflix part of your order has completed, so the the DV being stuck really shouldn't be affecting anything.

Re: EE TV order still hasn't 'completed' ... No Netflix, no Now TV

Taggy2 — Mon, 22 Apr 2024 14:38:20 GMT

Hi Darren, thanks for your message. Unfortunately, clicking that link still just takes me into a loop, into my EE account, but of not being able to activate Netflix (the option isn't even there) ...

It's not in manage, or get extras and when I try and access Netflix externally it just tells me my account is on pause and I can't watch anything.

Are you possibly able please, to arrange for the Netflix email (same as was sent to my son) which he used to activate and link his Netflix? It sounds like we're close, but just not there yet ...

I attach a screenshot of his email, but I've never received one of these ...

Cheers

Re: EE TV order still hasn't 'completed' ... No Netflix, no Now TV

DarrenDev — Tue, 23 Apr 2024 08:26:44 GMT

Unfortunately I cannot explain why you haven't received an email, or why you cannot activate Netflix. The system shows that the Netflix part of your order completed successfully, even though many other parts of it are still stuck.

I can see you have 2 active complaints open, with your next callback scheduled for Thursday evening. I've raised an additional technical ticket for our specialists to dig deeper - let's see who gets there first.

Sorry for the very long time this is taking to resolve.

Re: EE TV order still hasn't 'completed' ... No Netflix, no Now TV

Taggy2 — Tue, 23 Apr 2024 11:27:30 GMT

Thanks Darren, it is a frustration and I'm not a serial complainer, but your CS guys have recommended that I raise complaints to get the best response, the second one on Saturday said better to have two people on it than one, but then the person on the first complaint noticed that the second one has been raised and therefore didn't do yesterday's call back on the first one (I wish I was making it up) ... and sent me a text about it, that doesn't allow replies ... 🙈

Nutshell is, I've trusted EE and moved away from Sky and BT for the first time in many years and I kind of wonder if I should have now (although I know about EE & BT and the merger) and the broadband element is working well.

Should I contact BT myself about the digital voice element, still lingering on my previous BT account? Might that help?

I did receive an email from EE on 15th March, confirming that Digital Home Phone was stopping on 12th April (which was my EETV & Broadband go live date). Extract attached.

What all that has to do with Netflix though, is beyond me ... 😏

Cheers

Re: EE TV order still hasn't 'completed' ... No Netflix, no Now TV

DarrenDev — Tue, 23 Apr 2024 11:35:33 GMT

"better to have two people on it than one" was just a silly thing for the agent to say, as both complaints will follow the same route, ending up with the same technical team to investigate. I did see the note saying the first agent was delaying the callback due to the second complaint.

I wouldn't recommend calling again. You have 2 complaints, plus the technical investigation I raised this morning. One of them will get to an answer - if DV is the cause, then that will be sorted too.

Re: EE TV order still hasn't 'completed' ... No Netflix, no Now TV

Taggy2 — Tue, 23 Apr 2024 11:39:23 GMT

Nice one, cheers Darren ...

I'll wait until the scheduled Thursday call back.

Re: EE TV order still hasn't 'completed' ... No Netflix, no Now TV

DarrenDev — Wed, 24 Apr 2024 09:08:47 GMT

Your open orders are now all closed, and your BT account is closed too. Would you be able to check Netflix activation one more time please? If it still fails, we should be able to remove/add it again to trigger the account creation again.

Re: EE TV order still hasn't 'completed' ... No Netflix, no Now TV

Taggy2 — Wed, 24 Apr 2024 10:45:15 GMT

Hi Darren, thanks for the update, but I still can't get into Netflix, unfortunately. I've tried using the Activate Netflix from my original order email but that still doesn't work, just sends me on a loop around my EE Account, but there's nowhere to activate Netflix, nor is it in my Extras, or Get Extras section.

If you could provide me with a fresh link to do that in an email, that would be great thanks.

(I've also tried with Netflix directly again and it still just says my account is on pause and the only option is to add a paid for service, rather than Netflix being linked to my Full Works TV package and paid within my EE TV Bill).

There's one more thing in my account that it doesn't show the discount from the time of ordering in March, so can you please leave the complaint open for me, as I'll also need to discuss that. Think I'm due a call Thursday 5-7pm sometime, or maybe one this afternoon too.

Cheers

Re: EE TV order still hasn't 'completed' ... No Netflix, no Now TV

Taggy2 — Wed, 24 Apr 2024 21:17:44 GMT

Update ... I received a callback today.

To try and get Netflix back the CS agent went through the procedure of factory resetting the box, which was designed to trigger the usual Netflix activation procedure when we set it up again.

Nutshell, we went through it screen by screen and as advised by CS I then clicked Start Paid Membership, as it also said Billed by EE on that same screen. Now, while that did enable Netflix, I now think it's done it in the wrong way. As my account has now started showing information for the first time and has added the £10.99 monthly Netflix cost to my monthly EE charges, when it should be included at no charge in my Full Works TV.

