topic Re: Netflix activation problem in TV

Netflix activation problem

Colin131 — Wed, 17 Apr 2024 20:05:16 GMT

Just joined EE and broadband/TV activated 15/04/24. Been trying to activate Netflix which should be included in my TV package, I didn’t receive any activation email when I took the contrac.

Link in welcome letter (EE.co.uk/go/partneractive) not working. Checked all email folders, just in case, but no activation email. Please advise.

Re: Netflix activation problem

John-C — Thu, 18 Apr 2024 11:03:56 GMT

HI @Colin131, sorry you can't activate the Netflix.

I've sent you a Private Message so you can get in touch with the Mod team for help resolving this.

Cheers

John

Re: Netflix activation problem

Taggy2 — Mon, 22 Apr 2024 13:49:31 GMT

Hi, I'm in the exact same situation. Went live with EE Broadband and TV 12th April, but still can't activate Netflix. Complaint raised and multiple calls to Customer Service, but I still don't have Netflix. Moved (Netflix inclusive) TV from Sky to EE Full Works TV and Broadband from BT to EE Full Fibre Gigabit Broadband.

Everything's great, except still no Netflix!! And I don't see why I should, or would, move onto a separately paid one. They keep telling me it's because my order hasn't 'closed properly' and that it seems to be something to do with the stopping of my Digital Voice service that I had with BT, which I never even used.

Nutshell, how on earth did you get your Netflix linked to your EE TV account please?

The link on the order email from EE just sends me in a never ending loop around my own EE account, but never any actual place to activate and link my Netflix.

My son recently moved to Full Works TV and received an email from Netflix to do this linking bit. I've never had that.

I've also spoken to Netflix, who tell me only EE can resolve it. A never ending loop, with no resolution.

Of course, I'm getting it in the neck from family too, as I promised nothing would go wrong, moving to this after 15 years with Sky ...

Re: Netflix activation problem

Redpsychology — Sun, 30 Jun 2024 09:21:11 GMT

Did you ever get this resolved? I’m in a similar situation… moved for Sky after 17 years and now can’t get Netflix via EE despite receiving numerous contract emails saying I’ve Netflix, but not actually receiving an email to active it! Only way is for me to pay extra which just like you, why should I when it’s supposed to be included in my bundle. I’m on day 2 of no Netflix. That what we watched more than anything else! I too promised like for like when we moved from Sky!

Re: Netflix activation problem

Twiggy2024 — Sun, 14 Jul 2024 11:25:33 GMT

Any joy? Same ruddy problem and again paying for a service I can't access

Re: Netflix activation problem

DarrenDev — Sun, 14 Jul 2024 11:48:51 GMT

If your order includes a TV Box Pro or TV Box Mini then use the app on it to sign up for Netflix - even if you already have a Netflix account, use the Sign up option in the Netflix app and use the same email address.

Doing it on the box will cause the Netflix subscription to be added to your EE account, which will then be zeroed from your bill if it forms part of your TV package. It'll specifically state during the sign up journey that it'll be added to your EE bill - if it's asking for you to enter payment details then abort, and email me at tv.apps@ee.co.uk with your account details and I'll check why.

If you only took the Apple TV option then the only way to activate is by logging into ee.co.uk and clicking the button shown there, or using the link in the activation email (if you have one). If this doesn't work (or you can't see the option to activate) then email me at tv.apps@ee.co.uk with your account details and I'll check why.

Re: Netflix activation problem

Twiggy2024 — Sun, 14 Jul 2024 17:49:56 GMT

Unfortunately after 3 hours + on the phone I've cancelled Netflix and will just pay them direct. Customer care weren't able to help

Re: Netflix activation problem

DarrenDev — Sun, 14 Jul 2024 17:58:41 GMT

I can see you're on a sport subscription @Twiggy2024 so Netflix wasn't included anyway. It shouldn't make any difference whether you added Netflix to your account first, or just used the sign up link in the app on any of your TV Boxes - it'd add to your EE bill either way. There's no specific benefit to ordering through EE though, so no harm in just signing up online instead.

