topic Re: Netflix not working after move from BT to EE in TV

Netflix not working after move from BT to EE

MariaFD — Wed, 23 Oct 2024 13:48:03 GMT

On recent renewal, we were encouraged to move from BT to EE Broadband /TV/Mobiles. Nothing but problems with TV and Mobiles since. Currently the main issue is ....

Netflix Basic is to be included but when I sign in, my account is suspended until I add a payment card after which I will be charge £4.99/month. Various people in Connections have tried unsuccessfully to resolve. For days, we have been awaiting a follow up call so now have to face the canned music and hours on the phone while we get bounced around again!

Re: Netflix not working after move from BT to EE

Profile closed — Wed, 23 Oct 2024 14:42:22 GMT

We had NF HD via BT’s “TV” package. No ads. £11 odd pm. Renewal came round and they wanted £20+. Rang up to cancel, knowing I could subscribe direct, but accepted a discounted deal at £12pm. “Oh by the way, we’ll send you a new router”. What was not explicitly explained was that the NF plan would now include ads (in other words, we’re paying slightly more for an inferior plan) and that the new router was the start of a process transferring us (Fibre, TV, and SIMs) to EE. Big mistake. Huge mistake. I’m still battling to get back to the same level of functionality I had w BT.

Be that as it may, seems EE/NF are not recording that your NF service is being billed by EE. If you can access your Billing section in the EE app, does it show you have TV? If it does, tell NF support. If it doesn’t, try 150 again to add it. IIRC, you can drill down to a TV advisor, and even arrange a call back. Or do as I did, and email BT/EE CEOs.

Good luck.

Re: Netflix not working after move from BT to EE

MariaFD — Wed, 23 Oct 2024 15:31:50 GMT

Many thanks for taking the time to reply. We are so frustrated with the whole thing. Have spoken to EE TV tech team numerous time and still not resolved. Literally hours on calls. Currently awaiting a callback. Also wish we'd never left BT! Big problem with the mobiles too. Assured us we'd keep our roaming which we haven't. They've partly resolved this with a gesture of goodwill.

Re: Netflix not working after move from BT to EE

DarrenDev — Wed, 23 Oct 2024 17:04:22 GMT

Unfortunately your account is suffering with data integrity issues that the ordering system cannot resolve. Attempts to fix it with multiple attempted orders haven't worked. The agent you were speaking to this afternoon has tried to call you back, but no response.

The fault is still open, and will be followed up on Friday - it cannot be dealt with at the moment due to the stuck open order on your account which needs to be cleared first.

Re: Netflix not working after move from BT to EE

MariaFD — Wed, 23 Oct 2024 18:25:24 GMT

This has been going on for almost 3 weeks and you are the first person to detail the issue which I appreciate, thank you. We have spent upwards of 11 hours on the phone to EE being bounced from Billy to Jack. My husband got cut off on a call to day and the rep did try to call back but that call got cut off too and he didn't try again. There have been other attempts to call us that have been missed as at work etc. We were supposed to have a booked call on Monday afternoon between 3-5 (arranged with Pete on Sunday) - we waited in and nobody called. So how does a 'stuck open order get resolved' and who left it stuck open in the first place?! - not us. How does it get unstuck? Presumably it's been stuck from the outset in which case why wasn't it sorted sooner if this is the diagnosis. As you can see, we are utterly fed up to put it mildly. Why does it have to wait until Friday to follow up. Is someone going to call again. We will be available from 9-11am tomorrow morning or 4-5pm. We've also had problems with our mobiles but that's another story!!

Re: Netflix not working after move from BT to EE

MariaFD — Wed, 23 Oct 2024 18:27:18 GMT

I accidentally clicked solution. It isn't so please pass on my message. Thanks

Re: Netflix not working after move from BT to EE

MariaFD — Wed, 23 Oct 2024 18:37:51 GMT

I'm new to this forum and accidentally clicked 'Soloution'. Which it isn't. In case this means you might not read my reply, I thought I'd send it again ...

