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Netflix cancelled

Bensymonds84
Visitor

‎28-05-2025 07:10 PM

Hi 

 

it have Netflix as an add on through EE mobile. I have an email from Netflix asking to update my payment and I no longer pay for Netflix through EE.

could someone help with this as I have seen others get EE to de select add on and then re select add on to fix the issue 

0 Helpful
14 REPLIES 14
Kelseyt7524
Explorer
In response to Alex_H

‎30-05-2025 04:46 PM

Hi,

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. 

0 Helpful
TheCorm
Established Contributor
Established Contributor
In response to Kelseyt7524

‎30-05-2025 04:50 PM

Ours is currently ok after re-adding yesterday but I can't say I'm filled with confidence that it won't suddenly go wrong....

EE really need to issue a statement, apology and sort a goodwill gesture for all this debacle.

0 Helpful
TheCorm
Established Contributor
Established Contributor

‎30-05-2025 10:56 PM

Seriously fed up with this now....

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0 Helpful
Theo284
Investigator
Investigator

‎31-05-2025 10:45 AM - edited ‎31-05-2025 10:46 AM

Mine has gone again. Sorry to say the online EE help of “we’re looking into this” is hopelessly inadequate.

we, as paying customers, have done nor changed anything. Somewhere between EE and Netflix something has happened, yet we’re the ones having to chase this.

 

not good enough, EE. Not good enough.

0 Helpful
TheCorm
Established Contributor
Established Contributor

‎31-05-2025 01:00 PM

I thought I would try the chat again today to sort.

Before the chat my only issue was that I had Netflix Standard with Ads instead of Netflix Standard

After the chat the agent had changed my account without permission to a "Full Works" plan which is set to cost me £15 more a month and it doesn't have Netflix at all. So now my Netflix has reverted to direct credit card billing and this time I can't reactivate .

Other agents don't seem to be able to return my account back to how it was, have now raised two complaint emails. I would use great care when reaching out to EE for help as it might make things a lot worse.

0 Helpful