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VKHP's avatar
VKHP
Joining in
27 days ago

Netflix downgraded on contract renewal

I renewed my contract on Friday and was assured nothing has changed from my old package. A few hours after speaking to a VM agent confirming my renewal I received a notification my Netflix package has been downgraded from Netflix Standard to Netflix Standard with Ads. I called twice more on the same day and was told this had been rectified and changed back to Netflix Standard. Two days later I see my package is still Netflix Standard with Ads. I tried calling Virgin Media again this morning and can’t get past the automated service. Not too sure how to move forward to fix this now. I can’t get through to speak to anyone.

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    27 days ago

    Hi VKHP, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having issues with your Netflix tier. All our packages that include Netflix are now Standard with Ads. If you want to upgrade to Standard, then this needs to be done from your end. There is an added charge for doing this each month and this is added to your monthly bill. 

    If the Netflix Standard upgrade is showing within your pre-contract documents then the amount per month for the service should include the added charge. 

    Please check the documents your end, if Netflix Standard with Ads shows then you would need to agree to the increase in the bill to upgrade it to Netflix Standard. If Standard is already showing and the amount is more than shown, pop back and let us know so we can help further.

    Many thanks, 

    • VKHP's avatar
      VKHP
      Joining in
      20 days ago

      Hello - the contract showed Netflix Standard. I was able to get through to your colleagues on the phone a few days later. I have upgraded to Netflix Standard on the Netflix website and as Netflix Standard was already in the contract I agreed your colleague on the phone honoured in and I am now to receive a monthly credit to offset the additional amount I will be paying. The matter as it stands I believe is resolved. I will check again when my next bill comes through.

      Many thanks