Forum Discussion

adhides's avatar
adhides
On our wavelength
4 months ago

Netflix Issues - Unable to upgrade to Premium

Hi there,

I renewed my contract with Virgin Media yesterday (that was long day with support - 4+ hours) - new contract officially starts today (22nd). In the pre-contract documents I could see it stated 'Netflix Standard with adverts', I believe I had 'Netflix Standard' on the previous contract - not an issue as was going to upgrade to 'Premium' anyway. When I  queried the agent on this before confirming the contract, I was told I could go through the process to upgrade to 'Premium' via the website as I have done before. 

When going through that process today and selecting Netflix 'Premium' from the Entertainment Services section on the Virgin Media website, it seems to go through OK, I check my Netflix account, and it had also changed to 'Premium' and I have received the emails confirming the plan change. However, after 2 minutes it downgrades back down to 'Standard with adverts', I go through the process again and it does that same thing - downgrades me.

If I try updating via Netflix, it emails me to say it has been declined by Virgin Media and to go through the Virgin Media to upgrade. 

Now when I try to upgrade via the Virgin Media website to Netflix 'Premium', the option is not there to select.. Sigh.

I have spoke to an agent who says to speak to Netflix, Netflix advise to speak to Virgin Media. I am just going in circles here and would appreciate if anybody has had any successful in resolving similar?

Thanks!

  • John_GS's avatar
    John_GS
    Forum Team
    4 months ago

    Hi adhides 

    Thanks for posting and welcome back to the community. Sorry for the confusion on this.

    If you look at your current products screen, can you advise us what does it currently show for Netflix Premium?

    Best wishes.

    • adhides's avatar
      adhides
      On our wavelength
      4 months ago

      Hi John, thank you for reaching out to me. I tried again today in case it was a hangover from the renewal. Unfortunately, it's still the same;

      Browsing to Entertainment Service and selecting Manage Netflix, it's show Netflix Standard with adverts (Netflix Premium has appeared again - it did go missing yesterday);

      I select Netflix Premium and click Confirm, it then shows my plan as successfully changed;

      Selecting Done, however it still shows Netflix Standard with adverts but I do get an email from Netflix to confirm the plan has changed to Premium as well as an email from Virgin Media confirming the change;

       

       

      2-3 minutes after those emails confirming the change to Netflix Premium, I get another email saying my plan has been changed back to Netflix Standard with adverts with Virgin Media showing the same on the website;

       

      This is where I am getting stuck in a loop.

      • John_GS's avatar
        John_GS
        Forum Team
        4 months ago

        Thanks - I'll send you a PM now to assist further