topic Re: Netflix unable to change plan in Offers & Add-ons

Netflix unable to change plan

Theiny — Thu, 07 Jul 2022 16:48:37 GMT

how can I change from the basic plan to premium, have tried doing through the netflix app and website and it just changes temporarily and then reverts back to basic after a few mins. Cannot find anywhere on myEE to make changes to the plan type and Netflix help are directing me back to EE to change plans.

Re: Netflix unable to change plan

Leanne_T — Thu, 07 Jul 2022 17:15:29 GMT

Hi there @Theiny

Thanks for coming here.

If you log into your My EE app and select Smart Benefits and add-ons. and select Netflix, do you get the option to upgrade the Netflix subscription?

Thanks 🙂

Leanne.

Re: Netflix unable to change plan

Theiny — Thu, 07 Jul 2022 17:38:09 GMT

No I don't get any options to change the plan. All I can do is change which smart benefit I have

Re: Netflix unable to change plan

Leanne_T — Thu, 07 Jul 2022 18:09:40 GMT

Thanks @Theiny

In this case, please give us a call on 150 and our customer care team will help you with this 🙂

Leanne.

Re: Netflix unable to change plan

dant3 — Mon, 12 Sep 2022 12:26:59 GMT

Did you ever find a solution for this?

I’ve been on the phone with EE account and technical support for the past hour and unfortunately no one can figure out why every time I select the Netflix Standard plan (which I was on previously for years) I am seeing that it’s downgraded to Basic again, within 5-10 min. To be clear, I’d already activated my smart benefit and selected to continue Standard for 4£ more per month, not just the included Basic. Occasionally I get a follow up email stating:

”

Unfortunately, EE did not approve your plan change, so we have moved you back to your previous plan.

Please contact EE if you have any questions about why this change was not approved.

”

Anyone have any ideas? The EE Tech guys have escalated this centrally but even their own system to create a support ticket wasn’t working… I’m not very impressed.

Re: Netflix unable to change plan

James_B — Mon, 12 Sep 2022 12:36:21 GMT

Hi @dant3,

Do you have a spend cap on your account?

James

Re: Netflix unable to change plan

dant3 — Mon, 12 Sep 2022 12:53:43 GMT

Tried that, no spend cap on the account. Also tried signing out of Netflix on all devices. Still reverts the plan, like clockwork, within 10 min of changing it to Standard.

Re: Netflix unable to change plan

James_B — Mon, 12 Sep 2022 13:05:48 GMT

Thanks for checking @dant3

Please continue with the technical support team to resolve this issue. Did the person you spoke to say the ticket would be raised once their systems were up and running again?

James

Re: Netflix unable to change plan

dant3 — Thu, 15 Sep 2022 09:25:54 GMT

I got a support ticket number finally, but nowhere can I check the progress of this. Still have the same problem, I cannot change from Basic to any other package - always get an email the ‘EE has declined the Netflix plan change’.

Re: Netflix unable to change plan

Christopher_G — Thu, 15 Sep 2022 10:51:57 GMT

If you speak to our technical support team, they will be able to give you any updates on the ticket number, @dant3

Hopefully they get it sorted soon for you.

Chris

Re: Netflix unable to change plan

Bob05 — Tue, 08 Nov 2022 22:39:37 GMT

Did you ever get a fix on this? I've been having the same issue. I even spoke with Netflix directly. They changed my account at their end. It last just over a week. but has now reverted back to just the basic plan. I am trying to update it to the premium one.

Re: Netflix unable to change plan

PCompson — Sat, 12 Nov 2022 12:47:40 GMT

Hello,

Did you ever get a solution to this? Struggling to find one through the different support teams.

Re: Netflix unable to change plan

PCompson — Sat, 12 Nov 2022 12:51:12 GMT

Hi, did you ever get this resolved? Having the same issue.

Re: Netflix unable to change plan

Bob05 — Sat, 12 Nov 2022 13:52:10 GMT

I have hopefully managed to get it sorted. I spoke with someone on wed. They removed the inclusive extra from my account and then added it back on. I received a new activation link where it gave me the option to select the premium plan.

I then received a text to confirm that they've added the Netflix premium to my account. I didn't get this the first time I upgraded it. So hopefully this will keep in place. It has done since Wed.

Re: Netflix unable to change plan

Theiny — Wed, 14 Dec 2022 00:15:47 GMT

pretty much just got this sorted out. Changed plans on a couple of my devices recently so the one that had netflix originally no longer has it, and activated it on a seperate phone plan. this gave me the option to select premium and this time it hasnt reset back to standard.

Re: Netflix unable to change plan

Leanne_T — Wed, 14 Dec 2022 06:41:29 GMT

Thanks for coming back and letting us know @Theiny

Leanne 🙂

Re: Netflix unable to change plan

MrCh3rry — Fri, 18 Aug 2023 11:44:46 GMT

I’m having this same issue are you able to implement the same fix on my account

Re: Netflix unable to change plan

Katie_B — Fri, 18 Aug 2023 12:10:35 GMT

Good afternoon @MrCh3rry.

Have you reported this to our customer care team?

Katie

Re: Netflix unable to change plan

MrCh3rry — Fri, 18 Aug 2023 14:34:38 GMT

I’ve tried but they forwarded me to tech support and the phone keeps getting disconnected

Sent from my iPhone

Re: Netflix unable to change plan

Katie_B — Fri, 18 Aug 2023 14:45:14 GMT

Hi @MrCh3rry.

Is the line being disconnected when our customer care team try to transfer you to another agent?

Katie