Contract renewal issues

Question

I have renewed my contract on the app with the ‘Choose this deal and keep your current Virgin Media plan without losing anything’ offer.

However, Netflix has changed to standard with ads, when I previously had it with no ads. Called Virgin this evening and was told I could amend Netflix myself online, but I cannot as my online app shows me as ‘out of contract’, even though the renewal start date is today, and I have email confirmation. The app also shows the monthly price as much higher than my contract.

Was told in the call that I will be able to change Netflix in 72 hours time with no extra fee, as I originally had it included ad free. That it’s just a delay in the contract showing on the app. Can someone confirm this is correct, as I’ve spent so long on the phone to Virgin recently, I don’t think I can handle another call. Thank you.

Paul_DN · Answer

Hi KDC123,
Thank you for reaching out to us in our community and welcome, we are sorry to hear you were unaware when changing your package that Netflix standard would be replaced with Standard with ads.
As you were rightfully advised you can upgrade vis your online account after 72 hours of the account being set up, once you sign in you will see a Netflix icon, click on this and select update, you can then change to standard without ads.
Regards
Paul.
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KDC123 · Answer

Thanks for your reply. Can you confirm that there will be no increase to our monthly price, as it’s not an upgrade- it’s what we previously had (our renewal stated all services would remain the same). Thank you.

Paul_DN · Answer

Hi KDC123,
I can confirm that once you change from standard with ads to standard there is no difference in the price you would pay.
Regards
Paul. &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;

KDC123 · Answer

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KDC123 · Answer

Hi,This hasn’t worked and is still showing as costing an extra £6 per month. Can someone please look into this? The renewal should be exactly what we had before (Netflix without ads). Thank you.

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