topic Netflix cancelled by EE in EE app and website

Netflix cancelled by EE

Je5ter05 — Tue, 19 Sep 2023 12:40:41 GMT

Took out a new contract this month, part of it included an Inclusive Extra to Netflix. It's been working fine for the few weeks but now Netflix emailed me to say I needed to update my payment details. It was a legit request as my Netflix app brought this up straight away. I wanted to check if Netflix option has been stopped by EE since or if this is possibly just an error as I haven't swapped or changed my Inclusive Extra

Re: Netflix cancelled by EE

Jaylowe1988 — Tue, 19 Sep 2023 12:56:34 GMT

I have had the same issue today. When I checked my smart benefits, netflix is still selected and I am still paying for the add on for additional screens. I came here to see if anyone had had the same problem and find an answer but it seems your post is from today also, so I wonder if there is a problem with netflix / EE that will later be fixed. Sorry it's not an answer but you're not the only one... Lets see if the thread grows...

Re: Netflix cancelled by EE

Je5ter05 — Tue, 19 Sep 2023 13:07:51 GMT

I contacted Netflix who believes it is EE who have cancelled it. After calling EE, the operator says my extra is still valid(not cancelled) and is unsure why I'm getting that response. He did say his colleagues had had similar calls, not loads, but it suggests something has happened. I decided to wait this out rather than ask EE to start resetting anything as, if this is bigger problem, EE may do a wholesale fix and I didn't want to unsettle that. EE have said they will call me Thursday to see if things have sorted themselves out. Incidentally, my app hasn't worked today which I'm thinking might be something, or nothing, to do with a possible outage.

The only other thing I could try is to log out and back into Netflix to see if it makes a difference but I think I'll wait and see. I can live a few days without Netflix, I think 😬

Re: Netflix cancelled by EE

Dylanmat — Tue, 19 Sep 2023 13:48:16 GMT

I’ve had the same issue today too, I renewed contract on the 7th September and received an email saying I no longer have Netflix with ee after the 20th october.

I’ve spoke to both Netflix and ee and Netflix said it was an issue with ee.

upon speaking to ee for over an hour they tried everything to fix this but nothing worked as it was still saying active, reading this thread it appears as there’s plenty of us who are experiencing this issue so I would assume it’s an issue that’s effecting most people with Netflix as an inclusive extra.

I’ve just finished my call and said I’ll play the waiting game as I don’t want my account messing with any more since it’s already hard enough getting my Xbox inclusive extra set up.

Hopefully they find a fix and send out correspondence so we don’t have to call back up but I would assume it’s just a technical issue.

Dylan

Re: Netflix cancelled by EE

Katie_B — Tue, 19 Sep 2023 15:13:15 GMT

Good afternoon all,

When you have a moment please could you check your community inboxes, I would like to take a further look into this.

Speak soon,

Katie

Re: Netflix cancelled by EE

Vickster6759 — Tue, 19 Sep 2023 15:36:55 GMT

I've had the same email from Netflix today saying I needed to set up payment.

After reading the replies I guess it's an EE issue

Re: Netflix cancelled by EE

Chugh — Tue, 19 Sep 2023 15:37:09 GMT

I am facing same issue. Can someone please provide details of the solution? I spoke to netflix and they shared a link which took me to EE website to activate betflix Basic package which is weird as I should have standard add on already in My account. When I spoke to EE customer care she said they can't do anything and closed the escalation case as I dropped the phone. Please help!!

Re: Netflix cancelled by EE

Katie_B — Tue, 19 Sep 2023 15:40:18 GMT

Hi @Vickster6759 and @Chugh.

I have also sent you both a private message so this can be looked into further.

Katie

Re: Netflix cancelled by EE

Cackerbee — Tue, 19 Sep 2023 15:41:51 GMT

I'm having exactly the same issue. Contacted by Netflix, thought it may be a scam so tried to go to my EE to find I can't access.

I got the deal so I could watch Netflix, would like to be told by EE support what's going on?

Re: Netflix cancelled by EE

Katie_B — Tue, 19 Sep 2023 16:12:52 GMT

Hi,

Could you please confirm if you have recently upgrade?

If yes, have you moved from an Android to an iPhone or to a plan that does not include Inclusive Extras?

Katie

Re: Netflix cancelled by EE

Cackerbee — Tue, 19 Sep 2023 16:16:38 GMT

I began my plan 5th Sept, just paid. So, just upgraded. Netflix worked fine for a week or so.

No, the plan was very specific, in fact I spent a long time on the phone with EE conforming the extras as I wanted to get them. Always been on Android.

Re: Netflix cancelled by EE

Vickster6759 — Tue, 19 Sep 2023 16:20:50 GMT

I upgraded about a month ago from a pixel 4 to a pixel 7 so both Android and my plan included an inclusive extra

Re: Netflix cancelled by EE

sb2991 — Tue, 19 Sep 2023 16:42:16 GMT

Same thing has happened to me. Been on the same contract/benefit since ~April.

Re: Netflix cancelled by EE

Drpau — Tue, 19 Sep 2023 16:45:16 GMT

Re: Netflix cancelled by EE

Drpau — Tue, 19 Sep 2023 16:46:26 GMT

My netflix account has all of a sudden gone on hold. This is paid via EE but they are asking me for separate payment. Any idea what is going on here ?

Re: Netflix cancelled by EE

Drpau — Tue, 19 Sep 2023 16:51:16 GMT

Oops. I just posted similar. Mine is a long running contract. Not a new contract. Looks like a lot of people booted off and not just me.

Re: Netflix cancelled by EE

R0berT50n — Tue, 19 Sep 2023 17:01:55 GMT

I have the same issue.

Netflix contacted me to say that I needed to update my payment details and then proceeded to take £10.99 so there's clearly something gone very wrong at EE with the Netflix smart benefit.

Re: Netflix cancelled by EE

R0berT50n — Tue, 19 Sep 2023 17:03:59 GMT

I've been on the same contract for 11 months now.

No changes have been made to my contract but I have the same issue.

Re: Netflix cancelled by EE

Morehouse21 — Tue, 19 Sep 2023 17:26:02 GMT

I've had the same issues, email from Netflix to say as of today (19/09/2023) the benifit is no longer active! I have 5 months left on my 24 month contract.

Netflix have now taken £15.99 from my bank account! Even though I paid my EE bill this month which includes the £9 extra for Netflix Premium!

EE owes me my money back plus compensation as I don't have £15.99 in that account!

Re: Netflix cancelled by EE

Bounce2k69 — Tue, 19 Sep 2023 17:28:08 GMT

My account has also done the same, would be nice if EE would actually acknowledge that there is an issue.

Hopefully they will sort it soon, also my EE app is "being fixed" again.