Re: Netflix not working after move from BT to EE

Profile closed — Wed, 23 Oct 2024 18:59:52 GMT

I feel your pain. Every one of our services has had/still has issues - BB, TV, Mob. We thought everything would just transfer over and essentially be just a change of logo.

Far from it.

I’ve been w BT since the 70’s and was subjected to a credit check, demand for ID, and have to pay 3 monthly bills before I’m allowed to have the same functionality I had w BT.

If only I could go back in time.

Good luck 🤞

Re: Netflix not working after move from BT to EE

Rach_H — Thu, 24 Oct 2024 11:27:12 GMT

Hi @MariaFD

It is likely that the team are working on your account in the background, and that there is a reason this won't be updated until Friday. I'm sure the team will reach out once they do have more information, and will be happy to help.

Rach

Re: Netflix not working after move from BT to EE

MariaFD — Thu, 24 Oct 2024 16:25:56 GMT

We are on hold waiting for them right now .... yet again! I'm afraid it's not good enough saying that they are still working on it nearly 3 weeks later as nobody from the department has updated us. They call randomly when we are not available to take the call and then no follow up .... what's wrong with emailing us an update and booking a call time that will actually suit?

We will be seeking a refund for our first month's TV once it is eventually sorted - perhaps you can tell me who to speak to to request this?

We are also waiting for an EE staff member to call us to talk us through activating new SIM cards as our new mobile contract has also been a mess - we were mis-informed by BT on EU roaming. He was supposed to call on Tuesday and still hasn't. Perhaps you could chase please. We are available this afternoon - if he is not available, then someone else in his department. We are travelling again soon so need it sorted at asap!!

Re: Netflix not working after move from BT to EE

Profile closed — Thu, 24 Oct 2024 12:52:20 GMT

Good luck Maria. After our experience with being passed from pillar to post in 150, calls cut off, promised calls back not done, I ended up emailing BT/EE CEOs, and *still* couldn’t get anyone to take overall ownership across BB, TV, and mob. They just can’t do it. It’s like dealing with 3 different co’s, hamstrung by a “computer says no” mentality and particularly in the mob side, unable to distinguish between brand new customers walking in off the street, and long standing BT customers with a perfect payment history.

On mob it took at least a week and intervention from Mob Tech to get our old BT numbers to fully port over. I was getting calls and txts on my temp number from the NHS wanting to contact some poor soul. Today’s call from Executive Complaints confirmed I have to wait 3months to get back to the app functionality I had w BT, but gave £20 credit on ea phone🤷🏼

Still waiting for a c/b on the BB side.

TV I’m left paying slightly more for an inferior offering (NF w ads) which the BT/EE advisor didn’t mention. But they did send me an extra mini box which is proving useful in the kitchen, so 🤷🏼

If only there was a go back button.

Good luck

Rgds Mike

Re: Netflix not working after move from BT to EE

Rach_H — Thu, 24 Oct 2024 16:30:06 GMT

I do understand that it is far from ideal that this has taken longer than we would've liked @MariaFD, and if you speak with the team they will be able to discuss compensation options with you.

Rach

Re: Netflix not working after move from BT to EE

MariaFD — Thu, 24 Oct 2024 16:45:38 GMT

Another long time on calls today and still not sorted.

Changing our mobile contract with these new SIM cards doesn't seem possible unless we are transferred temporarily to PAYG. How ridiculous.

On the mobile front, we have decided to leave EE at the earliest opportunity which is in about 2 weeks ... can't wait!! We'll get a significantly cheaper deal including roaming elsewhere so, win win.

We'll persevere a bit longer with the Broadband and will absolutely be seeking compensation. The whole scenario beggars belief.

Re: Netflix not working after move from BT to EE

Profile closed — Thu, 24 Oct 2024 17:01:50 GMT

"Changing our mobile contract with these new SIM cards doesn't seem possible unless we are transferred temporarily to PAYG. How ridiculous."

