Netflix not working after move from BT to EE

[MariaFD]

On recent renewal, we were encouraged to move from BT to EE Broadband /TV/Mobiles. Nothing but problems with TV and Mobiles since. Currently the main issue is ....

Netflix Basic is to be included but when I sign in, my account is suspended until I add a payment card after which I will be charge £4.99/month. Various people in Connections have tried unsuccessfully to resolve. For days, we have been  awaiting a follow up call so now have to face the canned music and hours on the phone while we get bounced around again!

[MariaFD]

Hi, Sounds like exactly the same problem. We were so cross and at the end of our tether with it all.  Ours was also called a 'data integrity issue' and was eventually resolved by a Tech team almost a month into our new contract. This was after weeks of calls (hours and hours) having to explain it over and over again and being bounced around. Call backs were promised but rarely came and on the couple of times that they did, I  missed them as at an appointment and they didn't try again! The good news was that at the end of it all we weren't charged anything for broadband or TV for the weeks that Netflix didn't work - we didn't have to ask for this which was good.  Our Netflix account had not been deactivated by BT but had we wanted to use it we would have had to add a payment via a link. We opted not to do this and just didn't use it  so we didn't need to try and claim a refund here. At some point about a week before it was finally resolved, when we felt we were getting nowhere, we were assured that it was with the Tech team and that they were working on it . Then one day (I think we got an email), it suddenly worked! In parallel to this we had big issues with the mobile contracts that we had carried across from BT (our included roaming wasn't) - we gave up here and moved to O2! I don't think I've been able to help much other  than letting you know that we eventually got a good outcome. Good luck with it all

[DonH2]

Hello,

Thank you for your reply. Have just spent another 1 hour plus on the phone.Still no further forward. One guide tried to tell me we we had set it up from TV and not EE box, he then disappeared off the phone. Call transferred to another guide who said BT had removed Netflix but needed to reinstall !!. Eventually retention dept got involved who have said they will credit my account for 2 years of Netflix £120 so at least the £4.99 charge each month will be compensated that way. As yet no email received confirming this credit. My next battle will be compensation. Glad you got sorted X

[Andrewman86]

Hello,

Wondered if you could offer any support. Swapping from BT entertainment with Netflix to EE entertainment with Netflix.

Broadband and TV are now live, but yet to receive my Netflix activation email. My Netflix account is paused as BT has removed the billing data, EE needs to link to this and the payment details.

It's all using the same email address. 

[Leanne_T]

Morning @Andrewman86 

Thanks for coming to the community. 

What happens if you try and log in with your existing account details into the Netflix app on your TV box? 

Leanne. 

[MariaFD]

Hi,

I'm not sure it's exactly the same issue though sounds broadly similar. In our case, Netflix Basic was to be included with our new EE contract but when I tried to sign in, my account had been suspended unless I added a payment card after which I would be charged £4.99/month. It didn't matter where I tried, same issue. It was eventually resolved by EE but took weeks back and forth. Sorry - not much help