4GEE home router 3 - won't play Netflix

sezgrump · ‎05-10-2022

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

sezgrump · ‎19-10-2022

Hi All,

I have solved my issue - well tech experts from Which consumer group have. They advised to reset the DNS

settings on my TV

I have looked into your TV an you should be able to change this directly from the TV settings, try the following steps:

Go to Menu > Settings menu > Network > Network status.
Click Network status.
When the check is complete, click IP Settings.
Choose the DNS setting and select Enter manually.
Enter either of the two options into the DNS settings:

Primary DNS: 8.8.8.8
Secondary DNS(if asked): 8.8.4.4

this was very easy and completed in a minute and everything worked perfectly.

I believe you can reset the DNS settings on the router, I do feel that the tech gurus from EE should have known this as I know I am not the only one to have had this problem.

Gary from EE did ring me yesterday and has arranged a £30 credit to my account and apologised so this ends this chapter.

thank you for all your help guys - it was much appreciated.

View solution in original post

Jon_K · ‎05-10-2022

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

sezgrump · ‎05-10-2022

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?

Jon_K · ‎05-10-2022

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

sezgrump · ‎06-10-2022

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!

James_B · ‎06-10-2022

Hi @sezgrump,

Have you tried deleting the Netflix app and reinstalling it?

James

sezgrump · ‎06-10-2022

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

Christopher_G · ‎07-10-2022

Keep us updated on what happens please, @sezgrump.

Chris

sezgrump · ‎07-10-2022

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******************************

EssexBoyEE · ‎07-10-2022

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.