Netflix added then immediately removed from my add-on

[Haximus]

So I got an email a few months ago telling me that one of my add-ons (Netflix Standard account) was raising it's prices so as a result I could no longer be on the standard package rewarded to me as part of my sim deal without paying a little extra. I agreed to this and all of it was updated. 

Now today I ended up getting a text message from EE saying thank you for upgrading to Netflix Standard. Then I immediately get a follow up message saying 'We've removed Netflix Standard from your account. You'll no longer see this on your bill or be charged.' then it said I can re-add this in my account. 

I checked my EE app and it was still on there as an add-on. Went into my Netflix account and got told that my payment method needed updating. I updated it to my EE account and I got a text message saying thanks for your payment of £12.99. 

Now I'm confused because this add-on usually took care of the cost of the lowest package (standard with adds) and I paid whatever the remainder cost was. But am I now going to be charged the full amount? Why is EE doing this? Telling me it's all be updated then just kicking me out of the subscription altogether. 

[TheCorm]

If you visit https://ee.co.uk/netflix and choose Standard with Ads this will get you back in, if you were using Standard without ads before it will ask if you want to stick with this at a cost of £7 a month.

I'm expecting at some point EE to release a statement and apologise as this is happening to everyone who had Netflix through EE I suspect, they should be providing a goodwill gesture to make it better really.

[Shibby585]

Why on earth has this happened with no warning. We thought we had been hacked as it said someone had logged on and it wasn't us. Then payment details were removed and we couldn't watch. Now there is an increase from £3 to £7 without warning!? We received no notification that this was going up and regardless Netflix hasn't gone up by that much so why the hike now for the standard plan!? 

[TheCorm]

I think I got a text message saying it was going to happen, can't find an email.  Who uses Texts nowadays who isn't like over 50......I only use them when services force me to for security etc.

It's Netflix putting up their prices that caused the hike but like others have said it was worth £7.99 before but now our deal is worth £5.99 as you either get the Standard with Ads or have to pay £7 towards the £12.99 for Standard.

It removing it completely feels entirely down to EE though and it really is something they need to address publicly as a fault in their process.

[im32g]

Shocking performance by EE.  I have had the same experience as original poster, with no previous warning from EE.

Netflix not working, no sign on my EE plan page of where the netflix benefit that should be part of my plan is.

[Shibby585]

We haven't received any notification at all either by email or by text. And as you say this is a massive price hike from £3 to £7 which means we are now paying over half the cost of standard plan which is £12.99 shocking by EE in my opinion as Netflix haven't put prices but by that much. It was £11.99 before and we were still paying £3

[im32g]

I've now gone through the procedure of going to https://ee.co.uk/netflix and activating with adverts, then accepting the upgrade to standard which will be billed at £7 via EE.

The procedure is straight forward, but the lack of proper communication from EE apart from one text months ago, and the reduction in value/increase in price leaves a bad taste.  

Between the mahoosive annual price increase a couple of months ago, and now the reduction in benefits and more costs, looks like it's time to shop around other providers again.

[Fox111]

EE has always been spot on with its service and customer centric brand. However what baffles and annoys me is why nobody at EE has shared a customer wide email or notification to state there has been a major Tech issue affecting this Netflix add-on and therefore reassuring its customers it is being dealt with. We all appreciate this will be vastly expensive and from a partnership perspective with Netflix damaging or maybe it’s more complex than that , but please understand staying silent is not the way to go. Consumers have so many options these days customer service is king. 

[Haximus]

**UPDATE TWO DAYS LATER**

I got a text from EE telling me that there was a problem with my Netflix subscription. Even though I had gone into my settings on Netflix and changed the payment info to be 'via EE' and had it playing fine these past two days (and still does according to my settings). In the same text I was told to 'look out from a text from Netflix' for further instructions. 

I figured that instead of jumping the gun this time I'd wait for Netflix's text (which never came). I then received another text from EE once again telling me that they've removed my inclusive extra for Netflix and to go on the app to change this. 😑🙄

My messages are currently going haywire because now even whilst typing this I get another message saying 'Thanks for adding Netflix as an inclusive extra please lookout for a text from Netflix with steps to activate it'  😡😵
I have no idea what is going on at the EE offices and by the looks of things I don't think they do either. 😬

[Shibby585]

I think EE have realised they have messed up and have removed and re-added Netflix. This has happened to us even though we were already sorted and set up! For those not receiving the Netflix text I think we went via ee.co.uk/netflix and managed to get back online doing that. 

[DrStrut]

It does look that way. I’ve received many many emails and texts today from EE on this. I thought it was all sorted yesterday.