Re: Netflix activation problem

icba1957 — Mon, 23 Sep 2024 13:57:11 GMT

I've ust followed the instructions below and "joined" through the on-screen app.

I'll wait and see whether I get a bill (which was stated as £17.99 a month)

Re: Netflix activation problem

cdeimerej — Fri, 06 Jun 2025 19:07:14 GMT

Hi, 2025 and I too am facing the issues.

Upgraded from a broadband only BT deal to EE broadband with sport and netflix as an extra.

Because I was already paying for a Netflix account I was told I didn't have to cancel and could just migrate the account over to EE. This was in April it is now June and I still haven't been able to move my netflix to EE. I have messaged and been in calls on three separate occasions and they cannot fix it nor find out what the issue is.

There is also confusion on my account for some reason where Netflix is or is not on my account.

Super frustrating!! I don't even want to cancel or remove netflix as I end up paying more without the extra!!

Re: Netflix activation problem

Katie_B — Sat, 07 Jun 2025 07:38:14 GMT

Hi @cdeimerej.

I have replied to your other post.

Katie

Re: Netflix activation problem

icba1957 — Thu, 03 Jul 2025 10:10:23 GMT

I have just been billed (again!) for Netflix, when I was clearly told when I was forced to migrate from BT to EE that it was included in my package. Helpfully, there seems to be no record of this.

I have also been told that if I want to cancel my contract it will cost me £1700!

I fully intend to cancel my contract, and will pursue EE through the small claims to reclaim my costs on the grounds of mis-selling. This is clearly a widespread problem which they seem incapable of or unwilling to deal with.

Re: Netflix activation problem

DarrenDev — Thu, 03 Jul 2025 10:26:31 GMT

@icba1957 if you'd taken any of our entertainment packages, you'd have had Netflix included. As you chose as sport-only package, Netflix isn't part of it. This is the same as with TV from BT too.

If you were told over the phone that Netflix would be included with your Sport-only subscription, then the call will be recorded and you have a genuine claim.

Re: Netflix activation problem

icba1957 — Thu, 03 Jul 2025 10:35:21 GMT

I was told the phone call was too long ago (october of last year), so it is no longer on your system.

My reading of all the similar messages about difficulties with Netflix is that a number of people were mis-sold the package over the phone.

Re: Netflix activation problem

DarrenDev — Thu, 03 Jul 2025 11:14:56 GMT

9 months into your contract, and the first time you called about it was this morning?

Re: Netflix activation problem

icba1957 — Thu, 03 Jul 2025 12:09:20 GMT

Does that matter?

Is that how you respond to all your customers?

Re: Netflix activation problem

icba1957 — Thu, 03 Jul 2025 12:11:03 GMT

Besides which, five months of my contract was spent waiting for Openreach to connect my full fibre, which you would have noticed if you'd looked more carefully.

So it's actually only three months.

Re: Netflix activation problem

icba1957 — Thu, 03 Jul 2025 12:13:47 GMT

And this morning was the first time the charge has appeared on my bill ...

Re: Netflix activation problem

DarrenDev — Thu, 03 Jul 2025 12:18:11 GMT

It matters because (as you've discovered), it's too late for us to be able to do/prove anything. Whilst I've heard of a few agents mis-selling due to misunderstanding products or requirements, I've never heard of any cases of people being promised Netflix on a sports-only subscription.

I had spotted that your broadband hadn't been connected for months (for which you received considerable compensation), however if you'd signed up for Netflix at the same time, you would have been charged all these months too. Plenty of time to raise it.

The best I can suggest is that you try raising it as a complaint with EE - https://ee.co.uk/help/contact-ee/complaint/complaint-form This will then go to a team who have the power to make decisions that regular agents cannot.

Re: Netflix activation problem

icba1957 — Thu, 03 Jul 2025 12:24:26 GMT

If I'd signed up for Netflix on the understanding that it was included, why would I have been charged?

I have raised a complaint, not only about the mis-selling, but about your attitude too.