Forum Discussion

Tazdevil1966's avatar
Tazdevil1966
Joining in
2 months ago

Netflix Package Showing Adverts

I am supposed to have the Netflix Standard package, which shows on my account, but I am getting the Netflix with the advertising package. On my virgin account, it is showing as the standard package, but on my Netflix account it is showing as Standard with adverts. I phoned Virgin Media about this about a month ago and was told they would look into it, but nothing has changed. I then chatted with someone online 3 weeks ago and was told they would look into it and sort it out within 10 days. It still hasn't been sorted out. Where do I go from here? I'm paying for a higher level package and am I being given the lower tier package? How do I go about removing Netflix from my package without losing any of the other channels that I have? I'd rather deal with Netflix directly as nothing seems to happen when contacting Virgin about this matter, and I am being overcharged for my package as it stands.

 

3 Replies

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    2 months ago

    Hello Tazdevil1966.

    Thanks for your first post and welcome to our community.

    We were forced to change Netflix from standard to Ads. Sorry that this was never advised to you when you initially enquired about it.

    What I'd like to do is help from here.

    I will need to pass security first.

    If you can check the envelope, top right of your screen that would be great. 
    Regards     
    Gareth_L

     

     

     

  • czure's avatar
    czure
    On our wavelength
    31 days ago

    If you are actually paying £7 extra on your Virgin bill because you upgraded to the Standard Without Adverts package then that additional charge should clearly show in the charges breakdown section of your Virgin Media bill.

    If you're not paying £7 extra then you're actually getting the correct 'Free' Netflix package with Adverts but that would then mean that it appears that Virgins system is showing you the wrong options in the image you included & that the 1st option should actually say 'Netflix Standard Without Adverts'.

    If you can't get this resolved here then contact Netflix customer services whilst logged into your Netflix account as they can check to see how much Virgin are paying for your package & if the correct amount is in fact being paid they should correct the issue immediately.

    If however only the lower amount is being paid then download your latest Virgin bill (if not already got) & ask the Netflix agent for a method of providing them with a copy of your Virgin Media bill if an upload link isn't already showing to do this (ensuring the bill clearly shows your correct payment amount to Virgin for the actual Netflix without adds package).

    Hopefully it's resolved quickly now that you've had a response from a team member on here, but regardless it's worth asking for a discount or gesture of good due to the inconvenience & time without the package you paid for, it's only right that you're not left out of pocket for receiving less than you've paid for so you may get something & you may not, but you'll never know if you don't ask.

  • czure's avatar
    czure
    On our wavelength
    31 days ago

    PS. To get in touch with Netflix Customer Services.

    Login > Click on your Profile > Click the Arrow next to your Profile Image > Select 'Help' > Scroll down until you see the 'Contact Us' link > Type in: Receiving wrong package > Now you'll see the Telephone & Chat contact options.

    Give Chat a try first as it rarely takes long to connect you with an agent who can check your account info.

    Otherwise simply call the 0808 502 2730 number that's given as it's a freephone line from both landlines & mobiles.

    Needed help on 2 occasions previously & both times had zero language barriers with excellent results.