Forum Discussion

kaye's avatar
kaye
Tuning in
26 days ago

Netflix with ads - when renewing

I recently agreed to an online (in App) renewal offer. This clearly stated that "choose this deal and keep your current plan without losing anything".  After accepting the deal to renew yesterday, there was a message to await an email which hasn't arrived since.

I had read about issues with these renewals on this forum about losing Netflix Standard which was previously promised to be retained when in existing package. So I called through to customer retentions before proceeding, they stated that Netflix would remain as Standard without Ads. They also provided Online Customer Relations details over WhatsApp chat in case of issues, I also contacted them and they confirmed the same. 

After all that effort I haven't received an email to confirm my renewal order yet. However, I just received a message from Netflix stating Virgin have downgraded my Netflix service to Netflix with Ads immediately!! 

Please help this is really poor service and misinformation. I would like help to have my service restored ASAP please, also the order for renewal confirmed. As I still have no email and docs confirming the details. Just screenshots from the online submission.

Clearly offering a deal which is categorically stated as like for like and then downgrading a part of it is really not honest trading practice. Please help resolve this asap. Rather than force a longstanding customer to leave and worse complain to trading standards. My service is impacted already and that is before the date of my contract coming and end to make matters worse.

  • Hi kaye, 

    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 getting a contract that you agreed to applied. 

    If you've renewed online through My VM or via an email offer that was sent to you, once you've agreed to the terms and conditions, these orders go to a back office team who apply the deal. This can take up to 14 days to process and they'll send you an email confirming the change has been made. 

    As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them. 

    Once it's been 14 days, if the new contract hasn't been put in place, pop back and let us know and we can check things further for you. 

    Many thanks, 

    • kaye's avatar
      kaye
      Tuning in

      Hi reply misses the main point of my post which is Netflix Standard (WITHOUT Ads) was promised to be provided and nothing removed. However I have received a message form Netflix and on Netflix it says the service has been downgraded to NetFlix with Ads already by Virgin. Please can Moderator contact me to help with this. I have tried Whats App support and Retentikns previously, who confirmed Netflix Standard (Without Ads) would remain on my account. This has not happened as promised so need help from a Moderator please.

      • Vikki_M's avatar
        Vikki_M
        Forum Team

        Hi Kaye,

        I'd be happy to check this for you.

        I'll send you a private message now.

        Please look out for the envelope in the top right of the page and pop back to me when you can. 

  • Thanks this is really frustration as Netflix won't work now without providing personal details for the Ads! Appreciate your help to resolve have sent you details in PM.

  • Can another moderator help me please Vicky M after contacting me has not provided any further responses? So I am stuck and have no help. I have Netflix with Ads when I am paying for Netflix Standard help! 

    • Vikki_M's avatar
      Vikki_M
      Forum Team

      Hi Kaye,

      I wasn't in the office the past two days. I'm back online today however so will pop you a response via our private message chat 😊