Netflix Re-activation keeps wanting to give me basic

[TheCorm]

So I have discussed on other forums the world of pain i've been through since the Netflix Standard add-on went from being £3 extra a month to £7 a month.

During this I lost the link between my EE and Netflix accounts, got charged by Netflix, had someone at EE change my price plan without asking me and so on.

Nearly everything is back to normal now, I have my original price plan back and I am showing I have Netflix as my 1 swappable benefit.  So I visit ee.co.uk/netflix...I verify my mobile number with the code and I get asked this....all good so far.  I choose Netflix Standard with Ads expecting it to offer me the option to upgrade it to Standard.  

 

It then sends me through to Netflix, it confirms my email but then says this....

[Mod edit: Image rejected due to it containing personal information.]

This isn't how it's worked in the past and I am pretty sure that if I say Accept it will downgrade me to Basic, which is a plan that is no longer available directly through Netflix and isn't the one I want.

I have just over two weeks before Netflix bill me again and would love to get this sorted but I am concerned about talking with the Chat Agents as it feels like they are AI/Human hybrids or something and it's wasted many hours of my time and I am worried they will do something to make it worse.

From my EE section just to confirm:

[TheCorm]

Thanks to mods didn't spot my email was on there, here is an edited version of the redacted image:

[Ali_A]

Hi @TheCorm 

Once you select an option, it will then give you the option to upgrade to standard. 

Our Netflix through EE mobile page gives more information.

Hope this helps! 

Ali 

[TheCorm]

Yeah it used to do that but now it just tries to downgrade me to basic.....it was at this stage previously where it would ask if I would like Standard without adverts and the extra cost will be £7 which will be added to my EE bill but this very clearly says that Standard plan isn't included in this EE package, like Basic is all I can have.

[Ali_A]

@TheCorm 

Do you get that message when you're selecting Standard with ads option? 

If you are on an old EE plan which originally came with basic Netflix, and click the accept button, you should be moved to Standard with ads automatically. 

Which will then have the option to upgrade to full standard. 

Ali 

[TheCorm]

I've had Netflix Standard through EE for years....paying £3 a month.  I got told it would increase to £7 a month, that was annoying but I was fine with that and left it expecting it to be automatic.

Instead, a couple of weeks ago, Netflix was just disconnected from from my EE account without warning and Netflix immediately charged me.

I then went through a tonne of trouble tying to get it back on there.  At one point I went through this process, selected "Standard with Ads" and then when I linked it on the Netflix page it said my account currently has Standard and do I want to keep this which will cost me £7 extra a month, payable through my EE account. I said yes and thought it was all resolved.

Then the next day I got an email from Netflix saying that EE didn't authorise that and I was downgraded to Standard with Adverts.....then I contacted EE customer services to see if anything could be done and that's when an agent changed my entire call plan without permission and messed everything up.

After a load more fighting I got my call plan back but the Netflix benefit was totally gone from my account.  I then had to contact yet again, wasting even more of my time and they said they couldn't do anything more, that it was a Netflix problem, which I knew was nonsense and closed my complaint against my wishes.

Then....the Netflix benefit re-appeared and again I was filled with hope but that's is when I got to what I have described above, previously it never just tried to put me on basic and I have never had basic.  Which is why I don't want to click that button as I don't think that is going to get me what I want, it feels like it's going to get me stuck on basic with no way to upgrade.

Are you saying it definitely will then give me the option to upgrade because as described, when I did managed to re-apply it before it never mentioned basic, I never saw that screenshot, I instead was offered the chance to upgrade to Standard without adverts right there and then.

[Ali_A]

@TheCorm 

When you activate the Netflix Inclusive Extra, you'll usually be given the option to upgrade from Netflix Standard with adverts to Standard or Premium.
You can also upgrade at any point while your Netflix Inclusive Extra is active by logging into EE, this is mentioned in our Netflix through EE mobile page. 

Ali 

[TheCorm]

So I decided to try it and see what happens and it was just as I predicted it did not offer me a choice to upgrade to either Standard with Ads or Standard without Ads.

My Netflix account has now been downgraded to Basic, how do I fix this?

There is no way to change it from the Netflix end.

The link you sent me says this....

"How do I upgrade my Netflix Inclusive Extra?

When you activate the Netflix Inclusive Extra, you'll be given the option to upgrade from Netflix Standard with adverts to Standard or Premium.

You can also upgrade at any point while your Netflix Inclusive Extra is active by logging into EE."

Well the first bit was not true, but is the second bit an option.....I'm logged in but I don't know where to go....the inclusive extras page doesn't let me do anything......not upgrade nor choose a different extra.

[Ali_A]

@TheCorm 

Have you logged into your EE account online, then select your Inclusive extras section, followed by selecting the Netflix to then upgrade to the Standard Plan version? 

Ali 

[TheCorm]

Here are the steps I take.....

1. Login here - https://myaccount.ee.co.uk/login-dispatch/?fa=logout

2. Click "Mobile Add-ons"

3. Click "Inclusive extras included in your plan"

4. Under "Your inclusive extra" Netflix is already selected.  You can see the details there is a "See more" link which gives you more details including talking about the upgrades...however it appears to be out of date as it talks about a £3 charge for upgrading to standard when it's now £7 of course. There is no button or link there to change the level of the Netflix benefit.  Please advise if I need to look elsewhere.