topic Re: Why was my SIM card contract cancelled but not Netflix? in Contracts & Billing

Why was my SIM card contract cancelled but not Netflix?

Tatsuya — Mon, 10 Jun 2024 10:47:18 GMT

I used to have a SIM card contract included a basic Netflix plan.

I ended my contract last October and stopped my SIM card.
And at that time I thought my Netflix subscription had also ended.

I then returned to my country from the UK, and when I opened my account settings today to re-subscribe to Netflix, I realised that my EE plan had still not been cancelled.

The SIM card contract is definitely terminated, but only Netflix is not.
I would call customer service but I have already returned home and am not in the UK.
What should I do?

Re: Why was my SIM card contract cancelled but not Netflix?

Leanne_T — Mon, 10 Jun 2024 13:41:13 GMT

Hi @Tatsuya

Thanks for coming to the community.

Can you still access Netflix?

I would suggest getting in touch with our mobile guides from any other phone on +44 (0)7953 966 150 and the team will help you get this looked into.

Leanne.

Re: Why was my SIM card contract cancelled but not Netflix?

Tatsuya — Tue, 11 Jun 2024 06:18:52 GMT

Hi Leanne

Thank you for reply .

I can still access Netflix.

I don’t have any other phones.

Do I have to make an international call to your mobile guides?

Re: Why was my SIM card contract cancelled but not Netflix?

Leanne_T — Tue, 11 Jun 2024 09:33:30 GMT

Hi @Tatsuya

We would need to get this looked into, you can try giving us a call through a VoIP service, such as Skype. Please see our Contact EE page for full contact details 🙂

Leanne.

Re: Why was my SIM card contract cancelled but not Netflix?

Tatsuya — Wed, 12 Jun 2024 00:30:32 GMT

The problem has been resolved.

Thanks to EE's and Netflix's support teams!

Re: Why was my SIM card contract cancelled but not Netflix?

Christopher_G — Wed, 12 Jun 2024 06:44:16 GMT

That's great, thanks for coming back to let us know, @Tatsuya 🙂

Chris

Re: Why was my SIM card contract cancelled but not Netflix?

Rky — Wed, 12 Jun 2024 07:14:52 GMT

I encountered a similar issue recently. After spending seven days with another operator, I have returned to EE with the same number. During this period, my Netflix subscription remained active. Upon my return to EE, I linked the subscription again.

My question is: what happens if a customer leaves the EE network while their Netflix plan is still active? Specifically, for how long will the Netflix subscription remain active, and who will be responsible for paying the subscription fees during this period?

Re: Why was my SIM card contract cancelled but not Netflix?

Christopher_G — Wed, 12 Jun 2024 07:24:57 GMT

Hi @Rky

This is what our Netflix inclusive extra terms and conditions say:

If you link an existing Netflix account to your EE pay monthly plan, terminating your EE services or removal of the Netflix Inclusive Extra will not automatically cancel your Netflix membership, and Netflix will automatically resume charging your existing payment method that they have on file. If you wish to review the details of your Netflix membership, please visit the ‘Account’ pages on the Netflix website.

Chris

Re: Why was my SIM card contract cancelled but not Netflix?

Rky — Wed, 12 Jun 2024 08:36:21 GMT

There is no alternative method is there and remark is please contact EE to cancel your memebership.

Could you please revisit my question and reply?

Re: Why was my SIM card contract cancelled but not Netflix?

Christopher_G — Wed, 12 Jun 2024 12:51:59 GMT

If a user does not have a monthly contract with us anymore, there wouldn't be a way to bill you for this. You can only be billed by us for this add-on if you have an active mobile account.

Chris