Netflix

I recently upgraded the speed of my broadband. When I did so, my Netflix was changed from standard to standard with ads. I wasn't told that was going to happen and the first thing I knew about it was when I received an email from Netflix informing me of the change. I immediately called virgin back and was told the email was an error and that nothing had changed. I then started getting ads on Netflix. I searched how to change my plan and saw things saying I could upgrade in the my virgin app, but as soon as I click on anything about an upgrade it says I need to use the chat function. I've tried that twice. The first time I was told it would be sorted and it would cost me £7 extra a month. After I said I was happy with that, I was told the change would be made. Nothing happened. The second time I was initially told that the upgrade wasn't possible, then that I could do it, but I had to do it through the Netflix app on my virgin box. I have no option to do it on the app. I've also tried through the Netflix website. It initially appears to work, then I get an email saying virgin have rejected it. How do I get back to being on the subscription I never asked to change?