Netflix Still Billing despite being part of Package

[russjet]

HI

We recently switched across to TV via EE. One of the reasons we switched (from Sky) was that Netflix was to be included in our package and we would no longer have to pay for a Netflix service separately.

We were guaranteed that our existing service would continue including all existing profiles and that the cutover would be completely automatic .

However since switching over we have been continued to be billed by Netflix this has now happened for two months.

We did call EE about this last month and was ensured that it has all been sorted but obviously not.

Our Netflix and EE accounts have the same logins - effectively our e mail address.

Anyone having similar issues -or had this resolved?

Very frustrating as was an hour on the phone last month trying to solve the problem.

[Alex_H]

Hello @russjet,

Welcome to the EE Community

I am sorry to hear you are having an issue with your Netflix subscription through EETV. 

There is a step to activate your Netflix subscription through EE with your Netflix account, the link should be in your confirmation e-mail or if you login to your EE account, select Manage then TV & Sport you should have Netflix there to activate. 

Had this been done at all? When you login to your Netflix account on their app/website and go to the Account section is it showing Billed/managed by EE or just your card details? As if its showing billed by EE you should not be being charged separately but if its showing your card details or other payment method it would suggest the accounts are not linked yet.

Alex

[russjet]

HI Alex

Thanks for your reply.

Just checked Netflix and that is still showing credit card details.

Looking at My TV and Sport it does say that we have Netflix as part of the package though?

Not sure why the accounts are not linked yet as it has been over two months now.

[Christopher_G · Accepted solution]

Hi @russjet 

I can only suggest speaking with our Customer Support team again, so they can double-check that the accounts are linked from our side.

Let us know what happens please.

Chris

[mistachicken]

just in case anybody from 2026 is looking at this.

I had this issue and finally found out my old profile was logged in on multiple devices (i do mean profile and not account user). I had to log out and re log back in to make sure EE was in the account bit not my old payment details.

I found this out as the netflix account i use had certain icons for usernames and when i initially linked ee to my account some of the icons had gone or changed. Hey presto any device i was logged into previously with the old profile and icons had my old payment linked. 

logging in and out again changed the payment to EE.

I hope this helps comeone.

[Leanne_T]

Hi @mistachicken 

Thanks for sharing your experience and how you changed the Netflix billing details. 

I'm sure this will be super helpful for other customers 🙂

Leanne.