topic Re: Netflix added then immediately removed from my add-on in Offers & Add-ons

Netflix added then immediately removed from my add-on

Haximus — Wed, 28 May 2025 10:49:32 GMT

So I got an email a few months ago telling me that one of my add-ons (Netflix Standard account) was raising it's prices so as a result I could no longer be on the standard package rewarded to me as part of my sim deal without paying a little extra. I agreed to this and all of it was updated.

Now today I ended up getting a text message from EE saying thank you for upgrading to Netflix Standard. Then I immediately get a follow up message saying 'We've removed Netflix Standard from your account. You'll no longer see this on your bill or be charged.' then it said I can re-add this in my account.

I checked my EE app and it was still on there as an add-on. Went into my Netflix account and got told that my payment method needed updating. I updated it to my EE account and I got a text message saying thanks for your payment of £12.99.

Now I'm confused because this add-on usually took care of the cost of the lowest package (standard with adds) and I paid whatever the remainder cost was. But am I now going to be charged the full amount? Why is EE doing this? Telling me it's all be updated then just kicking me out of the subscription altogether.

Re: Netflix added then immediately removed from my add-on

JJ881 — Wed, 28 May 2025 13:56:57 GMT

I’ve had exactly the same text and email completely out of the blue and I’ve not asked to change anything! What is going on EE??

Re: Netflix added then immediately removed from my add-on

Rach_H — Wed, 28 May 2025 14:36:12 GMT

Hi @Haximus,

Welcome to the Community!

We know how important it is for you to know what is happening with your bills, so I'm so sorry for this confusion. I'd recommend giving our team a call, so they can clarify exactly what is happening with your add ons, and help you get this sorted.

Rach

Re: Netflix added then immediately removed from my add-on

Wrdge — Wed, 28 May 2025 15:47:22 GMT

This happened to me too today, I think it's linked to Netflix getting rid of the Basic plan but support but Basic back on my account however I can't upgrade back to standard again with the discount. Absolutely shocking that this happened with no warning.

Re: Netflix added then immediately removed from my add-on

TheCorm — Wed, 28 May 2025 17:40:32 GMT

I have also had this and been speaking to them on chat, which has been a fairly painful experience.

Sounds like they've messed it up for everyone who has Netflix through EE. Hope they sort it soon.

Re: Netflix added then immediately removed from my add-on

Polarmuppet — Wed, 28 May 2025 20:14:36 GMT

I've had exactly the same experience today and cannot watch anything on Netflix this evening as a result.

Re: Netflix added then immediately removed from my add-on

TheCorm — Wed, 28 May 2025 20:19:06 GMT

I'm pretty sure what they need to do is the remove the Netflix add on and then add it again. It's not something we can do as well get a 30 day waiting period.

I suggested this to the simpleton I spoke with earlier but they didn't do it.

Re: Netflix added then immediately removed from my add-on

Lmvlightning — Wed, 28 May 2025 21:41:11 GMT

Exactly the same has happened. I didn't add payment info onto Netflix as it wanted me to pay 12.99 which meant I had no benefit from Netflix being my add on. I'll chase again tomorrow but EE have messed this right up.

Re: Netflix added then immediately removed from my add-on

DrStrut — Wed, 28 May 2025 21:54:06 GMT

Same here too. Do you think they will fix it for everyone?

Re: Netflix added then immediately removed from my add-on

Mellanieparry — Wed, 28 May 2025 22:15:52 GMT

I’ve had the same text. Netflix keep trying to take money using old card details thankfully. Can’t wait to contact EE for what will surely be a painful exchange and time consuming

Re: Netflix added then immediately removed from my add-on

DrStrut — Wed, 28 May 2025 22:51:29 GMT

I just checked my Netflix account and have the same. They tried to take payment today but couldn’t because they have out of date card details for me. It now says my Netflix account is “on hold.” Thanks EE … not. This is totally out of the blue 😞

Re: Netflix added then immediately removed from my add-on

pirate — Thu, 29 May 2025 07:57:47 GMT

I had this yesterday as well, came completely out of nowhere. Seems to have aligned with the payment due date, annoyingly Netflix did have in date card info and have taken a full price sub payment. When I rang up they were super unhelpful, really not happy EE!

Re: Netflix added then immediately removed from my add-on

DrStrut — Thu, 29 May 2025 08:09:08 GMT

Seems I was lucky to have an out of date card then. EE had to re-register me. Took about 20 minutes of online chat and a few things to click. I would have been super unhappy too if Netflix had taken a payment as imagine that would have been quite a hassle to get back.

