4GEE home router 3 - won't play Netflix

[sezgrump]

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]

Thank you EssexBoyEE - I will try your suggestion this weekend, I did see something like this on previous threads and it appeared to work for that person. your instructions are  clear so hopefully  I can follow and sort. not brilliant at tech stuff.

thanks again - I will let you know how I get on.  

[sezgrump]

Hi - I followed above instructions (easier than I thought) but Netflix still wont work, goes up to 25% and then buffers. unless I have done something wrong - everything else works, reset all devices and again everything works perfectly except Netflix.

am at my wits end!

will chase EE again tomorrow as have heard nothing from the escalation yet but if they cannot help I see no alternative than to go back to old BB provider.

what a pain!

[Jon_K]

Thanks for trying this, @sezgrump.

Let us know how you get on after speaking with our Customer Care team.

It sounds like an investigation ticket may have been raised.

Jon

[sezgrump]

Hi All

I have spent 2 hrs on an e chat - outcome was they are working on a mast, will email me when its done - this is due to be completed in Dec 2022 - no trace of an escalation

1hr on phone to tech support who ask me to take 3 speed readings over next 72hrs and they will ring me back on 13th - I hope they do

in meantime I have a call booked in with consumer organisation  Which with their tech support on weds to see if they can help.

if nothing has been achieved by the end of the week I will have to leave EE. I have spent 2 weeks trying to sort this out and my mental health is suffering  - will let you all know how it goes 

[Jon_K]

I'm sorry this has taken up a lot of time, @sezgrump.

It sound promising that you're getting a call back to take speed test readings, this indicates an investigation ticket will be opened for you to try and find a fix.

Jon

[EssexBoyEE]

This isnt going to help you long term but as a Test one thing you could try is to switch off 4G or switch the Router to 3G Only and see if Netflix Plays (Note: 3G will be a lot slower so if it does stream it will probably buffer but let's see if you get past the initial Buffering stage or you could pause the Stream for a while to see if the buffering catches up).

If the above does not work, then this kind off points you in a direction that the issue is local to your Set Up, ie, Router Settings, LAN Settings or Device incompatibly issues etc to name a few. If this test does work on 3G (be it a bit slow) then this would suggest to me that it is not a Local Set Up issue, but more of an EE Internet Gateway issue on 4/5G, ie could possibly be APN Profile Setting but if the settings are correct then more likely the way EE handle the IPV4 or 6 gateway through their Network.

Dont forget to put the Router back to normal when done.

[sezgrump]

Thank you EssexBoyEE 

I will try and change to 3G - not sure how - but have gone to admin page and now its saying my password is incorrect. it isn't, I write them down. now it says need to reset device. have reset router and laptop but still says wrong password, does not tell me how to change the password either.

can you help?

to say I am fed up is an understatement! 

[sezgrump]

have sorted my admin password out but had to reset so profile is back to default. I can't see how you turn off 4G and use 3g - please can you advise me how

Many thanks 

[sezgrump]

Hi everyone

after speaking to the man from Which Consumer association I have put my O2 sim from my mobile phone into the 4GEE router and guess what Netflix works perfectly on the TV and every where else so I guess it proves what has been said in threads from last year that the problem is with EE. I cannot understand why EE have not addressed this as it has been happening for last 2-3yrs it seems.

I shall wait to see if EE ring me back tomorrow (as they have promised) and explain what I have found if

they cant resolve it, I will ask to be released from my contract so fingers crossed they can

thanks everyone.

[sezgrump]

Hi All

EE did not ring me back as promised so I have raised a complaint - this was last friday. nothing heard from them yet.