topic Re: Netflix cancelled in Offers & Add-ons

Netflix cancelled

Bensymonds84 — Wed, 28 May 2025 18:10:15 GMT

it have Netflix as an add on through EE mobile. I have an email from Netflix asking to update my payment and I no longer pay for Netflix through EE.

could someone help with this as I have seen others get EE to de select add on and then re select add on to fix the issue

Re: Netflix cancelled

9ellis3 — Wed, 28 May 2025 19:37:55 GMT

I have also had this. Netflix have then taken £13 out of my account. Did you manage to sort this?

Re: Netflix cancelled

Theo284 — Wed, 28 May 2025 20:18:01 GMT

I’ve had this today too. The online EE help isn’t really any help, to be honest. I know through googling it has happened in the past though, exactly the same.

Re: Netflix cancelled

TheCorm — Wed, 28 May 2025 21:46:38 GMT

I suggested they do this in the chat but they didn't. I am told it's being investigated and will be sorted. Giving them some time. Needs everyone affected to get in touch with them.

I don't know what will happen when they reinstate it....will I get a pro-rata refund from Netflix? Why should I pay anything extra though given it's an EE issue.....

Re: Netflix cancelled

Theo284 — Thu, 29 May 2025 05:14:02 GMT

So, I got mine sorted via chat last night. It took over two hours, but eventually they just sent me the “activate netflix” link again and that did the job.

might be worth requesting this.

Re: Netflix cancelled

Alex_H — Thu, 29 May 2025 08:21:55 GMT

Hi @Bensymonds84, @9ellis3, @TheCorm,

Welcome to the EE Community

Netflix has recently discontinued the Basic level plan which has been provided by us as an inclusive extra. As such the inclusive extra version has now changed to Netflix Standard with ads. There should have been a text message received back in March from us if you had the Basic plan and were affected.

With the change you may need to do as @Theo284 did and re-activate your Netflix on the new level by visiting ee.co.uk/netflix and completing setup again to restore your access.

Alex

Re: Netflix cancelled

TheCorm — Thu, 29 May 2025 08:33:08 GMT

Hi Alex,

Thanks for getting back to us. I had Netflix Standard before and paid a £3 uplift on my EE bill to get this.

I have visited the link you sent me and it offers me "Netflix Basic" or "Netflix Standard with Adverts" but I don't want those....I want the Standard WITHOUT adverts which I understand I now have to pay £7 for.

Now my EE account says I already have this....but my Netflix account says I don't have an EE provided membership (only now does it say this, was fine 2 days ago) and they have charged me.

How do I or anyone else who was paying extra to upgrade their Netflix package through EE get this sorted please?

And once it's working again....do Netflix refund the unused time? I hope so because if not I think EE will need to cover this as people have been charged because of a change EE instigated.

Re: Netflix cancelled

Alex_H — Thu, 29 May 2025 09:03:40 GMT

Hi @TheCorm,

If you follow the process to setup activation and select the Standard with Ads, once setup you can then upgrade to Standard or Premium.

Once setup you should be able to do this either via the add-ons section of your online account. Or by texting Netflix to 150.

I am sorry to hear you have ended up charged by Netflix due to this, once you have reset your subscription through us I would suggest contacting Netflix to check for their refund process. But if you have any trouble I would recommend reaching out to our billing team for further help.

Alex

Re: Netflix cancelled

TheCorm — Thu, 29 May 2025 09:07:37 GMT

I have gone through this and it did indeed offer me the option to upgrade to Standard without adverts for £7 a month so have done this. I will contact Netflix and see if they are going to issue a refund because if not I will have to contact EE billing which I suspect will be a needlessly lengthy process and my experience is that the people I talk to are more interested in selling extras and asking about my wellbeing than resolving problems.

Re: Netflix cancelled

TheCorm — Thu, 29 May 2025 09:18:11 GMT

I contacted Netflix and they have refunded the £12.99 charge for me. Took about 5 minutes. Yesterday I spent 25 minutes on chat with EE and got nowhere. You guys really need to up your game, this issue should never have happened, we got told we were going to get charged £7 instead of £3 if we wanted to keep Netflix Standard without adverts but we weren't told the old subscription would be removed and we'd have to set it all up again.

I really feel that all impacted should get some kind of goodwill gesture for the problems this has caused.....a gift voucher....account credit....or something.....if you want to encourage them to stay as customers.

Re: Netflix cancelled

Kelseyt7524 — Fri, 30 May 2025 15:46:15 GMT

Hi,

I have had the same issue as the others in this thread, where I already had Netflix Standard and it was removed from my inclusive extras. I followed these steps to set my Netflix back up yesterday. It seemed to work until today, where the same issue ensued again.

I received the below at 12:35pm:

"Hi from EE, just to let you know we're sorry but there is a problem with your Netflix subscription via EE and we are working to fix this for you. Please look out for a text from Netflix with instructions to re-activate your account. If you want to upgrade to Netflix Standard, text NETFLIX to 150 after completing activation with Netflix. Thank you."

Then at 15:53 I received this:

Hi from EE. We've removed your Netflix Inclusive Extra. You can manage your extras on the EE app. Thanks.

Hi from EE. We've removed Netflix Standard from your account. If you want to add it again, please visit netflix.com and go to the Account section. Thanks.

I have now been charged by Netflix, and I cant even set the inclusive extra back up on the app because it wont work! It also still shows as "Netflix Basic", which is incorrect as the messages indicate.

If there is any way to have this fixed in a way that it STAYS FIXED and doesnt revert itself not even 24 hours later, then we would all appreciate it.

Re: Netflix cancelled

TheCorm — Fri, 30 May 2025 15:50:50 GMT

Ours is currently ok after re-adding yesterday but I can't say I'm filled with confidence that it won't suddenly go wrong....

EE really need to issue a statement, apology and sort a goodwill gesture for all this debacle.

Re: Netflix cancelled

TheCorm — Fri, 30 May 2025 21:56:58 GMT

Seriously fed up with this now....

Re: Netflix cancelled

Theo284 — Sat, 31 May 2025 09:46:07 GMT

Mine has gone again. Sorry to say the online EE help of “we’re looking into this” is hopelessly inadequate.

we, as paying customers, have done nor changed anything. Somewhere between EE and Netflix something has happened, yet we’re the ones having to chase this.

not good enough, EE. Not good enough.

Re: Netflix cancelled

TheCorm — Sat, 31 May 2025 12:00:00 GMT

I thought I would try the chat again today to sort.

Before the chat my only issue was that I had Netflix Standard with Ads instead of Netflix Standard

After the chat the agent had changed my account without permission to a "Full Works" plan which is set to cost me £15 more a month and it doesn't have Netflix at all. So now my Netflix has reverted to direct credit card billing and this time I can't reactivate .

Other agents don't seem to be able to return my account back to how it was, have now raised two complaint emails. I would use great care when reaching out to EE for help as it might make things a lot worse.