Netflix premium upgrade keeps getting declined

[Sehafr]

I have Netflix as an inclusive extra and it’s all up and running, I decided to upgrade to the premium tier for an extra 10 pounds per month, every time I upgrade I get a message 10 mins later saying this was declined by EE and I get bumped back the basic plan. I have tried this around 20 times yet without success. I can see as an add on in my account a Netflix premium upgrade for 10 pounds a month son am getting billed for it but the upgrade keeps getting declined, what is going on and how do I resolve as I have now been billed 2 months for. Premium upgrade and have yet to get to use it. At this rate I am going to ditch the inclusive extend file a complaint.

[Katie_B]

Good morning @Sehafr. 

Welcome to the EE Community. 

I am sorry to hear this is happening. 

Are you able to screenshot the message that you receive without including any personal information?

Katie

[Sehafr]

Hi Katie as requested

 

[Katie_B]

Thanks for providing this @Sehafr. 

I'd recommend giving us a call so our customer care team can check your account eligibility. 

Please keep us updated, 

Katie

[PrinceValto]

I keep having the same issue and I have already contacted the customer services team and it still keep bumping me back to basic 

[Christopher_G]

Hi @PrinceValto 

I recommend continuing to speak to our Mobile Care team so that this can be looked into through your account.

Chris

[PrinceValto]

I have already done this several times now and it seems the customer care team don’t know how to fix this issue all they do is deactivate the add on and then re-add it and then within 5 minute you get the same email that the change has been declined by EE. 

it doesn’t seem to be fixed no matter what gets done so there clearly is an issue that EE need to investigate 

[Leanne_T]

Hi there @PrinceValto 

I am sorry to hear this is happening when trying to upgrade your Netflix package.

Do you have a mobile or broadband account? 

Leanne.

[PrinceValto]

Yes I have a mobile contract and have contact multiple people regarding this and yet it still comes up saying EE has declined the plan change

[Leanne_T]

I see @PrinceValto 

I would suggest getting back in touch with our mobile guides, they can run through some checks and if needed raise a support ticket to get this fully looked into for you.

Leanne.