Unable to Cancel Netflix with EE via Website or Automaed Customer Service System

[michaeluk1406]

I am trying to cancel my Netflix subscription which I signed up to through EE. I've looked on the EE website under my account and there is not listed there under AddIns. I tried calling EE customer services and its useless - it just has an automated system with no suitable options listed or opportunity to actually talk to a real person. I tried version options in the system and nothing leads to a realy person.

EE do better. 

[Weerab2024 · Accepted solution]

If you have an entertainment package it comes by default and included in the price.

As far as I am aware there is no way of tailoring those packages so that is removed and EE doesn't offer a no frills package without it.

[LisaH22]

Hi. Did you get this resolved? I'm having the same issue. They can't see it as an add on so therefore can't cancel it. I have no option to cancel. I do have a separate standard netflix account not linked to ee and it isn't on there or through them so they can't cancel it either. It has been going on for about 4 months and they give me a refund every time but still no resolution. 

[DarrenDev]

If you have an EE TV package with Netflix included @LisaH22 then your most cost effective solution is to move your separate Netflix account onto your EE bill. You'll then only pay once, benefitting from the portion already included in your package.

[LisaH22]

We did have standard Netflix included when we moved to EE so I paused my payment for seperate Netflix standard plan that we already had. When EE removed it from the plan we went back to paying Netflix directly again and weren't watching via EE but only via Smart TV app or other devices. Then I accidentally went into Netflix via the app on EETV 4 months ago and signed up unintentionally to premium. Not my finest moment. But I wonder if it's a linking issue? I don't want my Netflix via EE, that was never my plan, yes I had it when it was free as part of my initial package but not now. Netflix have no details of a premium plan on my account and EE can't remove the premium. Not one of the many people I've spoken to in countless departments over many phone calls can join the dots. They have just removed the charge every month. 

[DarrenDev]

Ah OK - I can see an attempt to fix your situation that was then cancelled.

I'll get it removed from your account - I'll update here when it's done (you may receive emails notifying you of orders on your account - you can ignore them).

[LisaH22]

Hi. That would be great. Thank you. Please keep me updated. 

[LisaH22]

Hi DarrenDev did you have any luck? Is it possible I've signed up to premium separately via the ee app, but because there is no link to my own standard plan netflix account that is the cause then? I signed in using my netflix login. Obviously was just signing in thinking I could watch that way because my smart TV app wasn't working. Does this then mean the only solution is to link the accounts then change to a standard plan as an add on with EE? I'd rather not be billed for Netflix via EE at all but if this fixes it I then have should have the option to remove it once linked? Please respond, I really don't want to ring up and waste another hour on the phone. If I can at least have clarity what to do that would be great thank you.

[DarrenDev]

I'll still waiting on confirmation @LisaH22 , but don't worry - it will be sorted. No need for you to do anything further. 

[LisaH22]

Thank you. Much appreciated