I have just cancelled my Netflix membership. It will be effective January 12.
See below for the transcript of my chat session with "Sasha" which ended rather oddly ( see if you can catch her mistake ).
Meanwhile, I was also discussing my issue via phone. I informed them that I must have this issue resolved tonight or I will cancel with Netflix ( this issue has history, this was my 4th attempt to ask for help ). The final outcome was that I will get a call back from the next level team, but it might take a week. We parted company very politely and I promptly started trying to get my chat session to cancel my membership…
Message I received after cancellation:
Your membership will be canceled
Your streaming plan will be canceled at the end of your current billing period on Jan 12, 2014. Feel free to watch movies and TV episodes until this date. You will get an email confirmation of your cancellation.
The Chat session ( After long pause at end, I killed it as I believe that is what she wanted !!! )
Netflix Customer Service
You are now chatting with:Sasha
2 hours agoNetflix Sasha
Thanks for contactingNetflix! My name is Sasha. Who am I chatting with?
2 hours agoYou
Kevin, I have XBOX ONE,cannot get netflix to work. I've called support twict but got ZERO support,they told me it must be my ISP.
Ah man. Not good at all.What happens when you try to watch?
It stars downloading, getsto about 30 or so percent then screen goes black and back to the previousscreen.
It sounds as if you arehaving a looping issue. I will definitely do my best to get to the bottom ofthis. Seeing that you contacted us already maybe there was something we missed.i am here to help nonetheless
I'm not happy
Relax. :) These thingshappen from time to time. You know how technology is nowadays, we just have towork past this. I hope you know that i am on your side 00%
60 minutes agoYou
I've gotten no support sofar.
59 minutes agoNetflix Sasha
Sorry I meant to say 100%
the previous people didntattempt to help at all?
59 minutes agoYou
really? Any idea how to getnetflix to play a movie on the xbox one?
No they did not. Told me itmust be my ISP
I am trying my very best toget some answers for you.
56 minutes agoNetflix Sasha
Hey did you uninstall thenreinstall the netflix app on your xbox one?
56 minutes agoYou
Found this… Obvilusly I'mnot the only one:
Markus NOV 28, 2013 01:29PMEST Hi Mark, I stumbled across a thread on Reddit a few minutes ago. There iscurrently a problem with Xbox One and Netflix. Microsoft posted this on theirStatus Site: We know that you’re receiving an error code when you attempt towatch your favorite movies and television shows on the Netflix app, and we’vegot you covered! We’re grateful for your patience while we work with ourexternal partner. Feel free to check back in 30 minutes for an update on ourprogress.
55 minutes agoNetflix Sasha
Where did you find that?
54 minutes agoYou
54 minutes agoNetflix Sasha
I am not sure who that isfrom though, its also dated Nov of last year.
I'm just truing to solve theproblem
I am calling my tech team.Please stay with me
53 minutes agoYou
It works find on my xbox 360connected to the same network via wired network connection. It alwo works justfine on my laptop.
53 minutes agoNetflix Sasha
Ok, have you uninstalled andthen reinstalled the app on the Xbox one?
52 minutes agoYou
49 minutes agoNetflix Sasha
Ok, lets go through thesteps together
48 minutes agoNetflix Sasha
Are you inside the Netflixapp on the xbox one now?
48 minutes agoYou
just a minute…
47 minutes agoNetflix Sasha
Press the menu button on thecontroller
47 minutes agoYou
Select settings and then logout.
46 minutes agoNetflix Sasha
After that I want you tosign back in
44 minutes agoYou
43 minutes agoYou
just tried to play one ofthe titles, it got to 37% then blank screen and back to the home screen
42 minutes agoNetflix Sasha
Ok, when you say 'blankscreen' is it red or black?
42 minutes agoYou
40 minutes agoNetflix Sasha
Ok, can you go to settingson the xbox please
40 minutes agoYou
39 minutes agoNetflix Sasha
Next, go to system and checkfor updates, let me know what you find
38 minutes agoYou
There is no "check forupdates" under settings -> system
I'm about done with netflix
It works just fine on myxbox 360 on the same network
37 minutes agoNetflix Sasha
Yes I understand that sosometimes the device need s firmware update if its acting up, since every otherdevice works perfectly.
36 minutes agoNetflix Sasha
The update basically helpsget the netflix settings back t normal.
36 minutes agoYou
35 minutes agoNetflix Sasha
Oh, I am referring to thefirmware update. Occasionally our devices need to be updated, whether it be ablu ray, or gaming console or smart TV. The Xbox one used to work fine right?
