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? 

[HughHodge1]

Just moved from BT broadband & Tv to EE Broadband  & TV. Was sent a new TV Pro box  which had the above problem on Netflix. after the usual resets etc and talking to EE about it (No mention of the ongoing Problem with Netflix) they are sending a new pro-box which should arrive today. Meanwhile I decided to revert to my old Pro box which was working fine with Netflix and low & behold the problem was  now on the old box as well. So not holding out much hope for the new pro-box arriving today. Doesn't look like a TV box problem.

[DarrenDev]

@HughHodge1 I can confirm that we were already aware that it's not specific to the TV Box - but knowing that it only happened after a switch from BT to EE broadband is very helpful, thanks.  I'll get your comments and account added to the investigation.

[DarrenDev]

@Gary2paws @Savo73 @Richmn @HughHodge1 

To help with the investigation, it would be really useful to have specific times to search through logs.  Would you be able to please either reply here or email me at eetvsupport@ee.co.uk with:

1. The time that you started the Netflix app
2. The programme you selected to watch
3. The time that the app quit

Just a single example each would be useful, thanks.

[HughHodge1]

I have just been speaking to EE  about it and  when we were talking about it (he seemed to be unaware of the problem) it happened again when he was monitoring my TV. It would between about1 350 and 1410 ish.

[DarrenDev]

Thanks @HughHodge1 - can I ask that you please don't waste your time, or that of the helpdesk, by calling about this issue.  They don't get told of every issue on every app/platform, as it would become unmanageable for them. They'll end up following their scripts and going in a loop of sending boxes and engineers.

[HughHodge1]

Sorry . I just selected  a random program to watch (it was the first neat the top of the list).When it happened before it was different programs.

[Gary2paws]

I've just put my TV and box on and started to watch and use the Netflix app
at 2.37 and it went back to TV at 2.37 .

Time before that it was last night at 9.20pm when the same thing happened.

Time varies from 4 minutes to 12 minutes max once.

Hope it helps.

[Gary2paws]

Meant to say that the show I have been going to watch every time is Framed a Sicilian murder mystery.

[Gary2paws]

Apologies, git my timing wrong , Started the app to watch Framed a sicilian murder mystery at 2.29 pm and it went back to the TV at 2.37pm .  Same programme last night around 9.20 ISH and it went off 4 minutes later. Time varies but result always the same. 

[Richmn]

Netflix started 18:47 it stopped at 18:40 watching Vikings