Netflix activation problem

[Colin131]

Just joined EE and broadband/TV activated 15/04/24. Been trying to activate Netflix which should be included in my TV package, I didn’t receive any activation email when I took the contrac.

Link in welcome letter (EE.co.uk/go/partneractive) not working. Checked all email folders, just in case, but no activation email. Please advise.

[Katie_B]

Hi @cdeimerej. 

I have replied to your other post. 

Katie

[icba1957]

I have just been billed (again!) for Netflix, when I was clearly told when I was forced to migrate from BT to EE that it was included in my package. Helpfully, there seems to be no record of this.

I have also been told that if I want to cancel my contract it will cost me £1700!

I fully intend to cancel my contract, and will pursue EE through the small claims to reclaim my costs on the grounds of mis-selling. This is clearly a widespread problem which they seem incapable of or unwilling to deal with.

[DarrenDev]

@icba1957 if you'd taken any of our entertainment packages, you'd have had Netflix included.  As you chose as sport-only package, Netflix isn't part of it.  This is the same as with TV from BT too.

If you were told over the phone that Netflix would be included with your Sport-only subscription, then the call will be recorded and you have a genuine claim.

[icba1957]

I was told the phone call was too long ago (october of last year), so it is no longer on your system.

My reading of all the similar messages about difficulties with Netflix is that a number of people were mis-sold the package over the phone.

[DarrenDev]

9 months into your contract, and the first time you called about it was this morning?

[icba1957]

Does that matter? 

Is that how you respond to all your customers?

[icba1957]

Besides which, five months of my contract was spent waiting for Openreach to connect my full fibre, which you would have noticed if you'd looked more carefully.

So it's actually only three months.

[icba1957]

And this morning was the first time the charge has appeared on my bill ...

[DarrenDev]

It matters because (as you've discovered), it's too late for us to be able to do/prove anything. Whilst I've heard of a few agents mis-selling due to misunderstanding products or requirements, I've never heard of any cases of people being promised Netflix on a sports-only subscription.

I had spotted that your broadband hadn't been connected for months (for which you received considerable compensation), however if you'd signed up for Netflix at the same time, you would have been charged all these months too.  Plenty of time to raise it.

The best I can suggest is that you try raising it as a complaint with EE - https://ee.co.uk/help/contact-ee/complaint/complaint-form  This will then go to a team who have the power to make decisions that regular agents cannot.

[icba1957]

If I'd signed up for Netflix on the understanding that it was included, why would I have been charged?

I have raised a complaint, not only about the mis-selling, but about your attitude too.