topic Re: TV pro box Netflix app problem in TV

TV pro box Netflix app problem

Gary2paws — Fri, 10 Apr 2026 09:31:14 GMT

Problem with my EE TV pro box Netflix app.

This app keeps kicking me off Netflix after approx 4 minutes of watching on Netflix. This as been happening since end of March and after several reboots of both hub and TV pro box and a new box sent to me. This problem is still happening.

Now I have been told that it's a Netflix update problem and they are trying to fix it. A call to Netflix and I was told they have no record of an update problem therefore, who is telling me the truth? Does anyone else have this problem?

Re: TV pro box Netflix app problem

Gary2paws — Fri, 10 Apr 2026 09:26:52 GMT

Problem with my EE TV pro box Netflix app.

Now I have been told that it's a Netflix update problem and they are trying to fix it. A call to Netflix and I was told they have no record of an update problem therefore, who is telling me the truth? Does anyone else have this problem?

Re: TV pro box Netflix app problem

DarrenDev — Fri, 10 Apr 2026 09:43:01 GMT

We have an ongoing investigation with Netflix into this issue. It's affecting a tiny number of customers, and they've yet to find the cause.

I've added your account to the investigation. Sorry for the inconvenience.

(the other update problem you mentioned was resolved, and specifically prevented the app from even launching - not all issues would be briefed to all helpdesks)

Re: TV pro box Netflix app problem

Gary2paws — Fri, 10 Apr 2026 11:05:13 GMT

Appreciate you adding me to the ongoing issue. I've been using Netflix for look last year on my Pro box with no problems and I'm just finding the recent problem so frustrating and I just want it resolved.

Hopefully soon

Gary

Re: TV pro box Netflix app problem

Savo73 — Sat, 11 Apr 2026 06:36:47 GMT

Hi Darren, im facing the same issue, could you add me in as well please

Re: TV pro box Netflix app problem

DarrenDev — Sun, 12 Apr 2026 13:27:27 GMT

No problem @Savo73 - I've added you

Re: TV pro box Netflix app problem

Richmn — Wed, 15 Apr 2026 18:17:52 GMT

Hi Darren

Im also having the same problem isctherecany progress with resolving this?

Re: TV pro box Netflix app problem

DarrenDev — Thu, 16 Apr 2026 08:40:04 GMT

No update yet @Richmn but I've added your account to the investigation.

Re: TV pro box Netflix app problem

Gary2paws — Mon, 20 Apr 2026 10:18:24 GMT

Hi DarrenDev,

Do you think that Netflix are going to fix this problem because I have been waiting over 4 weeks?

Patience running low.

Re: TV pro box Netflix app problem

DarrenDev — Mon, 20 Apr 2026 10:21:32 GMT

Bugs like this aren't usually quick to fix @Gary2paws - it's affecting a tiny proportion of users, and neither Netflix nor BT have been able to reproduce the problem so far. This makes it much harder to identify the cause.

Every person who reports that they're also experiencing the issue gets us one step closer - the more data we have, the more likely we are to spot the thing that connects them.

Re: TV pro box Netflix app problem

HughHodge1 — Mon, 20 Apr 2026 11:08:39 GMT

Just moved from BT broadband & Tv to EE Broadband & TV. Was sent a new TV Pro box which had the above problem on Netflix. after the usual resets etc and talking to EE about it (No mention of the ongoing Problem with Netflix) they are sending a new pro-box which should arrive today. Meanwhile I decided to revert to my old Pro box which was working fine with Netflix and low & behold the problem was now on the old box as well. So not holding out much hope for the new pro-box arriving today. Doesn't look like a TV box problem.

Re: TV pro box Netflix app problem

DarrenDev — Mon, 20 Apr 2026 11:12:30 GMT

@HughHodge1 I can confirm that we were already aware that it's not specific to the TV Box - but knowing that it only happened after a switch from BT to EE broadband is very helpful, thanks. I'll get your comments and account added to the investigation.

Re: TV pro box Netflix app problem

DarrenDev — Mon, 20 Apr 2026 12:22:31 GMT

@Gary2paws @Savo73 @Richmn @HughHodge1

To help with the investigation, it would be really useful to have specific times to search through logs. Would you be able to please either reply here or email me at eetvsupport@ee.co.uk with:

The time that you started the Netflix app
The programme you selected to watch
The time that the app quit

Just a single example each would be useful, thanks.

Re: TV pro box Netflix app problem

HughHodge1 — Mon, 20 Apr 2026 13:17:51 GMT

I have just been speaking to EE about it and when we were talking about it (he seemed to be unaware of the problem) it happened again when he was monitoring my TV. It would between about1 350 and 1410 ish.

Re: TV pro box Netflix app problem

DarrenDev — Mon, 20 Apr 2026 13:20:05 GMT

Thanks @HughHodge1 - can I ask that you please don't waste your time, or that of the helpdesk, by calling about this issue. They don't get told of every issue on every app/platform, as it would become unmanageable for them. They'll end up following their scripts and going in a loop of sending boxes and engineers.

Re: TV pro box Netflix app problem

HughHodge1 — Mon, 20 Apr 2026 13:23:32 GMT

Sorry . I just selected a random program to watch (it was the first neat the top of the list).When it happened before it was different programs.

Re: TV pro box Netflix app problem

Gary2paws — Mon, 20 Apr 2026 13:43:24 GMT

I've just put my TV and box on and started to watch and use the Netflix app
at 2.37 and it went back to TV at 2.37 .

Time before that it was last night at 9.20pm when the same thing happened.

Time varies from 4 minutes to 12 minutes max once.

Hope it helps.

Re: TV pro box Netflix app problem

Gary2paws — Mon, 20 Apr 2026 13:52:50 GMT

Meant to say that the show I have been going to watch every time is Framed a Sicilian murder mystery.

Re: TV pro box Netflix app problem

Gary2paws — Mon, 20 Apr 2026 13:59:40 GMT

Apologies, git my timing wrong , Started the app to watch Framed a sicilian murder mystery at 2.29 pm and it went back to the TV at 2.37pm . Same programme last night around 9.20 ISH and it went off 4 minutes later. Time varies but result always the same.

Re: TV pro box Netflix app problem

Richmn — Mon, 20 Apr 2026 17:52:35 GMT

Netflix started 18:47 it stopped at 18:40 watching Vikings