Extra charges

[Nobbyeggchaser]

Apparently I have been receiving Netflix without adverts since March ( even though I have Netflix with ads as part of my package );and they have never billed me for it but now apparently they can go back three months to bill me for something I never asked for or never knew about or I would have cancelled. I rang the helpline but all she kept repeating was that I had received the service and ofcom say they can claim three months so they will. Every time I asked who added it to my package and why I had never been told all she kept repeating I had received the service and therefore had to pay for it and she had therefore answered my questions. Any else had this problem and how did you get them to understand? 

[DarrenDev]

Records show that it was added within the Netflix app/web site on May 3rd 2025 (not sure where March came from?).  You've had it for almost 16 months without charge.

[zulu17]

There may be similar or unrelated issues reported by BT EETV customers over Netflix subscriptions.

edit - thread added

https://community.bt.com/t5/Bills-Packages/Netflix-Billing-update/m-p/2469297#M183561

[DarrenDev]

Yes - same issue.

A billing fault has identified many accounts in this state - where customers upgraded via Netflix, but it didn't get added to the EE bill.  Emails have been sent to affected customers, and helpdesks briefed on how to handle it.

[Gina45]

I had exactly same response

I pay for Netflix inside a TV bundle but received an email saying I had to pay back dated amount of £21 for 3 months of Netflix  

Her advise was to call on my billing date of 18th Sept and stop the upgrade and therefore any future payments being taken.

I really couldn't understand how I the customer is being asked for payment for something I neither asked for ( and am already being charged for in my TV £22 per month bundle)

EE need to sort this out with Netflix direct not have angry customers calling in wondering whats going on. I will be pursuing this more formally and likely cancelling my TV package if nothing is addressed.

[DarrenDev · Accepted solution]

@Gina45 your account is showing that you upgraded via the Netflix app the day after you changed your TV package last year.  Are you confident that no-one could have selected that option? Possibly during activation of the account?

[DarrenDev]

I've spoken to the person who lead the investigation into these missing charges.

This issue ONLY affects customers who chose to upgrade Netflix during initial activation of a new account in 2025.  It's offered as an option during first account set up, and there was a fault meaning it wasn't added to the bill if selected at that point.  If it was added afterwards, it was correctly added to the bill.

[Nobbyeggchaser]

Seems unfair we are expected to pay for something we didn’t know we had. Could they just add a load of sports channels that we would never use and then charge us 3 months worth . It was mentioned the help desk had been briefed about it but the lady I spoke to obviously hadn’t received the memo as just kept telling me I had received it and ofcom rules say they can charge 3 months for it. Every time I tried to ask when it was added and by whom she just said the same thing like she was reading from a script! 

[DarrenDev]

Sorry that you weren't provided the extra information @Nobbyeggchaser 

I can confirm that the Netflix account was upgraded by the first person to use it - it was a prompt when signing in for the first time.  It's only this scenario where it failed to be added to the BT/EE bill.

[Nobbyeggchaser]

When I was sold the package in the shop I was told it included Netflix. No mention of ads or otherwise. I may have activated something when trying to get it to work on the television but when I received my next bill I would have cancelled it. You can’t change me 3 months for something I didn’t realise I even add or you could add other things all the time! I now see my broadband has for some reason gone up by £10 when I thought it was fixed to the end of the contract. Is this something else you have added without me asking for it ?