Forum Discussion

Sbc123's avatar
Sbc123
Just joined
18 hours ago

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? 

2 Replies

  • Vikki_M's avatar
    Vikki_M
    Icon for Forum Team rankForum Team
    2 hours ago

    Hi Sbc123,

    Thanks for your post and welcome to our community.

    Netflix with ads is the inclusive package we offer, so if you've recently re contracted, this will be the tier you'll be on.

    We are very sorry if this wasn't explained. 

    You can upgrade, however this does need to be done by the customer via their own Netflix account.

    Could you please expand on what the email advised when you tried to do this?

    Please pop back to us when you can. 

  • Tavis75's avatar
    Tavis75
    Super solver
    8 hours ago

    I believe all standard VM contracts now include Netflix with ads, rather than ad free, unless you pay the extra, presumably your contract changed when you upgraded the speed.

    VM customer service agents don't seem to consider this a change in your package, much like losing TNT sports or having features removed from the set top box when you switch from V6\TiVo to 360\Stream.

    I'd suggest getting a separate sub to Netflix, then you can easily cancel and just get a months access now and again if there's anything in particular you want to watch.