Forum Discussion

beergut100's avatar
beergut100
On our wavelength
19 days ago

Downgraded to Netflix with ads

I have been a Virgin Media customer for 20 years and just yesterday negotiated a new contract for the "Mega" package with Volt. I HAD 4K Netflix included with my last package and was not aware, nor was I told, that it would be downgraded to Netfilx with ads. I have a 4K telly and Atmos sound, so I am not happy that I now don't have a Netflix service with annoying ads, which cannot take advantage of this. Apparently, if I want UHD Netflix I will now have to pay £13 a month extra! I was not told this when negotiating the new contract. I was not informed that my Neflix would change. I pay a lot of money already and have been a loyal customer and was told that I could "Choose this deal and keep your current Virgin Media plan without losing anything".

  • beergut100's avatar
    beergut100
    On our wavelength

    Hi. I have been looking at old bills and can see I was charged for premium previously, so I apologise for getting that wrong. But I was charged £7 a month and not £13. Would it be possible to add premium again for £7 a month? If not, would retentions be able to help me?

    • Lee_R's avatar
      Lee_R
      Forum Team

      Hi beergut100 thanks for getting back to us.

      I can see that you're currently liaising with my colleague Paul. I'd ask that you continue that conversation, if you still require assistance.

      Regards

      Lee_R

  • beergut100's avatar
    beergut100
    On our wavelength

    I was messaged yesterday and told I would have to provide security details, which is fine, but then when I indicated I was ready to do so, no-one replied. Can someone deal with this please?

    • Akua_A's avatar
      Akua_A
      Forum Team

      Hi beergut100 

      Sorry for the delay in getting back to you as our operating hours are from 8-9 pm. We have sent you a message. Please get back to us when you can.

      Thanks,

  • Hi Beergut100 👋 Welcome to the community forum! Thanks for posting. 

    Sorry to hear about these concerns about your Netflix service following a package change! Netflix has a number of different tiers which can be included when changing package, but the ones included as part of your bundle package costs would be Netflix standard, or standard with ads. We can ensure that Netflix premium is included as an option add on when processing any change, or you can manually update your package in your Netflix account settings or via My VM 👉 virg.in/myVM

    Any details of your services are included in the contract documents sent to you to approve when processing. We can take closer look at these if needed, and investigate what's happened. We'd just need to confirm a few account details via PM to do so. I will send you a PM to offer some help, which you can find in your ✉ Inbox - in the top right corner of the page. 

    We can then return to this public thread with an update when possible. Thanks for your patience in the meantime! 🌞

    • Akua_A's avatar
      Akua_A
      Forum Team

      In this case, we are sending this again. Please let us know if you receive it. 

      Thanks,

    • beergut100's avatar
      beergut100
      On our wavelength

      I haven't had a PM, but I can assure you that I had Premium as part of my previous negotiated contract. I was told there would be no changes and I have scoured the new contract and it does not state that Netflix has been downgraded. I actually originally contacted you to cancel my Virgin Media services, as you were removing TNT sports (which I was informed of), but I was able to reach an agreement. The retentions advisor was very helpfu and I do not want to make a complaint, but I was not informed of the changes to Nextflix, which would have been a dealbreaker. I believe there has been a lack of transparency about this, really, with customers not being informed, even if they renew their contract to the Mega package on your website, where it says the only thing that has changed is the TNT Sports. Anyway, if you could PM me ASAP I can give you my account details so that you can look into it.

      • Akua_A's avatar
        Akua_A
        Forum Team

        Generally, any Netflix-inclusive packages come with standard Netflix and then you can pay additionally for premium or for any other tiers. You can find all you need to know here It looks like we have sent you a private message already. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

        Thanks,