topic Re: Extra charges in TV

Extra charges

Nobbyeggchaser — Fri, 28 Aug 2026 14:07:10 GMT

Apparently I have been receiving Netflix without adverts since March ( even though I have Netflix with ads as part of my package );and they have never billed me for it but now apparently they can go back three months to bill me for something I never asked for or never knew about or I would have cancelled. I rang the helpline but all she kept repeating was that I had received the service and ofcom say they can claim three months so they will. Every time I asked who added it to my package and why I had never been told all she kept repeating I had received the service and therefore had to pay for it and she had therefore answered my questions. Any else had this problem and how did you get them to understand?

Re: Extra charges

DarrenDev — Fri, 28 Aug 2026 14:42:45 GMT

Records show that it was added within the Netflix app/web site on May 3rd 2025 (not sure where March came from?). You've had it for almost 16 months without charge.

Re: Extra charges

zulu17 — Fri, 28 Aug 2026 22:21:09 GMT

There may be similar or unrelated issues reported by BT EETV customers over Netflix subscriptions.

edit - thread added

https://community.bt.com/t5/Bills-Packages/Netflix-Billing-update/m-p/2469297#M183561

Re: Extra charges

DarrenDev — Sat, 29 Aug 2026 06:53:26 GMT

Yes - same issue.

A billing fault has identified many accounts in this state - where customers upgraded via Netflix, but it didn't get added to the EE bill. Emails have been sent to affected customers, and helpdesks briefed on how to handle it.

Re: Extra charges

Gina45 — Mon, 31 Aug 2026 11:01:40 GMT

I had exactly same response

I pay for Netflix inside a TV bundle but received an email saying I had to pay back dated amount of £21 for 3 months of Netflix

Her advise was to call on my billing date of 18th Sept and stop the upgrade and therefore any future payments being taken.

I really couldn't understand how I the customer is being asked for payment for something I neither asked for ( and am already being charged for in my TV £22 per month bundle)

EE need to sort this out with Netflix direct not have angry customers calling in wondering whats going on. I will be pursuing this more formally and likely cancelling my TV package if nothing is addressed.

Re: Extra charges

DarrenDev — Mon, 31 Aug 2026 11:12:41 GMT

@Gina45 your account is showing that you upgraded via the Netflix app the day after you changed your TV package last year. Are you confident that no-one could have selected that option? Possibly during activation of the account?

Re: Extra charges

DarrenDev — Mon, 31 Aug 2026 12:15:39 GMT

I've spoken to the person who lead the investigation into these missing charges.

This issue ONLY affects customers who chose to upgrade Netflix during initial activation of a new account in 2025. It's offered as an option during first account set up, and there was a fault meaning it wasn't added to the bill if selected at that point. If it was added afterwards, it was correctly added to the bill.

Re: Extra charges

Nobbyeggchaser — Wed, 02 Sep 2026 10:00:41 GMT

Seems unfair we are expected to pay for something we didn’t know we had. Could they just add a load of sports channels that we would never use and then charge us 3 months worth . It was mentioned the help desk had been briefed about it but the lady I spoke to obviously hadn’t received the memo as just kept telling me I had received it and ofcom rules say they can charge 3 months for it. Every time I tried to ask when it was added and by whom she just said the same thing like she was reading from a script!

Re: Extra charges

DarrenDev — Wed, 02 Sep 2026 10:04:03 GMT

Sorry that you weren't provided the extra information @Nobbyeggchaser

I can confirm that the Netflix account was upgraded by the first person to use it - it was a prompt when signing in for the first time. It's only this scenario where it failed to be added to the BT/EE bill.

Re: Extra charges

Nobbyeggchaser — Wed, 02 Sep 2026 10:07:24 GMT

When I was sold the package in the shop I was told it included Netflix. No mention of ads or otherwise. I may have activated something when trying to get it to work on the television but when I received my next bill I would have cancelled it. You can’t change me 3 months for something I didn’t realise I even add or you could add other things all the time! I now see my broadband has for some reason gone up by £10 when I thought it was fixed to the end of the contract. Is this something else you have added without me asking for it ?

Re: Extra charges

DarrenDev — Wed, 02 Sep 2026 10:23:23 GMT

Just to be clear @Nobbyeggchaser - we didn't add anything to your account. You selected an option, which would have shown the additional charge at the time.

Your broadband price hasn't changed since March, when you changed your broadband package.

Re: Extra charges

garybs29 — Wed, 02 Sep 2026 10:27:24 GMT

@Nobbyeggchaser wrote:
When I was sold the package in the shop I was told it included Netflix. No mention of ads or otherwise. I may have activated something when trying to get it to work on the television but when I received my next bill I would have cancelled it. You can’t change me 3 months for something I didn’t realise I even add or you could add other things all the time! I now see my broadband has for some reason gone up by £10 when I thought it was fixed to the end of the contract. Is this something else you have added without me asking for it ?

You not realising you had it is not a defence here. It was activated your side & you've had it but not been charged for it so they have every right to ask for the 3 months, would you prefer they charged for it all since activation?

Re: Extra charges

zulu17 — Wed, 02 Sep 2026 11:00:05 GMT

Only observations

Looking at previous community posts it does seem that other reported issues with for example Netflix Premium upgrade add ons billing have been reported, example

https://community.ee.co.uk/t5/Contracts-Billing/Billing-update/td-p/1621737

Don't know if that is the same as the Standard with ads to Standard or a further issue.

Generally I asked AI some questions here

Advise from AI (not always accurate) -

Is it still reasonable for them to charge you?

Technically, yes, but it depends heavily on the confirmation provided.

If the user explicitly clicked "Upgrade for £X extra per month": Even if EE failed to generate the bill immediately, the account holder consented to a paid transaction. A 3-month back-charge remains contractually valid.
If the interface was misleading: If the on-screen prompt on the EE TV box made it look like a free selection or part of the activation setup without clearly disclosing the ongoing monthly fee, you have strong grounds to argue a breach of Ofcom rules regarding clear pricing.

Clearly EE are confident that they have a record of the user request for addon upgrade - so any case you have probably falls back to the interface as presented on whatever device/app was used at the time.

Re: Extra charges

ee_user14 — Wed, 02 Sep 2026 12:30:32 GMT

@zulu17 wrote:
Only observations
Generally I asked AI some questions here
Advise from AI (not always accurate) -

Have you also asked Bob from Number 6? Or Karen from number 18?

I'm not sure what value asking a bot, has on this situation...

Re: Extra charges

Nobbyeggchaser — Wed, 02 Sep 2026 14:28:34 GMT

If I activated it by mistake ( as I obviously did ) and it appeared on my next bill I would have paid it as it was my mistake and then cancelled it. I don’t believe I should have to pay more than 1 month when I was never given the chance to cancel something I didn’t know I was receiving. I would also confirm when I bought the package in the shop I was told it included Netflix but don’t recall being told there were two different options.

Re: Extra charges

Nobbyeggchaser — Wed, 02 Sep 2026 14:45:07 GMT

Thanks , I accept it must have been activated by me in error but would confirm had it appeared on my next bill it would have been paid it and ensured it had been cancelled.

Re: Extra charges

DarrenDev — Wed, 02 Sep 2026 14:51:47 GMT

I understand your situation @Nobbyeggchaser but there's nothing that can be done about it here. Your best option is to try raising as a complaint.

Re: Extra charges

Nobbyeggchaser — Wed, 02 Sep 2026 15:07:15 GMT

Thanks