Re: Netflix added then immediately removed from my add-on

DrStrut — Thu, 29 May 2025 08:12:54 GMT

One other thing … I notice that Video Quality on the new plan is now only 720p rather than 1080 full HD which I think it was before?

Re: Netflix added then immediately removed from my add-on

Alex_H — Thu, 29 May 2025 09:01:39 GMT

Hi @Polarmuppet, @Lmvlightning, @Mellanieparry, @pirate,

Welcome to the EE Community

The Basic level Netflix plan that we have up till now provided as an inclusive extra has recently been discontinued by Netflix ,now the Netflix plan provided by your inclusive extra is the Standard with adverts. As with the OP there should have been an e-mail or text to affected users in March to let you know of the upcoming change.

If your plan has stopped working due to this you may need to revisit the activation link to set your subscription back up on the new plan by visiting ee.co.uk/netflix and following the activation steps.

Once you have reset your subscription through EE, I would recommend contacting Netflix with regards to a refund if you have been charged, but if you have any issues please reach out to our billing team to take a look into for you.

Alex

Re: Netflix added then immediately removed from my add-on

Alex_H — Thu, 29 May 2025 09:03:11 GMT

Hi @Wrdge

Welcome to the EE Community

Once you have reset your Netflix subscription up on the new level you should be able to upgrade to Standard or Premium , either via the add-ons section of your online account or by texting Netflix to 150.

You mention being reset up on the Basic plan, if you have been set back up on that tier, that could be the issue as it is being removed so the upgrade add-ons for it will also be in the process of being removed in favour of the new tier and their upgrade add-ons.

@DrStrut Standard with Ads is 1080p, the Basic plan was 720p but then with the upgrade to Standard would have been 1080p. Was your reset done on a Basic level plan as well?

Alex

Re: Netflix added then immediately removed from my add-on

DrStrut — Thu, 29 May 2025 09:23:30 GMT

Previously I was on 1080 without ads.

When I signed up again today I was given two choices - one with ads and one without. I chose the one without.

When I texted Netflix to 150 It says:

Looks like you haven't upgraded your Netflix Standard with adverts Inclusive Extra.
To upgrade to Netflix Standard reply STANDARD for an additional £7/month or to upgrade to Netflix Premium reply PREMIUM for an additional £13/month.

I'm confused because on the Netflix website it says I have

Basic Plan
720p video resolution, advert-free watching and more.

This is confusing as when I go to the Netflix signup page it says there are three plans available in the UK:

Standard with ads (1080p) £5.99
Standard (1080p) £12.99
Premium (4K) £18.99

I can only assume that the Basic Plan is especially for EE customers (we can lose the ads but get a lower quality picture!)

Previously I was getting Standard i.e. 1080p with no ads for an additional £3 per month. Now I am being asked to pay an additional £7 per month. That's a 133% price increase!!

I don't think this is right. In the EE app it says that the value of my Netflix Inclusive Extra is £7.99. This would mean that I should have to pay an additional £5 to get Netflix Standard, not £7. Still a 67% increase over the original £3 but better than the 133% increase.

Re: Netflix added then immediately removed from my add-on

TheCorm — Thu, 29 May 2025 09:30:56 GMT

Sadly it is right, the cost for Standard with no adverts has gone from £3 to £7 for us.

I used the link and clicked "Standard with adverts" and then it says something like "You current have standard without adverts, do you want to continue with this, it will be £7 a month" and I clicked yes and then went ahead.

I am guessing the £7.99 value is incorrectly showing, it's only worth £5.99 a month now 😞

If you have been charged by Netflix for anything in the meantime get in touch with them, they're chat service was very helpful for me.

Re: Netflix added then immediately removed from my add-on

DrStrut — Thu, 29 May 2025 10:09:19 GMT

Thank you. Alas yes. I sent the Netflix text to 150 and upgraded. Hasn't been reflected in my Netflix account yet but I guess it takes some time to filter through (although, having said that, the initial EE extra went through instantaneously so fingers crossed.).

Re: Netflix added then immediately removed from my add-on

SH11ZZA — Thu, 29 May 2025 13:26:44 GMT

Exactly the same, I received the following messages from EE on the 28th May 2025 17:43

Hi from EE. Thanks for upgrading to Netflix Standard for £7 a month. Please visit netflix.com to manage your account.

We've removed Netflix Standard from your account. You'll no longer see this on your bill or be charged. You can re-add this in the Account section at netflix.com

I've messaged EE support to revert this, as I'm unable to do so via my EE app or online account page