Additionally (subsequent to above) there's now an Activate Netflix section that's appeared in my account. But, when I click that, it just comes up with an error message. I guess because I already have a (paid, not free) Netflix on my account.

I think we now need to reverse that procedure that we did today, take off the Netflix we put on earlier and then do the activate Netflix option to link the free one. What do you reckon Darren.

Hoping this makes sense, as I'm losing the will a bit here ... all I ever did was order TV and Broadband and want it to work ... 😏

Cheers

Re: EE TV order still hasn't 'completed' ... No Netflix, no Now TV

Taggy2 — Tue, 30 Apr 2024 22:00:06 GMT

Incredible ... still no 'correct' Netflix.

Last night received another call back and was put through to a team in Merseyside. The guy assured me that the incorrectly applied (paid version of Netflix, applied step by step, while on the phone to CS) Netflix was now definitely removed and I would receive a call back at 7pm today and his colleague would be able to link my Full Works Netflix, so that that was the one I would be watching.

Never happened. Been asking EE to sort this since 12th April. Why? And when?

Not covered yourselves in glory here. CS are great when you're on the call with them, but ultimately the problem persists.

Re: EE TV order still hasn't 'completed' ... No Netflix, no Now TV

SKB69 — Fri, 31 May 2024 20:26:47 GMT

Omg you wouldnt believe the trouble I've had....started 29th April still not sorted. I have a complaint pending spoken to at least 10 different people over the last month. I cant view stuff on my app i have no Netflix not even sure whats going on with Apple tv. It took at least 3 weeks to swap me from BT to EE as the accounts were stuck in some god forsaken cyberspace that no one could access. Was told on monday someone from the offline team would be sorting the account to complete the order and they would get back in touch and I've heard jacks**t from anyone. Ive lost the plot with them now, customer service is ridiculous and to add salt to the wombs they keep sending me txt messages saying please send us your equipment back which i did promtly and i have sent them the tracking numbers of postage but they still keep sending me reminders. Oh and the number of txtes and emails saying sorry you are leaving and we have stop your EE which i presume are automated messages. I now have to chase them up once

again for the 100th time for someone to tell me some other department will sort it out. ..... #shouldhavegonetoVirgin

Re: EE TV order still hasn't 'completed' ... No Netflix, no Now TV

Taggy2 — Sat, 01 Jun 2024 10:54:32 GMT

It was so painful and so many calls to CS ... I left Sky TV to join EETV, as we don't have Virgin availability ... had been with BT for Broadband beforehand.

Took about a month, from actual go live date and 'think' it's all sorted now. Netflix works and so long as they take the correct amount for my next bill, all should be OK ...

Now ... you've reminded me about Apple TV ...

Good luck, it's really frustrating at your part of the broken process and you know there's lots of others it's happened to, you're not alone, even though they'll indicate it's never happened before ... it has!!

Shame, as it's great when it's up and running ... 😏

Re: EE TV order still hasn't 'completed' ... No Netflix, no Now TV

SKB69 — Sat, 08 Jun 2024 10:44:15 GMT

Mine still not resolved callled 23/5/24 Ishy told me that the offline team would be fixing this for me.......😂😂 and that someone will get back to me ....😂 fast forward to the 3/6/24 had to explain all again to Zahn who went to Data Integrity and they said basically nothing they can do until it sorts out.....no date on when that will be we do apologise we have sent you a £30 credit off your next bill. Then they said we suggest you subscribe to netfilx independently then when its fixed we can reimburse you.....I said that £30 won't even cover the phone calls to you over the last 6/7 weeks and im not prepared the do that with netfix then try and explain that to someone on your team and they know nothing about it, he said i will put a note on ur account, i said not sure theres any more room for notes as they have said that on many occasions and still no one knows whats going on. So I still cant access my bill, no Netflix no apple tv, no ultimate game pass oh and forgot to mention they changed my phone number without informing me and family abroad couldnt get intouch until they sent a message saying your phone lines not working..... unbelievable no one seems to know anything i think they are all just winging it. So as my order is not complete i presume i can jump out of it at anytime......the guy i spoke to said i wouldn't blame you......😮

I've had it with them the incompetence of such a big company is ridiculous would never recommend them, oh and i pay extra for HD & 4K and i know with virgin all the ITV2 ITV4 etc and other not so popular channels are HD they aren't with EE.... so why am i paying extra for HD in this day and age it should all be HD.

Im fuming🤬🤬🤬

Re: EE TV order still hasn't 'completed' ... No Netflix, no Now TV

SKB69 — Sat, 08 Jun 2024 11:04:32 GMT

Oh yes and still the letters come saying return your kit.....you couldnt make this up