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]

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

[Rach_H]

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

[MariaFD]

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.

[Minkey1]

"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.

[MariaFD]

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.

[Minkey1]

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 🤷🏼

[MariaFD]

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

[DarrenDev]

@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).

[MariaFD]

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

[DonH2]

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