This is simply porting over the phones you had with BT? Wow. I thought they treated me like sh*t.

I made the mistake of looking at the wiki on EE. The "criticism" section is an eye opener.

Looks like I've transferred to the Ryanair of the BB/telco industry.

Re: Netflix not working after move from BT to EE

MariaFD — Thu, 24 Oct 2024 17:14:39 GMT

Maybe even Wizz Air😂!

My understanding is that we would in effect be upgrading to a plan with roaming on which EE would give us a discount each month as a gesture of good will. I fail to understand why we even need a new SIM to upgrade a plan. Have completely lost trust so makes no sense to stay with EE mobile after all this! Great prices including roaming, via Uswitch, at O2.

We'll persevere with the broadband/Netflix for now but will be doing our homework before end of contract.

Re: Netflix not working after move from BT to EE

Profile closed — Thu, 24 Oct 2024 18:30:31 GMT

What I think isn’t made at all clear is that moving across to EE from BT is not just a re-brand/new logo exercise. It’s switching to a new provider for all products, despite the adverts talking of “powered by BT”.

Running a credit check on me and requiring me to “pass” security for 3 months I found offensive, and told them so.

Made no difference. But I’m at a point in life where avoiding 3 separate bills in favour of 1 consolidated (as I had w BT) makes life simpler, so I’m just going to have to stick it out.

I had my issues occasionally w BT. But I never regarded them as Wizz Air style chancers 🤷🏼

Re: Netflix not working after move from BT to EE

MariaFD — Mon, 28 Oct 2024 11:56:07 GMT

Perhaps you can help again, please....

If it was followed up last Friday, then Netflix still isn't working. We are now faced with yet another call which will inevitably involve being ages on hold followed by being passed from Billy to Jack and no solution yet agin! We have spent over 12 hours on the phone to EE since we moved from BT on 9 Oct!

Is there a way to have Communications/Tech team or whoever is supposedly working on the problem to call us at a nominated time? It is pointless them calling at random times as we are at work/appointments/meetings and liable to miss them as has happened in the past. So fed up with the service we are getting. It actually couldn't be worse

Any help will be much appreciated

Re: Netflix not working after move from BT to EE

DarrenDev — Mon, 28 Oct 2024 15:38:41 GMT

@MariaFD I've asked a colleague to intervene and take over this fault. They'll be in touch to let you know when it's fixed (there's nothing needed from yourself, so no point wasting your time on the phone).

Re: Netflix not working after move from BT to EE

MariaFD — Mon, 28 Oct 2024 15:58:27 GMT

Thank you, Darren. Since my earlier message, we braved 150 again!! Eventually got through to someone very helpful who is also chasing. She explained that the issue has been diagnosed and actioned (commenced as you said on Friday 25th). It will however take be 5 working days to resolve and we should receive a call at our preferred time on Friday afternoon. She also confirmed that we are not being billed until it is resolved.

This has all been very helpful. It's such a shame that this couldn't have been communicated to us by the team earlier - it is beyond me why they couldn't have emailed updates rather than letting us continue going around in never ending circles for 3 weeks and wasting everybody's time! Randomly timed callbacks just don't work for many people. Perhaps you could feed this back.

I appreciate your help and it's been great getting targeted help on here. Thanks again

Re: Netflix not working after move from BT to EE

DonH2 — Sat, 28 Dec 2024 08:26:10 GMT

Good Morning,

Hoping you can also please help. We have had identical issues with Netflix ,numerous advisors either saying Netflix either is or isn't included in our recent upgraded package. A manager confirmed before Christnas that it definitely was included and that is was a data integrity issue. He never called back after promising to do so. However this is still deactivated due to BT cancelling it. We have been charged the past few months extra for Netflix. We now don't have access to Netflix.i have spent hours trying to resolve this. Can you help please. Thanks Donna