Forum Discussion

PatC33's avatar
PatC33
Joining in
8 days ago

Netflix downgrade

Hi there, renewed contract and was clear didn't want anything to be downgraded, or removed. Lots of calls and thought I'd finally got there. First 'new' bill had 'Netflix Standard' and 'Netflix Standard with Ads'. Latest bill only has 'Netflix Standard with Ads' and this is the package I have. Went to site and bot was nightmare so thought I'd try this forum. Looks as though this seems to be the 'norm' re downgrading. If I have 'Netflix Standard on first 'new' bill is this contractual that I should receive this package? Any thoughts would be appreciated.....thanks, Pat

4 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    8 days ago

    https://community.virginmedia.com/discussions/ManageAccountCable/netflix-downgraded-after-contact-renewal/5642364

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    8 days ago

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

    Sorry to hear these concerns about your Netflix Tier since changing package / starting a new fixed term contract with us. 

    It's true to say that all of our packages that include Netflix now come with Netflix Standard with Ads as the free included service. If you want to upgrade this you can do so via your Netflix account settings 👉 https://help.netflix.com/en/node/22 which will add the additional charge per month (depending on which tier you go for.)
    Unless your pre-contract documents specifically state that you have Netflix Standard - in which case, please let us know and we can investigate further, get a complaint raised and try to get this resolved for you!

    I will send you a PM to confirm a few details, and run through the pre-contract documents with you. You can find this in your Inbox 📩 in the top right corner of the page. 

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

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    24 hours ago

    Hi All 👋 Just returning to keep this public thread updated. 

    Huge thanks to PatC33 for their patience whilst I offered support via PM. We were able to confirm all the details needed to investigate, and help get this resolved for them. 

    Wishing you all the best. 🌞

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    24 hours ago

    Hi All 👋 Just returning to keep this public thread updated. 

    Huge thanks to PatC33 for their patience whilst I offered support via PM. We were able to confirm all the details needed to investigate, and help get this resolved for them. 

    Wishing you all the best. 🌞