Forum Discussion

Kelly6677's avatar
Kelly6677
Tuning in
2 months ago

No renewal contract but Netflix downgraded

I renewed my package as per my online account which stated ‘Choose this deal and keep your current Virgin Media plan without losing anything.’ I received conflicting information and prices from Customer Services, but in view of the above statement and that my pre contract documents stated ‘Netflix Standard’, I renewed.

I have today received an email from Netflix confirming my plan is now with Ads. However, I have not even received my formal contract documents from Virgin and my account has not even been updated.

Virgin have misrepresented the renewal of my contract. It stated in writing I would not lose anything and therefore my services should be exactly the same as what I was receiving prior to my renewal.

Additionally, my online account stated one price 2 months before renewal, but increased the cost 20 days before it was due. Nowhere did it state that the price would increase the closer it got to renewal. I am now paying more for less!!!

The service from Virgin is abysmal. I have been a customer from 20+ years. At least it seems that Sky are upfront about their services and charges.

I expect to receive what I signed up to (the same as I had before) and I will take this matter further, but I am unsure what steps to take, as when you call Customer Services they are very unhelpful and previous experience with the Complaints Team is that they do not actually read your complaint. Any advice?

advice
complaint
contract
Customer service
Help
netflix
poor service
price
renewal
  • Cardiffman282's avatar
    Cardiffman282
    Trouble shooter
    2 months ago

    This is a real theme recently. I can only imagine VM is hoping customers won't notice. You still need to raise a formal written complaint with a view to escalating to the Ombudsman. The link is below. 

    Also keep your 14 day cooling off period foremost in mind here (if still applicable). 

      • Robert_P's avatar
        Robert_P
        Forum Team
        2 months ago

        Hello Kelly6677

         

        We're sorry to hear of the issues around your online renewal, we appreciate the frustration this has caused and you raising this via the forums. Welcome to the community.

         

        You have mentioned this was an online renewal, these can take up to 14 days to be applied. In regards to the price change, our offers change all the time and it may be that the offer previous was no longer available or on offer.

        We're happy to look into the Netflix issue and I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.

  • Kelly6677's avatar
    Kelly6677
    Tuning in
    2 months ago

    Yes, the issue regarding Netflix has been resolved. I was contacted by a representative from Virgin.