I very recently re-contracted with virgin media and previously I had Netflix Standard included as part of my old package. At renewal I understood I was signing up to the same package however I now have Netflix Standard with Ads. Why has this changed and why am I having to pay an upgrade subscription if I want to avoid the Ads when I previously did not? Any help greatly appreciated.
Forum TeamHi Jassie,
Thank you for your post and welcome to the community.
The package price would depend on what you agreed to when you signed back up with us.
How did you take out this package? Was it via our website?
^Martin
Hi, it was via web chat and I was told that everything would be as I had before renewal but I was downgraded to Netflix with ads where I previously had Netflix standard included. I also had UHD cinema and movies which I also didn’t get included at renewal but this has now been sorted out so it’s just the Netflix issue that is the problem.
VM stopped offering inclusive Netflix-standard around October 2024, they now offer Netflix with ads in its place.
What was your basis for believing otherwise?
Hi, only because I was told at renewal by VM agent that my package would be identical to that which I had before renewing my contract. Cheers.
Forum TeamHey JASSIE, thank you for reaching out and we are sorry to hear about your Netflix issue.
Does the paperwork you got via email state Netflix should be on this account at all?
Some packages which did include Netflix now don't you see.
I would say that the basis is being told by the VM CS agents that ‘everything would be the same’, and to be fair, you do have to acknowledge that this has been reported as happened quite frequently’.
‘Everything will be the same’! What would you, or indeed a Court interpret this as implying? You gain nothing and lose nothing, well except people are, they are being downgraded, suddenly they get Netflix with ads that can't be right can it?
Nobody, including the `Courts’ cares what VM’s marketing people decide to call the bundles, nobody cares, legally it's this; ‘what have I been promised’; what have I been given?
HI, The paperwork does include Netflix
Kind regards
John
