Netflix Activation not working

[cdeimerej]

This is a long one!

April 17th I upgraded to EE from BT via a BT guide to a broadband and TV package including TBT Sport. During this upgrade I was told and have email confirmation dated 17 April that Netflix was part of my TV bundle to avoid having to pay for it directly myself (and would just pay the difference for a premium account) which I had been doing previously - so essentially I have an existing Netflix account!

I receive the activation email via EE on 17 April but when I try to use the link nothing happens when I am signed into Netflix and it spits out a "Something went wrong error" when I am not signed into Netflix.

I use chat support and they say that because my service with EE doesn't start until a week later 24 April that the link won't work, so why send it that early!?. So I wait until 24 April, EE TV box arrives, I set it up and go to Netflix app but nothing happens no option to move to EE or to add to EE billing, I just sign in and it takes me straight through.

Between then and now, 7 June 2025, I have used chat support twice and called customer services twice while being passed around like I was the ball for prime Barca in a never ending loop of trying to figure out why my Netflix Extra benefit is not working. Some guides say it isn't on my account while others who seem to have deeper access to my account can see that it is on there. Who knows at this point!

I have been asked to cancel my direct payment with Netflix and the EE Billing should take over when it ends - it didn't.

I have been resent the activation email twice, no luck still - same issues as before constant errors. Doesnt even matter what device I use (iPad or Phone)

I got so tired of going round in loops, I decided to just remove netflix but the offer I received and had to cancel was more than what I pay already for less services!

I have reset the TV Box, reset my passwords (as per advice from an EE guide) but still nothing.

So please EE or someone, help me. I just want to get it working and make full use of what I am paying for. I'd like support from one person who knows what they are doing and not just reading instructions off a script.

Even though the broadband and rest of the TV and customer service is usually good this issue seems to befuddle all of the guides I chat or speak to. No resolution leaves a bad impression despite all the good and I'm starting to believe that upgrading from BT was a bad idea.

[cdeimerej]

Thanks Michael, so what can I do now?

When I upgraded to EE the sales agent at BT said that Netflix would be included with my regular bill.

Is it different as an Extra?

Even then, I still haven’t benefited from the Extra I’m supposed to have with EE. I still am paying it directly with Netflix.

[Michael_D]

The best thing I can suggest would be to get back in touch with our customer service guides for them to look at it one more time @cdeimerej.

I would ask them to open a complaint, as you have spent so much time on this and have the document to show it was to be an extra on the subscription. If you are not getting anywhere to get a resolution with them, they can look to escalate it further for you.

Michael

[cdeimerej]

Hi Michael,

Thank you for your help and have been in touch with the customer service team again.

A frustating phone call as we kept going round in circles. It seems like I just have to accept that I have been hard-done by! 

The guide on the call said that Netflix isn't part of the Sport package and isn't also an Extra on my account - I mentioned several times that I have an email (proof above) that Netflix was part of my order initially. They kept saying that maybe it was a one-time offer and it was an activation link, so then what? The link I received (twice too!) never worked for me so I was never even able to activate it.

My conclusion, frustating as it is, is that a mistake was made on EE/BTs part during my upgrade and that Netflix was offered to me by mistake. Again, at the time, I was told that Netflix would be part of my package and bill which meant I wouldn't have to take on a separate subscription with Netlfix.

With that said, it also looks like I am due no compensation or benefit as the only way to get Netflix now would be to upgrade or add-on an Entertainment package. So means I just have to pay for the Netflix separately which is what I was doing before anyways.

I love the product provided by EE / BT but this has definitely left a bad impression on me for now.

[Michael_D]

I can understand your frustration @cdeimerej, especially after nearly 2 months of being told you'd get it.

If you aren't happy with the outcome with the calls you can raise it directly with our dedicated complaints team. You'd just need to complete the online complaints form and the team will get back to you as soon as they can.

Michael