by Thinus Ferreira
Telkom and Netflix have abruptly dumped support for the video streaming service from Telkom's Telkom LIT streaming box after less than 3 years, leaving Telkom LIT box users with what they describe as a useless "paperweight" they can't use to Netflix and chill.
Angry Telkom LIT customers are furious that they bought something that Telkom touted but then decided to no longer support, with the Netflix app that gives users a "NW-6-403" code when it was opened since October.
Telkom announced its partnership with Netflix and its Telkom LIT streaming box with big fanfare in November 2018, only for this contract to end less than 3 years later, leaving Telkom LIT customers with a box they can't use for what it was bought.
The Telkom LIT box still supports YouTube, DStv and MultiChoice's video streaming service Showmax.
At the time, Telkom said in a statement that it was "excited to expand our content offering with Netflix. The Netflix partnership allows us to offer more entertainment". Telkom has since launched its own TelkomONE video streaming service.
On its help page for errors for devices, Netflix South Africa now says that when users of Telkom LIT get the "NW-6-403" error code that they're "getting this error on your Telkom set-top box because the Netflix app is no longer available through Telkom. To keep watching TV shows and movies on Netflix, you will have to use a different device".
Netflix partnership ended
Telkom told TVwithThinus in response to a media query that it has ended its fixed agreement with Netflix but that customers can lodge refund complaints with Telkom.
"Over the years Telkom has strived to provide its customers with a variety of content offerings, including launching its own video-on-demand (VOD) platform, TelkomONE," says Wanda Mkhize, Telkom's executive for smart home and content.
"Our current partnership with Netflix has unfortunately come to an end, however, we have exciting new and refreshed content partnerships for our valued customers which will be announced in due course."
"While customers will no longer have access to Netflix on the Telkom set-top box from 1 October 2021, they will still be able to access other OTT services on their STB."
"As you may be aware, the Netflix app is not available in the Google Play store, as Netflix has made the availability of their app on Android STBs dependent on a partnership agreement with the STB owner. With our fixed-term agreement with Netflix having come to an end, they will no longer be supporting the app on the Telkom STB."
Asked what customers should do who bought Telkom LIT specifically to watch Netflix who can't any longer, Wanda Mkhize says Telkom asks that "customers address or lodge refund complaints directly with Telkom, through our call centre on 10213 (follow the voice prompts), or email MashigLM@telkom.co.za ".
On Twitter, Telkom told customers who purchased a Telkom LIT box in the past 6 months that they will be compensated with a Takealot voucher to the value of R1000. With the voucher they will be able to buy another streaming device.
A cascade of complaints over Telkom's 'paperweight'
"Typical Telkom. I bought the Telkom LIT box for Netflix, now it's useless," remarked VryDenker on Twitter where there's a growing cascade of complaints over the Netflix removal from Telkom's set-top box. "If I knew it was associated with a deal between Netflix and Telkom, I would have given the box a skip. Where do we apply for a refund?"
Shahieda asked: "Is this really the end of our Netflix viewing on our Telkom LIT box? Do we just throw it away after spending money on it? I don't want to have to go buy another box and them Telkom LIT starts working again".
Siyazi Wanjali said "I bought these Telkom LIT devices with certain capability of which now they can longer deliver. Worse, it was not even communicated to me, neither by Telkom nor Netflix, and my debit order went through. I feel robbed."
"Basically this Telkom LIT box is a paperweight now. It's rough out here hey? Telkom would you like it back? What do you suggest I do with it because it's pretty useless to me now," said Tarryn Charlie.