35 minutes agoYou
no it has never worked
34 minutes agoYou
This is a new XBOX ONEreplacing the 360. Netflix is the ONLY app that doesn't work
32 minutes agoNetflix Sasha
Kevin, I hope you can staywith me while I call the IT guys. Please…
30 minutes agoNetflix Sasha
Hi are you still with me?
29 minutes agoYou
29 minutes agoNetflix Sasha
I was just checking, I amdialling in to them now
27 minutes agoYou
I deleted the app andreinstalled, login, fire up a title from the home screen and got the sameproblem
21 minutes agoNetflix Sasha
Hey Kevin, they wanted me toconfirm id you have any capture cords that record gameplay..
16 minutes agoNetflix Sasha
Hey, I hope I haven't lostyou.
16 minutes agoYou
don't know what a capturecord is
15 minutes agoNetflix Sasha
Ok no worries, do you haveany extra items hooked up to your Xbox?
9 minutes agoYou
8 minutes agoNetflix Sasha
Gotcha, thank you.
6 minutes agoNetflix Sasha
Thank you so much forstaying with me Hortencia. I have the steps right here to get you connected.Click Here to have a look. When the page opens, please click the option forSmart TV. It is extremely important that you follow the steps in the specifiedorder. One of these steps will disconnect our chat but you can read throughfirst and please please do not hesitate to ask me any questions. I am righthere with you.
4 minutes agoYou
My internet is 25/12, whichis enough to strem a bunch of data, let alone a 1080p or 720p stream fromnetflix.
I will be canceling mynetflix account right away. In fact, if you can do that here, I can authorize.
3 minutes agoNetflix Sasha
Sure thing, just log out ofyour account so I can do it from my end ok
3 minutes agoYou
That would meandisconnecting from you eh?
2 minutes agoYou
BTW I'm interested is maybegetting a refund of some cash for dead service?
2 minutes agoNetflix Sasha
Yes, I can do this for you
Let's do it
[ long pause, too long. ]
Well at least you got the refund for unused service.
Earl Grey, hot
@OP: Sorry to hear you're having issues with Netflix. I notice that your account is reading as a Free account, with no Gold membership at all. Could that be related to the issue, perhaps? I don't know. Seems like Netflix shouldn't even let you get as far as you were without a Gold membership, unless you were using someone else's Gold via Xbox One's Home Gold feature.@Patrick Stewart: I am the living embodiment of awe and respect for your Gamertag. Truly, you have been blessed. But if Sir Patrick Stewart ever comes asking for his Gamertag, I implore you to bequeath unto him his rightful name, unless your real name actually is Patrick Stewart, in which case I redouble my assertion that you are blessed. But if it is not your actual name, then serve well as the steward of thy tag.
No, this gamertag, weq92f, isn't in use at all other than here. My real gamertag, the one I run all my games and apps with is Gold member of XBOX live.
Netflix support is useless. XBOX support is mostly useless. That is, when you have a problem that is not in their reference material and/or hasn't been seen before.
Weq, I've had some pretty awesome people help me out there. We've had to fly outside of their reference material on a number of occasions, mostly because I only tend to turn to them when the issue is crazy weird. And yeah, not everyone is going to be experienced enough to think outside the box and experiment on a solution, but when you find such an agent, not just with Xbox, but with any service, make note of it, and have their higher ups make note of it, and hopefully encourage more of that in the future.
Well Klokkwork, you are much more lucky than I in that regard. I've been in the tech industry for over 20 years. I hang my hat in shops with very high end machines and software running large data systems. During that 20+ years, I've witnessed the decline in support offerings at the big company level ( Informix, Oracle, HP, IBM, SUN, etc ). Before India came on scene and the big American companies started shifting away from qualified, english speaking, American employees toward cheap, sweat shop rooms full of foreign workers who don't have a clue and can't speak english, getting useful support was as easy as picking up the phone. Nowadays however, we are forced to accept third, fourth rate "support" from these foreigners who are far less qualified and who often refuse to let you move on down the support chain to a more qualified person. I can't tell you how many times I've been stuck with the first level because the guy/girl on the other side of the planet didn't want to look like they didn't know what they were doing in the eyes of their own management. So they sit there trying in vain to help and continue to refuse me access to the next level.
Netflix doesn't seem to have gone the route to India just yet with their support personnel but the quality I have experienced isn't anything to get excited about.
Bottom line: They could not get Netflix app working on the Xbox One. They couldn't even offer up anything useful at all. They told me it was my ISP, that my network connection must be too slow, that I just need to logout/login, remove/reinstall, reboot, anything to just get me off the phone so they could close out the ticket and move on the next person who ~should~ have a ~normal~ problem so they could take the steps off their screen ( read the steps ), deliver them to the customer and consider themselves as having solved yet another customer issue.
Useless to those of us who have real problems.