I’ve had this today too. The online EE help isn’t really any help, to be honest. I know through googling it has happened in the past though, exactly the same.
I suggested they do this in the chat but they didn't. I am told it's being investigated and will be sorted. Giving them some time. Needs everyone affected to get in touch with them.
I don't know what will happen when they reinstate it....will I get a pro-rata refund from Netflix? Why should I pay anything extra though given it's an EE issue.....
So, I got mine sorted via chat last night. It took over two hours, but eventually they just sent me the “activate netflix” link again and that did the job.
Netflix has recently discontinued the Basic level plan which has been provided by us as an inclusive extra. As such the inclusive extra version has now changed to Netflix Standard with ads. There should have been a text message received back in March from us if you had the Basic plan and were affected.
With the change you may need to do as @Theo284 did and re-activate your Netflix on the new level by visiting ee.co.uk/netflix and completing setup again to restore your access.
Thanks for getting back to us. I had Netflix Standard before and paid a £3 uplift on my EE bill to get this.
I have visited the link you sent me and it offers me "Netflix Basic" or "Netflix Standard with Adverts" but I don't want those....I want the Standard WITHOUT adverts which I understand I now have to pay £7 for.
Now my EE account says I already have this....but my Netflix account says I don't have an EE provided membership (only now does it say this, was fine 2 days ago) and they have charged me.
How do I or anyone else who was paying extra to upgrade their Netflix package through EE get this sorted please?
And once it's working again....do Netflix refund the unused time? I hope so because if not I think EE will need to cover this as people have been charged because of a change EE instigated.
If you follow the process to setup activation and select the Standard with Ads, once setup you can then upgrade to Standard or Premium.
Once setup you should be able to do this either via the add-ons section of your online account. Or by texting Netflix to 150.
I am sorry to hear you have ended up charged by Netflix due to this, once you have reset your subscription through us I would suggest contacting Netflix to check for their refund process. But if you have any trouble I would recommend reaching out to our billing team for further help.
I have gone through this and it did indeed offer me the option to upgrade to Standard without adverts for £7 a month so have done this. I will contact Netflix and see if they are going to issue a refund because if not I will have to contact EE billing which I suspect will be a needlessly lengthy process and my experience is that the people I talk to are more interested in selling extras and asking about my wellbeing than resolving problems.
I contacted Netflix and they have refunded the £12.99 charge for me. Took about 5 minutes. Yesterday I spent 25 minutes on chat with EE and got nowhere. You guys really need to up your game, this issue should never have happened, we got told we were going to get charged £7 instead of £3 if we wanted to keep Netflix Standard without adverts but we weren't told the old subscription would be removed and we'd have to set it all up again.
I really feel that all impacted should get some kind of goodwill gesture for the problems this has caused.....a gift voucher....account credit....or something.....if you want to encourage them to stay as customers.
