TV pro box Netflix app problem

[Gary2paws]

Problem with my EE TV pro box Netflix app.

This app keeps kicking me off Netflix after approx 4 minutes of watching on Netflix. This as been happening since end of March and after several reboots of both hub and TV pro box and a new box sent to me. This problem is still happening. 

Now I have been told that it's a Netflix update problem and they are trying to fix it. A call to Netflix and I was told they have no record of an update problem therefore, who is telling me the truth? Does anyone else have this problem? 

[MrA5H]

This is good to know. EE is blaming Netflix. 
Have you had a new Router recently ?

I had a replacement/update and it sort of started around the same time. 

[DarrenDev]

@DC120  The issue being investigated here is JUST that the Netflix app exits by itself - messages asking you to restart the app, or you restarting the app because it stopped working, are unrelated.

[MrA5H]

But it does not fix it ?

[DarrenDev]

There's no "blame" here. There is a bug somewhere that needs to be found and fixed. There is absolutely nothing that EE will be capable of changing that could fix this - the bug will either be with the Netflix app, or the YouView operating system.  It's quite possible that it's being triggered as a result of something on the broadband, but that would still be a software bug.

[DarrenDev]

@MrA5H the helpdesk are aware of an issue with Netflix on the TV Box Pro and Edge. Where the fault lies is irrelevant to the helpdesk, and to you. It's a bug somewhere that needs to be fixed.

[MrA5H]

OK so it’s a Bug. 
who’s Bug is it ?

is it an interface with Netflix issue for EE that’s developed ?

Or a change in Netflix’s App or Uploads ?

I was onto both Netflix and EE Help yesterday and neither mentioned a Bug. 
Are you sure you work for EE ? 😃

Where do we go to get a refund ?

[DarrenDev]

Every bit of software has bugs @MrA5H 

I can't speak for the Netflix helpdesk, but the EE helpdesk should have known about this bug - this is the briefing they should have read:

Customer Statement:

We apologise for the inconvenience caused. This issue is currently under investigation, and look to resolve as soon as possible.

Fixes/Workarounds:

There is currently no fix or workaround for this issue. Check customer set up. If they have extenders or switches in their network, ask if they can have these removed and retry. This is not a TV box fault, and replacing the TV box will not resolve the problem. Do not send replacement equipment or book an engineer for this issue.

[vivgreen]

I'm having the same problem too, please add my account to the investigation 

[DarrenDev]

I've added you @vivgreen 

[MrA5H]

Same with me. 
Just of a ‘Chat’ with Netflix. 
They have no knowledge of such an issue. 
So does that mean EE have not spoken to Netflix about this issue ?

OR

It is an EE Issue ?

And where do I go to get a rebate £’s after all my Netflix Contract is with EE.