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. 

[Kelseyt7524]

I have had the same issue as the others in this thread, where I already had Netflix Standard and it was removed from my inclusive extras. I followed these steps to set my Netflix back up yesterday. It seemed to work until today, where the same issue ensued again.

I received the below at 12:35pm:

"Hi from EE, just to let you know we're sorry but there is a problem with your Netflix subscription via EE and we are working to fix this for you. Please look out for a text from Netflix with instructions to re-activate your account. If you want to upgrade to Netflix Standard, text NETFLIX to 150 after completing activation with Netflix. Thank you."

Then at 15:53 I received this:

"Hi from EE. We've removed your Netflix Inclusive Extra. You can manage your extras on the EE app. Thanks."

"Hi from EE. We've removed Netflix Standard from your account. If you want to add it again, please visit netflix.com and go to the Account section. Thanks."

I have now been charged by Netflix, and I cant even set the inclusive extra back up on the app because it wont work! It also still shows as "Netflix Basic", which is incorrect as the messages indicate. 

If there is any way to have this fixed in a way that it STAYS FIXED and doesnt revert itself not even 24 hours later, then we would all appreciate it. 

[TheCorm]

Mine just did it again and I had to fix it again. This is ridiculous, what are EE playing it.

[TheCorm]

Seriously fed up with this now....

 

[TheCorm]

I mean you really can't make this up...it's truly shocking how this isn't being fixed....

 

 ..

 

[im32g]

This is turning into quite the fiasco.  So far I've activated  it back twice, had a flurry of text messages turning it on and off with no input from me, and now this this morning.

[TheCorm]

I made the mistake of chatting to them trying to sort it out, the agent I spoke to made a load of changes to my account, changed the plan without my authorisation to one where Netflix is not included it and asked me if that had sorted it!!

He removed my EU roaming bundle and only put it back after I made a lot of fuss.

I now have no way of re-adding Netflix, this is shocking, it's total incompetence and I am wasting so much time on it.

[TheCorm]

I'm utterly lost for words. Have just discovered that the person I spoke to on chat has upgraded my plan to an Unlimited Data one which is going to cost me £15 more a month....without me asking for that.....and it doesn't even come with Netflix. This is completely insane and apparently they can't do anything about it! They've got to wait 48 hours and open a complaint. I am so angry....I wish I'd just left it with Standard with Ads, though jo doubt it would have been randomly removed in the next 24 hours anyway.

[im32g]

Hmm, given people are being charged extra and having plans changed to more expensive ones, think I will wait a few days for the dust to settle before trying to get rid of the ten second adverts that are now popping up. 
Will price up seperate phone and Netflix contracts in the meantime!

[TheCorm]

I now have my original price plan back. Not sure if I am going to end up paying more because I had the other plans for 12-24 hours.

However I cannot add Netflix as my included extra. It's just not there in My EE anymore.

I then get this text

"You're eligible for one Inclusive Extra on your Smart plan. If you haven't picked it yet, make your choice now at ee.co.uk/MyEE or reply PICK"

So I reply and go through the options and it ends with l...

"Sorry we were unable to complete your request. Please try again later or if you continue to receive this message call us on 150."

I am going to call but not straight away, maybe they'll sort it out....has anyone has much experience with the online chat? I have obviously over the past few days and once you get past the initial AI assistant, the "real" agent still feels a bit like AI or people heavily using AI assistance to write everything . The replies are just weird....like they're written to be excessively "nice" and "over-familiar" rather than straightforward, polite and efficient.

Examples..

"Thank you Jamie - you have such a lovely name!"

"Also, I’d like to share that this was my very first chat of the day, and your kindness and patience truly made it a wonderful start to my shift — thank you for that!"

"I’ve made sure your account is being brought back exactly as it was, and I’ve personally taken the effort to get this reversed because your trust and loyalty — especially over 7 years with us — genuinely matters. ❤️"

It's just all very weird.

[TheCorm]

I put in a complaint and got called back and I thought I'd finally be able to sort this out but no.

They just took me through everything I have tried already.....I can now only activate Netflix Basic and it doesn't offer me a chance to upgrade it just says I have to contact EE to change to a higher plan.

And the useless person handling the complaint told me I would need to contact Netflix, which I know will not help.  Basically my account has been changed to one where I can get basic and nothing else and I am pretty sure if I choose basic I will then be stuck on that without the option to upgrade.

So I think I am just going to leave it directly billed with Netflix and I will likely be leaving EE when my contract is up as this whole mess has really left me disappointed and fuming.