Netflix cancelled by EE

[Je5ter05]

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 

[Christopher_G]

Hi all

We’re aware of a small number of customers who are being asked by their Netflix service to pay to subscribe, when they already have a Netflix inclusive extra on their plan. If you’re experiencing this, please contact our Mobile Care team who can access your account and help with this.

Chris

[Dylanmat]

already spent 2 hours on the phone and they couldn’t do anything 

[VijayEE]

Hi Chris, 

They require instruction as I spent all morning with them and they did not know how to resolve it. 

Thank you, Vijay 

[Cackerbee]

Absolutely agree. My case was opened yesterday; one operative had no idea what I was talking about, another had knowledge while a third took instructions from me! 

As far as I'm aware, my case has still not been resolved. This is up to EE to get a handle on, find out who is affected and fix proactively. 

[Dylanmat]

Just done exactly as you instructed and called back up for them to resolve this. Biggest waste of time, spent 20 mins getting through and then 10 mins where the agent didn’t know how to fix it and he told me that you are still working on one. 

I told him to remove and re add it as an extra but he advised this wouldn’t work as it may still expire next month so as of now no fix is there.

don’t waste your time people calling as the wait times are a joke and I only called based on this reply telling us that the care team can fix it… 30 mins later and still nothing. 

It needs a blanket fix for everyone as I have already spent 3 and a half hours speaking with Netflix/EE regarding this. 

[Cackerbee]

Exactly this. 3 hrs yesterday, very frustrating. If it's an EE error (as it clearly is) they need to find the fix it. Not depend on customers to spend valuable time they don't have trying to fix it for them. 

I can't fault the final operative I got hold of on the technical team, but still not sorted as far as I'm aware.

Come on EE, I would have expected better. 

[Crecca821]

I rang earlier and the advisor cancelled my inclusive extra and restarted
it. Phone call took less than 5 minutes and issue was resolved.

I'm guessing it's pot luck as to whether you get an advisor that knows what
they're doing or not!!

[Stu412t]

It’s fine by me if they don’t care about fixing it. My massively expensive contract ( phone/IPad pro and broadband) is nearly  over and based on their reaction to this I’ll be going elsewhere and spreading the word on how incompetent and inept ee are. 

[JoolzDawson]

I was about 30 mins including queue. The guide deleted the add on, added it then I activated it by the link in the text message. All sorted. 

[IVIojo]

My Netflix is asking for payment update today and won't let me watch without payment details. I have selected the inclusive extra and it is showing on myEE as active, I selected the upgraded 4k package for an extra charge, but this should be coming as part of my bill. I need to know if EE are sorting this issue.