Netflix not working after move from BT to EE

[MariaFD]

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!

[Minkey1]

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. 

[MariaFD]

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.

[DarrenDev · Accepted solution]

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.

[MariaFD]

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!!

[MariaFD]

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

[MariaFD]

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 ...

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!!

[Minkey1]

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 🤞

[Rach_H]

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

[MariaFD]

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!!