Netflix unable to change plan

[Theiny]

how can I change from the basic plan to premium, have tried doing through the netflix app and website and it just changes temporarily and then reverts back to basic after a few mins.   Cannot find anywhere on myEE to make changes to the plan type and Netflix help are directing me back to EE to change plans.

[Leanne_T]

Hi there @Theiny

Thanks for coming here. 

If you log into your My EE app and select Smart Benefits and add-ons. and select Netflix, do you get the option to upgrade the Netflix subscription? 

Thanks 🙂

Leanne. 

[Theiny]

No I don't get any options to change the plan. All I can do is change which smart benefit I have 

[Leanne_T]

Thanks @Theiny

In this case, please give us a call on 150 and our customer care team will help you with this 🙂

Leanne. 

[dant3]

Did you ever find a solution for this?

I’ve been on the phone with EE account and technical support for the past hour and unfortunately no one can figure out why every time I select the Netflix Standard plan (which I was on previously for years) I am seeing that it’s downgraded to Basic again, within 5-10 min. To be clear, I’d already activated my smart benefit and selected to continue Standard for 4£ more per month, not just the included Basic. Occasionally I get a follow up email stating:

”

Unfortunately, EE did not approve your plan change, so we have moved you back to your previous plan.

Please contact EE if you have any questions about why this change was not approved.

”

Anyone have any ideas? The EE Tech guys have escalated this centrally but even their own system to create a support ticket wasn’t working… I’m not very impressed.

[James_B]

Hi @dant3,

Do you have a spend cap on your account?

James

[dant3]

Tried that, no spend cap on the account. Also tried signing out of Netflix on all devices. Still reverts the plan, like clockwork, within 10 min of changing it to Standard.

[James_B]

Thanks for checking @dant3

Please continue with the technical support team to resolve this issue. Did the person you spoke to say the ticket would be raised once their systems were up and running again?

James

[dant3]

I got a support ticket number finally, but nowhere can I check the progress of this. Still have the same problem, I cannot change from Basic to any other package - always get an email the ‘EE has declined the Netflix plan change’.

[Christopher_G]

If you speak to our technical support team, they will be able to give you any updates on the ticket number, @dant3

Hopefully they get it sorted soon for you.

Chris