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

[Taggy2]

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

[DarrenDev]

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.

[Taggy2]

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

[Taggy2]

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

[DarrenDev]

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.

[Taggy2]

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

[DarrenDev]

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.

[Taggy2]

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

[DarrenDev]

"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.

[Taggy2]

Nice one, cheers Darren ...

I'll wait until the scheduled Thursday call back.