Upgrade Netflix to Premium

[Profile closed]

Good morning,

I have activated Netflix as my inclusive extra. During the sign up process with Netflix, I attempted to upgrade this to Premium for £10/month, however 5 minutes later I received an emails saying “Your plan change has been declined”, and to contact EE to resolve it.

I have since found the premium add-on within the available EE add-on’s, and have selected this. Despite this, I’m still stuck on basic.

I have attempted to upgrade through my Netflix account whilst this add-on is active, however after 5 minutes or so it reverts back to basic.

I have spoken with EE support today, and was advised I can’t upgrade to premium with EE, however it sounded like a query they don’t get that often, so I’m not sure if that’s correct.

I’ve spoken with Netflix, who changed me to premium, which then automatically reverted back to basic. They have advised it’s an EE issue.

I’ve tried ee.co.uk/netflix, and whilst it presents me with an option for Netflix premium with an activate button underneath, an error pops up when trying to activate.

Am I misunderstanding something?

Thank you,

Jordan

[Alex_H]

Hi @Profile closed 

Thanks for visiting the EE Community

You are correct, you can upgrade your inclusive extra Netflix to Netflix Standard or Premium, apologies for the incorrect information previously. And it does need to be through ourselves rather than Netflix, as you have found trying to change it with them direct wont work.

You mentioned trying to upgrade to premium during the sign up process, just to confirm did you manage to complete the sign up process originally through ee.co.uk/netflix and you can currently use the basic package from your inclusive extra? 

Does the Netflix Premium add-on show up in your list of currently active add-ons on the EE app or website? When was it you added it? 

What does texting NETFLIX to 150 report? 

Alex
 

[Profile closed]

Hi @Alex_H,

I activated the inclusive extra yesterday to get the basic package. A link was sent out via SMS which allowed me access to the basic subscription with no issues.

During this sign up process, on the Netflix website it asks for confirmation of which plan I'd like. I attempted to select Premium through this initially, and it advised the £10/month would be billed through EE.

I then got an email around 5 minutes later saying EE didn't approve that, and the account had been moved back to the basic subscription.

This morning I then discovered the Netflix premium add-on, which I have selected (around 9am or so). I added this through the EE app, not ee.co.uk/netflix. This does shown on my account, and the EE advisor could see this too.

I then read about ee.co.uk/netflix, and when I access this webpage I can see an option for 'NETPREM'. When attempting to activate it just says: "Sorry, something went wrong. Please close this and try again". I have tried from different devices at different times.

I've just sent NETFLIX to 150 and it advised which plans were available. I then replied with NETFLIX PREMIUM and it responded saying I already have that on my account.

Thank you,

Jordan

[Alex_H · Accepted solution]

@Profile closed Thanks for confirming, the ee.co.uk/netflix link is only needed for activation so as long as you have completed that and can use the inclusive extra nothing else you need to do on that page. 

Did you receive any confirmation text when you added Netflix Premium this morning? It can take up to 24 hours to activate so it may still be in process currently. 

Alex

 

[Profile closed]

Hi @Alex_H,

I didn’t receive anything this morning, so maybe that’s what it is.

I’ll check back in tomorrow and see if it’s up and running.
Appreciate the help.

Thank you,

Jordan

[Profile closed]

Got an email around 04:15 this morning from Netflix confirming I'd been upgraded to premium.

Lesson learnt - be more patient! 😊

[Michael_D]

Brilliant news @Profile closed, I'm glad to hear you've had it now.

Take care and have a great day.

Michael

[Gerry1812]

Glad you were sorted out.  On moving (being tricked) from BT to EE on promise of a proper Netflix, found it was basic with adverts - and I could not add my daughter on as an extra family.  Another EE person sold me the Big Entertainment Film upgrade saying it came with this.  This was not true!  Trying to get rid of it has been impossible ... we will ring back tomorrow (nope!).

Have continued t(as when with BT) to pay Netflix direct.