TV Box Mini Issues

[norwoody]

I’ve been on the new EE TV for just over a month now after some teething issues with the Apple TV box. I’ve been having trouble with frequent connection drops and tv channels not loading on the EE TV mini box I have in my second bedroom. When this happens I’m forced to unplug and turn on the box to get it going again.

I have the smart hub plus downstairs in the living room and a smart WiFi plus mesh unit upstairs, so there should be no issues with WiFi coverage. However whenever I check, on the TV mini box it complains about poor WiFi strength despite every other device in the same room having no issues at all. 

Please advise? As these issues are happening on a daily basis.

[Leanne_T]

Hi @pburness 

Thanks for coming back to me. 

Is Netflix still showing active in your EE account? This should not have been removed at our end for you.

If this is active, could you try resetting the password? 

Leanne.

[Leanne_T]

Hi @Burzum7520 

Thanks for coming here. 

Have you tried the factory reset? 

Leanne.

[pburness]

Hi @Leanne_T 

Thanks for keeping the comms open.

So in my EE App, under TV & Sports it shows Netflix as Premium, with option to manage (switch to standard).

When I go to Netflix app on my EE TV pro (or mini) I get 2 options - Sign in or Join Now (Add Netflix to your EE TV Bill) see image below - Sign in prompts for an email / password, and Join Now informs me I have an account already and that I need to sign in (email / password) again.

I don't believe I have an email / password for using Netflix on EE so how do I overcome this?

Thanks

Phil

[Leanne_T]

Hi @pburness 

Have you previously been logged into Netflix? Do you have another email address you would have used for Netflix? 

Leanne. 

[pburness]

Yes, originally I had a stand alone Netflix account which I paused when I took the EE included package. 

Phil

[Leanne_T]

Thanks @pburness 

Can you try logging in with the original details you had with Netflix, does this work for you?

Leanne.

[pburness]

Yes, it works - however, I have to re-activate my old account which means I am being billed by Netflix while I have it included with my EE package. i.e. I'm paying twice.

Phil

[Leanne_T]

Thanks for trying this @pburness 

To make sure you're not billed twice, could you give us another call and the team can check at our end what is registered and help get you logged into Netflix through EE 🙂

Leanne.

[Medichi]

Did you get this fixed? I’m having a similar issue and the mini box is literally 5 meters away from the mesh extender 

[JC1967]

Not really, used a power line adapter and it was stable for a good while. Then dropped connection and it’s back on the wifi.
It’s stable enough to watch - apart from BBC Sounds, which hangs after about an hour.