Forum Discussion

paulborrett's avatar
paulborrett
Tuning in
5 months ago

Can't upgrade Netflix to Premium package

Am hoping someone from Virgin can respond and help me here.    I've searched the forums and it's clear that this is an issue that many people have had previously, but unfortunately Virgin tech support online simply refuse to help and deal with the issue.   

When I go to the Netflix website and try to upgrade my package to Premium, it does so for 5 mins before downgrading it back to Standard.   I get the email:

Your plan change has been declined
Unfortunately, Virgin Media didn’t approve your plan change because they need you to contact them to get your plan change approved.
We've moved you back to your previous plan for the moment, but please contact Virgin Media to resolve the issue.

When I try to upgrade via the Virgin website I simply get: Sorry, something’s gone wrong! We’re having some technical issues. Please try again later.

Am getting very frustrated with the situation, as we are off on hols in the next day or so, and the family want to download across multiple devices.   This was always really easy before, until I renewed my contract with Virgin about 6 weeks ago.

Help, please!

Thanks
Paul

  • Megan_L's avatar
    Megan_L
    Forum Team
    5 months ago

    Hi PaulbBorrett,

    Thanks for your post and welcome back to our Community Forums 😊

    Sorry you're having issues upgrading your Netflix tier to Premium. Can I ask if your current Media package includes a free subscription to Netflix?

    I've also found a Forum post that might be along the same lines as yours which has been resolved 👉 Netflix Premium Upgrade - Want to have a look and let me know if that's the same issue you're having? 

    Thanks,

    Meg

    • paulborrett's avatar
      paulborrett
      Tuning in
      5 months ago

      Thanks for responding.   My current (and previous) packages both included Netflix standard.   Previously I was able to upgrade to Premium now and again, and downgrade - useful for things like family holidays where everyone wanted to download to multiple devices before travelling.

      That option suddenly now isn't available again - and from the other messages here it seems like this is a far from isolated incident.

  • Martin44's avatar
    Martin44
    Joining in
    5 months ago

    Paul,

    I had exactly the same issue.  It appears that when you switch your netflix account to virgin it will ALWAYS switch to a standard plan (free).  Even though you get an email saying it was declined - if you log into your netflix account or your MyVirginMedia account it will show you as on a standard netflix plan billed by VM.

    If you log into MyVirginMedia on a desktop (not a mobile) you can click on Entertainment Services then Manage Netflix then upgrade to premium.  

    Well that is the theory - when I do this there is an error message saying technical issue, try again later. I wonder how long Ill need to keep trying !!!

    • Martin44's avatar
      Martin44
      Joining in
      5 months ago

      Just to keep this strand active and possibly get the attention of VM problem solvers - it seems that the "technical issues" that are preventing us from getting netflix premium have been ongoing for at least a week.

      When will we be able to get netflix premium through VM.?

      If the answer is never (which I suspect),

      how do we refuse the free netflix access and switch back to a contract directly with netflix so we can enjoy the premium plan.?

      • Kath_P's avatar
        Kath_P
        Forum Team
        5 months ago

        Hi Martin, 

        Thanks for taking the time to post about your issues relating to upgrading to Netflix premium. 

        There isn't a known issue relating to this and we have many customers who have upgraded with no issues. 

        Any time you upgrade, it does need to be done via My VM though and not via Netflix directly. As you're getting an error when trying to do it, please try deleting any cache and cookies on the browser and trying again. It's also worth trying to use another browser. 

        If you still get the same error, please try via the VM app instead. Keep us posted on how you get on. 

        Thanks,

  • Martin44's avatar
    Martin44
    Joining in
    5 months ago

    Kath_F

    Hi, did you hear back from your back office team, the "technical issue" is still preventing me from switching to the premium plan (and paying more money to you)

    Thanks,

    Martin.

    • Kath_P's avatar
      Kath_P
      Forum Team
      5 months ago

      Hi Martin44, 

      I'm afraid I've not heard anything back yet so have chased for an update today. 

      I suspected that the issue may happen when there is an open work order on the account that has the Netflix codes and raised this as a potential issue but if you're still having the error then this wouldn't be the case. Can you ensure you've refreshed cache and cookies on your browser, log in to My VM and try again to upgrade to the premium? 

      Pop back and let us know how you get on. 

      Thanks, 

    • Kath_P's avatar
      Kath_P
      Forum Team
      5 months ago

      Hi Martin44,

      Just had an update on this one. It's been raised as an issue and our third party teams are working on a fix as we speak. Once implemented, I'll pop back and let you know so you can try again.

      We appreciate your patience on this one. 

      Thanks,